Consumer complaint received 2022-05-26
Company: AmeriHome Mortgage Company, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was in forbearance from XX/XX/XXXX to XX/XX/XXXX. I called in XXXX being proactive to make sure everything was in order for when XXXX came around to start my payments again. I told the representative that I would need to fulfill the full forbearance period and not be able to make payments until XX/XX/XXXX. She stated that was fine that this process takes some time and no payment will be due before XXXX. On XX/XX/XXXX I opened a letter from AmeriHomes dated XX/XX/XXXX stating that my deferral has been completed and the dates were for XX/XX/XXXX to XX/XX/XXXX 11 months. My heart fell because there was not way I could pull together the XXXX payment. I call Amerihomes and explained to them what the conversation was with me and the initial rep and was told by the current rep that the other rep misinformed me and that is not how a deferment works and made me feel like I should have know the whole process but I am expecting to be told the correct information so I can make the best choice. The call ended with me asking for her ID number and her hanging up on me. I called again but it was close to closing time and spoke with a kind professional young man that told me they have alot of newer representatives and tried to transfer me to a supervisor but was unable to. I called back again the next day and asked since they pushed the deferment through can I use the last month of my forbearance since I was told we are alotted 12 and I was told yes so I did just that but when I went to make my XXXX payment XX/XX/XXXX that payment was taken and put towards my XXXX payment when I have documentation showing I was granted and in forbearance for XXXX. I called to get the issue resolved and was told that nothing can be done. I asked to speak to a supervisor and was told they can put a request in and someone will get back to me within 72 hours. I asked for a tracking number in case I need to call back but was told they do not provide that information. Needless to say no one called me so I called back on the 4th day retold my issue and the rep I was speaking with was being extremely helpful and I was thinking thank you god! but then she changed and told me there is nothing they can do. I explained that I'm a single mom and was depending on payments not starting until XXXX. I asked since they are taking my XXXX payment and putting it towards XXXX can I use my last month of forbearance and she told me I have no time left for forbearance. we counted the month together that added up to 11 months and she said I don't know how it works and I'm grasping at straws. I tried to call back and once verified the phone hung up and tried calling again then once verified the representative said they couldn't hear me and now I'm here trying to get someone to help me with this. This is huge for me and I just don't understand how people get customer service jobs but are not required to have customer service skills. The reps have talked over me, put me down, made me feel like I was XXXX for not knowing their protocols and procedures. When I call my mortgage company I expect to speak with a representative that is going to be giving me the correct information so I can make a solid decision. That is not the case at AmeriHomes. I asked the last rep if I should hire an attorney to help me gather the recorded phone calls and documentation that they have so they can see I was misinformed and the rep said well if you can get a lawyer you must have money '' I am a hard working mom just trying my best to make ends meet and this whole ordeal with Amerihomes has been an absolute nightmare. The representatives are the gate keepers to the supervisors and the reps are misinformed and will not transfer calls over to a supervisor instead they will say they are submitting a review to the supervisor and you should hear back within 72 hrs but I have yet to receive a response. I'm scared my credit report will be affected by them stating XXXX was late when I infact made that payment.

Company response to consumer: Closed with explanation