Consumer complaint received 2021-02-05
Company: AmeriHome Mortgage Company, LLC
State: GA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My original home owners insurance company that came with the home apparently had an expiration date that I was unaware of. I thought my insurance would automatically renew on its own. Once the policy expired and was not renewed, my mortgage company ( Amerihome ) took it upon themselves to insure my home with their insurance company they partner with. I noticed this when I was asked to pay a mortgage payment that was much higher than normal. I called Amerihome and after speaking to several representatives, I finally understood the real reason for this overpayment after receiving several different reasons- Amerihomes insurance company is very expensive. So I asked them if I could find my own insurance company and receive back-credit since I was unaware of this incident. The man I spoke with said yes, once they receive proof of coverage that I would receive a credit in the amount of the overage. This was XX/XX/XXXX and my original insurance had expired in XXXX of XXXX, so I shouldve been credited for 3-4 months worth of overpaying upon finding my own coverage. I found XXXX had the best insurance rates and chose to cover my home with them that same day. I had them send the proof of coverage over the Amerihome so I could get my mortgage account credited the same day as well. A few months go by and I am still not credited by Amerihome. I called Amerihome and asked why I have not received my credit yet. They said they never received proof of coverage from XXXX. I then called XXXX and asked why they never sent proof and I was told that they did not know where to send it. Even though an insurance company HAS to know who your mortgage company is before approving the policy. So I asked XXXX  to resend Amerihome proof of coverage so I can receive credit to my account from overpaying. I thought it would all be taken care of, however, to this day I have not received credit from Amerihome and I am still overpaying the same amount from XX/XX/XXXX. So, at this rate I should be owed overpayments fromXX/XX/XXXXXX/XX/XXXX. I have called/emailed Amerihome numerous times regarding my concern and I am told different reasons from different representatives. Mind you, each representative has acknowledged the error on their side and claimed a credit would be sent my way. Still nothing. The very last person I spoke with from Amerihome is now saying that I am being charged for the shortage from not being covered XX/XX/XXXX-XX/XX/XXXX. The shortage theyre claiming Im paying for has already been paid for 10x over at this point. Ive been over paying from XXXX XXXXXXXX-XXXX XXXX. If theyre claiming Im paying for the shortage between XXXX XXXX XXXX ( the dates I wasnt covered by XXXX, wouldnt they have already received the shortage amount considering thats only a 4 month period and Ive been overpaying for almost a year? Ive been on the phone with XXXX all morning trying to figure out what went wrong and apparently the underwriter who wrote my policy is no longer employed there so Im having someone else try to figure it out. But in the mean time, I am still being charged by Amerihome the same amount from back when I was insured by their own appointed insurance company even though they have acknowledged that I have been insured by XXXX  since XX/XX/XXXX. All Im trying to do is get them to credit my account in the amount that Ive been overpaying from XXXX of XXXX XXXX. The shortage has been paid for months now. I know for a fact that they received proof of coverage from XXXX back in XXXX of XXXX because we were in person when the proof was faxed to Amerihome. I have contacted the attorney generals office and they referred me to this website. Please help me. I barely scrape by as it is and overpaying on my mortgage has really taken a toll on me over the last year. Thank you for your time.

Company response to consumer: Closed with explanation