Consumer complaint received 2024-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: AmeriHome Mortgage Company, LLC
State: NY

Complaint narrative:
XXXX Called and reported forgery XXXX Called and was given an update ( case was being investigated ) XXXX Called and requested all documents from XXXX to be sent to me ( employee XXXX # XXXX ) all documents would be sent to me within XXXX business days Between XXXX Called and was told documents could not be sent to me unless I submitted a written statement ( by mail or fax ) to the research team. I was also given an old or incorrect fax number. XXXX Faxed the documents to the old/wrong number. XXXX Called and ( employee XXXX # XXXX ) was told the fax number was bad and was given a new fax number. XXXX Called and was told ( employee # XXXX ) fax was received on XXXX and to wait to be contacted. XXXX Called and was told ( employee XXXX ) that the case ( my documents being sent to me ) was closed. I never received any documents so I asked to be transferred to customer service where i spoke with ( employee XXXX XXXX # XXXX ) I was told that it is possible they went the documents to the wrong address. After further questioning, XXXX looked into my account and found that my name WAS on the documents I asked to receive WITHOUT my knowledge or permission. Thus confirming my name was forged. XXXX stated he would notify personnel to send the documents to the address I gave him XXXX hwy XXXX XXXX La XXXX. XXXX Called and spoke with ( employee XXXX ) and told him I still haven't received any documents. He looked in the notes on the account and the correct address was recorded. There is no way for him to see if the documents have been sent out. However, he went ahead and reported the forgery on the lost mitigation packet again and is having personal send those documents to me at XXXX hwy XXXX XXXX La XXXX. XXXX Called and spoke with ( XXXX XXXX # XXXX ) I was informed that the deadline for the fraud department to respond to my request of lost mitigation documents was the XXXX of XXXX and to call back in a few days for an update. XXXX Called and spoke with ( XXXX # XXXX ) was informed that a loss mitigation packet was sent in by XXXX and approved as long as both parties signed in front of a notary. The paper to be notarized was delivered to XXXX at an XXXX address on XXXX. I was told to re-fax a request for all previously submitted documents from the fraud department. I faxed these documents to numbers ( XXXX ) XXXX ( XXXX ) XXXX XXXX Called and spoke with ( employee # XXXX ) I asked if the forged documents had been mailed to my address yet. Fax was received on XXXX. I was informed that the fraud department was doing an investigation on my case and that the legal department would call me at ( XXXX ) XXXX. The employee stated that I may receive the documents that were requested on the XXXX, but she would go ahead and request the documents be resent to me. XXXX Called and spoke with ( XXXX XXXX # XXXX ) she informed me that Amerihome has been submitting the wrong request and thats why I havent received any documents. She also said the documents could not be faxed because they are considered a secure item. She put in a correct request and said I would receive the document by XXXX. The department has until XX/XX/XXXX to send the documents, so I was advised to call back on Thursday XX/XX/XXXX if XXXX XXXX received the documents to check on the status. XXXX Called and spoke with ( XXXX XXXX ) was told the documents could not be sent to the address I requested several times. I was told the documents had to be sent to the mailing address on file. I changed the mailing address on file and was told the documents would be sent by usps. I was told Amerihome has until the XXXX to send me the documents and I should call back the XXXX if I still havent received them. XXXX Called and spoke with ( XXXX XXXX # XXXX ) she said that she didnt know how to help me so she transferred me to a point of contact ( XXXX XXXX XXXX XXXX ) this lady informed me that Amerihome wasnt allowed to send me any documents without a court order or police report, however I could download them from a website called loansolutioncenter.com. I logged onto this website and they only have documents from the past month or so. I could not see the forged document from XXXX. XXXX I obtained the police report from XXXX Police Department and sent it in to Amerihome Mortgage on XX/XX/XXXX. XXXX A letter was sent from my attorney to Amerihome Mortgage stating " To : Amerihme mortgage From : ********** XXXX # ************* Dear Sir/Madam : My client ************ has been attempting to receive documentation regarding a UniformBorrower Assistance XXXX XXXX XX/XX/XXXX scanned in to your system XX/XX/XXXX ( seeattached Fax letter from *********** ) .Why has my client not received these documents? Several months has elapsed and my clienthas moved. You XXXX forward the documents to my office at XXXX you have any comments, questions, or concerns, please feel free to contact me. XXXX personal regards, I remain... Very truly yours ***************** XXXX A subpoena was received by the mortage conpany from the DA 's office in XXXX XXXX. XXXX Today makes 30 days since the subpoena was received by the Amerihome Mortagage with NO RESPONCE. The detective working my case is XXXX XXXX of the XXXX XXXX Department XXXX is XXXX Phone # is ( XXXX ) XXXX. Number of the police report is XXXX it was completed on XX/XX/XXXX by XXXX XXXX. Complaint was submitted to the CFPB on XXXX/XXXX/XXXX. Sent to company ( XXXX ) on XX/XX/XXXX. Company response is in progress as of XX/XX/XXXX. XXXX responded on XX/XX/XXXX saying ( This letter is in response to your correspondence received in our office on XX/XX/XXXX, on behalf of XXXX XXXX ( the borrower ). Our records show, XXXX received a subpoena from the XXXX XXXX XXXX, requesting loan documents. On XX/XX/XXXX, we responded to the subpoena. We have enclosed the signed XXXX XXXX Assistance form dated XX/XX/XXXX and the documents requested for XXXX. Our Financial crimes department reviewed the loan and found that there was fraudulent activity on the loan in regard to the co-borrowers signature on the Loss Mitigation and Loan Modification documents. The XXXX XXXX XXXX has been provided with the details of the investigation and it will be addressed accordingly. In regard to the mailing address, the co-borrower requested that we update our system with their current mailing address of XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. The address has been updated in our system of record. In regard to the request to dismiss all fees and interest on the loan, we are unable to honor the request as we have found that the fees are valid. The loan is currently due for the XX/XX/XXXX, payment and is in foreclosure as of XX/XX/XXXX. We note the borrower attempted to resolve the issue several times with representatives in our Customer Service Department. We regret the that their experience reflects a level of customer service that does not meet our standards. If the borrower should have additional questions please contact our attorney, XXXX XXXX, XXXX at ( XXXX ) XXXX. Should you have any questions regarding this matter, please contact me at XXXX. ) I received XXXX documents NONE of which were the signed XXXX XXXX Assistance form dated XX/XX/XXXX. I then submitted feedback to CFPB saying The company did not send the uniform borrowers assistance document they claimed they sent. They sent dozens of documents that were not requested or relevant at all. They also did not respond to the subpoena, according to the XXXX XXXX XXXX XXXX and Detective XXXX XXXX. I will be submitting more complaints if the required documents are not sent to me. This XXXX provided on XX/XX/XXXX. There has been no response to my feedback, only that the complaint process is complete and your complaint is now closed.

Company response to consumer: Closed with explanation