Consumer complaint received 2022-03-16
Company: AmeriHome Mortgage Company, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Towards the end of XX/XX/XXXX, I received an email from mortgage company saying that I have an escrow shortage of {$1700.00}. I called the mortgage company to explain why an escrow shortage of such amount. Their explanation was because taxes increased from {$4900.00} to {$5000.00} a year. I found it very confusing that a {$100.00} difference in tax increased will create such a big amount in escrow shortage. Still not satisfied with that answer I called back to the mortgage company again, this time a representative tells me that there was a double payment for the month of XX/XX/XXXX. I told them how that was possible if previous owner had paid taxes in XX/XX/XXXX that covered the month of XXXX. The representative had no answer. I reached out the county tax collector for information about a payment for the amount of {$1300.00}, the tax collector person says the amount does not show in their payment history. The tax collector email me a copy of the payment history for the entire year of XXXX and beginning of XXXX and it only shows 2 payments received ; in XX/XX/XXXX for {$1200.00} and in XX/XX/XXXX for {$1200.00}. I called back the mortgage company and explain the situation.. I'm asked to email that copy to them and they will open a case to investigate. So I've been calling this mortgage company every week since the end of XXXX and I still get the same answer. Apparently a tax collector from the mortgage company called the county to verify the check was received and it was confirmed. I called the tax collector and asked if she confirmed, she stated that the tax collector from mortgage company is giving a false statement as she never received a check for {$1300.00}. She even faxed them a proof of payment history where again it doesn't show that check was received. Last week I spoke with a supervisor and told me the previous cases were opened incorrectly but this time he was going to file the proper one and to call back XX/XX/XXXX. Today is XX/XX/XXXX and I called back, another representative couldn't find any case reopened and was not able to provide me with information or any solution to this matter. From XX/XX/XXXX to XX/XX/XXXX, I've spoken with XXXX, two other I can't recall their names, XXXX, XXXX, XXXX ( pretty much told me to take the fault and pay the amount owed of it will hurt me in the end. Also suggested to disperse the payments into 24 months as oppose to one time payment of 12 months ), XXXX, XXXX XXXX, XXXX, XXXX ( supervisor ) and XXXX. I was also told that this issue will take months to get resolved because it needs to be investigated. How are they going to investigate if they keep closing the case with no intentions of finding a solution. I was able to make an adjusted mortgage payment but I refuse to make that extra payment that was increased from money that is nowhere to be found. They have been playing with. me for the past almost 2 months with this phone calls. It is very discouraging and frustrating to know big companies like this one in particular take advantage of people like me who are first time homeowners. I wonder to how many people they do this on a regular basis. XXXX XXXX  SHAME ON YOU!!

Company response to consumer: Closed with explanation