Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: AmeriHome Mortgage Company, LLC
State: GA

Complaint narrative:
I am reporting AmeriHome Mortgage. On XX/XX/XXXX I sent an email to their customer service department letting them know that I had been making additional payments to my escrow account and my principal each month. On XX/XX/XXXX I received an automated message saying they had received my email and would be reaching out. On XXXX I received a response saying that they needed the extra amounts I had paid and that I needed to specify where they needed to be applied. I responded by sending a screenshot of their website where when you make a payment you have the option to add additional to your escrow and principal. I then asked how I should further specify, as this is their literal website. I didn't receive another response until I reached out again on XX/XX/XXXXXXXX requesting further assistance. I was then assigned a case owner, XXXX. I sent this person an email detailing the previous information and inquiring to why the payments were not applied properly. This person responded on XX/XX/XXXX saying they would look into it and would get with their case department to apply the payments. I would told they would confirm with me once that was done. I have not heard back. Fast forward to today, XX/XX/XXXX. I received an email from AmeriHome Mortgage saying that I was behind on my payments for 2 months and I have been sent to collections. As this shocked me, because I have never missed a payment, nor have I ever been late on a payment, so I called them. I told the lady that I don't understand why I was sent to collections, as I have never missed a payment. She informed me that they had the money that I paid, but it was not applied to my mortgage. I asked why, and explained my frustration, as I am talking to the debt department. She did not have an answer. She said she can just apply the payments and my account will be up to date. I told her that would be great but I needed to speak with someone to explain why this happened and how to avoid it in the future. She just kept saying that my money had been applied and my next payment is not due until XX/XX/XXXX. I told her I understand that but I need an explanation of why this happened. Can you imagine the distrust I now have? Also, it is poor customer service to not have an answer, and also not transfer me to someone who does. If this is how you do business, I do not want to be a part of it. Obviously, as someone who pays on time and takes pride in that, I was very stressed out. I have never been sent to collections and to find out that the mortgage company is not doing what they are supposed to do, and then they sent me to collections is outrageous. I don't understand how I am expected to pay on time, by the correct means, but then THEY messed it up and and then penalize me. I am beyond frustrated. Not only are they not applying my additional payments correctly, they messed up my last 2 months payments completely. Now I have to wait 3-5 business days to see if the changes she made today actually show up. On top of that I never heard back from my case owner. I am just so stressed. This is unacceptable. We ended the call with the agent telling me to just call each time I make a payment so that I can ensure it it dispersed properly. That does not sound like something the customer should have to do, if you have the option to pay online. It seems like this is something the mortgage company should handle on their end. I have spent 2 hours of my day on the phone trying to figure this out and I am irritated beyond belief. I would never recommend anyone doing business with them.

Company response to consumer: Closed with monetary relief