Consumer complaint received 2024-11-14 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: TX

Complaint narrative:
In XX/XX/year>, AmeriHome Mortgage the mortgage service of our loan number XXXX, informed us of possible options for reducing our mortgage payments or requesting a forbearance. They provided a Mortgage Assistance Application and directed us to XXXX XXXX XXXX ( XXXX ) for financial advice. Following AmeriHome 's guidance, we completed the application process and submitted the requested information as detailed below : 1. XX/XX/year> : Received Mortgage Assistance Application from AmeriHome : We called our mortgage servicer to see what our options are. We spoke with XXXX, employee id XXXX over the phone. XXXX informed us they could reduce our monthly bill, they could stop the payments for a couple of months known as a forbearance and that they would decide which option to go with. They advised us to call a financial adviser to assess which we did by contacting XXXX which is XXXX XXXX XXXX over the phone whose phone number we obtained from the XXXX XXXX website as directed by AmeriHome. AmeriHome also sent us an Mortgage Assistance Application on XX/XX/scrub>XXXX XXXX  by uploading to the AmeriHome portal. 


XXXX. XX/XX/year> : We made the phone call to XXXX on XX/XX/year>. XXXX informed us to fill out the Mortgage Assistance Application and send it to AmeriHome. 

XXXX. XX/XX/year> : Called AmeriHome with an XXXX agent present. We spoke with XXXX XXXX employee ID XXXX ), who confirmed they had received our application but could not confirm if it was complete and that we needed to call back on XX/XX/year>. 

XXXX. XX/XX/year> : Called AmeriHome as directed. We were informed that only the first page of our application was received and that financial statements were missing, though they were submitted in full. We resubmitted the complete application via email on this date. 

XXXX. XX/XX/year> : Began receiving notifications that AmeriHome was blocking our emails, hindering our ability to submit documents electronically. At no point were we previously informed that they had issues with their email servers when we inquired about the email we sent with the completed Mortgage Assistance Packet, instead they confirmed that they received it, but they had not reviewed it yet. When I called to inquire about my email being blocked, they said they only received the first page. 

XXXX. XX/XX/year> : Spoke with XXXX XXXX employee ID XXXX ), who again stated that only the first page was received and requested additional documents that we had previously sent. We submitted the full application again with all supporting documents. 
XXXX. XX/XX/year> : Faxed the entire Mortgage Assistance Package to AmeriHome and received a confirmation of successful transmission. 
XXXX. XX/XX/year> : Spoke with XXXX XXXX employee ID XXXX ) again, who stated the application was not signed and the bank statement was blurry, even though the full, signed package was previously sent and confirmed. We asked if the paystubs were there and complete and XXXX said yes. The only issue was the blurry bank statement and that the application was not signed. 

Concerns : * AmeriHome has failed to provide clear communication and consistent information regarding the application requirements. We have complied with all their requests and submitted all necessary documents multiple times, only to receive conflicting or incorrect feedback.

* Their servers blocked our email submissions without prior warning, further delaying the process.

* These repeated issues have put us at risk of financial penalties, worsened our financial situation due to uncertainty around payment relief, and caused undue stress. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation