Consumer complaint received 2021-05-12
Company: AmeriHome Mortgage Company, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Initial complaint to CFPB ( XXXX ) was closed, but it is an ongoing matter. 

Since filing initial complaint, AmeriHome has failed to provide the following information that has been requested in writing multiple times. I have been corresponding with XXXX XXXX XXXX AVP, Customer Experience Office of the President ) and cc'ing XXXX XXXX on materials : XXXX. The payoff amount for the escrow on my mortgage as a lump sum for the year. I requested this on the following dates : XX/XX/2021, XX/XX/2021, XX/XX/2021, and XX/XX/2021. I was told that it had been requested and they were waiting, but XXXX XXXX has not updated me with a timeline. I have asked for that in writing twice ( XX/XX/2021 and XX/XX/2021 ). 

XXXX. AmeriHome representative XXXX XXXX Phone call XX/XX/2021 ) informed me that while my account was being investigated, I would have no late fees. They assessed late fees twice in the amount of {$62.00} for a total of {$120.00}. I informed XXXX XXXX of these fees on XX/XX/2021 and XX/XX/2021. I was told on XX/XX/2021 " I wanted to follow up with you and let you know that the request to have the late fee waived is in process. '' This did not address the 2nd set of fees and is not a confirmation that the late fees would be waived. 

3. AmeriHome has failed on multiple occasions to tell me the new amount of my mortgage. I asked this specifically by email on XX/XX/2021 & XX/XX/2021 : " Lastly, I need the amount that my payment is when the escrow is paid separately. '' XXXX XXXX responded : " Additionally, to confirm your principal and interest payment is : $ XXXX. '' In an email from XX/XX/2021, I asked the following : " '' During this dispute- AmeriHome refused to accept my direct payments as they were not for {$1900.00}. My account needs to be altered so that $ XXXX will be accepted. The XXXX and XXXX payments were declined for this reason. 
To be very clear : If I pay {$1200.00} and whatever the escrow lump sum is determined to be- that is it? This {$1200.00} includes paying the insurance to XXXX XXXX and the FHA insurance? 
My additional concern is that if I pay the escrow into the system as a lump sum, AmeriHome will not apply the funds to the escrow, but instead will apply the funds to the mortgage payment leaving me in the same situation. How do I ensure that my payment goes to the correct place? '' '' To this XXXX XXXX responded : " '' The {$1200.00} is representative of the principal and interest only. This does not include any of the items escrowed : taxes, insurance, or PMI ( private mortgage insurance ). 

If I may, are you requesting that you pay your taxes on your own on the go-forward? If that is the case, we would need to submit a formal request for this to be reviewed and approved. " '' To sum up : I feel like I'm not being listened to in the slightest and that all of this is a delaying tactic by AmeriHome to force me into defaulting on my loan. 
I have made repeated requests in writing that are often ignored and/or deliberately answered incorrectly. This has become so prevalent that I have insisted that all exchanges be made in written form as I can not depend on them to give consistent answers. 
I will happily pay what I owe this week if AmeriHome will give me the information I have requested from XXXX XXXX in writing MULTIPLE times. 
Honestly, I just don't trust them enough to send them a blanket payment without documentation that the money would be applied accurately to my account. At this point, I feel like the only reason they are even communicating with me at all is to try and get me to pay their fees and extra interests out of frustration with the hopes that they will resolve it all later ... But, I don't trust them. I think they will take that money and stop any sort of future negotiation on how I can lower my payments. 

With all of the interest they have applied to the escrow, me paying it off in a lump sum could possibly save me several XXXX dollars in interest over the course of my loan and would allow me to keep my home. This is not an unreasonable request- why has the investigation into the escrow and the ensuing conversations about resolving this in an economical way taken almost 3 months to get NOWHERE? This is ridiculous.

Company response to consumer: Closed with explanation