Consumer complaint received 2018-05-05
Company: AmeriHome Mortgage Company, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Initially, my mortgage was with XXXX. Without my acknowledgement, it was immediately switched to AmeriHome Mortgage Company. My first payment was made via certified check, then mailed to XXXX ( as instructed at closing ). XXXX forwarded the check to AmeriHome, then sent me verification via fax. I contacted AmeriHome, whom stated that it had not been processed- which was not unusual considering it was a new loan. AmeriHome stated it could possibly take several months to get everything in order. AmeriHome assured me that no late fees or issues would accumulate during this transition. I was instructed by AmeriHome not to have payments drafted from my account during this time-stating their system would not recognize my loan being current, possibly resulting in an additional mortgage payment being drafted. Nonetheless, the same issues have yet to be resolved, and more issues continue to accumulate. I have contacted AmeriHome repeatedly- often resulting a conversation that is 45 minutes or longer- in which, Customer Service states they have limited accessibility to my account and are not authorized to make changes. Nevertheless, they offer to narrate a message regarding all issues and concerns discussed. In an attempt of resolution, I visited my bank. All purchased certified checks were reviewed in conjunction with dates cleared. Only one purchased certified check remained unprocessed. For this reason- my bank voided then reissued that particular check ( in which I mailed to AmeriHome , along with my scheduled monthly payment ). In addition, more complications proceeded. I received housing tax omission papers. I contacted my local tax office explaining AmeriHome 's  responsibility of payment due to escrow. They advised me to contact AmeriHome. I notified AmeriHome concerning nonpayment of taxes, and again addressed that all my payments were not posted to my account. AmeriHome requested I fax them a copy of the letter. In addition, I obtained copies of all purchased certified checks and verification of dates cleared from my bank. All information was forwarded to AmeriHome Research Department via fax ; confirmation of delivery was acquired. Per AmeriHome, the documents would be audited to assure a resolution was achieved. I was informed that the process could take up to a week- if not possibly longer. Despite my lenience and efforts of elucidation, nothing changed. Consequently, I contacted AmeriHome Cooperate Office for assistance. She stated that she would correlate with the Research Department, she also stated it was not necessary to resubmit fax. I switched my payment method to online banking to make confirmation of posted date more accessible. Assuming that AmeriHome Cooperate office had examined my account, I set up extra payments online. Soon after, I was contacted by AmeriHome whom informed me that partial payments were not accepted- As well as, proclaimed that the payment would be returned. I expressed the situation, including the involvement of AmeriHome Cooperate staff. In XX/XX/XXXX, I came home to a note taped on my front door from AmeriHome requesting I contact them due to nonpayment. Due to unseen events, my already busy life has recently became exceptionally more tireless. Upon receiving the letter, I set up an additional payment via online banking ( in addition to my scheduled monthly payment ). I then contacted AmeriHome, informing of the additional payment with hope of reducing any additional unnecessary stress they have habitually and routinely been known to cause. I informed them I planned to reexamine all payments with my bank, then resubmit the copies ( yet again ) as soon as I was able. Within days after both payments had cleared, AmeriHome contacted me again requesting XX/XX/XXXX payment. I explained that two payments were paid ( and cleared ) in XX/XX/XXXX. She stated she did not know why it was still showing as unpaid, that she would leave a message requesting it be fixed. I later spoke to another guy for AmeriHome Customer Service, I attempted to explain simple math. He could visibly see that altogether- 21 payments were due. And altogether ( visually available ) 21 1/2 payments were made. I explained that even with his limited accessibility to my account, it is a half payment ahead! He stated he doesn't have the authority to correct, he can only narrate a request for review. He said the Research Department was currently researching. I explained they were supposed to be researching an assumed " reversal '' payment, that has been clarified by my bank twice as received/cleared! Therefore, I have actually paid 22 1/2 payments altogether, yet they have continuously reported 30 day delinquency towards my credit. Yet again, nothing has changed. I recently requested insurance information regarding my policy. To my surprise, my home was not insured through my agency. They were not aware my mortgage was with AmeriHome, stated XXXX was still listed -and- my policy was cancelled 60 days following purchase because no payment was ever made! I have absolutely no trust left. I am convinced AmeriHome is extremely fraudulent, dishonest, and corrupt. I am strongly considering legal advice. When I research AmeriHome online, all reviews are negative and chillingly similar. I can't imagine how others are being mistreated. I can manage to pay an additional mortgage payment without causing myself/family grief. Nonetheless, it pains me to think of how many families have been victimized and tormented by their cruel, unethical, and negligent ways- and unable to make additional unnecessary payments.

Company response to consumer: Closed with explanation