Consumer complaint received 2020-10-14
Company: AmeriHome Mortgage Company, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I closed on my refinance of my home during XX/XX/2020. I was given a temporary payment coupon to use with an account number. I made my payment on XX/XX/XXXX using the payment coupon account number I was given. I have confirmation from my bank bill pay confirming payment was sent and received by Amerihome on XX/XX/XXXX. XX/XX/XXXX I received an automated phone call from Amerihome saying that they hadn't received my payment. I stayed on hold to speak with someone who confirmed that my payment was not received, and my account number was different than what I was given to use. The person on the phone could not help me and directed me to submit a dispute on the website to have the payment applied correctly. I wasn't able to find anything on the website so I called back the next day XX/XX/XXXX to determine how to get this payment corrected. I spoke with a representative who told me that I was given a temporary account number at closing, but that my actual account number was different. I never received any documentation to that effect because the transfer of my account information from my refinance also had my incorrect mailing address. I have since corrected my mailing address, and my account number for my ongoing payments. I also made a 2nd payment for my mortgage through the Amerihome website to make sure I wasn't reported delinquent ( just went through that with my last mortgage company and spent a couple of months cleaning that up. I was not delinquent then either ) So I have now made 2 payments for XXXX, but Amerihome only has one applied to my account. I had asked to speak to a supervisor on XX/XX/XXXX, and I was transferred and waited on hold for a while to find out the mailbox of the supervisor was full so I couldn't leave a message. I then contacted my bank to see what my options are. They said they faxed a transmittal to Amerihome that confirms my payment and I should be able to see the correction to my account within 24 hours. I called Amerihome back on Friday XX/XX/XXXX and it still had not been corrected, but the person I spoke with ( I believe it was XXXX XXXX said she would keep an eye out for the payment and contact me within a few days. I called back XX/XX/XXXX since I hadn't heard anything, and spoke with someone who told me that there was only one payment made, and that's all she could tell me. I asked to speak with a supervisor. She tried to connect me, but then came back and I was told that the supervisor would not speak with me, that this was not a supervisor call. I said, well then this appears to be either fraud or theft by XXXX, so if this isn't a supervisor call then I don't know what is. I explained that I would be filing a complaint with the XXXX  and the CFPB, and I was told to do what I needed to do. I could tell the person I was speaking with was very frustrated that she couldn't help me and that her supervisor wouldn't speak to me. This is a horrible environment for a person to work in. I again contacted my bank to see what my options were since it felt like Amerihome was keeping my money and therefore stealing it from me without any ability to escalate my concern. I was literally told, I can not speak with anyone but the agent I was speaking to, and that I as a customer have no ability to escalate to get resolution to my problem. My bank again tried to contact Amerihome to fax another transmittal. My bank representative said she waited on hold for a while, finally got through to someone, then as soon as she gave them my account number, they were disconnected. This company is acting very shady. My impresssion is that they are using temporary account numbers to either steal money from people, or try to collect late fees. I was able to send a 2nd payment because I didn't want to deal with late fees or negative credit reporting, but most people probably don '' have the ability to pay their mortgage twice in one month. And I should not have had to make 2 payments in one month. I am attaching my temporary payment coupons that I received at my loan closing and confirmation of my payment on XX/XX/XXXX using that account number. I have spent at least 7 hours, with numerous calls to both Amerihome and my bank to try to get this resolved, and still nothing has been resolved. This is taking time away from my doing my job because Amerihome employees aren't doing their jobs. There is something unethical happening at this company, and I feel so helpless to get my issue resolved. This is a horrible trend that I am seeing in mortgage companies, since this is now 2 different mortgage companies in the past few months trying to get late fees, or misapplying funds. I'm really not sure what is driving this, but from a customer perspective, this is a horrible situation when I am just trying to do what I was told to do, and I am just trying to pay my mortgage, with no request for relief or any special treatment.

Company response to consumer: Closed with explanation