Consumer complaint received 2020-09-22
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AmeriHome Mortgage Company, LLC (KS)

Below is the email string I have submitted to Amerihome. A representive, ( XXXX in KS ) gave me this email as the last contact I had w Amerihome prior to sending the email. There has been no response to the emails, and I haven't received a bounce back email stating the email address isn't valid. 

I have been trying to work w Amerihome to get my payments correctly noted in the system. In XXXX, I was sending two payments monthly. Amerihome would return the payments to me stating that 'when we receive a payment that doesn't satisfy the payment due, we refund the payment '. 

When I called in to make sure Amerihome wouldn't report me late, I was informed that two make bi-weekly payments, Amerihome must schedule autodraft. We set up the account, I continued to make payments that were initiated from my bank until it was confirmed that XXXX XXXX payments would start being deducted from my bank account via auto draft. 

On XX/XX/XXXX, my credit monitoring service informed me that Amerihome had reported me as a late pay. I have had issues in the past w Amerihome doing this-They refuse to contact me if they don't receive payment on time. They show in incorrect phone number when I call in and I always ask to correct the number. As stated below the automated call center states a ( XXXX ) area code associated with my loan. I have never had a XXXX area code contact number. 

After hours of trying to get through, XXXX ( KS ) finally stated she didn't understand why the auto draft feature wasn't working properly, and after I immediately paid the loan payment due for XXXX ( and XXXX ), she stated that she couldn't get the answer from collections department as to why the auto draft didn't work properly and that I 'would be hearing back from Amerihome soon. ' I haven't heard anything back from Amerihome after two emails sent to Amerihome requesting they respond as to why they can't get payment system corrected. They continue to report me late to credit bureaus and are ruining my XXXX with their continued disregard to credit payments properly, and auto draft payments properly. 

I am tired of having to deal with this company and their disregard to correct the situation. In XXXX they issued a correction to the credit bureaus stating I was never late on my payments. I have still yet to see this reflected by the credit bureaus. Now they have sent another 30 day late pay notice to credit bereaus and their own staff has stated they don't know why this would happen as they don't show me being late on my payments in their loan servicing system. 

Clearly this servicer has too many loans and can not properly service a simple request to apply XXXX payments to my loan, monthly, even after we set up the bi-weekly payment request according to their own procedures. 

I will go ahead and file w CFPB since you have had since Tues to acknowledge this complaint and you have elected to disregard. 



From : XXXX XXXX Sent : Tuesday, XX/XX/2020 XXXX XXXX To : XXXX Subject : ATTN : Research Dept Credit Dispute-Urgent Matter Regarding Loan XXXX I am writing this letter in response to a repeat issue with Amerihome Servicing. I am continually spending too much time dealing w Amerihome not getting my payments and reporting me delinquent to credit bureaus. This happened in the spring, and you eventually rescinded the delinquency, but I have yet to see the update on my credit bureaus. 

I was making two payments, plus paying extra towards principal each month. Since the first payment wasnt enough to satisfy the amount due, Amerihome would send my my payment back to me. To rectify the issue, Amerihome had me set up for auto draft where Amerihome pulls the payment from my checking account. It was confirmed to be set up for XXXX payment ( s ). Now, Amerihome has, for a second time, reported me as delinquent to credit bureaus, without ever attempting to reach me at my number or contact me. 

According to your automated system, Amerihome keeps requesting confirmation of the number associated with my account as XXXX number. That is not the correct number ( I have never had a number w a XXXX area code ). My number is XXXX. 

As of XX/XX/XXXX, that Amerihome has again, reported me delinquent for XXXX payment. Again, no notice from Amerihome that payment didnt go through, rather, Amerihome just reports me as 30 days late. None of the Representatives I have talked to in the past 48 hours have any idea why I am being reported late. I have spent, in the past two days, no less than 5 hours, trying to resolve this latest issue, which has nothing to do with a failure on my part. The latest attempt to fix this issue was with XXXX ( from KS ). XXXX could not understand why the drafts havent gone through as they are scheduled to. Our call started at XXXX XXXX CST and went on for close to 60 minutes. She tried to get an answer internally, but did not hear back from the department that handles auto draft fails while we were on the call. 
I immediately paid the balance owed when I first noticed the problem ( according to my credit monitoring service ), and yet, that payment hasnt been drafted from my checking account. I have XXXX faith that you will actually not continue doing the same thing month after month. 

You are forcing me to have to file a complaint w CFPB if this situation can not be rectified, ASAP. I need someone from Amerihome to call me to explain why XXXX can not get this corrected. Your hold times for 30 minutes, when I do talk to someone, they cant help me, or the system is currently down. I work with loan servicers every day, and I have never, in 25 years of being a mortgagor, have ever been late on a payment until Amerihome. I can not believe Ameirhome doesnt have better technology to communicate with borrowers considering the size of the subserviced loan volume. 

Please contact me at XXXX by Friday, XX/XX/XXXX by XXXX CST. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX