Consumer complaint received 2019-10-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: AmeriHome Mortgage Company, LLC
State: AZ

Complaint narrative:
On XX/XX/XXXX I was contacted by phone by XXXX XXXX, a loan officer ( NMLS # XXXX ) who works for our current mortgage company, AmeriHome Mortgage Company , LLC. During that phone call, XXXX told me that when we refinanced our mortgage with AmeriHome in XX/XX/XXXX, a loan disclosure form was not completed, which is causing issues with our current FHA mortgage. XXXX advised me that AmeriHome would like us to refinance our FHA mortgage into a Conventional mortgage to correct the issue. XXXX explained to me AmeriHome will absorb the costs to refinance and would lower our monthly payments. I asked XXXX to please send me an email with the request, so that we have the communication in writing. On XX/XX/XXXX, I received the following email from XXXX : Per our conversation, the FHA mortgage that you have was determined uninsurable by the FHA as we did not obtain signed initial disclosures from your side after you added back onto the loan. This is resulting in problems on our back end and we would like to refinance your loan in order to have one that is completed in the correct manner. I do need to run credit and take an application to confirm, but we would like to put you into a conventional loan and cover the expenses in order to do so. I called XXXX back the same day and advised him that we were willing to refinance again and gave him permission to pull mine and my husbands credit and start the refinance process. On XX/XX/XXXX, XXXX emailed the Loan Disclosures to me, which included the terms and payments for the new conventional loan. I emailed XXXX back to ensure I am seeing the correct numbers because this new loan would save us over {$200.00} per month. Within one hour of sending us the Loan Disclosures, XXXX emails me : Hi XXXX! My VP will be taking over the reigns from here actually~ Adding her in on this email so that she can reach out to you. I did not receive a call from his VP, XXXX XXXX ( NMLS # XXXX ) that day, so the following day, I called XXXX and left him a voicemail and emailed him but did not received a response. On XX/XX/XXXX, I finally received an email from the VP, XXXX XXXX, stating that she will call me later in the day and that FHA has now stated your loan is fine so want to fill you in on that. During the phone call, which we recorded, XXXX stated that our loan actually is insurable with FHA and AmeriHome will no longer honor the refinance terms that they offered to us. She advised that we could still refinance but that AmeriHome is no longer paying for the closing costs, therefore if we wanted to obtain the proposed loan, we would have to pay about {$11000.00}. I informed her that sending us communication in writing advising us they will pay our closing costs to refinance us into a conventional loan and then refusing to do so a week later is a deceptive and misleading business practice. I believe that AmeriHome is practicing Unfair, Deceptive, or Abusive Acts or Practices and is violating the Dodd Frank Act. AmeriHome is inflicting injury on my husband and I as they pulled our credit under the pretense that they would pay the closing costs of the refinance that they urged us to do. XXXX advised that she does not have the authority to approve that AmeriHome pays the closing costs listed in the loan terms that AmeriHome sent out via their Loan Disclosures. I asked to speak with her supervisor, to which she responded that the office of the President will call us the same day ( XX/XX/XXXX ). It is now XX/XX/XXXX and I still have not received a call from the office of the President.

Company response to consumer: Closed with explanation