Consumer complaint received 2019-09-06
Company: AmeriHome Mortgage Company, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, we were informed by XXXX XXXX that our mortgage have been sold on XX/XX/XXXX to Amerihome mortgage company , LLC ( AmeriHome ) .. 

On XX/XX/XXXX, AmeriHome send us notification that they had indeed purchased our note.

AmeriHome bought our note and is now servicing our loan. When we first took out the original loan, we set up arrangements to pay {$750.00} twice a month. And we paid the first {$600.00} before the first payment was ever due and the next at first of the month, so it should " Never Be Late. '' Note : Our monthly payment is {$1400.00} a month. As you can see {$1500.00} we pay exceeds this amount. Amerihome was holding onto our first payment until the second comes in and then applies it. Our first complaint is that we feel cheated, because they are holding onto that first payment without applying it. Their excuse is that it is policy, but they purchased our note, and thus should have to follow the way we originally had payments set up, as we took great pains to set the payments up. Eventually, they sold our note to XXXX XXXX. 


Although we have made regular payments {$750.00} on our note, AmeriHome sent us a plethora of debt collection and delinquency letters on the following dates : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX ( request for payment ) - XX/XX/XXXX ( delinquency notice ) XX/XX/XXXX With XXXX XXXX XXXX XXXX, who we pay our bills through, on the telephone I called AmeriHome on or about XX/XX/XXXX. Their rep stated and That I had not made payments. At this point the representative from the XXXX XXXX XXXX chimed in and stated he was wrong. She stated that the XXXX and XXXX payment had been made, the specific date they were set out and that they had in fact been received by the mortgage company. Amerihomes rep payments have been placed on hold asked some of them have been sit back to me. This is a far cry Front pages having never been made and I was unaware, at this time, that any payments have been sent back. We have to jump through a lot of hoops wait for the check to coat is while at the same time send me a separate check the cover the mortgage and praying that AmeriHome was telling the truth about sending the payment back, so we were not in a position but have a nearly {$3000.00} Worth of checks to cash at what time 41 {$140000.00} payment. This type of abuse went on and on. New line XXXX in XXXX the Department of Veterans Affairs rated me essay XXXX XXXX XXXX veteran and I sent tax documents to the mortgage company, in early XX/XX/XXXX, so they was stop taking tax payments via escrow. This proved to be a tremendous chore. In XXXX I followed up on my initial inquiry by sending the following email. 

Hello, Earlier this month, we faxed a copy of our tax bill to your company - specifically : 1 XXXX XXXX XXXX, TX XXXX Fax : XXXX We informed AmeriHome, I was a XXXX XXXX   XXXX veteran and in Texas - XXXX XXXX XXXX vets are exempt from ALL property tax. Included in the fax was a copy of my VA Letter. 

However, a couple of weeks has past and weve not heard anything about refunding the taxes, paid into escrow, back to us. Instead, weve been told AmeriHome is planning to pay taxes up through the 2nd week of XXXX. We need AmeriHome to : 1. Update its records regarding our tax exemption 2. Immediately refund us the taxes youve collected and are holding in Escrow ; in that, the taxes are no longer due and our household isn 100 % exempt.

3. Adjust our mortgage payment to reflect payments ; which do not have property taxes as part of the makeup of the payments. This needs to be done without delay ; since payment is due XX/XX/XXXX. 

Please note, this is our second attempt at collecting our property taxes back from AmeriHome Mortgage. 

Also, please confirm you have received this email. 

If you have questions, please let us know, XXXX XXXX XXXX XXXX And finally I received the following on XX/XX/XXXX : Dear XXXX XXXX,, Thank you for your recent inquiry regarding your escrow. 

Our records indicate that your escrow account was reanalyzed on XX/XX/XXXX. Any overage in escrow will be mailed to you. Your new payment will be effective XX/XX/XXXX in the amount of {$1000.00}. 

If you have a question and would like to speak with a representative, you can initiate a Chat session by Live Chat or  send a secure message by selecting Ask a Question. 

Thank you for giving us an opportunity to be of service to you. 

Sincerely, XXXX XXXX E-mail Support Representative I responded, via email, with the following on XX/XX/XXXX : Good morning, We appreciate your reply to our last email. 

If I understand your email correctly, we are still going to be collecting tax money for the month of XXXX and XXXX as part of our payment? This absolutely makes no sense and you provided nothing in your email that provides a reasonable explanation for why are you deem it necessary to have a payment made in excess of that which is required for the mortgage and insurance. This seems on its face unlawful and illegal, because you are receiving monies for which you are not due. 

If it appears that we are upset, we are. We did not ask you your company to acquire our mortgage, but since the day you acquired our mortgage we have been nothing but abused and bullied by your company. Your company has mandated payment policies on us as if they were contractual ; which theyre not. Therefore we do not have a high level of trust regarding your company. 
Since the very beginning when we made our first payment ; your people treated us as if we were deadbeat debtors. We have a recording where your people stated we hadnt made a payment, but we had our bank online which not only told yall we had made the payment but when you received it. And your company still accused us of not making a payment. So we do not have a high level of trust regarding anything that you do. Therefore you will need to explain to us your rationale for both the XXXX and XXXX payments, so that it is crystal clear. 

So we are demanding that you explain yourself as to why are you require extra payments for XXXX and XXXX as it appears you are collecting monies not due you and doing so by mail. 
Additionally we want a complete breakdown from our first payment to present date. ; where youve applied the monies for each and every payment we have made thus far to present date. We also wish to have a detailed accounting of the money in escrow from beginning to present date. And we would like that ASAP. 
And please note, we are borderline on going to the consumer finance protection bureau, due to what we perceive to be abuses by your company against us. And frankly were tired of it. This is not a threat, but rather at outcry of extreme frustration at the poor customer service and abuses that that some of your employees have bestowed upon us. 

Sincerely, XXXX We have yet to receive the requested : 1.  Rationale, to our satisfaction, for AmeriHome to request extra payments of us for XX/XX/XXXX and XX/XX/XXXX. 
2. The complete breakdown of how our payments have been applied from our first payment through XX/XX/XXXX 3. A detailed account/break down of payments made out of escrow to insurance & taxes to our satisfaction.

Company response to consumer: Closed with explanation