Consumer complaint received 2020-08-09
Company: AmeriHome Mortgage Company, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage with Amerihome Mortgage out of XXXX, NJ. I purchased my house at the end of XX/XX/XXXX. In XX/XX/XXXX I received a statement notifying me of an escrow shortage. They said my taxes went up. I only owned the house a couple months so I knew they couldnt have went up. I called my county tax collector and she verified my taxes never changed. The tax that Amerihome said went up was a school tax. It went from {$250.00} to {$2500.00}. Looking at my tax info I instantly saw what happened. The next number in line on my taxes started with a XXXX. Somehow that XXXX got put on the end up the actual amount. Making it much larger. I called Amerihome to explain to them and they wanted me to send in proof. I sent in my tax info, multiple times for 3 and a hal months. To be told different things everytime I sent it. I was told they received it and it will take up to 2 days to review it. I was also told the never got it. The service reps at Amerihome are by far the worst I've ever dealt with. I can call 3 times a day and be told 3 different things every time. Finally I got a rep that actually cared, and told me I have to send it a certain way for them to even consider opening the email. All the reps I talked to before hand in the 3 and a half months never bothered to tell me that. So finally they said my request was under review and it will take 10 days before it is analyzed. A month later they finally finished it. On XX/XX/XXXX they made the changes to my mortgage. However, my original payment was {$990.00}. Because of this " shortage '', which there never actually was one, they just messed up my tax amounts, they made my payment {$1500.00}. I paid that amount for 4 months, because I didnt have a choice. Which means I over paid by {$2100.00}. So when they analyzed my mortgage and corrected it, they made my payment {$1000.00} instead of the original {$990.00}. If that's the case that would mean I over paid by {$1900.00}. But when they sent me an overage check, it was only in the amount of {$1100.00}. So I called and talked to 2 reps to see why I didnt get all my money back that I over paid, and to see why my payment didnt go back to normal. The first rep said that my escrow balance wasnt high enough to get all my money back, which makes no sense. They also said that my monthly payment went up because my homeowners insurance went up {$10.00} a month. Still doesnt make sense because they are saying my payment went from the original {$990.00} to {$1000.00} which is {$42.00} more. Theres no way a {$10.00} increase in insurance would add that much a month. The second rep told me I'm not getting all my money back because the extra I paid in went to make up for the so called shortage because of my tax increase. Which is what I just spent the past 4 months fighting with them about, and was supposedly just resolved. Also, that my monthly payment went up because of a tax increase. Which once again, there never was a tax increase. I get no where with these service reps because each one tells me a different lie. I'm not sure what to believe about my mortgage and highly doubt I will ever get my money back that I over paid and that my mortgage payment will.ever be right.

Company response to consumer: Closed with explanation