Consumer complaint received 2021-04-16
Company: AmeriHome Mortgage Company, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing this letter in response to repeated mistakes that have yet to be corrected from Amerihome, and in addition to wasting literally hours of my time over the phone, are now putting my home at risk for foreclosure, when it should be in forbearance. 

In early XXXX, I called to have my mortgage placed in forbearance due to COVID related finances. I was told that this was done, but it seemed a very quick and easy process so I had my husband call back on XX/XX/XXXX to verify that our loan was placed in forbearance and the customer service representative he spoke with confirmed that it was in forbearance. 

A few weeks later, we received a letter from Amerihome indicating that our account was now delinquent and a late fee was incurred. My husband called in and spoke with another representative on XX/XX/XXXX who stated that he could see that it was a computer error on Amerihomes end and he would see it resolved and fixed. He stated that we would be on forbearance for another 2 months ( because the account had been placed in forbearance for 4 months in XXXX, even though that was never used and a payment was never missed in that time ). He added that we could later call in for an extension of the forbearance. He stated that it would take a few days but would no longer show delinquent and the late fee would be removed, as well. 

We assumed all was taken care of, but then on XX/XX/XXXX, we received yet another letter from Amerihome, this time saying we were 2 months late and at risk of foreclosure. Furious that this error was still not fixed, I called in that evening and waited ( and was transferred back into the general wait line ) for a total of 1 hour and 21 minutes. It was at this point that I started documenting, realizing that no one was fixing this as stated. I then spoke with XXXX, # XXXX. She advised me that she would have her supervisor call me back to resolve this. No one ever called. 

The following day, I called again around XXXX, and spoke with XXXX XXXX, # XXXX. She did some digging in the account and stated that the error occurred because the original forbearance was placed manually XXXX with codes XXXX on the account and for some reason the system would not allow it. She stated that it looked like the forbearance was not approved despite being told it was, even when she attempted it, it was giving her an error message. 

She showed that the account had been in forbearance for a total of 4 months in XXXX XXXX XXXX - XXXX, and XXXX XXXX. I explained that at the time, we were told we would have to pay the entire sum back at once at the end of the forbearance and could not afford to do so, so we did not use the forbearance ( you can see this in our payment records XXXX. Even so, if 4 months were tagged in error the previous year, that still left 2 months of a 6 month forbearance. She recommended that I complete another financial interview, but I explained that their current COVID forbearance policies specifically offered that I did not have to go through any of that process again. I asked her to have a manager to please fix and override as everyone had already acknowledged that this was Amerihome 's error - not ours, what had already been promised as fixed twice before. She said that she would submit a ticket and I would hear back in 24-48 hours. I sent a follow-up secure email to the company detailing my complaints above on the same day, XX/XX/XXXX. 

XXXX XXXX responded via email on XX/XX/XXXX at XXXX that I will be receiving a call from a manager on XX/XX/XXXX. 

At XXXX on XX/XX/XXXX, I received a call from Amerihome Debt Collections about my being 2 months past due. I informed the rep, XXXX XXXX, # XXXX, that I was waiting on a call from a manager/supervisor to fix exactly that problem and if she was not that person, to transfer me to someone in that position. She agreed to transfer me to a supervisor, as well as to fix my credit bureau reporting. Instead of transferring me, my call was then dropped by Amerihome. No one called back. No manager ever called and it has now been 72 hours. I don't know what I can do - the company agrees it is their error but refuses to have anyone fix it!

Company response to consumer: Closed with explanation