Consumer complaint received 2022-07-13
Company: AmeriHome Mortgage Company, LLC
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Complaint Summary : employees at Ameriahome provided false information on several occasions, withheld valuable information about my home loan as well as COVID relief home owner assistance information, and not following through when ask to send or complete documents and then falsely claiming it was done. These three complaints have cost me money, wasted time on the phone, as well as time away from work to discuss issues not being resolved about my loan, and prevented me from receiving funds from XXXX XXXX. 
A detailed description is provided below. I do have copies of all things mentioned below as well as email records and loan document upload receipts if needed to discuss or provide additionally evidence if needed. 
I would like to file an official complaint against AmeriXXXXhome Mortgage Company. Back in XXXX I was laid off due to my current employer shutting down because of Covid. This took place in XX/XX/XXXX and lasted until XX/XX/XXXX. I finally found a job in XX/XX/XXXX but was laid off again in because of COVID. Both times I filed for unemployment which took Louisiana over 6 months to process. During the processing time I borrowed money from family members, ran up my credit cards, and took out additional loans to survive. Since I was laid off I contacted AmeriXXXXhome and my first request for a mortgage deferment was applied to my home loan. During this time I received a letter in the mail from AmeriXXXXhome stating that my monthly mortgage would increase from $ XXXXto {$1200.00}. After I found a steady job and resumed payments I contacted AmeriXXXXhome again to discuss my reduced income and higher mortgage note this took place on XX/XX/XXXX @ XXXX. I spoke with XXXX who said we needed to refinance for a lower monthly note. He took our information down and called us back XXXX minutes later to inform us we did not qualify. I explained our situation and why we were struggling to make the mortgage payment especially with the new increase. He said at this point there was nothing he could do. ( 1st time false information was told to me, as well as not mentioning there was COVID relief for home mortgages ) That afternoon my wife informed me that she heard from a coworker there was covid relief being provided for home mortgages who were in a forbearance during Covid. At this point I was worried I might loss my home because I was making payments but the payments were late and additionally fees started adding up. A few days later we contacted AmeriXXXXhome again. The lady from AmeriXXXXhome said we should defer the past due amount and complete a mortgage assistance packet due to covid. We received the packet in the mail a few days later. I filled the packet out and my wife emailed them to AmeriXXXXhomeXXXX  document center on XX/XX/XXXX. ( see p1 ) On XX/XX/XXXX I contacted AmeriXXXXhome to check on receipt of the document and was informed they needed me to resend the documents via email and upload them to their document center. On XX/XX/XXXX I received a notification that the Loss Mitigation Application was complete. ( See P2a ) This was done the same day. ( see p2 ). On XXXX the XXXX, XXXX I was sent a Burrower in Special Flood Document to complete and send. I emailed the document on XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX. Contacted AmeriXXXXhome because I was getting an error message which thought was my fault. I resent the document on XX/XX/XXXX to AmeriXXXXhomes message center because DCCDOCs was having issues. ( See P3 ). At this point I started uploading all further documents to loansolutions website as well as emailing them to their document center. On XX/XX/XXXX I contacted AmeriXXXXhome to check on the status of the application. At first I was told they did not get any of the paper work. After several minutes of going back and forth I was informed that they do have it but I now needed to send in a hardship letter. I am not sure why this request was not sent along with the other additional requested documents. For example, I spoke with AmeriXXXXhome on XX/XX/XXXX and XX/XX/XXXX and this was not mentioned. Most importantly, the Mitigation packet said no letter was needed. ( see P3a ) The hardship letter was never mentioned to me until I called to check again on XX/XX/XXXX. ( See P1 and P3 for proof of communication ) This new request gave AmeriXXXXhome another month to complete my hardship/loss mitigation request. I wrote the letter and uploaded the document on XX/XX/XXXX at XXXX. ( See P4 ) On XX/XX/XXXX I contacted AmeriXXXXhome to check on the status and was informed they didnt receive the hardship letter so I resent the letter via AmeriXXXXhomes message center ( See P4 and P5 for proof ). On XX/XX/XXXX I contacted AmeriXXXXhome to check on the status of the application and was told it was now complete. ( See P6 backdated to XX/XX/XXXX ) This confuses me because on XX/XX/XXXX I was told to resend a new hardship letter, so how was it completed without hardship letter? Another missed opportunity and more time wasted. On XX/XX/XXXX I contacted AmeriXXXXhome to get the status of the application, which was now 2 months later. I was informed that the application was being review by the underwriting department. I was very worried because my payments were falling behind again. The lady informed me and make a payment and this will improve your chances of getting approved for the modification also I would suggest you defer the other month as well. So we did what lady at AmeriXXXXhome instructed us to do. We borrowed the money we didnt have to cover the increased mortgage note from my parents and made a payment on XX/XX/XXXX. AmeriXXXXhome deferred the rest. I want to point out never was Hud counseling every mentioned by anyone up until XXXX. They show letters being mailed to me but I had NO CLUE WHAT OR WHY THIS WAS OFFERED. On XX/XX/XXXX I emailed AmeriXXXXhome checking on the status again. ( See P7 ) I was informed again it was still being looked at by underwriting. On XX/XX/XXXX I received an email stating my application was complete. I was determined INELIGIBLE because I was current on my account, and my account is not at risk of default, making me ineligible for this program ( See P8 for proof ). That night my wife and I emailed AmeriXXXXhome to discuss why we were denied for something they being AmeriXXXXhome instructed told us to do on XX/XX/XXXX. Additionally, why or how could it take 2 months to apply a loan modification that is a government issued program for COVID? We receive a reply back saying it was being looked into and to give them until XX/XX/XXXX to research it. ( See P9 and P9a ) After not hearing back from AmeriXXXXhome we called again but no one could answer us. We called back on XX/XX/XXXX. ( see P10 ) The lady from AmeriXXXXhome apologized for the miss guided information and lack of communication on their part. She told us to contact HUD Counseling ( first time I hear about them ) and to also write a HAND WRITTEN appeal letter and upload it to the document center or email it. She also said they will mail another mortgage assistance packet and write a new hardship letter. Lastly, she told us to contact XXXX XXXXXXXX to check on any government assistance. The first thing I did was send the hand written appeal letter on XX/XX/XXXX ( see P10 ) as well as telling them verbally over the phone. I had to wait on the packet in the mail about the process of the appeal and paperwork because I was out of ink in my printer. Once I received the packet on XX/XX/XXXX I completed it and emailed and uploaded it that day. ( See P10a 2 documents ) On XX/XX/XXXX missing documents were requested and sent the same day. ( P10a and P11 documents ) I contacted AmeriXXXXhome on XX/XX/XXXX and was notified that I needed to send in my wifes information. This was emailed and uploaded on XX/XX/XXXX. ( See P11a ). On XX/XX/XXXX I called AmeriXXXXhome to check on receiving the paper work, one lady said yes it is here but when I was transferred to another department I was informed their document center was having issues to please send it again. ( see P12 ). On XX/XX/XXXX I received a notification that the paperwork was complete on XX/XX/XXXX. Which I was told they didnt have it and requested me to send it again on XX/XX/XXXX ( P12 and P13 ) I contacted AmeriXXXXhome via email and a phone call on XX/XX/XXXX to discuss our debt counseling conducted by HudXXXX XXXX XXXX XXXX XXXXgested we ask AmeriXXXXhome to do a loan modification to help our debt to income ratio. I also informed them about me applying for XXXX XXXXXXXX on XX/XX/XXXX ) to ensure this communication was not lost I also emailed it. ( See P14 ) I contacted AmerXXXXhome biweekly to check on the status via a phone call. On XX/XX/XXXX XXXX XXXX website said it was now waiting on AmeriXXXXhome to send them proof of my mortgage loan. So on XX/XX/XXXX I contacted AmeriXXXXhome to request this paperwork to be sent as soon as possible, the lady said I will send the request right now as we speak. Which I find out later she didnt. On XX/XX/XXXX I was notified that the loan modification packet was now incomplete, which again confused me because I was sent a letter in the mail that it was complete. Also on XX/XX/XXXX I contacted XXXX XXXXXXXX to see if they received proof of my mortgage from AmeriXXXXhome and was informed that they were still waiting on AmeriXXXXhome. At this point we called AmeriXXXXhome on XX/XX/XXXX to find out what was missing because all my paperwork was signed and sent. After 20 minutes the representative said, I cant find it so just send it again and to send an updated check stub. So on XX/XX/XXXX we uploaded and emailed the paper work again ( See P15 ). By now we go from checking weekly to almost daily. On XX/XX/XXXX I received a notification from AmeriXXXXhome that my application was now completed for the 2nd time. ( P16 ) On XX/XX/XXXX we called AmeriXXXXhome to check to see if they have sent XXXX XXXXXXXX the proof of mortgage and the status of the application. Again I was told they will email the department and it takes time to process this request to be patient. On XX/XX/XXXX we called AmeriXXXXhome to discuss changing our insurance, XXXX XXXXXXXX proof of mortgage, and the status of application. I conducted a three way call with my wife on the phone. The gentleman told us he sees where XXXX requested the information but does not show AmeriXXXXhome sending it so he will email them again. He also informed us that the underwriting department is still looking at our application then he transferred us to the insurance department. We notified them of the change due to XXXXXXXX XXXX filing bankrupt. On XX/XX/XXXX XXXX XXXX was added as a person who can call to get information. On XX/XX/XXXX my wife calls AmeriXXXXhome to check the status of the application and to see if they sent XXXX XXXX proof of montage. Employee # XXXX said you are not on the list so I cant help you. She then said yes I am, I was added on XX/XX/XXXX. He puts her on hold for 10 minutes comes back and says OH, we have it. My wife asked about the status of the application and was told it wasnt completed. She then ask about XXXX XXXXXXXX and he transfers her to XXXX XXXX # XXXX. She said the same thing and to call XXXX XXXX to resend it. She called and XXXX said they sent the request twice. My wife calls AmeriXXXXhome back and spoke with employee # XXXX. The Employee proceeded to tell my wife we were DOUBLE DIPPING and Ameriahome will not accept money from XXXX XXXXXXXX nor will they email them proof of the mortgage because we applied for a loan modification. At this point my wife got nervous and started to cry. She explained that AmeriXXXXhome was the one who told her to apply and she has called AmeriXXXXhome weekly to check on this request for over a month and AmeriXXXXhome was the one who told us to apply. The lady again tells her WE ARE DOUBLE DIPPING and you cant apply for help. My wife then asked to speak to a manager. At this point she looks at the account and says your mortgage modification is complete. My wife said no it not I just talked to two employees before you that said it wasnt complete. The lady said they dont know what they are talking about. My wife then asked to speak with a manager again. The employee puts her on hold for 3-5 minutes comes back and says, The manager can not talk with you right now and she will call you back within 2-3 days. My wife said I really need to talk with her now. The lady then proceeds to pretend to email the manager. We find his out on XX/XX/XXXX that everything this employee was telling my wife was not true. She was not reporting it to a manager nor requesting one to call my wife back. She only documented talking to her about the modification being completed. Which she did tell my wife you have 14 days to accept the modification so make sure you watch for the paperwork in the mail. She also told my wife she was documenting all AmeriXXXXhome employees that told us to apply for XXXX XXXXXXXX and they were going to be reported for giving out false information and the manager will get back with me. Which was again was not true. At this point my wife informs her she will contact Hud Counseling, XXXX XXXX and the Consumer Financial Housing Department concerning all the miscommunication by AmeriXXXXhome. 
My wife contacted XXXX XXXX talked with XXXX and was told that everything was conducted correctly. However, the lady did not ask any questions nor asked for proof, which we included in this letter. So basically XXXX XXXX  is only seeing what AmeriXXXXhome sent and not our side. My wife then said ok I will be sure to note that. 
On XX/XX/XXXX the modification papers had not come in yet so my wife called and was put on hold for XXXX minutes and then it hung up. At this point she emailed AmeriXXXXhome on the message center. On XX/XX/XXXX she called back to tell them we had not received the paperwork. The lady on the phone said we had until the next day to accept the offer. At this point our only opition was to verbally accept it. She then transferred her to XXXX, which we had no clue who this company was. We were told AmeriXXXXhome contracts them to complete modifications and sending they are also in charge of the sending XXXX XXXXXXXX information. My wife explained what happened and Employee # XXXX requested we call continue XXXX XXXX to allow XXXX to receive and give information on our loan. We did and she also requested we submit this complaint to XXXX directly XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX. 
Again, we are not out to get a free home we just needed help until our financial situation improved. We did not cause COVID, nor did we tell our president to shut everything down. Since XXXX I have lost XXXX jobs, XXXX sister to XXXX, XXXX on XXXX because of XXXX, caught XXXX twice, and now fighting to keep our home. Since everyone at AmeriXXXXhome and XXXX XXXX  believe it is ok to falsely report information to a client, hold back information, call us DOUBLE DIPPERS, and refuse money from the government program we believe all parties involved should be made aware of this. We also believe the whole process was very intentional. If false information was not provided to us back during our 1st modification request we would have gotten a lower interest rate then our monthly note would have remained where it was when we originally got the loan. However AmeriXXXXhome waited for the interest rates to increase then approved our modification and failed to submit the XXXX XXXX paper work after multiple request which in turn increased our mortgage note from paying {$1200.00} to now {$1300.00}. 

Again, all communication can be provided along with additionally communication. I am not sure what the outcome of this letter might be but I truly hope it helps someone who is going through the same situation. 

This complaint was also mailed to XXXX XXXX  along with all supporting documents on XX/XX/XXXX at XXXX pm. I will also mail a copy to XXXX,

Company response to consumer: Closed with explanation