AmeriHome Mortgage Company, LLC

2018-04-24

Cimarron Hills, CO

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-20

Bellevue, WI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-20

Fort Lauderdale, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-18

Cheverly, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I received a notice from my XXXX XXXX XXXX XXXX XXXX reflecting an overdue balance for water and sewer charge of XXXX plus late charges of XXXX. I immediately called my mortgage company, AMERIHOME to find out what was the reason it was not paid in time despite my monthly escrow payment made on time. They were unable to give me a reason, I faxed then the notice for immediate action. Nothing happened, the agent I talked to just took note of my call and didn't escalate the case so on XX/XX/XXXX I received a 2nd notice with XXXX late charge. I called XXXX and faxed it for immediate payment and at this date all they tell me is that they are working on it ... ..This is unacceptable.
Company Response: Closed with explanation

Timely Response

2018-04-17

Mill Valley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2017 I paid my XX/XX/XXXX property tax payment directly and faxed my receipt that day to Amerihome. On XX/XX/XXXX I called and they confirmed they had received the receipt and that within 2-3 weeks the escrow account would be reviewed and any excess amount would be returned to me. It's been over 3 1/2 months and I not received a check. They claim on XX/XX/XXXX ( why so long?? ) they sent me a check for {$2900.00}. I called on XX/XX/XXXX and said it did not arrive and they claimed to have issued and sent another check but it has not arrived and they want me to wait another week and a half per customer service today. I asked for an overnight check and she said they can't do that, I asked for a supervisor and was hung up on. Altogether I have called 6-7 or more times since XX/XX/XXXX. They have not treated me with basic decency and I believe they are purposefully keeping my money.
Company Response: Closed with explanation

Timely Response

2018-04-14

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: when i first open my mortgage account with XXXX XXXX mortgage who sold to amerihome mortgage. i was informed that i had to sign up for automatic withdraw. i did that and somehow between the time that i filled the paperwork out and faxed it back to amerihome and they incorrectly set up the account. i called several times as i then received pre-foreclosure and found out that my account was not paid as i requested. I spoke to a supervisor, XXXX, to catch up with the payments. the supervisor informed me that i have received incorrect form in the mail for the auto withdraw. at that point i was able to get the correct form and it is completed. She also informed me that my credit would not be affected, yet it is. Attached are the two forms that i completed,
Company Response: Closed with explanation

Timely Response

2018-04-13

Liverpool, TX

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I have been approved on a forbearance plan through my home mortgage. When I applied on another loan, my credit report showed I was delinquent for three months on my mortgage. To clear this account, I paid the three months forbearance plan but it did not clear on the credit report, thus making my credit score low.
Company Response: Closed with explanation

Timely Response

2018-04-11

Homestead, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-11

Spokane, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-08

Webb City, OK

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-06

Tulsa, OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-06

Coral Springs, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-31

Quartzsite, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: This complaint is regarding the hardship paperwork process After several follow up calls that documents were received and completed, we were requested to provide additional information and documents. Part of these documents requested was information regarding the receipt of Social Security ( SS ) benefits. As explained and noted on our file we are not receiving SS benefits and as such were instructed to provide a letter signed and dated by both borrower to this affect. I have on XX/XX/XXXX submitted the signed and dated letter confirming we are not receiving SS benefits. After another follow up with their customer support reps we were informed to revise our income statement to remove the SS information to move the process along as well as additional banking statements etc. On XX/XX/XXXX we completed and submitted via fax all remaining and requested documents which included an updated income form removing SS benefits incorrectly listed. On XX/XX/XXXX after not receiving notice of any kind include written that we needed to provide additional information I called and spoke with a female customer support rep who instructed that they were still waiting for the singed letter confirming no SS benefits were being received. I informed her at this time that was faxed on XX/XX/XXXX and the revised income form was sent via fax on XX/XX/XXXX. She confirmed these documents were received and informed me that loss mitigation did not update their system to reflect the received documents. She stated she would email and get the issue corrected to move our file to under writing. On XX/XX/XXXX I called again because again I had received no notifications of any kind that our file had been sent to the underwriters. I reached the rep XXXX ID # XXXX who stated again that they were waiting for the confirmation letter signed and dated by both borrower regarding the SS benefits. Again I instructed him I have already taken care of this and that they had the required documents as previously discussed on XX/XX/XXXX with the prior rep. I asked why this had not been processed and what I needed to do to get this fixed as our deadline of XX/XX/XXXX was fast approaching. He stated he would escalate the issue to the loss mitigation team personally and get this corrected and would call me back the following day to update me. On XX/XX/XXXX I received the call back from XXXX ID # XXXX to be told that the loss mitigation department is requiring the letter confirming we are not receiving the SS benefits be submitted. Again I state that was done and he confirmed he had the document in their system, but that was what he was being told by loss mitigation. I requested clarification as to why I have to resubmit a document already in their system, XXXX became annoyed and said thats just what they are requesting and thats what they are telling me. I asked to speak with a supervisor and received push back before being transferred to a random persons voice mail. I left a message and still have not received a call back as of this complaint date of XX/XX/XXXX. I immediately began the long process of calling them back and after 20 minutes was able to speak with rep XXXX ID # XXXX. After going again through the entire issues he instructed me he would again escalate the issue and notify the loss mitigation team that the documents were received and they needed to update the system and process to under writing. This is now 2 weeks beyond their 5-7 business day processing time frame that this was supposed to be done by and 3 reps in who stated they would escalate the issue and resolve. To confirm this would be done I requested to speak with a supervisor, again received push back and again insisted I speak with them. I was able to speak with a XXXX XXXX who stated she was part of the management team and after again explaining the issues and my concerns was told she would include the loss mitigation management team to the email notification. After requesting a call back she stated they dont do that. Even though XXXX was able to do so I just let that go and stated I would be calling the next day to verify this has been done. Before I could call the following day I received a collection call from AmeriHomes made by rep. XXXX ID # XXXX who informed me that even though we have not yet defaulted on our loan we had been placed on a collections call list with AmeriHome Mortgage. I did not let him off the phone instead took this opportunity to confirm that the notes had been added to my file as XXXX XXXX stated and that my issues were sent to management as stated as well. He informed me that loss mitigation has not updated my file as required and that they did not see an email to the management team. After a long conversation XXXX XXXX stated he had included his manager XXXX XXXX to the situation and that he would meet with the loss mitigation managers XXXX XXXX and XXXX XXXX XXXX ( XXXX, not sure on this name ) and that someone would be calling me back to address and correct ASAP. Come XXXX Arizona time on XX/XX/XXXX no call back so I called again to verify what is happening with our file. I spoke with rep XXXX XXXX ID # XXXX and was again instructed they were waiting for documents already received and that the system had not been updated and saw no notes from XXXX XXXX or other management team members. She immediately got a supervisor involved a XXXX XXXX who promised to speak with XXXX XXXX and the management team of loss mitigation and would call me back ASAP same day. No call back nothing as of XX/XX/XXXX. We are now 3 weeks behind on getting our hardship request to the underwriter who has 30 days to process the request and approve or deny and this is because the loss mitigation department has failed to hold to their 5-7 day requirement and promise to customer to review and update the file. Not to mention the fact we are receiving collection calls for a debt we have not defaulted on as of today.
Company Response: Closed with explanation

Timely Response

2018-03-28

Traver, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: ***I was working with Amerihome Mortgage on a loan modification for my house. I did not receive the packet in the mail that the lender told me i was going to receive. I downloaded the application and faxed them over all the forms they needed several times. ***Amerihome Mortgage went ahead and auctioned off my property regardless that we were already in the negotiation phase of doing a loan modification. ***I was told by hud that i qualified for a loan modification since i had an fha loan and qualifed for a hardship since i am XXXX XXXX. ***I would like somebody to look into this since i do not feel that anybody should be told one thing ( Amerihome Mortgage helping me do a loan modification ) but at the same time they were still moving forward with auctioning off my property. It specifically states that this is illegal to do in the homeowners bill of rights as well. ***I had to file bankruptcy just to save my home from being sold by the bank. ***I had my XXXX and became ill and on XXXX XXXX however the lender has not once given me any type of solution that shows they are willing to help me with a loan modification. I have applied XXXX separate times and was denied for a Different reason each time by Amerihome Mortgage. This needs to stop not just for me, but by anybody who is XXXX XXXX who is having a hard time paying their mortgage.
Company Response: Closed with explanation

Timely Response

2018-03-28

Atlanta, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Since XX/XX/2017 I have been working to get a modification or temporary forbearance since I was out of work due to an injury. I have faxed over the same documents at least 20 different times. They continue to say they never received it, the document is cut off, or its outdated. After months of this I finally got in touch with someone at the corporate level. Submitted my documents along with a letter stating when I would return to work. I waited a month and received a letter stating I would not qualify for forbearance since I was no longer unemployed and I would not qualify for modification since I didnt have sufficient wages. I returned to work making the exact amount I was making when I qualified for the house. $ XXXX year. The letter also stated that they would proceed with foreclosure. I dont know what to do. I didnt plan on breaking multiple bones but Im back at work Now and they refuse to work with me.
Company Response: Closed with explanation

