Consumer complaint received 2023-10-02
Company: AmeriHome Mortgage Company, LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
Amerihome had bought my mortgage loan from MI XXXX. Amerihome was the servicer for my mortgage loan for most of 2023 ( until XX/XX/2023 ) and had issued a check in the amount of {$860.00} for my annual home insurance costs. This check was cut on XX/XX/2023, and the home insurance policy was set to expire on XX/XX/2023. After receiving notice of my policy being cancelled from my home insurance company on XX/XX/XXXX. Initially calling Amerihome after receiving the cancellation notice, I was told the funds were wired to the XXXX. After going back and forth with the carrier, my insurance broker, and Amerihome, Amerihome told me on XX/XX/XXXX, that the funds were not wired, it was sent via check ( check # XXXX ). After following advice from Amerihome, they said it could take approx 10 business days for the check to be cleared by my home insurance company, even though they knew it was sent to the wrong address. They stated that they could not put a stop payment on the check. I repeatedly told them it was going to the wrong address and I worried that the check would be cashed by someone else other than my home insurance company. In the meantime, Amerihome sold my mortgage loan to XXXX XXXX in XXXX of 2023. 

After my home insurance XXXX had still not received the funds, it was finally acknowledged that Amerihome sent the funds to the wrong address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) on XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXXhe correct address XXXX XXXX XXXX, XXXX, TX XXXX. Ultimately, Amerihome told me that the new mortgage lender would have to resolve this issue. In the meantime of all of this, I was without home insurance coverage on my house until XX/XX/XXXX, because I was then at that point able to pay 2 months worth of coverage out of pocket so my home insurance company could reinstate my policy to ensure I didn't continue going without a policy on my house. 

Additionally on XX/XX/XXXX, Amerihome told me the next step is to have XXXX send their yearly premium invoice with the correct address for remittance to XXXX. I had to go to XXXX to view the insurance information and have my insurance broker try to fix this via an email. So in doing what we thought was right, on XX/XX/XXXX, my insurance company uploaded all the documents as XXXX XXXX XXXX XXXXXXXX instructed us to do so. Ultimately, we never heard back from XXXX  regarding anything. Again, I had to go back to contact XXXX XXXX and Amerihome to try and resolve this. 

Fast forward to today ( XX/XX/2023 ), I called XXXX XXXX  who is now servicing my loan to discuss about stopping a payment on the check, XXXX have previously been told by Amerihome that XXXX XXXX is the only one who can handle this, and much to common sense, XXXX XXXX didn't have access to the check, therefore couldn't put a stop payment in place. So I had to call Amerihome back and talk to different customer service reps who told me that there wasn't anything that can be done since my loan with Amerihome was closed due to it being bought out. 

After calling today ( XX/XX/2023 ) and being bounced around from automation, to standard over seas customer service reps, I was finally able to be escalated to a supervisor, XXXXXXXX XXXX XXXX XXXX XXXX  initially told me there wasn't anything he can do, and that it was on XXXX XXXX to figure this out. After I explained to him that this was an Amerihome check that was issued, XXXX XXXX couldn't help with this. After 5-10 minutes, XXXX, was able to pull up the check and all of a sudden realized Amerihome sent the check to the wrong address. From there he was quick to say that Amerihome would have the check ready to be reissued by the end of the week ( XXXX of XX/XX/2023 ). I asked XXXX XXXX XXXX XXXX to provide me an update as to when the check is issued and is ready to be mailed out. He asked for a call back number to do so.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation