Consumer complaint received 2022-06-29
Company: AmeriHome Mortgage Company, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, my home insurance was re-written with XXXX XXXX who acquired XXXX. The premium was decreased significantly, and XXXX sent Amerihome a request for payment in the amount of {$1600.00} to cover my insurance policy by XX/XX/XXXX. On XX/XX/XXXX XXXX forwarded Amerihome a cancellation of the old policy as a new policy replaced that one. Amerihome failed to make payment to XXXX and on XX/XX/XXXX, I received a letter from Amerihome indicating they received a cancellation of the insurance policy. I uploaded the documents which are attached requesting they make immediate payment. On XX/XX/XXXX, I received notification from Amerihome that information was updated. When I went to check the information on the website was incorrect. The dates were ineffective dates covering XXXX and the insurer was listed as XXXX. I immediately called and spoke with a supervisor who acknowledged the error on their end and advised he would get it updated immediately. He went on to say they would also issue payment expeditiously from my escrow which had enough to cover. I received a voicemail advising payment was issued on XX/XX/XXXX to my insurer and all information was corrected. On XX/XX/XXXX my insurance agent had not rec 'd payment. I called AmerihomeXXXXr to find that they sent the payment to the wrong address and by regular mail. After several minutes of frustration, the agent offered to stop pay the draft and reissue and return the original {$1600.00} back to my escrow and issue another payment to the insurance company overnight by XXXX. My insurance agent provided the overnight address and he first advised he had no way of getting the tracking number with XXXX. On XX/XX/XXXX, I received a email showing the payment was issued to my XXXX XXXX XXXX. On XX/XX/XXXX, my insurer has not received the so-called overnight payment. I called Amerihome/XXXX  and spoke with a representative who provided a tracking number which shows no delivery address on it and no way to confirm this is indeed the address provided for payment. When asked to provide the address she stated, " I don't have that it would've just been what was told to the representative '' When I said it was unacceptable and requested a manager I was placed on hold and conveniently disconnected. Amerihome has also not returned the original {$1600.00} amount back to my escrow in fact it is showing negative as of today. I am in the process of losing insurance coverage as of XX/XX/XXXX placing a significant hardship for me to pay out of pocket when they receive payment to do this. On top of that, I received an analysis of escrow and payment increase when the information in the document is incorrect. The payments are grossly higher than what the charges really are. I would like this company to own their mistakes, return my escrow back to where it should be instead of duplicating payments when it was clearly their error. Review my analysis as they are incorrect, and I have both property tax statement and Insurance which they have grossly increased. Also, ensure my insurer is paid so that I am not without coverage due to their bad faith errors constantly.

Company response to consumer: Closed with explanation