Consumer complaint received 2025-07-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: AmeriHome Mortgage Company, LLC
State: TN

Complaint narrative:
My name is XXXX XXXX. I am an XXXX service member and single mother. I am filing this complaint due to severe mishandling by AmeriHome Mortgage Company of my VA-backed mortgage modification, which resulted in over {$40000.00} in delinquency and an unresolved loss mitigation process that was abruptly disrupted when my loan was transferred to XXXX on XX/XX/XXXX, without closure or resolution. 

Details of the Problem : In XX/XX/XXXX, I experienced a brief but significant personal hardship following the abrupt end of a long-term engagement and the sudden passing of my brother. I reached out to AmeriHome in good faith requesting 6 months of hardship assistance. I regained financial stability by XX/XX/XXXX, and since then, I have consistently attempted to resolve my mortgage delinquency through a loan modification. 

Despite my engagement and full cooperation, AmeriHome mishandled my request for over 19 months : I was forced to resubmit documents multiple times due to unnecessary reprocessing cycles. 
I received more than XXXX pieces of correspondence, many of which were duplicative or conflicting. 
I was offered a misleading repayment plan totaling over $ XXXX, and a representative gave incorrect advice that later disqualified me from proper review. 
Throughout this time, I complied with every request and sought resolution in good faith. 

By XX/XX/XXXX, my AmeriHome portal reflected : 554 days past due Over {$40000.00} in delinquency A negative escrow balance of more than - {$8500.00} No future payment scheduled No Form 1098 received for XXXX, impacting my tax filings In early XX/XX/XXXX, I was still in active conversation with AmeriHomes Level 2 escalation team regarding a possible XXXX loan modification that would retain my original 2.75 % interest rate the only sustainable solution based on my income. However, on XX/XX/XXXX, my mortgage was abruptly transferred to XXXX, without any resolution, denial letter, or formal transition documentation. I was never notified if my case notes or modification review were sent to XXXX. 

Why This Is a Regulatory Concern : AmeriHomes delay violated the continuity of loss mitigation rules under RESPA/Regulation X, which require servicers to complete active reviews or properly transition them to the new servicer. 
As an XXXX  service member, I am entitled to protections under SCRA, and my mortgage servicer failed to act with transparency or good faith. 
The resulting $ XXXX delinquency is not the result of borrower neglect it is the direct result of servicer-induced harm from prolonged inaction and misinformation. 

What Im Requesting : 1. That XXXX honor all submitted documentation and pending review from AmeriHome without requiring me to restart the process. 
2. That I be granted a sustainable loan modification that retains my original 2.75 % interest rate and allows me to bring the loan current through a deferral, partial claim, or principal extension not a refinance at higher rates.

3. That AmeriHome be held accountable for the 19-month delay and required to : Provide a formal servicing timeline Issue a goodwill credit explanation letter And explain all prior decisions regarding my modification. 
4. That both servicers ensure I am not penalized, delayed, or placed at further risk due to a servicing transfer I did not request.

Loan Information : Previous Servicer ( AmeriHome ) Loan Number : XXXX Current Servicer ( XXXX  ) Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX, TN XXXX I am ready to provide all supporting documentation, including my hardship letters, escalation requests, correspondence records, and screenshots of my loan portal. I am simply asking to keep my home under fair and sustainable terms and to hold my mortgage servicers accountable for creating this hardship. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation