AmeriHome Mortgage Company, LLC

2017-11-01

WI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I had an XXXX mortgage for 2 years. I refinanced for a lower rate, with closing being on XXXX XXXX. I received a letter from XXXX stating they had been paid in full on XXXX XXXX. It is now XXXX XXXX and I can get no answers as to where my XXXX account is. I 've made XXXX calls to the company. In this day of electronic everything, there is no excuse for my account to be " in process '' for 30 days. What was happening during this XXXX period? This very poor customer service and I just wanted to let people know how long things take at this company. Unacceptable.
Company Response: Closed with explanation

Timely Response

2017-10-13

Superstition Mtn, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: on XXXX XXXX/XXXX/2017 sent in a pmt of XXXX and to have an extra XXXX applied to principal. the mortage company did not credit me with that pmt but added to escrow. I want it correctly applied to what I checked off on pmt coupon.
Company Response: Closed with explanation

Timely Response

2017-10-11

Nashville, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My wife and I closed on a house in XXXX, TN in XX/XX/XXXX. We utilized a conventional loan structure on a loan amount of {$250000.00}. At the time, housing prices in our area were increasing quickly due to tremendous demand. Our lender notified us that, once we had realized a gain of 20 % in equity based upon the increased market value, we would be able to drop PMI. Since XX/XX/XXXX, housing prices in our neighborhood have continued to climb at a rapid rate. The XXXX housing market has proven to be one of the hottest in America. We currently pay $ XXXX in PMI, so freeing ourselves of that payment has become a top priority. We have made XXXX payments on the loan and have never been late on a payment. A comparable home sold on our street and, using the price per square foot that it sold for, we would have realized a 20 % gain in equity. I will attach that information, along with other comparable home selling prices, in the attachment portion of this complaint. We have added a 16 ' x 20 ' wooden deck to the back of our house. We have also added a 6 ' tall wooden privacy fence around our enormous back yard. Once we closed on our home in XX/XX/XXXX, our lender sold our loan to a company called Amerihome. In earlyXX/XX/XXXX, I reached out to Amerihome to find out how I began the process of dropping PMI from our monthly mortgage payment. The responded with a letter that stated : " PLEASE NOTE THAT WE CAN ONLY CONSIDER THE INCREASED VALUE OF THE PROPERTY DIRECTLY RELATED TO THE IMPROVEMENTS MADE. WE CAN NOT CONSIDER INCREASED VALUE RESULTING FROM MARKET CONDITIONS. '' Amerihome went on to state that, if I wanted to continue with my petition for dropping PMI, I would need to order an appraisal through them. I would need to send a check for {$470.00} directly to their office. My complaint stems from wanting to know my rights in this situation. Should Amerihome recognize the increase in market value as realization of equity? If I sold this house right now, I would not entertain any offers below {$33000.00}. Should I be forced to use Amerihome 's appraisal company? One would think it would need to be an unaffiliated appraisal company. I have attached below four items : 1 ) The response letter from Amerihome 2 ) A list of comparable homes ( along with selling prices ) that have recently sold in my neighborhood 3 ) A picture of the deck that we added 4 ) a picture of the fence that we added
Company Response: Closed with explanation

Timely Response

2017-10-11

Berkeley Lake, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-10-05

Phoenix, AZ

Problem with a company's investigation into an existing issue

Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: This mortgage company just launch a brand new website. I was able to log in fine, until today. I have paperless bills, so i do n't have anything where I can see my account. I am trying to look at my account online and when I tried to log in, it would not let me. I reached out to the representatives and they treat me like I am a XXXX. I tried to log in on XXXX different computers, including my phone. I even put the incorrect password to make sure the password was not the issue, and immediately told me it was the wrong password. But when i put my info correctly, it takes me back to log in. I already re-register from the new launch. I tried to reach out to escalate the issue and allow me to log in, but the rep told me there is nothing they could do because basically their website was perfect. This is a new launch!!! Things are NOT perfect! It seems they are not escalating website issues to not allow customers see their accounts.
Company Response: Closed with explanation

Timely Response

2017-10-02

Houston, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I closed on my mortgage in XXXX 2016. It was a new building construction. At the time the closing they only escrowed my taxes based on the property value without the building. So my taxes were around {$63.00} based on the land only. They came back to me in XX/XX/XXXX and are now collecting back taxes. My monthly payment has now gone up by {$600.00} which I can no longer afford. The relator and title company never explained this to me. The condo building is only at 10 % capacity.
Company Response: Closed with explanation

Timely Response

2017-09-28

Newark, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-24

Bremen, GA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: Purchased home on XX/XX/XXXX with financing through XXXX XXXX, loan ID XXXX. The Mortgage was sold to Amerihome, Mortgage, acct. # XXXX with the 1st payment due onXX/XX/XXXX. I received a property tax statement from XXXX XXXX dtd XX/XX/XXXX bill # XXXX and map # XXXX indicating that XX/XX/XXXX taxes were not paid and that a penalty of {$54.00}, interest of {$27.00} and other fees of {$32.00} had been added due to non-payment. I immediately call Amerihome customer service and spoke with XXXX ( no ext. #, no last name, no direct telephone # ). I was assured that the taxes had been paid inXX/XX/XXXX by check in the amount of {$1000.00} and that all " extras '' were taken care of by Amerihome. I trusted Amerihome -- never again! I received a statement from XXXX XXXX stating that the XX/XX/XXXX taxes had not been paid and to ignore statement if this was not the case. Again, I called Amerihome and home and spoke with customer service and was assured that this was taken care of and not to worry that all was paper-work catching up, etc. When I received a notice for my XX/XX/XXXX Property tax in XX/XX/XXXX and the notice indicated that the XX/XX/XXXX taxes had not been paid, I went to the tax office and discovered that Amerihome had paid someone else 's taxes. The difference in the map # was MINE -- XXXX and the one that had been paid was XXXX. I called Amerihome and spoke with XXXX who told me it would take a few weeks to correct. OnXX/XX/XXXXI called back and spoke with XXXX ( Supervisor ) that told me it would be 2 weeks to 1 month to correct. Both assured me that all penalties, fees, additional taxes, etc. would be paid by Amerihome. I called on XX/XX/XXXX and spoke with XXXX ( Supervisor ) who told me the issue was in the Legal Description Dept. and that our house payment would be adjusted and all issues would be resolved During one of my conversations, I requested the XX/XX/XXXX and XX/XX/XXXX statements. They are not showing in the computer system and was told copies would be mailed. I received XX/XX/XXXX& XX/XX/XXXX instead. To date, I do not have the XX/XX/XXXXstatements.
Company Response: Closed with explanation

Timely Response

2017-09-21

TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I became behind in my payments and sent them ALL of the information for a modification and they kept kicking it back saying they either did n't receive the information or it was n't complete. The last time I submitted the information they stated they received all of the information but did n't receive it in time. I then received a foreclosure notice but filed bankruptcy to keep my house. I was supposed to make my first payment XXXX XXXX but they have deactivated my account AND I am unable to make a payment. Additionally they are n't taking my calls or my attorney 's. I believe this was deliberate ploy to take my home because they are getting paid for loan especially if it is an FHA mortgage. They are doing things that should n't be done and it needs to be investigated.
Company Response: Closed with explanation

Timely Response

2017-09-21

Berthoud, CO

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Good afternoon, I am writing to complain and get help with a very unethical company that now calls themselves Amerihomemortgage Company. We purchased our home in the fall of XXXX XXXX with XXXX. They were great for the first month. We found out or mortgage was sold to XXXX that fall. From the beginning we have had problems with this company not applying payments, and harassing us. The switch between mortgage companies lost the first 2 payments, which we just though was our fault. We did not realize how naive we had been until XXXX of this year. We have been sending XXXX letters to rectify payments that they had not applied to the account, since they decided to send our payments that we have been sending in back, and constantly calling and hanging up about 10 times a day from XXXX to XXXX. We have tried contacting the company, but they refuse to communicate with us, and because we sent them letters, they finally replied with a letter from their attorney to either have us pay XXXX which is the loan, or lose our house. We send in the same documentations we have been sending XXXX to their lawyers, and have not heard back from them either. The situation is still not fixed. We attempted to pay the full amount or around XXXX $ that they claim we owe, so we could then have piece of mind, and take them to court, but they would not even allow this to happen. Our family life is a very anxious and depressed situation due to this, and both my wife and myself have sought out medication, and a lawyer for that matter. Attached are documents showing the information. This company even tried to blame our bank, who gave of trace numbers for the payments in question. We are overwhelmed, so we started researching this company and found we are not the only people to have these problems with the company.
Company Response: Closed with explanation

Timely Response

2017-09-20

TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: As a current home owner, I reached out to Amerihome Mortgage approximately 4 months ago when i was not able to make my morgage payment. At this time I was 30 days past due, and contacted the customer service department to advise my payment was too high for me to pay. My mortgage payment was around {$1500.00} per month, which was not a problem. Due to the home being new construction, the taxes were not assessed properly or not at all and I received a statement advising that my new monthly payment was around XXXX per month, which i could not pay. Up until that time, my monthly mortgage payment was on time monthly. I contacted Amerihome and requested possible solutions to this issue, they were no help at all, they advised me that I must make the {$2800.00} payment or else. I asked if they would accept the {$1500.00} payment until I could find means to try to catch up the taxes and I was advised it would not be accepted. I started the paperwork for a loan modification as the agents advised me they would be willing to help me. This process took 5 long months! Unbelievable! Only to tell me that I do not qualify for the modification, but they would provide me with a repayment plan of {$4300.00} for 5 months, then {$2800.00} for the remaining months. Really??! If I am unable to pay {$2800.00} per month, which I clearly stated to the agents, how am I able to pay {$4300.00}??? I find their practices deceptive as they really are not interested in helping consumers, but wish to foreclose.
Company Response: Closed with explanation

Timely Response

2017-09-18

KS

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been struggling with being able to make my mortgage payments since XXXX/XXXX/2017. I notified the mortgage company at that time. They sent me a hardship packet, which I filled out and sent directly back to them. Heard nothing from them, except for collection calls from their call center. Those people are not able to help me, just keep asking when I will be able to make a payment. In XXXX, 2017, I was able to get enough money out of my XXXX to make the XXXX, 2017 payment. Then in XXXX, 2017, I was able to sell one of my vehicles to pay the XXXX, 2017 payment. I have no more funds to make any more payments, and they do not accept partial payments. So now, I owe for XXXX, XXXX and XXXX, 2017. In XXXX, I was finally able to talk to someone who told me that they did not have enough information and told me what I needed to send. I completed the items that they said they needed and sent them to them directly. Never heard from them again. Talked to them again in XXXX, they still did n't have all the info needed. So, I sent them what they requested. Heard nothing from them. In XXXX, called them again, and you guessed it, they did n't have our information. They finally found it in the wrong folder!! And they needed updated information. Sent that to them again in a fax on XXXX/XXXX/2017. I still have had no calls from them. Today, I received the attached letter from them. I am trying to resolve this, but they are not doing anything, and I keep getting further behind. I tried to call them this afternoon, but I was on hold for 30 minutes with no one ever answering the phone. I do n't know what else to do. I need help, because, I do not want to lose my home. My wife has acute XXXX XXXX and the stress is making her have XXXX XXXX, and has caused us to spend more money on hospital and office visits, plus prescription drugs. What can I do? We are struggling here!! The mortgage company is Amerihome at XXXX. XXXX XXXX, XXXX. NJ XXXX. And, their phone # is XXXX.
Company Response: Closed with explanation

Timely Response

2017-09-18

Cheverly, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I am a first-time homeowner and I had no idea my mortgage lender did not accept partial payments. While juggling the adjustment from renter to homeowner I sent in partial payments only to see the mortgage company cash them and then weeks later send a company issued a check. I 've tried to reach the mortgage company on XXXX and there 's a recorded line and I can never reach a live person.
Company Response: Closed with explanation

Timely Response

2017-09-15

Deland, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-15

Brooklyn, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-12

MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have contact Amerihome on numerous of occasions & still no resolution. Since, Amerihome is not processing payments properly, they have now reported to the Credit Bureaus as late. By Amerihome, doing so this is affecting my XXXX XXXX and I can not obtain certain service to maintain the home. Failure is on Amerihomes part for not properly responding to letters, faxes, e-mails, calls, not properly researching the account when requested, failure to properly process payments, Customer Service & other depts. failure to provide an explanation, dept refers to contact another dept or send in a fax and failure of properly assure correspondence is received in a timely manner ( i.e. sending out days/weeks later of the letter dates, mail never received on important matters, etc. ). Since there is quite of bit of correspondence, I either email, fax or XXXX priority mail to CFPB.
Company Response: Closed with explanation

Timely Response

2017-09-11

CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan administrator, Amerihome, sold my loan to another bank without any communication to me. I found out about the transfer after I noticed that my XXXX automatic payment had not been deducted from my account. I tried to log in to the online service for the past few days, struggling as they were having a technical glitch. I finally spoke to a customer service representative today via web chat where I was told that my loan was sold, I was provided a phone number to call at the new bank and nothing else. The representative then ended the conversation abruptly without any further information. I have since been able to contact my new bank and set up payments, luckily I am within the 60 day period to make my first payment so I am not subject to late payments. However, I am furious with Amerihome for putting my credit and my home at risk by not performing their due diligence to inform me of the mortgage transfer. Had I not been paying attention to my bank statements, this could have been catastrophic for me and my financial credit. Consumers should not have to undertake investigations to be able to comply with agreements that they make with these banks. Amerihome 's behavior is entirely unacceptable and puts consumers at risk.
Company Response: Closed with explanation

Timely Response

2017-08-23

CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX RE FHA Loan Modification / Sales Date Extension Request I personally submitted full 57 page loan mod submission with supporting docs on XX/XX/XXXX.Called weekly and have notes and ID 's date stamped in a notebook.XX/XX/XXXX they wanted coborrower to sign 1 and 5 of the borrower uniform application and mom to sign her financial hardship letter and current paystubs. XX/XX/XXXX at XXXX XXXX XXXX the 10 page fax was faxed to XXXX XXXX ( supervisor of default ) fax and to the loan mod fax requesting file be moved to u/w. Last week they said they did n't have the financial hardship letter. I have proof they got it on XX/XX/XXXX in the loan mod submission 57 pg fax. They asked XX/XX/XXXX to add moms signature. XX/XX/XXXX they said they had it yet on theXX/XX/XXXX they said they did n't yet numerous people confirmed. We have recordings of them saying they have EVERYTHING required to send to submit to uw but its within 14 day window that they did n't have everything on time yet I have proof EVERYTHING was faxed XX/XX/XXXX outside the 14 day window. We are requesting that the SALE DATE of XX/XX/XXXX be pushed out 15 - 30 days. We are doing submitting an " Appeal of Decision '' to not move the Loan Modification file to the u/w and to not extend sale date to allow time for u/w. We are doing this with Amerihome, the attorney foreclosure law firm, FHA, HUD Loss Mitigation, US Senators office XXXX XXXX and I submitted a wrongful denial last night to HAMP MHA. Borrower has a legimate Medical Hardship on this case and is now recovering andXX/XX/XXXX got a full time job. She lives in the home and she wants to keep the home and is deserving of the opportunity to have her completed file reviewed by an underwriter. We need someone to review the situation and push out the sale date AND push the completed loan modification package ( which we have recorded audio confirmation of ) to the underwriting department. ) The default dept state u/w is 5 business days but they closed file MondayXX/XX/XXXX and MAILED a letter of denial to XXXX via snail mail to XXXX XXXX Monday I requested they overnight this letter AND that they fax it to me and I have n't received it. They decided Monday that because they did n't have 14 days that they were closing file and XXXX can " appeal '' and has 14 days to appeal. I have been requesting since XX/XX/XXXX for them to push file to u/w as I have FULL prove that they had ALL requested docs on the XX/XX/XXXXhich they uploaded on the 8th. From the XX/XX/XXXXto Friday XX/XX/XXXX various " Loan Counselors '' in the " Default Department '' kept asking for documents that I have proof of digital time stamped faxes we already had sent in previously. So from the XX/XX/XXXXto the XX/XX/XXXXhe file sat with all required docs for them to push to underwriting. This homeowner does n't deserve this run around and they are playing games. I have never had a bank be SO difficult and non communicative and just darn right unfair. We have spent hours and hours on the phone and no one has helped since theXX/XX/XXXX. The homeowner got a full time job XX/XX/XXXX and the income and numbers work out perfect for her to be approved to keep same payment and just tack on balance of past due. She is still recovering from serious health issues and this stress and denial of review of her file is not helping and I am afraid with the loss of work hours to try to call and communicate with Amerihome that she is at risk of losing her job. Please see attached documents proving that the file was complete as of XX/XX/XXXX Here is the Dispute : The loan modification was submitted full 57 page with supporting docs on XX/XX/XXXX.Called weekly and have notes and ID 's date stamped in a notebook.XX/XX/XXXX they wanted coborrower to sign 1 and 5 of the borrower uniform application and mom to sign her financial hardship letter and current paystubs. XX/XX/XXXX at XXXX XXXX XXXX the 10 page fax was faxed to XXXX XXXX ( supervisor of default ) fax and to the loan mod fax requesting file be moved to u/w. Last week they said they did n't have the financial hardship letter. I have proof they got it onXX/XX/XXXX in the loan mod submission 57 pg fax. They asked XX/XX/XXXX to add moms signature. XX/XX/XXXX they said they had it yet on the XX/XX/XXXX they said they did n't yet numerous people confirmed. We have recordings of them saying they have EVERYTHING required to send to submit to uw but its within 14 day window that they did n't have everything on time yet I have proof EVERYTHING was faxed XX/XX/XXXX outside the 14 day window. There is ZERO equity in this property and there are NO jobs in this little mountain town. It is beyond me why this lender would not want to follow procedure to allow a single mother who is recovering from a serious legitimate medical hardship, who is commuting 3 hours each day to go to her job and has done and supplied everything the lender has requested in effort to keep and resume payments to have her file reviewed by an u/w. NOTE - its my understanding she submitted 4 packages last year and has made every effort to get modified to resume timely monthly payments XXXX FRIEND and licensed Mortgage Loan Originator
Company Response: Closed with explanation

