Consumer complaint received 2026-05-28 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
SUPPLEMENTAL INFORMATION CFPB Complaint Filed XX/XX/XXXX Prior CFPB Complaint Reference : XXXX XXXXXXXX ( filed XX/XX/XXXX, closed with explanation ) Borrower : XXXX XXXX XXXX XXXX XXXX : XXXX ( XXXX )/ XXXX ( XXXX ) Property : XXXX XXXX XXXX, XXXX, TX XXXX XXXX Investor : XXXX XXXX XXXX XXXX ) confirmed in XXXX servicer documents THIS IS MY XXXX COMPLAINT AGAINST THE SAME SERVICER ON THE SAME LOAN My XXXX complaint ( XXXX XXXXXXXX ) was filed XX/XX/XXXX and closed based on AmeriHome 's response. That response, authored by XXXX Resolution XXXX XXXX XXXX XXXX XXXX contained a material false statement : " nor did we hear back from the borrower by the XX/XX/XXXX, deadline. '' I now have documentary proof from AmeriHome 's own internal records that this statement was false. The CFPB closed my prior complaint without verifying this statement. I am requesting that the CFPB not repeat this outcome. AMERIHOME 'S OWN MODIFICATION OFFER PROVES ITS CFPB RESPONSE WAS FALSE XXXX XXXX told the CFPB in XX/XX/XXXX : " the loan was deemed ineligible for a deferment due to it being a Texas XXXX ( A ) ( XXXX ) loan. '' On XX/XX/XXXX, AmeriHome offered me a modification that includes {$72000.00} in non-interest-bearing deferred principal on the same TX XXXX ( a ) ( XXXX ) loan. AmeriHome 's own modification offer contains the exact product they told the CFPB was unavailable. The loan was not ineligible for deferment. AmeriHome deferred {$72000.00} on it. The XX/XX/XXXX Payment Deferral Agreement I was approved for signed by AmeriHome XXXX XXXX XXXX before it was mailed to me specified {$23000.00} in deferred principal with no term change and no interest. The agreement stated : " The payment deferral will not change any other terms of your mortgage. '' The XX/XX/XXXX modification defers {$72000.00} with a XXXX term extension ( XXXX to XXXX months, maturity moved from XX/XX/XXXX to XX/XX/XXXX ). The difference of {$48000.00} represents XXXX months of accumulated arrearages caused by AmeriHome 's false legal position regarding TX XXXX ( a ) ( XXXX ). Texas XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), effective XX/XX/XXXX, explicitly permits deferrals as modifications on TX XXXX ( a ) ( XXXX ) loans. The Texas Supreme Court confirmed this in XXXX v. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX. XXXX ). THE SAME FALSE STATEMENT WAS MADE TO A STATE REGULATOR XXXX MONTHS LATER In XX/XX/XXXX, AmeriHome XXXX Resolution XXXX XXXX XXXX XXXX told XXXX XXXX XXXX " We did not hear back from the borrower by the XX/XX/XXXX, deadline, therefore the offer was declined. '' This is verbatim identical to XXXX XXXX 's CFPB statement. Same language. Same job title. XXXX regulators. XXXX months apart. This is a scripted institutional response, not an individual error. AmeriHome uses a template for regulatory responses about the XX/XX/XXXX deferral that contains a pre-written false statement. I am requesting that the CFPB investigate whether AmeriHome uses standardized template language in responses to CFPB complaints, and whether other complaints were closed based on the same scripted false narrative. AMERIHOME 'S OWN INTERNAL LOG PROVES BOTH STATEMENTS FALSE AmeriHome 's Notes and Activity log a XXXX internal servicing record was compiled by XXXX XXXX XXXX XXXX XXXX metadata confirms Author : XXXX, XXXX ; XXXX : XX/XX/XXXX ) and submitted to Arizona DIFI XXXX an enclosure to the response containing the false statement. This document contains the following entries : XX/XX/XXXX, XXXX PM, XXXX ID XXXX ( XXXX Department ) : Initiated " STREAMLINE DEFERRAL FOR NON-DELEGATED APPROVAL '' a deferral review processed during my inbound call. XX/XX/XXXX, XXXX PM, XXXX ID XXXX : Documented that I called, that AmeriHome 's website did not display the deferral offer or acceptance deadline, that I was told to call back to verbally accept if approved, and that I was instructed to defer payments until XX/XX/XXXX. I called on XX/XX/XXXX the exact date the first deferral payment was due ( {$2700.00} due XX/XX/XXXX per the deferral agreement ). I was not calling to inquire about options. I was calling to make the first payment under an agreement I had already accepted by phone in late XXXX, and which I subsequently signed and returned. AmeriHome told the CFPB I " did not hear back. '' Their own internal log compiled by the same person who made the identical statement to DIFI documents my call, the agent 's actions during the call, and the agent 's instructions to me. XXXX XXXX 'S CFPB RESPONSE ALSO CONTAINED A FALSE SHIP DATE XXXX XXXX told the CFPB that modification documents were " sent to the borrower on XX/XX/XXXX, via XXXX delivery. '' XXXX tracking for this shipment shows the package was shipped XX/XX/XXXX and delivered XX/XX/XXXX. The documents were not " sent '' on XX/XX/XXXX they were dated XX/XX/XXXX and shipped XXXX days later. This is the same pattern that occurred in XX/XX/XXXX, when modification documents were dated XX/XX/XXXX but not shipped until XX/XX/XXXX an XXXX gap. The gap between letter date and actual ship date is systematic, not a one-time error. XXXX CONCEALMENT OF LEGAL RESTRICTION XXXX 's internal log shows underwriter XXXX identified XXXX TX XXXX ( a ) ( XXXX ) restriction on XX/XX/XXXX. On XX/XX/XXXX, XXXX documented : " DECLINED THE DEFERRAL BECAUSE IT'S A TX XXXX ( A ) ( XXXX ), THERE'S NO DECLINE REASON FOR TX XXXX ( A ) ( XXXX ) SO ENTERED AS NOT ELIGIBLE FOR ADDITIONAL ASSISTANCE. '' The denial was deliberately miscoded because AmeriHome 's system had no code for the actual reason. I was not informed of the restriction until XX/XX/XXXX XXXX months later. XXXX XXXX disclosed the TX XXXX ( a ) ( XXXX ) reason to the CFPB in XX/XX/XXXX XXXX months before I was told. AmeriHome disclosed the real reason to the CFPB but concealed it from me for another XXXX months after that disclosure. MODIFICATION CLOSED AFTER XXXX PATIENT COMPLIANCE POST-FILING UPDATE Since filing this complaint on XX/XX/XXXX, the following has occurred : My wife XXXX was diagnosed with Stage XXXX XXXXXXXX XXXX on XX/XX/XXXX. I completed a three-month trial period plan with all payments confirmed received in writing by AmeriHome employee XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX, I made the modification payment of {$2400.00}. On XX/XX/XXXX and XXXX, XXXX sent foreclosure threat emails while I was making payments and signing documents at a notary with my wife during her XXXX. On XX/XX/XXXX, XXXX representative XXXX XXXX emailed : " return them using the provided FedEx envelope as soon as you are able, '' acknowledging XXXX 's XXXX and promising flexibility. On XX/XX/XXXX, at XXXX AM I emailed XXXX attaching digital copies of signed, notarized modification documents. At XXXX AM I uploaded the signed documents, XXXX 's oncologist letter, and a formal extension request to XXXX 's portal. I had shipped the originals via FedEx on XX/XX/XXXX ( tracking XXXX, delivered XX/XX/XXXX, signed by XXXX XXXX XXXX XXXX ). At XXXX PM on XX/XX/XXXX XXXX hours after I uploaded everything ServiceMac employee Thamilarasi P. closed the modification. On XX/XX/XXXX, I attempted to email XXXX XXXXXXXX XXXX XXXX XXXX at XXXX XXXX XXXX ( AmeriHome 's parent company ). XXXX XXXX Bank 's email server rejected my message. XXXX