Consumer complaint received 2024-12-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: AmeriHome Mortgage Company, LLC
State: NY

Complaint narrative:
AmeriHome ( XXXX XXXX XXXX  ) s not my choice of mortgage company. They bought my mortgage from the original lender. Amerihome does not allow me to make an online payment, does not allow me to remove or add auto pay. Everything has to be done by calling and waiting on the phone for 20+ minutes. 
I had autopay setup to avoid missing a payment and not being able to make it online. On XX/XX/XXXX, at approximately XXXX, I happened to login on my bank and noticed that the payment Amerihome pulled did not go through. Amerihome did not send any emails indicating that the payment had failed.

I transferred the funds, tried to make the payment online but I couldn't. I called and provided the approval to have the rep pull the funds.

I asked him to remove the autopay to avoid having Amerihome try to pull the payment again. He assured me that it would not happen, but I insisted and he turned off the autopay. I asked why I was not able to add or remove the autopay and he gave me a long explanation. 
On XX/XX/XXXX, Amerihome pulled XXXX payments and charged my account {$5.00}. The XXXX withdrawals caused my electric payment to be returned and caused the electric company to charge me {$25.00}. It appears only XXXX payment was returned on the same day. 

On XX/XX/XXXX, Amerihome pulled the payment again and charged me {$25.00}. 

I did not receive ANY notification from Amerihome that they were going to try and pull the payment again on XXXX or on XXXX as I would have called them to find out why since the payment was made on XXXX. 
Additionally, they did not have any rights to pull a payment after XXXX when the autopay was turned off. 
I corresponded with XXXX XXXX from Amerihome on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX regarding the unauthorized payments pulled from my account. 

For XX/XX/XXXX payment I tried to make the payment on XX/XX/XXXX and XXXX on the website and I was unable to make the payment. I called on the same days, waiting 20 minutes both days before I hung up. ( I have a screenshot of my phone of the time I waited ) I emailed XXXX XXXX on XX/XX/XXXX and notified her that i would need to speak with her as soon as possible as I was not able to make the payment online, again! 

At XXXX, on XXXX, I called Amerihome, waited 20 minutes, to make the XXXX payment. I was told that I needed a certified check as I was delinquent on the account. I asked to speak with a manager and the representative insisted that it would not help. He eventually agreed to get one on the phone when I turned furious!

I decided to call XXXX XXXX instead and left her an urgent voice mail at XXXX. I did not get a call back and called her again at XXXX. I explained what happened. She claimed that she needed to contact the main office to remove the lock which would " allow me to make a one time payment online ''. I complained of the unfair tactics used to prevent from making a payment and stated they caused the delayed payment and caused me extra fees. She stated that she would " try '' and get the charges removed, but it was not my first time as there was a late payment in XXXX of XXXX. ( Please see my message sent through the website! )

Company response to consumer: Closed with explanation