Consumer complaint received 2018-07-06
Company: AmeriHome Mortgage Company, LLC
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was sold to Amerihomes in XXXX of XXXX. My monthly mortgage payment due to Amerihomes is {$3000.00}. On XX/XX/XXXX I submitted a payment of {$1500.00} to Amerihomes through my bank, XXXX XXXX XXXX. On XX/XX/XXXX I submitted a second payment of {$1500.00} through my bank, XXXX XXXX XXXX. These payments totaled {$3000.00}. These payments left my bank account on XX/XX/XXXX and XX/XX/XXXX, respectively. 

On XX/XX/XXXX I received a telephone call from Amerihome stating that I had not made my XX/XX/XXXX mortgage payment. I told them I had, and provided the dates of payment. I was told that because I submitted two payments instead of one, my payments were not credited. I informed them that the payment was not returned to my bank. I was informed my bank had to send proof of payment to have the funds applied to my account. 

On XX/XX/XXXX I held a conference call with XXXX XXXX XXXX and XXXX in which XXXX XXXX XXXX provided the dates of the wire transfer. XXXX  XXXX XXXX then sent proof of payment to Amerihome. Below is confirmation I received from XXXX  XXXX XXXX of this proof of payment ( with identifying information redacted ) : XX/XX/XXXX Dear XXXX, Case ID : XXXX Pay To : Amerihome Mortgage Scheduled Payment Date : XX/XX/XXXX Amount : {$1500.00} Thank you for your recent inquiry regarding your payment to Amerihome Mortgage. We appreciate the opportunity to service your banking needs. 

On XX/XX/XXXX we sent proof of payment to Amerihome Mortgage. 

Amerihome Mortgage advised to allow one business day business days to research and properly post the payment to your account. Please allow more time for the payment to post. 

You are entitled to receive a copy of any document that we relied upon during our investigation and/or processing of your request. To request documents, you can e-mail us anytime and we will send the appropriate documents by U.S. mail. 

Thank you for choosing XXXX  XXXX XXXX. 

XX/XX/XXXX Dear XXXX, Case ID : XXXX Pay To : Amerihome Mortgage  Scheduled Payment Date : XX/XX/XXXX Amount : {$1500.00} Thank you for your recent inquiry regarding your payment to Amerihome Mortgage. We appreciate the opportunity to service your banking needs. 

On XX/XX/XXXX we sent proof of payment to Amerihome Mortgage.

Amerihome Mortgage advised to allow one business day business days to research and properly post the payment to your account. Please allow more time for the payment to post. 

You are entitled to receive a copy of any document that we relied upon during our investigation and/or processing of your request. To request documents, you can e-mail us anytime and we will send the appropriate documents by U.S. mail. 

Thank you for choosing XXXX XXXX XXXX. 

Since submitting the proof of payment I have received repeated telephone calls and debt collection notices from Amerihome claiming that I have not paid the XX/XX/XXXX bill and demanding payment. I have repeatedly explained the situation to various customer services associates. I was first told their research department would investigate and get back to me within one business day ( this is verified by the XXXX  XXXX XXXX  confirmation ). When I spoke with a representative later in XXXX, I was then told that it is never that fast, but that I could expect a response within 10 days, or XX/XX/XXXX. As of XX/XX/XXXX, I continue to receive debt collection calls from Amerihome and the issue has not been resolved. On XX/XX/XXXX, I was informed by a customer service supervisor that if Amerihomes can not find the payment, they will report it to the credit reporting agencies, even though I submitted proof to them that they received the payment. 

Finally, when I attempt to pay my XX/XX/XXXX bill online, I am given no option but to pay {$6100.00}, which is double the mortgage I owe. I am extremely upset by this whole process. It is dishonest and rising to the level of harassment.

Company response to consumer: Closed with explanation