Consumer complaint received 2020-06-19
Company: AmeriHome Mortgage Company, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I took a long time to file this complaint as I should have done it when I started having issues with this company. First, at the end of XX/XX/XXXX we started the refinance process with Amerihome for our home that we purchased on XXXX of XXXX. Around Mid-XXXX We finalized closing paperwork but received a call from the title agency that we were unable to close because an issue with the signature of my son as he has a stake in the property but he is a minor and needed a court order. On XX/XX/XXXX, I was able to obtain he court order and sent it to my Loan processor XXXX XXXX. On XX/XX/XXXX XXXX XXXX, our mortgage loan specialist, contacted me and he informed me the new refinancing loan would only take 10 days, since everything was already completed and all we needed was the court order and we would not have to pay the mortgage for XXXX, but this was not true and I had to pay my mortgage payment which was ( {$1000.00} more because we were short in escrow, and which was the main reason we wanted to refinance. The excuse they gave me as why it couldnt be done by XXXX was because of the covid pandemic they were behind with their workload. Which I understood so Finally, on XX/XX/XXXX a notary arrived to our home and we signed the new refinancing documents. The following day on XX/XX/XXXX I sent a payment of {$2000.00} to the title company. One week after, I reached out to XXXX and to XXXX via phone calls to see if everything was fine, but they did not answer our calls, on XX/XX/XXXX I sent an email to XXXX to find the status of the refinance, but didnt receive a reply. On XX/XX/XXXX my husband sent an email to XXXX XXXX asking her about an update, and didnt receive a reply ( So I thought everything went well, as they say no news good news ) but I was wrong. To my surprise on XX/XX/XXXX, we received a delinquency letter from the mortgage that we were late for the XXXX payment and we were due in XXXX. When I called them again, I did not get any replies, I contacted XXXX Supervisor, XXXX XXXX, and informed me that he would get back to me 24 hours and he did not, nor via by Email or Phone call. So I needed to find a way to find out what happened and was able to find the phone number of the title agency from our closing documents, and got in touch with the Tittle agency and they were the ones who informed me that the refinance couldnt be done, because the documents I sign for my son were not correct. and that Amerihome had known since XX/XX/XXXX. The tittle agency told me that by XX/XX/XXXX they had informed XXXX about the issue and that she would let us know but XXXX never had the audacity or face to inform me that my refinance wasnt finalized. And here I am thinking that my next mortgage payment would be on XX/XX/XXXX. The title company was able to get in touch with XXXX and she called me with excuses on why I was not told any of this information. She told me to pay the XXXX payment and not to worry about it since we were going to refinance it again that it would not be reported late, so I paid the XXXX mortgage on XX/XX/XXXX, and she also assured me we were going to close in XXXX. I wrote an email to everyone involved that we needed to be let know any issue that arises, that we need to be communicated on the status of the refinance so we dont have any more surprises like in the XXXX refinance. But now is XX/XX/XXXX and supposedly my file is currently with management because the XXXX payment was reported as late with the credit bureau and they are the only ones that can take this derogatory information out, It was late because of their own fault because it would not had been late if they had told me that the refinance was not done in XXXX. Now it is mid-XXXX and I had been calling and emailing, XXXX XXXX, XXXX supervisor XXXX XXXX, XXXX XXXX and her supervisor XXXX XXXX, and received NO reply or phone call, and was extremely nervous as I did not see the refinance being completed in XXXX. Today XX/XX/XXXX I received an email from XXXX XXXX explaining that due to errors on Amerihomes and the title agency we are unable to refinance. He explained the reported late payment, which they created by lack of communication, eliminates the possibility of getting the refinance done and he does not have magic wand to make this issue go away. Now I have no refinance completed, and one reported late payment which I need to be removed as soon as possible as this will affect my credit score and mi ability to get refinance done. I have been with Amerihome for over 2 years and never paid late, I don't understand why they cant remove the reported late payment, which they created, as I am doing the refinance with them and not another bank. We have worked very hard to have our credit in good standing to have it destroyed by the lack of communication of this company. Saying sorry does not fix my credit.

Company response to consumer: Closed with explanation