Timely Response

2018-03-28

Miami, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-03-27

Mill Creek, IN

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I faxed the property tax statement to Amerihome as requested loan XXXX, I was told they will adjust the escrow for the XX/XX/XXXX payment and I would get a call in 3 days about the change. I did not get a call. However I never get the accurate information from XXXX since they took over the mortgage, it has been a poor relationship. On XX/XX/XXXX I get my updated mortgage statement, and the escrow was increased. not decreased as expected they have {$2400.00} for property tax when the tax statement is {$970.00} for the XX/XX/XXXX year. I called and they showed no record of the statement, until I gave them a date when the fax was sent, and received. Then they located the information, again I was told they will do the correction and give me a call in 3 days. I told them I will not expect a call because I was told that in the past and it does not happen, I can not get any correct information in any matter with this company since XX/XX/XXXX of last year. There service and trust is very poor and disgusting.
Company Response: Closed with explanation

Timely Response

2018-03-26

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX Mortgage They have lost or failed to process our payments which were made in plenty of time resulting in late payment fees! We were sending payment postmarked weeks before payment is due on the XXXX. They do not seem to even have a 3 day window grace period given that we can not control the timing of the United States Postal Service. When I looked at reviews there were several of these types of complaints. We will be paying electronically from now on but this has happened twice. This is a XXXX home. We have never ever had any late or missing payments for our current mortgage with XXXX XXXX. I feel they are deliberately not processing payments based on the recent reviews and complaints and need to be investigated for this practice. Not sure how I can switch mortgage lenders without refinancing but will be looking into it. This can potentially hurt credit.
Company Response: Closed with explanation

Timely Response

2018-03-26

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-23

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I prepaid my property tax to XXXX County Il in hopes of taking advantage of the recent tax law changes. Payment made XX/XX/17 for {$7600.00} Amerihome Mortgage Company refunded from my escrow {$6600.00} They refuse to pay me the full amount of my payment and owe me {$1000.00} AmeriHome XXXX XXXX XXXX XXXX, NJ XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-21

Bloomington, MN

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-03-15

Shreveport, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My homeowners insurance is billed monthly and held in escrow with Amerihome Mortgage. In XX/XX/XXXX, Amerihome failed to pay my homeowners insurance renewal. Amerihome claims that they did not receive the invoice. I did receive a copy of the notice that was sent to Amerihome describing cancellation for non-payment. However, when I went online to Amerihome 's website to see if the insurance still had not been paid, they showed that the insurance policy did not expire until XX/XX/XXXX. I could only assume that the premium was paid and that I received the letter after Amerihome made payment. Fast forward to XX/XX/XXXX. I had leak in my kitchen ( the water line to the dishwasher sprung a leak ). I called my insurance company to make a claim. They were unable to find my policy but took my information in case it was a glitch in their system. A couple of days later I found out that I did not have a policy in place because Amerihome failed to pay my insurance in XXXX. Amerihome told me to hold tight as they were going to get with my insurance company and have the old policy reinstated. After several days I received a phone call from Amerihome that my policy was reinstated and that I could move forward with making a claim to my insurance company. I did just that, only to find out that the policy was not reinstated and that Amerihome just mailed a payment for the premium with a copy of the renewal notice from XX/XX/XXXX that they claim they did not receive. The insurance company will not reinstate the policy 6 months after it was cancelled. I have spent 3 weeks on the phone with both Amerihome and my insurance company going back and forth to decide who would fix my home as well as get a new policy in place on my home now. Amerihome states that they aren't liable as they didn't receive the invoice and my insurance company states they aren't liable as there was no policy in place at the time of loss. I now have mold growing in my home and am allergic to it as well as being stuck with a $ 20,000+ repair that should have easily been filed as a claim and insurance would have covered.
Company Response: Closed with explanation

Timely Response

2018-03-15

Wilmington, DE

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Amerihome Mortgage Company has lost three of my payments on dates XX/XX/18, XX/XX/18 and XX/XX/18. They told me I haven't paid since XXXX, but what actually happened was they changed my account number without notifying me. They said they were forwarding payments previously to the correct account, but starting in XXXX they no longer did that. I was never notified until I received certified mail saying I was in the process of foreclosure on XX/XX/XXXX. I sent them proof of payments well before this on XX/XX/18 from XXXXXXXX XXXX and all of my checks have cleared. I have received no refunds or help from the company. They have all been completely rude and uninformed. I was transferred a dozen times every time I have called. No one shares any notes that I was told to submit, however one customer service rep said she received it..then I got another foreclosure notice. This has been embarrassing and caused much anxiety for my family. Amerihome has made no effort to find the money they took from me or fix the problem. If they wish to foreclose, I have all of my records and have sought legal advice. I can't afford to make additional payments since they've lost mine already and will likely apply my next payment to erroneous late fees and other charges they created even after taking my money. attached are some documents from bank. They have repeatedly hung up on me and made no effort to return calls or emails. Admittedly, by the 15th attempt I was rude. They also dropped my credit score from XXXX to XXXX.
Company Response: Closed with explanation

Timely Response

2018-03-14

Oaklawn, KS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-13

Patterson, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response