Consumer complaint received 2020-05-11
Company: AmeriHome Mortgage Company, LLC
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
A Complaint on AmeriHome Mortgage Summary : After promising me an escrow overage check several times, even claiming to have sent it once, and dragging me out for 4 months, increasing their response time with each email, all the while having me provide information, records, etc., AmeriHome abruptly claimed that I had already cashed the check, ignoring my request for proof of this transaction and referring me to an imaginary chat forum on their website, when their own telephone contacts confirmed that they were the only correspondents who could assist me. 
Events : In XX/XX/XXXX, I discovered an envelope from AmeriHome that I had never opened, containing an escrow overage check for {$1800.00} made out to me on XX/XX/XXXX. I called the company on XX/XX/XXXX and asked if the check could be renewed, and they said yes. They told me that I had to contact accounting, however, stating that accounting only communicated through email. I called a second time to confirm this was the only way, and a second employee verified this. 
I immediately contacted accounting via the email provided to me ( XX/XX/XXXX ). After over a week ( XX/XX/XXXX ) they replied that they would send me a renewed check, and to give them time to process and send it. I waited, and nothing happened. I emailed them again on XX/XX/XXXX, asking about the status of the check. They never responded. 
During this ordeal I moved. I re-emailed them on XX/XX/XXXX to inform them that my address had changed, and they replied on XX/XX/XXXX, claiming that the check had been mailed on XX/XX/XXXX. This is not true. I had all my mail forwarded to my new address, and the check never arrived at either my old or former address. The message also said however, that if I re-confirmed my new address, they would stop the check and send me a new one to my current residence. I immediately resent my address that day ( XX/XX/XXXX ). 
They in turn responded on XX/XX/XXXX, two weeks later, that they could not send me the check unless I provided them with identifying information pertinent to the loan. I sent this the next day ( XX/XX/XXXX ). On XX/XX/XXXX they again promised that a check was on its way, asking for time for processing and mailing. 
I waited again. On XX/XX/XXXX, I finally emailed them a sixth time, complaining how long I had been waiting, how many times I had been promised things, and that it had been 3 months since I had started this process, with no check in sight. In their first response to me, they apologized for not responding in their usual timely manner ( 6 business days ). Throughout my interactions with them, their correspondence took longer and longer, from one week, to two weeks, to 3 weeks, veering far off their promised standard time. 
On XX/XX/XXXX ( 3 weeks later ), AmeriHome replied there would be no check, claiming that I had already cashed it on XX/XX/XXXX. They instructed me to contact the chat forum on their website if I had any questions. I went on their website and found that no such chat forum existed. 
I knew that it was untrue that I had cashed the check. As I have mentioned, the check had been sealed in an envelope until XX/XX/XXXX. I looked up my bank statement to confirm and found no such transaction had ever take place. 
On XX/XX/XXXX, I responded back asking for evidence of this transaction. I asked for the name of the institution at which the check was cashed, and I asked for a copy of the front and back of the cashed check. I repeated that I was still in procession of the check they were claiming was cashed, and informed them that my bank statements, which I had checked, showed no such transaction had ever taken place. 
On XX/XX/XXXX, two weeks later, AmeriHome responded, merely repeating what they had said before and providing none of the evidence that I had requested. It was then that I decided to file a complaint They had promised me a check twice, even claiming to have sent it, and were now saying I had cashed it long ago. I have never been dealt with so unethically by a company, a company that I did not choose but who bought out my loan from XXXX XXXX. 
I have all the emails and dates, ordered and ready to go. I have my bank statements and the check that was claimed to have been cashed. I have all of this photocopied and organized onto a PDF, ready to submit.

Company response to consumer: Closed with explanation