Consumer complaint received 2024-04-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: AmeriHome Mortgage Company, LLC
State: WI

Complaint narrative:
To whom it may concern My mortgage company AmeriHome Mortgage has made mistakes on my account and misapplied funds. On Thursday XX/XX/2024 I received a call from my mortgage company saying to give them a call. 
I was completely confused as to why I would be calling them so before I called back I check my online account to make sure my account still read that it was two months ahead. After checking it read that my account was 62 days past due. I noticed the account read multiple times misapplied funds for XX/XX/2024 with over {$5000.00} being withdrawn from my account. I immediately called the mortgage company and the first representative completely dismissed my reasoning for calling and secretly tried to get me to do a hardship application with them. I knew the questions they ask for these types of applications since I had just did one last year. I promptly cut off her questions and yet again asked to speak with a manager. 
After asking a few more times she finally connected me with a manager. The manager I spoke with was already aware of the issue and explained to me that the proper department is already working on the issue at hand and my account will be completely fine and returned back to normal ( two months ahead ) he did state that the issue was a human mistake and he apologized on behave of that individual. At this time I became more understanding and less upset because we all make mistakes and since it was going to be handled I didnt see a reason to have an attitude. 

I did ask more questions regarding the timeframe it would take to address the issue at hand and for everything to be resolved. The manager stated it would take 3 months or longer. This then promoted the question of what effect will this have on my credit. He stated it would report my payments late on my credit and there is nothing that he could do to stop that. I explained to him that I have a perfect credit history and never missed a payment on anything so this would be unacceptable. He told me I should just wait it out and let it report them after the account is fixed to give the mortgage company a call back and they will work with the credit bureau to fix the issue. 
He stated that was the only option so yet again I was understanding. 

He then again reassured me everything was being handled and I had nothing to worry about. He went on to explain that the error by the representative who misapplied the funds had happened back in XXXX XXXX XXXX  and it was caught by the department that cross references things the same or very next day ( for context this call happed on XX/XX/XXXX ). When he told me it happened and was caught in XXXX I had gotten an upset again because if it happened that long ago why wasnt I notified. I didnt speak much more on the situation but simply just confirmed everything was being handled and proceeded to disconnect the call. The very next day XX/XX/XXXX someone comes to my home to tell me I my account in past due and I should call the mortgage company to discuss my options. I was extremely furious seeing that my account shouldnt be past due and it only shows that way based on their agent mistakes. I again called the mortgage company and ultimately got connected with the same manager as the day prior. He apologized for the person coming out and recapped our conversation from the day before and assured me everything would be happened. 

The funds that were misapplied came from XXXX XXXX XXXX XXXX XXXX  and the manager stated that funds had to be returned to the state and the state would have to reissue the funds. 

As a consumer I have rights and the mortgage company should be required to fix this issue right away to avoid any negative impact on my credit. I would like to further discuss my options and ultimately figure out a solution to get this matter solved immediately.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation