Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: AmeriHome Mortgage Company, LLC
State: TX

Complaint narrative:
Providers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Amerihome ( Consumer 's Original Mortgage Service Provider which Transferred Loan to New/ Current Mortgage Service Provider ) Freedom Mortgage ( Consumer 's New/ Current Mortgage Service Provider ) Summary : Complaint is due to Amerihome paying the homeowner 's policy from consumer 's escrow, canceling payment without notifying the insurance provider or new mortgage service provider, retaining/ not refunding the money to consumer 's escrow, and transferring the mortgage to Freedom Mortgage with the escrow shortage and lack of payment ; causing XXXX to issue a policy cancelation effective XX/XX/XXXX for lack of payment by either Mortgage service provider. 

Details : XX/XX/XXXX | XXXX | XXXX XXXX XXXX Consumer call to XXXX XXXX email indicating policy would be canceled effective XX/XX/XXXX due to non-payment by mortgage company. This is the first communication concerning an issue with the mortgage payment. 

XX/XX/XXXX | XXXX | XXXX XXXX  | Consumer call to XXXX XXXX  to inquire about the escrow debit on consumer account effective XX/XX/XXXX and to determine why the funds were sent but XXXX hadn't received the funds. Consumer declined them sending payment at this time wanting to speak with Amerihome first concerning their payment to avoid double paying. 

XX/XX/XXXX | XXXX | Amerihome | Amerihome Employee : XXXX XXXX Consumer call to Amerihome to ask about the status of the check for hazard insurance paid and debited from Escrow on XX/XX/XXXX prior to transfer to Freedom Mortgage. Consumer was advised by " XXXX '' in insurance department that Amerihome unilaterally canceled my insurance payment in XXXX without notice to the homeowner, insurance company, or XXXX XXXX. XXXX was advised by Amerihome that Amerihome had sent a " reimbursement '' check to the new mortgage to replenish the balance removed from the escrow but ultimately not paid. When asked, Amerihome was unable to provide any substantiating details about the check other than it being sent at the " end of XXXX ''. Consumer was told by Amerihome that Amerihomes policy allowed XXXX business days to issue the check to XXXX XXXX. XXXX noted that the date of the call ; XX/XX/XXXX, was the XXXX business day of the month ; the customer service rep told me to wait for the full 14 days for the check to go through. 

XX/XX/XXXX | XXXX | XXXX XXXX  | Consumer call to XXXX XXXX to advise about the incoming check for reimbursement and authorize payment of the check from my current escrow. Consumer would at this point have had double the required amount for insurance withdrawn from Escrow without any substantiating backup on when Amerihomes payment would arrive to fix this issue. The shortfall amounted to {$3900.00} ; reflecting Amerihome 's payment of the insurance. XXXX XXXX  asked if consumer wanted them to pay XXXX at the time ; consumer authorized this payment. XXXX Mortgage indicated they would " expedite payment '' ( XXXX business days ) to XXXX XXXX XXXX 

XX/XX/XXXX XXXX | XXXX XXXX XXXX Consumer call to XXXX XXXX XXXX XXXX them that consumer spoke with the mortgage companies. XXXX reconfirmed they had not been paid for the policy. Consumer was advised by XXXX that consumer could pay out-of-pocket if the payment from XXXX XXXX  was not received by XX/XX/XXXX. 

XX/XX/XXXX | XXXX | XXXX XXXX XXXX Consumer call to XXXX XXXX XXXX validate receipt of funds from escrow debit XX/XX/XXXX by Freedom Mortgage. Consumer also asked about to determine next steps in event of cancelation due to the slow nature of the expedited payment ( 3-5 business days ) of the check by XXXX XXXX  instead of overnight payment as XXXX had preferred. Consumer was again advised that payment could be made out-of-pocket and be reimbursed if/when the check from XXXX XXXX  was received at XXXX. 

XX/XX/XXXX | XXXX | XXXX XXXX | Consumer call to XXXX  XXXX  concerning the timing of the check ( 3-5 Business Days ) given company closures for XXXX and voicing frustration that it was not overnighted per XXXX 's request XXXX Consumer was told by XXXX XXXX  to check back next week to confirm check status. 

XX/XX/XXXX | XXXX | Amerihome  | Consumer call to Amerihomes insurance department to follow up on on check status. Consumer advised Amerihome that the new/current mortgage provider ( XXXX XXXX  ) has now issued payment to XXXX for the insurance policy Amerihome debited then canceled and had still not reimbursed consumer for. Consumer told Amerihome that there was now an escrow shortfall due to non-payment by Amerihome. Consumer also reminded Amerihome that they were beyond Amerihomes self-imposed 14 day window for payment as indicated during the initial call with Amerihome. 

XX/XX/XXXX | XXXX | Amerihome | Amerihome Employee : XXXX | Consumer call to Amerihome inquiring about the status of the reimbursement check from Amerihome to XXXX XXXX. Consumer was only told the check received by XXXX XXXX ( New/ Current Mortgage Servicer ) on Friday XX/XX/XXXX and was cashed. No Further details could be provided when consumer asked for tracking number or package carrier to follow up on delivery confirmation. Representative transferred consumer to another rep for additional details. 

XX/XX/XXXX | XXXX | Amerihome | Amerihome Employee : XXXX XXXX Consumer call transferred from prior agent. Consumer was told the following check information : Check # XXXX was issued XX/XX/XXXX. Consumer inquired about tracking information to ensure delivery. Amerihome representative had no tracking information additionally agent refuted what the previous representative said by indicating that she could not see any confirmation of receipt of the funds by XXXX XXXX  and she could not see any evidence the check was deposited/ cashed by XXXX XXXX  XXXX Consumer indicated as of this call it was XXXX calendar days/ XXXX business days since XX/XX/XXXX when Amerihome claimed the check was issued. The Amerihome rep asked if consumer wanted to cancel and re-issue the check. Consumer said " NO '' because given the mis-information from Amerihomes 2 representatives, they could be canceling a check that had been cashed which is impossible. Furthermore, Amerihome representative indicated she could re-issue the check but if she did, she would not send it directly to the new mortgage service provider. She said she would send it to the consumer directly to figure out how to get it to the new mortgage service provider. When consumer asked what would happen if the check was sent to me, consumer sent it to XXXX XXXX, and as a result consumer overpaid '' XXXX XXXX  with the new check, Amerihome agent sounded confused and implied that it would be consumers responsibility to deal with the overpayment and potentially facing repayment of any money out of pocket due to negligence of Amerihome. Consumer advised her that Amerihome was knowingly being fraudulent with their customer 's funds. 

XX/XX/XXXX | XXXX | XXXX XXXX | XXXX XXXX Employee : XXXX  | Consumer called XXXX XXXX to follow-up on the expedited check. Consumer was told the key check information succinctly ; Check XXXX was issued on XX/XX/XXXX from funds debited from escrow on XX/XX/XXXX. Check was issued with Tracking XXXX using XXXX as the carrier. XXXXonsumer looked this information up online and found it to be true. Consumer asked about status of the incoming payment from Amerihome to replenish the escrow account but current representative didnt have that information available. Representative transferred consumer to another XXXX XXXX representative. 

XX/XX/XXXX | XXXX | XXXX XXXX | XXXX  XXXX  Employee : XXXX XXXX ID XXXX ) | New XXXX  XXXX  representative still could not see any evidence of receipt or deposit of the check as Amerihome claimed. Representative reconfirmed to consumer that the current escrow amount and that they would pay taxes even if account went negative due to funds not being received from Amerihome. Consumer expressed great concern about an escrow shortage and not being able to afford to pay taxes ( with the potential loss of home ) due to Amerihomes actions. 

XX/XX/XXXX | XXXX | XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX called consumer. Due to negligence by mortgage companies in paying my policy XXXX employee indicated she was putting a note on the account not to cancel on XX/XX/XXXX, but to wait until XX/XX/XXXX to give XXXX time to receive the check that XXXX XXXX  had sent to XXXX. Consumer provided the tracking information to XXXX so they could identify the check quickly and post the payment to consumers account before the cancelation date. XXXX employee indicated she would personally follow up on XX/XX/XXXX with a voicemail to confirm that insurance has been paid or to advise on next steps. 

XX/XX/XXXX | Consumer complaint to CFPB initiated. No resolution on any front, no payment to XXXX posted ( insurance still subject to cancelation ), no payment from Amerihome of funds stolen from consumer to XXXX XXXX.

Company response to consumer: Closed with explanation