Consumer complaint received 08/23/2017 about Mortgage (FHA mortgage) with AmeriHome Mortgage Company, LLC (CO).
Issue: Struggling to pay mortgage

Complaint: XX/XX/XXXX RE FHA Loan Modification / Sales Date Extension Request I personally submitted full 57 page loan mod submission with supporting docs on XX/XX/XXXX.Called weekly and have notes and ID 's date stamped in a notebook.XX/XX/XXXX they wanted coborrower to sign 1 and 5 of the borrower uniform application and mom to sign her financial hardship letter and current paystubs. XX/XX/XXXX at XXXX XXXX XXXX the 10 page fax was faxed to XXXX XXXX ( supervisor of default ) fax and to the loan mod fax requesting file be moved to u/w. Last week they said they did n't have the financial hardship letter. I have proof they got it on XX/XX/XXXX in the loan mod submission 57 pg fax. They asked XX/XX/XXXX to add moms signature. XX/XX/XXXX they said they had it yet on theXX/XX/XXXX they said they did n't yet numerous people confirmed. We have recordings of them saying they have EVERYTHING required to send to submit to uw but its within 14 day window that they did n't have everything on time yet I have proof EVERYTHING was faxed XX/XX/XXXX outside the 14 day window. We are requesting that the SALE DATE of XX/XX/XXXX be pushed out 15 - 30 days. We are doing submitting an " Appeal of Decision '' to not move the Loan Modification file to the u/w and to not extend sale date to allow time for u/w. We are doing this with Amerihome, the attorney foreclosure law firm, FHA, HUD Loss Mitigation, US Senators office XXXX XXXX and I submitted a wrongful denial last night to HAMP MHA. Borrower has a legimate Medical Hardship on this case and is now recovering andXX/XX/XXXX got a full time job. She lives in the home and she wants to keep the home and is deserving of the opportunity to have her completed file reviewed by an underwriter. We need someone to review the situation and push out the sale date AND push the completed loan modification package ( which we have recorded audio confirmation of ) to the underwriting department. ) The default dept state u/w is 5 business days but they closed file MondayXX/XX/XXXX and MAILED a letter of denial to XXXX via snail mail to XXXX XXXX Monday I requested they overnight this letter AND that they fax it to me and I have n't received it. They decided Monday that because they did n't have 14 days that they were closing file and XXXX can " appeal '' and has 14 days to appeal. I have been requesting since XX/XX/XXXX for them to push file to u/w as I have FULL prove that they had ALL requested docs on the XX/XX/XXXXhich they uploaded on the 8th. From the XX/XX/XXXXto Friday XX/XX/XXXX various " Loan Counselors '' in the " Default Department '' kept asking for documents that I have proof of digital time stamped faxes we already had sent in previously. So from the XX/XX/XXXXto the XX/XX/XXXXhe file sat with all required docs for them to push to underwriting. This homeowner does n't deserve this run around and they are playing games. I have never had a bank be SO difficult and non communicative and just darn right unfair. We have spent hours and hours on the phone and no one has helped since theXX/XX/XXXX. The homeowner got a full time job XX/XX/XXXX and the income and numbers work out perfect for her to be approved to keep same payment and just tack on balance of past due. She is still recovering from serious health issues and this stress and denial of review of her file is not helping and I am afraid with the loss of work hours to try to call and communicate with Amerihome that she is at risk of losing her job. Please see attached documents proving that the file was complete as of XX/XX/XXXX Here is the Dispute : The loan modification was submitted full 57 page with supporting docs on XX/XX/XXXX.Called weekly and have notes and ID 's date stamped in a notebook.XX/XX/XXXX they wanted coborrower to sign 1 and 5 of the borrower uniform application and mom to sign her financial hardship letter and current paystubs. XX/XX/XXXX at XXXX XXXX XXXX the 10 page fax was faxed to XXXX XXXX ( supervisor of default ) fax and to the loan mod fax requesting file be moved to u/w. Last week they said they did n't have the financial hardship letter. I have proof they got it onXX/XX/XXXX in the loan mod submission 57 pg fax. They asked XX/XX/XXXX to add moms signature. XX/XX/XXXX they said they had it yet on the XX/XX/XXXX they said they did n't yet numerous people confirmed. We have recordings of them saying they have EVERYTHING required to send to submit to uw but its within 14 day window that they did n't have everything on time yet I have proof EVERYTHING was faxed XX/XX/XXXX outside the 14 day window.
There is ZERO equity in this property and there are NO jobs in this little mountain town. It is beyond me why this lender would not want to follow procedure to allow a single mother who is recovering from a serious legitimate medical hardship, who is commuting 3 hours each day to go to her job and has done and supplied everything the lender has requested in effort to keep and resume payments to have her file reviewed by an u/w. NOTE - its my understanding she submitted 4 packages last year and has made every effort to get modified to resume timely monthly payments XXXX FRIEND and licensed Mortgage Loan Originator

Company response to consumer: Closed with explanation