Consumer complaint received 2020-08-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: AmeriHome Mortgage Company, LLC
State: CO

Complaint narrative:
My husband and I bought a home with XXXX XXXX Loans in XXXX-XXXX  this year. That loan was sold to Amerihome Morgage Company before we had even made our first mortgage payment in XXXX. When it was purchased our previous lender, XXXX XXXX Loans, sent us a digital copy of the disclosure of sale since we had not moved into our new home yet and didnt have access to the mail. I detached the temporary payment coupon that was attached to the bottom of the notice and mailed it, along with a physical check, as directed, to Amerihome. 

Our check cleared our checking account on XXXX XXXX, cashed by Amerihome as indicated by the photocopy of the front and back of the check in my checking account. 

A couple of days later I went to see if I could make some sort of online account with Amerihome so that I could make sure the payment posted and so that I could see our loan information. When I went to make an account I had some issues and called in to Amerihome for assistance. They were able to find my loan but apparently the loan number that was on our notice was different than the loan number that Amerihome had assigned internally. I also sent the check to the address listed on the notice, which I was also informed was incorrect - it was Amerihomes corporate office not the payments department. While on the phone with Amerihome I asked if this would affect our first payment and was told not to worry about it, these things happen when loans are sold, and that under RESPA we had 60 days for it to all get straightened out and that it would just take a little time but that it would make its way to our account. A couple of weeks later I saw that it had still not posted to our account so I called again to check on the status and was told to send an email with a copy of the front and back of the check showing it was deposited. I sent that and a copy of the disclosure letter and received an email back again telling me about RESPA and that it was just taking time to get from the corporate address to the billing department. Meanwhile I paid our XXXX payment online, no problems. 

I checked again in mid XXXX and noticed that our first payment still hadnt posted to our account so I sent another email following up to check on the status. This time I received an email back stating that Amerihome never deposited this check. 

Sensing that this was going to be an issue I went ahead and paid our account so that it was up to date with money from our savings and have since been trying to locate this money. I have spoke with numerous Amerihome representatives some of whom told me that there was just nothing I could do and that the money was gone, another resubmitted my payment dispute, and another who told me that the money had been transferred to the payments department from corporate but just hadnt been applied but it should be done by XXXX XXXX. I checked our account XXXX XXXX, the money still hasnt been applied nor have we received any sort of refund so I called again, spoke with 3 different people, and the conclusion I got was that the check had never been found despite my provided evidence to the contrary.

Company response to consumer: Closed with explanation