Timely Response

2017-08-22

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-17

Arlington Heights, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-08-15

Fred, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX, Closed on home and 1 acre of property. At the time of closing, the closing docs show yearly XXXX County, TX taxes at {$2000.00}. In XX/XX/XXXX, original loan was purchased by Amerihome mortgage company. Monthly payments were {$1200.00}, which included loan plus taxes, and insurances, projected for XX/XX/XXXX. In XX/XX/XXXX, Amerihome issued an over payment from the escrow account in the amount of {$1300.00}. Immediately called Amerihome, and they stated that all taxes and insurance were paid and that their records indicated our XXXX Co taxes are lower and this over payment was due to property owner. In XX/XX/XXXX, early XX/XX/XXXX, we were contacted by XXXX Co Tax Office via letter that our taxes for XX/XX/XXXX were not fully paid and they were going to put a lien on property if not paid in full immediately. The amount paid was only half to XXXX Co in XX/XX/XXXX. Immediately contacted Amerihome who initiated an investigation and determined that from XX/XX/XXXX ( upon buying the mortgage ), that they admittedly were not withholding the proper county taxes throughout the entire XX/XX/XXXX year. Their records indicated that property taxes were only half of the original amount, despite the closing documents reflecting, the annual taxes were {$2000.00}. We received a letter from Amerihome, dated XX/XX/XXXX after investigation completed, stating " escrow account is short {$2400.00} and must immediately be paid or monthly mortgage payment would increase to {$1500.00}. After several phone calls and emails to supervisors, no logical conclusion on why Amerihome 's failure to properly withhold the correct tax amount from the time they purchased the mortgage in XX/XX/XXXX, was reached. Amerihome has concluded that this is 100 % our fault and has offered no logical resolution, except, paying the entire {$2400.00} immediately, or spreading out the loss in the escrow account over a 24-month period, which has raised the monthly payment to {$1400.00}. Amerihomes failure to properly review and verify original closing docs, has now placed a significant financial burden on us, and the fact they have expressed no concern or remorse for their failure, has us now looking for a logical conclusion and resolution.
Company Response: Closed with explanation

Timely Response

2017-08-03

Spring Hill, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-31

Tarpon Spgs, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-28

Detroit, MI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, the state of michigan 's step forward program which was created by the hardest hit fund sent over {$15000.00} dollars to Amerihome Mortgage company to bring my account current to avoid foreclosure proceedings. Amerihome acknowledged those funds on XXXX XXXX, 2017. I just spoke to a representative today on XXXX XXXX, 2017 acknowledging that I am current. However a different representative today has told me that I am still in a state of foreclosure and the sheriff 's sale is still listed for XXXX XXXX, 2017. They also will not let me make a payment for XXXX XXXX, 2017 when the payment is due until the past due amount of {$15000.00} dollars is paid. I am consistently getting inconsistent information and the phone calls are becoming harassing stating that I still owe money even though they have already accepted funds to bring me current by the State of Michigan 's program.
Company Response: Closed with explanation

Timely Response

2017-07-27

Reidsville, NC

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: We had multiple problems with AmeriHome. 1. The first issue we had was some unpaid property taxes in XXXX XXXX that resulted in {$450.00} in fees. After speaking with the mortgage company on multiple occasions and them ensuring us it was taken care of, we found out at closing that it was not and had to pay out of our money to cover the costs. 2. We recently received a letter from the company stating we were to receive a check in the amount of {$3800.00} that had been paid to the mortgage company from our tax office. With the letter was a check for {$170.00} for " Miscellaneous expenses '' with a different check number. When I reached out to AmeriHome to clarify what had happened, I was informed that the check had been processed but had not been mailed and that we should receive it within the next 30 days, if not sooner. After waiting for the check to arrive and it not showing up, I got back in contact with AmeriHome. There was no longer a record of that check. I spoke with 2 different employees that worked for XXXX, the mortgage company 's third party processing company who gave me two different answers on what was happening. I asked for them to contact me with an update from their tax department and received nothing. I finally called the corporate office and spoke to an employee there who informed me that there had been an error and we were not supposed to get that check. I do not trust that this is true as I was clearly lied to throughout the entire process.
Company Response: Closed with explanation

Timely Response