AmeriHome Mortgage Company, LLC

2017-04-07

Tyrone, NM

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have complied with all requests for information to remove PMI from my account and have been told each time that it will take 15 days to process my request. I received one canned email from them which acknowledged my request but ignored all information already submitted. Other than that, nothing ever happens and phone calls to AmeriHome only promise a return phone call from someone who can help - which never happens. Getting through on the phone takes 20+ minutes just to be told that the proper department can not be reached except by email ( as I 've already been attempting ), and that a request will be submitted to have someone call me. I 've done this at least 4 times so far. It has been over 3 weeks since my last request and I had expected to be contacted by now to schedule an appraisal and continue the process, but have heard nothing. I 've been trying for months to get this done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-07

DC

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Since XX/XX/2016 I have been in a fight with AmeriHome Mortgage about them not paying my property taxes from my escrow account. I have received tax bills from XXXX showing delinquent and current taxes owed. When I call AmeriHome they insist there are no taxes due. I have advised them that they had the wrong parcel # ( XXXX ) on my account information and the correct parcel # ( XXXX ) as shown in the documents I signed at closing and as shown on the tax bill. They have been saying for 5 months now they are checking with XXXX Tax office to verify parcel #. At least that is the story I get every time I call or email them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-06

Charlotte, NC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter saying I had approx. {$900.00} overage in our escrow account. When I called AmeriHome, they said we were in the red with our escrow. At the end of the year each year, we are approx. {$1000.00} overage in our escrow but do n't get a refund. They asked if I wanted a refund or use that money to apply to next year 's escrow. I asked for a refund but now I 'm being told we are short the same exact we were supposedly over.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-04

TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Amerihome Mortgage used our escrow money and paid someone elses XX/XX/XXXX property taxes. We discovered this at XX/XX/XXXX. I contacted them XX/XX/XXXX and received an email address from a Customer Service Rep named XXXX to send a copy of my tax bill to them. I sent it on XX/XX/XXXX and received a response from XXXX XXXX XX/XX/XXXX stating they were forwarding it to their tax department for investigation. I never received any other follow up from them. We 're trying to re-finance our mortgage and discovered the tax issue has still not been resoled as of the writing of this letter. I have spoken with 5 supervisors between XX/XX/XXXX thru XX/XX/XXXX. I have requested a return call from Management and advised each Supervisor was requesting the call back and have not received one call back except from a Customer Service representative. I have also been told no one from Amerihome Mortgage can contact the third party vendor they use to pay the tax bills. This is completely unacceptable behavior and I am extremely upset that we have a tax bill that is 3 months delinquent in our name. I have been told twice their resolution date is XX/XX/XXXX and I have advised this is unacceptable to us as we pay our mortgage and escrow timely and expect them to correct this in a reasonable amount of time which 23 days is not. Their Supervisor XXXX verified with the County on XX/XX/XXXX that the bill has not been paid and that the account number Amerihome paid is indeed for another piece of property/home and another person unrelated to me and my husband and our home.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

Justin, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Glenmont, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-17

Littleton, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-09

Columbia, SC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: The county I live in sent a tax bill for XX/XX/2016 that was about {$1600.00} more than what I actually owed. I contacted them asking why my payment had gone up {$300.00} a month and literally had to spend hours asking them to explain why before I came to the conclusion that my taxes must have been messed up. I contacted the tax assessor office the same day and they contacted me shortly after saying they sent a refund back. I emailed Amerihome telling them they were sent a refund and it has taken them a month to process that. I STILL do n't have an updated statement ans was told they would send one shortly, but then was also told in that email that my payment still is going up by {$100.00} a month. I have had to email AGAIN to try to find out why my payments are still being increased even though I straightened out the tax issue and I am waiting on a response. I have never had to spend such a ridiculous amount of time trying to do what essentially should be their job. I do n't understand why my mortgage is being increased after resolving the original reason for the increase, I ca n't get any reasonable answers when I call them - the people I 've talked to when I call give the impression that they have no knowledge of the mortgage process and i am beyond frustrated. I need an answer that makes sense and I need my mortgage put back to the amount I should owe with no increase! I just received another statement in the mail today that shows I still owe way more than I actually do from the incorrect tax amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-08

Beckwith, WV

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-07

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Amerihome Mortgage XXXX XXXX services my loan. They purchase my loan from the loan originator with an impound account for insurance and taxes in place. My homeowners insurance expired XXXX/XXXX/17 and rather than contacting the insurance company to obtain a bill, they sent me a letter indicating that they are going to force insurance on me unless I sent them proof of insurance. Additionally, they indicated that going forward, every year I must submit the bill to them and proof of insurance. When they purchased my loan, they did not reach out to the insurance company to correct the loss payee clause to reflect Amerihome Mortgage, so any updated insurance info is going to the original mortgage company. They have the funds in my impound account, but rather than contact the insurance company on file and pay the bill, they are putting the burden of paying the bill on myself. They are putting the burden of forced insurance on the homeowner rather than properly servicing the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-03-03

