Consumer complaint received 2021-12-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: AmeriHome Mortgage Company, LLC
State: CA

Complaint narrative:
Hello, I am coming out of COVID-19 Forbearance ( XXXX Loan Number : XXXX ) and chose the loan modification option as that was the option that was best suited for me as I had a 7/1 ARM maturing at 7-years soon and wanted to take advantage of the low-interest rate and lock in a fixed interest rate. Originally, I wanted to do the deferral option, but the representative at XXXX talked me into the loan modification option, which I agree, was a better choice, given the current low-interest rates. 

Upon approval of the loan modification option, I was sent the attached letter from XXXX : AmeriHome Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for Loan Number : XXXX. 

When I contacted XXXX after receiving the attached letter, I was told that my loan had just been transferred to another mortgage company called AmeriHome Mortgage by XXXX ( ID : XXXX ). I logged in to the XXXX website to make my loan modification payment by XX/XX/2021, as it says in the attached letter to do, in the amount of {$990.00} but the XXXX website would not allow me to do so. 

XXXX at XXXX told me to call AmeriHome Mortgage at ( XXXX ) XXXX, which I did, and I spoke with XXXX XXXX ( ID : XXXX ) and he advised that he would send me the loan modification documents and would honor the attached letter once the transfer of my mortgage was completed from XXXX to AmeriHome Mortgage. He told me not to make a payment by the XX/XX/2021 date as it states in the letter as I would receive the new loan modification documents in the mail after the transition period of my loan. He also told me everything has been documented correctly as part of the Forbearance process so I am protected under the CARES Act with regards to the loan modification option I have chosen to reinstate my mortgage and resume making payments. 

On Saturday, XX/XX/XXXX, I spoke to AmeriHome Mortgage representative XXXX ( ID : XXXX ) and he told me my mortgage was still transitioning over from XXXX and that my loan modification documents with XXXX would be honored under my transition out of forbearance under the CARES Act. I was told that I will be unable to make a payment on my account until the loan modification is completed by AmeriHome Mortgage and I receive confirmation that it's finished. I was told I would be unable to make any payment until the process is completed. 

On Tuesday, XX/XX/XXXX, I spoke for XXXX with XXXX ( ID : XXXX ) and she told me that AmeriHome was still waiting for all the documents from XXXX but that she would notate my account about COVID-19 Forbearance and the loan modification and/or deferral payment option that I chose to reinstate my mortgage. She said the correct department that I needed to speak to was XXXX Department where she then transferred me, where I spoke with XXXX ( ID : XXXX ). XXXX said she had no information on my loan that I was ever in Forbearance and that my loan shows up as being late and in default which is why I am getting all the threatening letters from AmeriHome Mortgage. She said under the law, I am protected for 60-days until XXXX can send all the loan details over to AmeriHome Mortgage during the transitionary period. She told me there is nothing she can do at this time but hope that XXXX sends over all the required documents in time. 

I came out of COVID-19 Forbearance in XX/XX/2021 with LoanCare and have since been given the COMPLETE RUNAROUND. I originally opted for the deferral option but was talked into the loan modification option because of the lower interest rates that I decided would be good to lower my monthly mortgage payments. I was sent all the documentation attached to show that my loan modification was underway with XXXX as required by the CARES Act but before I could make my first payment to XXXX under the loan modification terms in the letter I was sent, my mortgage was transferred to AmeriHome Mortgage ( Loan Number : XXXX ). AmeriHome has been sending me threatening letters saying I am in default on my mortgage and saying I can't do anything at this time. 

I have called at least 4 or 5 times this month to AmeriHome Mortgage to straighten things out and get my loan modification finalized, but they are saying there is nothing they can do until they receive all the information from XXXX. I also contacted XXXX and they say there is nothing they can do since AmeriHome Mortgage is now servicing my loan. Neither company will allow me to make my approved loan modification payment in the attached letter and all representatives have told me not to make payment. No one at AmeriHome Mortgage can give me a status on when my loan modification will be completed so I can reinstate my mortgage and make my first post Forbearance payment. 

I am protected under the CARES Act but neither XXXX  of AmeriHome Mortgage company have provided me with one point of contact to help me get my mortgage back on track so I can begin making my monthly mortgage payments again. 

My Property Address : XXXX XXXX XXXX XXXX, CA XXXX To date, I still have not received any loan modification documents from AmeriHome Mortgage but instead, I have received a loss mitigation package that they're trying to get me to fill out. Under the CARES Act, I am not required to fill out this additional paperwork they sent me but they are trying to require me to do so. 

Under the XXXXARES Act and post COVID-19 Forbearance, AmeriHome Mortgage is supposed to reinstate my mortgage with one of four options : 1 ) repayment plan, 2 ) deferral, 3 ) modification or 4 ) reinstatement ( lump sum ). My loan is a XXXX XXXX XXXX and I am protected under the CARES Act. The letters I have been receiving are threatening, which could negatively impact my credit and I have not been assigned a one-point of contact and no one at AmeriHome Mortgage is properly advising me on my mortgage or what is going on with my loan modification. In short, no one knows what's going on with my mortgage and no one is allowing me to make payment under the terms of the attached letter but instead has sent me volumes of threatening letters. 

Under the CARES Act, coming out of COVID-19 Forbearance is supposed to be a simple process but this process has been anything but simple. This process so far has been completely frustrating, intimidating, stressful, with little to no information and answers from anyone that I have spoken with and spent hours on the phone with to date.

Company response to consumer: Closed with explanation