Consumer complaint received 2020-11-19
Company: AmeriHome Mortgage Company, LLC
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 I made my XXXX monthly payment but then realized that I should have waited to closer to the grace period end date to make this payment as I had other bills that had no grace period and were due before the mortgage. I called on XX/XX/2020 to have this {$800.00} payment reversed and sent back to me, but the lady I spoke with told me that I needed to wait 3 days before making that request. That you were not able to process a return until then. So, I did. This was my first interaction with XXXX. I thought that was accurate. 
Monday, XX/XX/2020 I called and asked that the payment be returned to me. The gentleman I spoke with advised me that they would get that returned to my bank account and it would take 3-5 days for me to see that. On XX/XX/2020 I saw on the website that the payment was reversed from my mortgage account and I began watching my bank account to ensure we received the money. When we did not have the money on XX/XX/2020 I called again to see what was going on. I was told that the payment was sent back to me via check. So I thought maybe I just misunderstood the gentleman on the XXXX. So I waited because, I know that mail can take up to 7-10 days to be delivered. By day 12 I called back, this was on the XXXX. I asked that since I still hadnt received these funds if they could be voided and reapplied to my mortgage since it was the end of the grace period ( we are still under the RESPA guidelines, but I would still like to make my payments on time ). I was told no we cant do that and no other options were given to me. The lady I was speaking with was rude and didnt seem to care that {$800.00} was just up in the air. I asked to speak with a supervisor but was told that since they are working remotely, I would have to wait 24-48 hours. I feel this is a very big inconvenience since I need to make a payment, and am already out {$800.00} and will then be another {$800.00} out since I am going to make my payment anyway. 
On XX/XX/2020 I called and spoke with a woman named XXXX. She didnt give me her agent ID, but she seemed very helpful. She advised that she couldnt find a check number and said that when a payment is returned, it is returned the same way it was received. She said it should have been wired back to my checking account. She confirmed with me the routing number and account number that she said the money was wired back to. I advised her that is what I thought should have happened, but was told that we were sent a check instead. She also said that seems weird that a check would be sent. She spoke with 2 of her supervisors and advised that they would stop the wire that they sent and resubmit it to me. She told me it would be no more than 48 hours before I get the money back. 
When I checked my bank account the morning of XX/XX/2020, we still had not received this money. I called XXXX again and spoke with XXXX ( spell check? ). I told her that I was checking on a wire transfer that should have come through. I advised her of the payment that was returned and that this was the payment that should have been wired to me. She said that they cant wire funds 3 days after the payment is made, so they would have sent a check. She confirmed that check number XXXX was mailed to me on XX/XX/2020 and that I should have received it by now. She said since I hadnt received it she would put in a request for the check to be cancelled and a new check be issued to me. I also asked that a supervisor call me back to discuss this issue. XXXX put me on hold and started working on the tasks. The line was disconnected. I called back no more than 5 minutes later and spoke with XXXX ( agent ID XXXX ) and advised that I was disconnected and explained, once again what had happened and that I wanted to make sure that the tasks XXXX said she was going to put in for me were fully submitted. XXXX confirmed that they had not been submitted and advised that he would go ahead and submit them for me. Before we got off the call, I confirmed one more time that both of my requests were fully submitted so that I can be sure that your company is trying to get my money back to me. 
The amount of customer service that I have experienced with XXXX in the last month has been sub-par. It seems like your associates need a little more training on the returned payment policy you have at your company, because being a customer who is told multiple different things, multiple times and by supervisors as well, it isnt a good feeling. It has brought a lot of undue stress to my life that I dont need to have in addition to the rest of the stress we are all seeing through these hard times. I have also had to spend time away from work in order to deal with your company to make sure that my payment is getting returned to me as I asked. As a customer, we shouldnt have to be monitoring your services and making sure that payments are getting returned, or worrying that a check may have been lost, and then shift to thinking that a wire was submitted to the wrong account number. I would like for someone to respond to confirm that my account is being worked on and that my payment is in fact getting returned to me. My family needs the {$800.00} that is floating around out there right now.

Company response to consumer: Closed with explanation