Consumer complaint received 2024-08-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: AmeriHome Mortgage Company, LLC
State: PA

Complaint narrative:
I bought a new home XX/XX/XXXX. Immediately after, my loan was sold to AmeriHome Mortgage LLC. My first property tax payment is due XX/XX/XXXX. On XX/XX/XXXX, I received an email from AmeriHome mortgage stating that they would be contacting my local tax authority to determine what amount needed to be paid, and then would make payment from my escrow account. I did notice in my AmeriHome online portal, there was an amount set to be paid out of the escrow in XX/XX/XXXX. There is another amount set to be paid XX/XX/XXXX ( my hazard insurance ) and another tax payment for XX/XX/XXXX. I noticed the XX/XX/XXXX estimated payment disappeared and figured AmeriHome was paying my current property taxes. However, no money had left my escrow and no payment had posted. The XX/XX/XXXX email stated it could take several weeks for the payment to post. Well, now we are mid XXXX and I contact my tax authority. They state they have received NO PAYMENT for my property taxes. My escrow remains untouched but that initial estimate for tax for XX/XX/XXXX in my portal remains empty. I got a copy of my tax bill and forwarded it to AmeriHome. This was about a week ago. I waited again. I get a secure chat from them stating they created a " work order '' to look at my tax bill and " update '' my tax bill. I thought this is what they were supposed to be doing back in XXXX?? I thought, according to their email, that they would be reaching out to my local tax authority to do just this? If it weren't for me sending them my bill, nothing would have been paid. 
This work order has been pending for about a week now. You can not reach a live person at AmeriHome. I sent a secure chat with more copies of my tax bill. The secure chat tell me to use their virtual chat. I have and the people I get on there also iterate there has been a " work order '' created to " look into this '' and everything is " pending. '' When I ask a second and third time, WHEN WILL MY TAX BILL BE PAID, I am told this is when the " work order '' is completed. Its been a week and when I ask when the work order will be completed, the chatting is ended and no one answers me ( its their way of hanging up on me ). So, I have plenty in my escrow account to pay my tax bill right now, today, on time. However, there seem to be many areas where the ball has been dropped and a reluctance to actually do one 's job, resulting in my inability to pay this bill on time. I need you to investigate AmeriHome and actually, a lot of these loan servicers. I am not sure if they get some kickback when people end up being delinquent in making payment ( through no fault of their own! ) That's what it seems like. Many things do not seem right or lawful. I am at the point where, if my taxes can not be paid in a timely manner from my escrow account, I am going to have to pay in installments from my checking account. Why am I paying into escrow then if I am having to use money from my checking/savings account because these servicers are not making payments, which is what they supposedly are in business to do? Something is not right. Seems pretty simple to me. If the money is available, contact the tax authority, find out the amount to be paid, and pay it. There seem to be a lot of shady practices going on and there has to be some financial incentive for these companies. And Im pretty sure its not exactly lawful either. I want my tax bill paid, on time. The money is available. AmeriHome has all the information they need, supplied by me since they seemed to have no interest in doing their job and contacting my tax authority on their own, like their XX/XX/XXXX email stated they would. I want them investigated for fraudulent practices regarding people 's escrow accounts. They seem to be purposely not making payments, accurate and timely payments and Im sure there is some financial gain on their behalf as to why. They definately get some kickback. What they are doing is not lawful. Please look closely at their practices, especially in handling people 's escrow accounts. Thank you so much! 

XXXX XXXX

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