Consumer complaint received 2021-10-12
Company: AmeriHome Mortgage Company, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
The issue is with our mortgage company : Amerihome Mortgage Company LLC. 
My wife and I have been trying to get a flex modification since mid XX/XX/XXXX ( cant remember exact date ). Our account had been in forbearance under the CARE Act and our forbearance was ending in XX/XX/XXXX. We called and asked them what we needed to do to get lower monthly payments as we no longer made as much income as we did when we bought the home. They sent us a Mortgage Assistance Application. We filled it out and provided all additional documents the directions asked for. This was submitted on XX/XX/XXXX. We got an Acknowledgment letter the next day saying it would take up to 30 days to review our application. 
Amerihome ( without asking or contacting us ) gave us a one month deferment for XX/XX/XXXX as a result. After seeing this on our statement, we called them back thinking there had been a mistake, because we were supposed to be contacted by an agent regarding our loan modification options. We were then told that we had to fill out the same application again, and someone would contact us regarding our options. We did, and waited 30 more days. This time they came back saying they needed more documents from us such as bank statements, HOA statement, a harship letter, etc. None of this was ever mentioned in by an agent nor on the instructions on the application. We submitted all the documents they asked for, and waited another 30 days. When we called them they said that they need our HOA statement, or rather that they had a file named HOA statement, but they couldn't open the pdf. So I sent emailed them the statement again. 
I finally talked to a XXXX agent on XX/XX/XXXX that assured me that they have been making mistakes regarding our application, and that everything would be handled in the next 7-10 business days. The very next morning, I woke up to an email saying that they need our most recent bank statements which makes our application incomplete. They in fact did have our most recent bank statements. I called back that day ( XX/XX/XXXX ), and the XXXX agent did not know what was holding up our application so I asked to speak with a supervisor. The XXXX agent put me on hold for a few minutes then told me they were all busy, and that they would call me back in 24-48 hours. I waited until today ( XX/XX/XXXX ) and called them back since the supervisor never called me back. I spoke with another XXXX agent, and he told me that the underwriters have all the information they need, but it will take up to 30 days to review our application. 
I feel like we are being mistreated and the company is stalling in order to get more full payments out of us or to have us give up on our loan modification application. I have had to sell my motorcycle, and borrow {$1000.00} from my father-in-law, in order to make our XXXX, XXXX, and now XXXX mortgage payments. I always get different answers when I talk to their customer support and XXXX agents, and I can not trust any of them. The amount of incompetence, miscommunication, and deception this company puts its customers through is unacceptable. Please help us get our loan modification so that we can move on with our lives.

Company response to consumer: Closed with explanation