Consumer complaint received 2019-11-21
Company: AmeriHome Mortgage Company, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have been attempting to make a payment on my home loan for nearly two months and AmeriHome will not accept them, yet continues to notify me of a balance due. 

My home loan with XXXX XXXX XXXX XXXX / XXXX XXXX was transferred to AmeriHome in XXXX following a successful initial payment via XXXX on the XXXX platform. Upon leaning of transfer of the loan, I registered on the new AmeriHome page on XXXX on XX/XX/XXXX, attempting to make my XXXX payment. At that time, the payment page told me the feature was not available. I e-mailed this address in IncidentXXXX ( attached XXXX. The response suggested I log into the website, which I obviously had already attempted. 

On XX/XX/XXXX around XXXX XXXX., I called your customer service line seeking assistance in making my payment. The agent suggested I keep trying the website through XXXX XXXX. that night. At XXXX, when the payment feature was still not showing up, I sent a second message to this e-mail address, resulting in IncidentXXXX. The reply suggested it was a browser issue and I needed to clear my cache/delete my cookies. I replied shortly thereafter to advise that I had attempted to access the payment page across multiple browsers and devices, including with cleared cookies, to no avail. This resulted in Incident XXXX. The reply suggested that I call the service number. 
I called the service number shortly thereafter and made a payment via the automated teller. On XX/XX/XXXX, I was sent a letter from AmeriHome that the payment had not been honored The Return Reason was listed as " CAN NOT LOCATE ACCOUNT ''. I received this letter via postal mail on or about two weeks later. 

On XX/XX/XXXX, I called the service number again and spoke with a representative about the outstanding payments, the reversed payment and my issues logging into the site. He advised that I must have input the incorrect info on the automated teller ( I hadn't ) and suggested I re-register on the AmeriHome site with my same loan number. 
On XX/XX/XXXX, I followed those instructions, processed a one-time payment for the outstanding XXXX payment and also registered for ACH withdrawal of my XXXX payment to make sure there were no further disruptions now that the payment portal seemed to work. 

On XX/XX/XXXX, I was sent a letter from AmeriHome stating again that the payment had been reversed/not been honored. The Return Reason was listed as " CAN NOT LOCATE ACCOUNT ''. I received that letter via postal mail on or about two weeks later. Upon receipt, I logged back into the AmeriHome Loan Administration platform to see that my XXXX ACH payment had also not been withdrawn. During this time, I had also received another letter from AmeriHome on XXXX stating that I was in default but that my outstanding balance was {$0.00}. There was no reference to my multiple attempts at payment. 

I called my bank to investigate if the " CAN NOT LOCATE ACCOUNT '' was an issue on their end -- since I knew my account and routing number were correct in AmeriHome 's site, I suspected that the bank might be rejecting. They advised that this was not the case -- they had no records of any transaction activity being initiated from AmeriHome, so the issue is starting and ending on the AmeriHome side. 

On XX/XX/XXXX, I made another payment online for both outstanding payments. By XX/XX/XXXX, I still had not seen this activity posted at my bank, so I called the service number again and spoke with a representative. After I laid out the timeline above, he checked my account and saw that the XX/XX/XXXX payment was registered as having gone through, then placed me on hold to speak with his supervisor about the lack of bank activity. When he returned, he said the reason for the " CAN NOT LOCATE ACCOUNT '' error was because AmeriHome was still 'gathering my information ' and thus wasn't prepared to fully service my account. He advised that I wait a few more days and that I shouldn't worry because I had a 60 day 'grace ' period via RESPA when my loan is transferred. 

On XX/XX/XXXX, I received yet another letter from AmeriHome stating that my payment had been reversed for a " CAN NOT LOCATE ACCOUNT '' error. Though I had switched to online-only documents, I did not receive a notification about this reversal letter, only the follow-up letter sent today XX/XX/XXXX once again threatening that my loan was delinquent. 

I have been attempting to make timely payments on my mortgage since it was assigned to AmeriHome. My account is not delinquent or in default. I have the money and am prepared to pay as soon as AmeriHome is able to accept it.

Company response to consumer: Closed with explanation