Consumer complaint received 2017-06-01
Company: AmeriHome Mortgage Company, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
We are having major problems with Amerihome Mortgage Company, they have refused to play fair, they have made misrepresentations and they have done everything they can to STOP us from saving our home instead of allowing us to be considered for help through FHA programs. They have set a foreclosure sale date of  XX/XX/XXXX , even though they have not conducted a review of our current financial circumstances to consider us for programs like modification or partial claim or special forbearance. We have tried repeatedly to resolve our delinquency and this situation but Amerihome has not worked with us. We made a full mortgage payment to them and they accepted the funds but two months later told us they would not credit the payment towards our account because it did not include the late fee ( so they considered it a partial payment ). After being told for over a month that the only way to fix the problem was to reinstate all missed payments we were able to come up with the lump sum of the late fees and 6 months of payments based on the figures they gave us on XX/XX/XXXX . When I called into to arrange the payment to their office, Amerihome told me that the figure was no longer accurate, because they had referred it to their legal department and now we had to pay an extra {$3000.00}. Although we asked for them to accept the payment so we could at least be back on the right track, Amerihome refused. They are purposely denying us access to government programs that could help us save our home and refusing to engage in common sense problem solving.
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My sister and I bought this home in  XXXX . Not long after moving in my sister lost her job, then my father became ill and I had to help cover his medical bills. We were able to hang on and make our payments but then I lost MY job also. I was not able to make the XX/XX/XXXX  payment. In XX/XX/XXXX  I began trying to engage with the Amerihome loss mitigation department and asked for options to solve this problem. They promised to send out paperwork for me to complete in order to be considered for modification or partial claim or repayment plan options. As explained, I sent in the   XXXX    payment, which Amerihome deducted from my bank account, but failed to apply to my balance. I tried to get clarification on what happened, and then was told by their agents that they would not accept partial payments. At the time the payment was sent and deducted I was only 60 days behind and I made a FULL mortgage payment. The Amerihome agents said, sorry, we are going to hold your money in a suspense account and not apply it to the mortgage. I continued to try and get the necessary paperwork sent to me so we could be considered for modification and they continued to say they would send it but never did. Since the only possible way Amerihome would let me resolve this issue was to reinstate the full past due amount, I requested an accounting and a final figure so that I could reinstate the loan. I received the figure and got the money together and contacted Amerihome to make the payment. I was told that the file had been referred to their Attorney 2 days earlier and now the full past due amount had INCREASED by {$3000.00}. Amerihome would not accept it, and instead of being logical and fair I was told that they would not take my payment and that I was going into foreclosure.
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At this point in time my sister and I are both back at work and in a position to afford a fair and reasonable payment. We have attempted a few times to engage with the Amerihome loss mitigation department, but have made no progress. I believe they have violated the FHA guidelines and have failed to follow the proper protocol and procedures for a servicer.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation