Consumer complaint received 2024-02-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: AmeriHome Mortgage Company, LLC
State: NJ

Complaint narrative:
I set up Bill pay through XXXX XXXX for my auto pay monthly mortgage to Amerihome mortgage. Payments started in XX/XX/XXXX with no issues leading up to XX/XX/XXXX. As usual the money left my account like clock work for the month of XX/XX/XXXX on XXXX, XXXX but on XX/XX/XXXX I received a credit for the amount of the mortgage payment. I didn't think anything of this credit because on XX/XX/XXXX The payment for XX/XX/XXXX left my account. I didn't know there was an issue until XX/XX/XXXX when I applied for a business loan for {$40000.00} for my company to purchase a commercial vehicle through the banker I usually use for these type of loans and to my surprise the loan got declined. I haven't been declined a loan or credit card on a business level or personal level in a very long time if ever. I have always maintained my credit spotless until now. The banker from XXXX Bank informed me that it had to do with my Amerihome mortgage. Unfortunately we weren't able to get a loan from them and instead went through a new financial institution and are presently paying over 10 % on this loan compared to 5 % which would have been our rate due to our relation with XXXX and our credit history. Upon checking my report I realized I had two past 30 days payments for XX/XX/XXXX and XX/XX/XXXX. I called Amerihome mortgage company and I wasn't getting any help from anyone. I was getting directed to their credit reporting department and they told me no report was made on their behalf but its on my report. I was told to fax any proof to their credit report department. I contacted XXXX XXXX XXXX get their assistance in getting the proof I needed to show i made the payments on time and that's when I was told that the reason my account was credited the mortgage payment on XX/XX/XXXX was because Amerihome mortgage rejected my payment for reasons unknown to them or myself. XXXXXXXX XXXX couldn't give me any documents as proof because they said they weren't allowed to send anything to me. With this new information I proceeded to call Amerihome mortgage once again and this time the representative I spoke to explained to me that since the XXXX payment wasn't received they applied the XX/XX/XXXX mortgage payment I sent to XXXX therefore leaving my account for the month of XX/XX/XXXX unpaid. The representative also advised me that my XX/XX/XXXX payment was applied to XX/XX/XXXX therefore once again leaving my account in a deficit for the month of XX/XX/XXXX. Fortunately for me this is when we realized what happened and immediately made a payment on XX/XX/XXXX to cover XX/XX/XXXX mortgage. A few days later once again I was on the phone with Amerihome mortgage and I was told they didn't see the payment I made, after making multiple phone calls back and forth with XXXX XXXX and Amerihome mortgage the payment was deemed lost. XXXX XXXXXXXX told me they put a stop payment and I would see a credit for that in a few days. In the meantime I had to make another payment on XX/XX/XXXX and this time Amerihome mortgage did receive it. Eventually I went to a XXXX XXXX branch and they gave me a bank letter as proof the payments left my account and were sent to Amerihome mortgage. At this time Amerihome mortgage representatives would continue to tell me there's nothing they could do as well as claim they haven't reported anything to the credit bureaus, and direct me to their credit reporting department which I once again had to fax all the documents I gathered. I never was able to speak to any representatives in that department it was all through electronic communications on the Amerihome mortgage website. The answer has been the same, which is that the information is accurate and my payments were late therefore they wont make the changes with the credit bureaus. I did submit disputes with XXXX, and XXXX. I wasn't able to file with XXXX as I kept receiving an error while trying to submit the dispute so I just gave up on that. The outcome has been the same on both bureaus, and that is that my report is accurate and I should contact Amerihome mortgage so they can make the changes necessary. I then hired credit saint and they guaranteed to have those late payments removed in 90 days, but I see they were unsuccessful. I really don't care whose fault it is, It wasn't mine so I just want Amerihome mortgage to do the right thing and remove those late payments from my report as my payments were made on time as it has been every month.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation