Consumer complaint received 2022-06-06
Company: AmeriHome Mortgage Company, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I requested the option to complete a partial claims process on XX/XX/XXXX with Amerihome, for exiting the forbearance plan I was encouraged to go on by XXXX XXXX  XXXX XXXX. I was told over the phone by an Amerihome agent it was submitted and I could expect to receive the required paperwork to file accordingly on my end within 7-10 business days. After waiting for more than 10 business days, I never received the requested paper work as promised. I called back again, and spoke with an Amerihome agent who confirmed notes on my account this was attempted ; however, the Amerihome agent informed me the prior agent did not process the request properly in Amerihome 's administrative processes. Again the Amerihome agent assured me the partial claims request was properly submitted and to expect delivery of the required paperwork for me to fill out within 7-10 business days. After waiting for more than an additional 10 business days, I called Amerihome back to inquire on the status and was informed the account was submitted to foreclosure processessing and the Amerihome agent was not at liberty to discuss further details and recommended I reach out to XXXX XXXX XXXX XXXX. It is important to note, I have not received anything via mail, email, or phone call notifying me of this acount status change at the time. The only way I was informed was by means of my actions to follow up on the status of the partial claims process Amerihome assured me was submitted on their end. To date, I have not been informed of the status of the partial claims process I requested to bring my loan current from forbearance. I contacted XXXX XXXX XXXX and they are unable to provide me with a payoff amount, as they have not received all the required information to further review this case Amerihome has referred to them and XXXX XXXX XXXX recommended I reach back out to Amerihome to request this information. On XX/XX/XXXX I called Amerihome for the XXXX attempt to check on the status of the Partial Claim, and was told there is no record of a partial claims request submittal in Amerihomes records. This is in error, and is not the same information provided to me over the phone on prior attempts to check on the status of the partial claims request. During this phone call with XXXX XXXX, she assured me the " package '' was sent today and would arrive within 7-10 business days. I requested the information to be emailed to me, and was told the " package '' is too big to email. I asked to have the package uploaded to a share file of some sort, and send me a link to download and was told this is not possible for Amerihome. Alternatively, XXXX XXXX said I could login to my account and download the package. On XX/XX/XXXX I attempted to log into my online account to download the " package '' and was only provided at screen to contact support and my account status is limiting access to additional information. I asked XXXX XXXX for clarification on the contents of the " package '' being shipped to me, and XXXX XXXX assured me it included the partial claims process paperwork I'm entitled to under the CARES Act to bring my morgage current and out of forebearance, in addition to further Loss Mitigation Options associated with the process of foreclosure. Additionally, during a phone call with Amerihome on XX/XX/XXXX I was informed I did receive the " package '' and Amerihome provided me with a FedEx tracking number XXXX. The Amerihome agent claimed it is there evidence I received it. When I looked up this trackin gnumber, it is in reference to a package delivered to my home address on XX/XX/XXXX. This is another error in AmeriHome 's records, as this is the partial claims package I received from XXXX when I filed a partial claims request with them, only later to find out my mortgage was taken over by Amerihome shortly thereafter. Hence now my numerous attempts to reach out to Amerihome and start the process of a partial claims, which as ultimately moved to foreclosure processing in error. 

In summary - my mortgage was with XXXX XXXX XXXX XXXX when I originally requested a partial claims. They sent out the paperwork for me to fill out, and I did. However, as soon as I was about to receive the required notary signatures and get it back to XXXX in a timely fashion- I received a letter from Amerihome and the mortgage was sold to them. So I reached out to Amerihome and the series of events is described above in my requests/ discussions with them. 

It was not until I filed a complaint on XXXX  detailing the issues I was having, then I was contacted by XXXX XXXX who is their " Manager, Customer Experience '' from the office of their president. She apologized for the misunderstanding and confusion Amerihome caused during my attempts to resolve this and assured me she would personally assist in resolving this. After she had a chance to review everything and listen to recorded conversations, it became clear where the confusion was. Apparently both Amerihome and XXXX XXXX XXXX XXXX use the same servicer. Therefore, Amerihome could have accepted the partial claims XXXX XXXX XXXX XXXX XXXX sent to me. However, this was not clear to me at all - particularly since the Partial Claims Paperwork was labeled and for XXXX XXXX  XXXX XXXX. Since Amerihome uses the same servicer, Amerihome considered my Partial Claims paperwork late and I can no longer file it. 

After XXXX XXXX explained all this to me, she asked for me to send in the XXXX XXXX  XXXX XXXX XXXX Claims Paperwork to Amerihome. I did, with the original dates and notary I still had on it from when I received it towards the end of XXXX. This has been with Amerihome for several months now, and I am being told it is still in Underwriting Review and XXXX XXXX is sending me paperwork to complete their normal process for avoiding a foreclosure - rather than what I am legally entitled to file a Partial Claims under the Cares Act. I've attached the email correspondence for your review. 

I own several properties and have been successful without any issues completing the partial claims process and have no issues being current on those mortgages, so I know with 100 % certainty it is not due to my financial well being as to why Amerihome can not process. I also make more money now, than I did before I was experiencing financial hardship during COVID. 

I have retained legal counsel to assist me, and I have been reassured this is not a problem with me. Amerihome has had numerous instances of miscommunication with me, due to their errors/ lies they are now saying I'm late on submitting partial claim paperwork with them. This has been going on for months, where I am being told by XXXX XXXX my account is not in an active foreclosure- yet I continually get delinquency calls from Amerihome 's collection department saying my account is in active foreclosure. Every time they've called, I've offered to make a monthly payment and they refuse to let me do so. I've also asked to review the account notes and there is no mention of XXXX XXXX and her attempts to resolve this internally within Amerihome.

Company response to consumer: Closed with explanation