Consumer complaint received 2020-12-28
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: AmeriHome Mortgage Company, LLC (GA)

I am filing a complaint against my Mortgage Servicer, Amerihome, as they are improperly denying me the mandated right to forbearance. 

I initially requested a forbearance application and in XX/XX/XXXX received a notice that they indeed receive said application and will update me within 5 business days. This notice was the last piece of correspondence sent to me directly at my home address. Additional notices of missing documents were sent elsewhere. The only way I have maintained records of correspondence with Amerihome is through my online account and profile through the e-documents. 

I downloaded further notices that my forbearance application had been closed due to missing documents not being received by the deadline. 

I then decided to call Amerihome and again request a new forbearance application. 

XX/XX/XXXX : Called Amerihome and spoke with representative Mr. XXXX ( Employee ID XXXX ) Mr. XXXX further explains to me that my Power of Attorney is missing from my file and a new one is required in order to request a new forbearance application. My attorney had previously this year sent them a POA, but Amerihome claims it is now missing from my file. 

I was instructed to include the following on the POA : Loss mitigation Loan modification Workout options Fax number : ( XXXX ) XXXX ATTN : Bankruptcy Department XX/XX/XXXX : At XXXX I sent my attorney the request to resend a POA to Amerihome granting permission to discuss loss mitigation options with me. 

XX/XX/XXXX : At XXXX called the XXXX  XXXX XXXX XXXX to inquire if there is a deadline for forbearance eligibility under the CARES Act. Was informed that they are unable to speak with me about my home loan as I am in active bankruptcy. Was told to reference below Act ...

Information researched on CARES Act forbearance on government backed loans : CARES Act 4022 ( b ) requires servicers of federally backed mortgage loans to grant
forbearance requests from borrowers experiencing a financial hardship due, directly or indirectly, to the COVID-19 emergency. The language of the act is mandatory. The servicer may not require anything other tha
n the borrowers attestation to a financial hardship caused by the COVID-19 emergency. See CARES Act 4022 ( c
) ( 1 ). Once the borrower has affirmed the COVID-related hardship, the servicer must provide the forbearance. Although some servicers have ignored this requirement, CARES Act 4022 ( b ) ( 1 ) explicitly provides that borrowers are eligible regardless of delinquency status. It does not matter if the borrower is delinquent at the time of application or was delinquent before the Presidents XX/XX/XXXX emergency declaration. 

****Borrowers who believe they have been improperly denied a forbearance or have other problems with their servicer should submit a complaint to the Consumer Financial Protection Bureau using its complaint portal. ***** XX/XX/XXXX : At XXXX received confirmation from attorney that another POA was submitted to Amerihome. 

XX/XX/XXXX : At XXXX called Amerihome and requested a forbearance package. Was informed by representative that one will be mailed to my home address promptly. Instead went and printed off the previously requested application available via my online profile. 

XX/XX/XXXX : At XXXX I mailed my completed forbearance application via Certified Priority Mail Express ( 1 day ) requiring signature upon receipt. Was informed the application will arrive before XXXX on XX/XX/XXXX. I have also made copies of said application to save in case mortgage servicer claims information is missing within application. 
USPS tracking no. : XXXX XX/XX/XXXX : At XXXX I received confirmation from USPS that the documents were delivered and signed by XXXX XXXX. 

XX/XX/XXXX : At XXXX I spoke with Ms . XXXX ( Employee ID # XXXX ) and inquired as to the nature of random letters sent to me requesting I submit additional documents to complete my forbearance package. Im asked to submit paystubs in spite of sending a hardship letter explaining I am unemployed. Im asked to submit a divorce decree in spite of never being married. Im asked to submit a social security benefits statement in spite of the forbearance application stating that if unemployment is the reason for my hardship no additional documentation is required. It appears as if Amerihome is treating my forbearance application as if it were an application for Modification. 

The representative stated that she sent an email to both the Bankruptcy and Loss Mitigation departments highlighting the issues and delays of my forbearance application. 

I have previously requested for a supervisor to contact me, but received no follow up. I have again asked for another supervisor to please call me and am told one will reach out to me in 24-48 hours.

Per the CARES Act, any individual with a government backed loan can automatically receive a forbearance by simply applying for such and providing a hardship letter to the mortgage servicer indicating hardship as a result of the COVID-19 pandemic. I have done this yet my forbearance application is consistently marked incomplete and I am asked to submit random irreverent documents in order to move forward with said request. 

XX/XX/XXXX : At XXXX I called to obtain a status update on my forbearance application. I spoke with XXXX ( Employee ID XXXX ). She explained to me that no update has been entered into my account and that I should wait up to 30 days for the Loss Mitigation Dept. to review my application. She insisted no additional information was available. When asked why I have not received a call back from a Supervisor she stated they are busy. 

XX/XX/XXXX : At XXXX I called Amerihome again dissatisfied with the information I received earlier that morning. I spoke with XXXX XXXX ( Employee ID # XXXX ) and was informed that it takes 5-7 business days to review a file. When asked why I was told by the former representative 30 days she did not have an answer. 

XX/XX/XXXX : At XXXX I called the Consumer Financial Protection Bureau to submit a complaint on Amerihomes mishandling of my forbearance application.