XXXX has been on notice of my complaint since XX/XX/XXXX, when XXXX copied him on the closing letter. ESCROW DETERIORATION My escrow account had a surplus of {$1000.00} in XX/XX/XXXX. It is now at a deficit of negative {$12000.00} as of XX/XX/XXXX a swing of {$13000.00} caused by XXXX months of cycling during which payments were not applied to escrow. No annual escrow analysis has been performed since XX/XX/XXXX. Late fees of {$97.00} per month have been assessed during active loss mitigation. A {$680.00} balance has been held in unapplied suspense for at least XXXX months. ADDITIONAL REGULATORY ACTIONS TAKEN I have filed the following since the original complaint : a Qualified Written Request under XXXX with both AmeriHome and XXXX ( mailed certified XX/XX/XXXX ), a complaint with the Federal Reserve regarding XXXX XXXX XXXX ( XXXX XXXX ), a supplemental complaint with Arizona DIFI XXXX XXXX XXXX, a public records request with DIFI ( acknowledged XX/XX/XXXX ), a XXXX request with the CFPB ( filed XX/XX/XXXX ), and I am in the process of filing with the Arizona Attorney General and the Texas Department XXXX XXXX and Mortgage Lending. An active federal lawsuit exists against the same defendant : XXXX v. XXXX XXXX XXXX ( XXXX. XXXX, XXXX XXXX. XXXX ). WHAT I AM REQUESTING FROM THE CFPB That the CFPB not close this complaint based solely on the respondent 's self-serving response, as occurred with my prior complaint ( XXXX XXXXXXXX ). That the CFPB independently verify the respondent 's claims against the enclosed documentation before making a closure determination. Specifically, that the CFPB compare any statement that AmeriHome " did not hear back from the borrower '' against AmeriHome 's own internal servicing log documenting my XX/XX/XXXX call. That the CFPB investigate whether AmeriHome uses standardized template language containing false statements in responses to CFPB complaints, and whether other complaints were closed based on the same scripted narrative. That the CFPB investigate AmeriHome 's systematic misrepresentation of TX XXXX ( a ) ( XXXX ) as prohibiting deferrals when Texas XXXX ( XXXX XXXX XXXX XXXX ( XXXX ) ) explicitly permits them and AmeriHome 's own XX/XX/XXXX modification offer proves they are available. That the CFPB escalate this matter to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX for independent investigation, given : ( a ) the identical false statement made to the CFPB and a state regulator using template language ; ( b ) the respondent 's own modification offer contradicting its own CFPB response ; ( c ) the active federal litigation against the same defendant ; ( d ) the closure of a XXXX patient 's modification after full compliance ; and ( XXXX ) the CFPB 's prior closure enabling XXXX months of continued harm. That the CFPB coordinate with the Federal Reserve, which has received a complaint regarding XXXX XXXXXXXX XXXX XXXX supervisory failures as AmeriHome 's parent company. DOCUMENTS AVAILABLE UPON REQUEST I have prepared a complete evidence package including : an Evidence Brief with verbatim entries from AmeriHome 's internal servicing log, a Legal Supplement with the TX XXXX ( a ) ( XXXX ) statutory analysis citing XXXX XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX, the XX/XX/XXXX Payment Deferral Agreement showing {$23000.00} with XXXX XXXX signature, the XX/XX/XXXX Trial Period Plan showing {$72000.00} in deferred principal, FedEx proof of delivery for the returned modification documents, and a catalog of XXXX documented infractions across XXXX entities. I will provide any or all of these documents upon request.

Company response to consumer: Closed with explanation