Consumer complaint received 2019-03-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AG AH LLC (AL)

On several occasions over the past 2-3 months, I have attempted to contact someone at ArcHome Mortgage Company to resolve various issue involving making payments for an escrow shortage. Each time, I've been on hold waiting for a representative to answer my call. Each time, I've been on the line for over an hour without ever any representative answering. Each time, I've had to hang up due to the long wait. 

I emailed the company, and after several days of waiting, I received the below-listed response, which lists a phone number that is the one that no one ever answered. Also, it stated to simply make an additional payment to my escrow and my monthly payment would be adjusted. I then made an additional payment to escrow, however it never adjusted my monthly payment amount. Additionally, I set up Auto-Draft, however it did not make my payment, and subsequently after I checked the website for the payment, I had to pay it online, AND was charged a {$10.00} late fee. 
This company is also a debt collection agency, and is obviously TOO BUSY attempting to collect money from folks who have defaulted on loans, than to help me with my issues. This is a Horrible company, with NO Customer Service, with No way to resolve issues from good hared working responsible customers like myself. 


Website Inquiry XXXX XX/XX/XXXX at XXXX XXXX Reference number : XXXX Please use this ticket number in any correspondence with us. 
Subject : Horrible Website Dear Valued Customer, Thank you for contacting us. 
We have received your recent inquiry in regards to your mortgage account. When making additional one time payments, your current month 's payment must first be posted to your account. The system will not allow you to make two payments in one day. If you wish to make the payment on the same date as your monthly payment, there is a option to make an additional escrow payment along with your monthly payment. 
We are sorry to hear that you are unhappy with the service in which you have been receiving. We appreciate you taking your time to voice your concerns and opinions to us, as your in put helps us to identify where improvements may be needed. 
Please feel free to contact us at XXXX if you have any additional questions. 
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. 
Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. 
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