Consumer complaint received 2020-08-06
Company: AmeriHome Mortgage Company, LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Back in XXXX, I lost my job due to covid- upon calling on XX/XX/XXXX, I was promised that I would not have to make marchs payment ( though i was prepared to ) but that since I was out of work with no income I was told I could hang on to my money for the time being and I was told I would be put in a forbearance for XXXX XXXX and XXXX. A few weeks later, received something in the mail stating that I was delinquent on payments, so I called again, I was told to disregard that and also told that my forbearance would be extended through XXXX. There were some discrepancies at this time about my XXXX payment as they were saying it was showing as a missed payment-I explained the call on XX/XX/XXXX ( when I was promised my forbearance would include the month of XXXX XXXX and was told that they would resolve that. I called again a few weeks later to confirm this, and was told that it was still being resolved, but also that my forbearance would cover me through XXXX. So, on XX/XX/XXXX I called again since my forbearance was ending and I thought I would need to make my XXXX payment and I wanted to discuss repayment options on the months I had missed. On that phone call, I spoke with XXXX XXXX who was wonderful! ) she told me that I could do a deferment, she said that it was something they would be offering the next day XXXX XX/XX/XXXX ) but that she would go ahead and enroll me in that plan. She said I would hear back from someone in XXXX days, but that never happened, so on XX/XX/XXXX, I called back to inquired about making that payment. I was told that the deferment plan doesnt exist for an FHA and that there was no program available to defer the payments to the end of my loan and that I was responsible for {$12.00}, XXXX DUE IMMEDIATELY ( total for my XXXX through XXXX payments ) - upon hearing this news I was in a state of panic. I called back numerous times/ was even transferred to supervisors that all told me that I needed to pay all of the months. Finally that same day, I spoke with Miss XXXX she first was talking about foreclosure which was crazy since prior to covid I had 100 % on time payment history!!!!!!! Eventually, she FINALLY mentioned the partial payment claim and said I should be approved for that. I finally that same day spoke with Miss XXXX who advised me further on the partial payment claim, she said this would put these payments to the end of my loan and that it would not affect my credit and that all of the notes were supportive of me being approved for the partial payment claim. Another thing to add is that at this time, I noticed my credit score dropped because Amerihome reported me 120 days delinquent. She did advise me that this would be corrected by the bureaus. After speaking to her, I still felt so uneasy because so many other people that day had given me different information, so I called back and spoke with miss XXXX. She confirmed everything miss XXXX said and said the reporting to the credit bureaus was done in human error and that it would be fixed, but not immediately. I have been calling every couple of days since trying to determine where I stand in. This claim, but nobody gives me an answer. At one point, later in XXXX, I was told an underwriter had my file and I was pending final approval, but never heard anything back. Someone named XXXX from the back who did not have an employee ID as she said she is in upper management called me back and advised that it would be good to go and that she would follow up to let me know when it was completed, she called back the following day with no update, but said she would contact me again, however she never did. On XX/XX/XXXX, I began a new job and am working toward getting my mortgage license. I need to be current on my mortgage in order for my job to assist me in gettin my license though, so I have been calling back regularly since to get this resolved. On numerous calls, I have been told that they had no record of any of this and that I could apply for the partial payment claim. ( I have been trying to resolve this since XX/XX/XXXX when XXXX told me I WOULD BE APPROVED IN XXXX days, so at this point, XXXX losing it. I was also told I would have to end my Forbearance in order to be eligible. I said PLEASE DO WHATEVER NEEDS TO BE DONE. When I called back again, there were no updates nor could anyone tell me anymore than the notes on my file, all of which were contradictory. On XX/XX/XXXX, I was advised that an underwriter was reviewing my file. On XX/XX/XXXX, I called back and they guy had no clue about any of this. He offered to mail me a packet to START my partial payment claim. WHAT HAPPENED TO CINDYS PROMISE ON XX/XX/XXXX, or the MANY phone calls since where I was told underwriters are reviewing it?!? He then started talking about loan modification and other things that would hurt my credit, he also told me that I would need to pay XXXX of the balance owed which is now up to around XXXX in order to be approved, or I could try a partial payment claim but that I likely wouldnt be approved? He also mentioned foreclosure and LAUGHED at me. I had to ask him to stop laughing at me. I have a CHILD. There is NOTHING funny about my child being homeless. Also, in order to maintain my employment ( which is necessary in order for me to make future payments, I need this resolved. Today, I spent my entire lunch break on hold waiting for a supervisor, but never got XXXX and had to go to work. I called back after work and have currently been holding for OVER XXXX hours counting as I type this. 

I also reached out to HUD today, but am still waiting on the XXXX to follow up. At this point, I am DESPERATE for resolution as I need it to maintain my employment. I cant continue waiting, it has taken so long! I have never missed a payment prior to Covid, but I am literally ready to walk away from this house just to never have to deal with amerihome again. I would like to request that my loan be serviced by another company in the future as they do not operate within the law, they make it impossible to communicate since they do not answer or return calls. And I can not live a healthy life in a state of panic over losing my house!

Company response to consumer: Closed with explanation