Moapa, NV

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-02-27

Atl, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-24

Magnolia, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: After Amerihome Mortgage Company LLC failed to contact me about the status of my property tax payments for 2016, I contacted the company customer support line. I received information that my local and county property taxes had been paid to the amount of {$1200.00} and {$640.00} in early XX/XX/XXXX. However, my mortgage payments for the year ... the part included as escrow to cover my estimated tax payments, exceeded this taxable amount. The total was {$3300.00} so I am due a refund, was assured that the Tax Department was working on my case and that they would issue a refund check. AmeriHome has not attempted to contact me, other than to send the monthly billing statements so I contacted the customer support line once again. I was told by customer support that that my situation had not been reviewed and that I would need to wait for this review process to take place before receiving my due refund. I asked to speak to a manager or supervisor, was put on hold for 5 minutes and then I was disconnected.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-23

Glendale, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My property taxes for year XXXX have not been paid by my mortgage company. The mortgage company name is AmeriHome Mortgage Company , LLC. I have called this company more than 10 times in XXXX XXXX and they keep stating they will pay the taxes but they have not so far. They say they did not get feedback from XXXX County Appraisal Office on assessment of my property. I have the tax bill and I have the assessment information on the XXXX county website. I also sent the tax bill to the company and the parcel number. The customer service is also not good. They have limited information. I have an escrow account set up with the company and they are supposed to pay the taxes. There is no proper communication on why the taxes are not paid. I feel I am being subjected to endless harassment and waste of my time and energy. I want this company to pay my taxes and the penalties.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-21

Spencer, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2017-02-21

Golden Valley, MN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-17

Cleveland, OH

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-07

GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Ameri-Home Mortgage failed to pay my property taxes. After months of complaining the billed was paid. Now I 'm showing a tax lien on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-02-07

Sun City, AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX I was informed by my mortgage company Amerihome Mortgage that my XX/XX/XXXX, and XX/XX/XXXX payments had not been received. I immediately checked my bank account and noticed that the funds for the XXXX checks issued had not been drawn out of the account yet. I contacted my back and verified that the automatic bill pay system was not at fault, was given the XXXX check numbers, dates mailed, and expected processing time for the funds to come out of the account. I have attached the supporting document that shows the dates that XXXX processed the payments. I paid Amerihome Mortgage the XXXX payments and fees immediately on XX/XX/XXXX. After further investigation I feel that Amerihome Mortgage either held onto my payments or lost them as on XX/XX/XXXX Amerihome Mortgage sent me a letter stating that a check sent to them for payment was denied by XXXX my bank. After talking with XXXX the check that was denied was XXXX of the XXXX checks that Amerihome Mortgage had stated they did not receive. I am filing this complaint as my credit report has been impacted by this error and when I asked Amerihome Mortgage to send a correct statement to the credit companies I was told that they stand behind their decision to report a late payment on my account. There is much more information about the poor customer service with Amerihome Mortgage. When I initially attempted to set up payment on their web site, my account was denied by them saying I could not register for automatic payment or electronic draft on their site. I was not able to get this set up until after this incident in XX/XX/XXXX When I did get it set up the Amerihome Mortgage help advisor said " your social security number '' was incorrect in the electronic bill pay system which did not allow me to set up this account for payment. As a consumer I take my credit report and score very seriously. I was recently denied credit due to this inaccurate reporting and possibly a job that I was interviewing for in the same time period with XXXX ( XXXX ). I am looking for help in getting Amerihome Mortgage to remove the late payment statement as they for some reason did not try and process my payment until XXXX days after it would have been received. The check they attempted to process # XXXX was mailed out XX/XX/XXXX to be received by them on XX/XX/XXXX. They held onto this check until XX/XX/XXXX and because I cancelled payment on this check on XX/XX/XXXX because Amerihome Mortgage said they never received this check, it was denied by XXXX and clearly Amerihome Mortgage did receive this check. My end of year statement from Amerihome Mortgage was also impacted. I could use some assistance in getting all to this corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-02-01

SC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: XXXX, my job ( entire department ) was eliminated due to centralizing in XXXX. XXXX I used my severance pay to pay my mortgage up through XXXX. XXXX 's mortgage was due XXXX, so I called that same day to discuss situation. I explained it was hard to pay all bills with small, weekly checks, so could pay {$180.00} weekly as I received unemployment pay? They said no, but then they offered no other options or resources when I asked if they had any advice. I did not have the full amount of the mortgage until I received direct deposit on XXXX, I immediately went about making the payment. They locked my online account so I had to call them, they said because I was late I could only pay by phone and yet I would be charged XXXX $ on top of late fee for doing so. Fine, I did so, XXXX payment was made at XXXX XXXX on XXXX but then she went about telling me I had already been reported to the credit bureau for being XXXX days late ... .I was paying on exactly the XXXX day because they refused any other options or arrangements. They made XXXX $ from the situation and damaged our credit. Plus, I explained I had a job, but I started on XXXX and my first paycheck would be XXXX, is there anything they could do to help me and they said to check out a " my options '' website, but my next payment would still be late by XXXX. I asked about modification or determent and was told I did n't qualify.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-30

Bermudian, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-30

Milwaukee, WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX I called Amerihome to see when I would be receiving my property tax check to take to the City of XXXX XXXX. They told me they send the check directly to the City and that my account was being paid on XX/XX/XXXX. I received my XX/XX/XXXX bill and saw that the payment was made on XX/XX/XXXX. On XX/XX/XXXX I went online to get documentation showing my payment was made before XX/XX/XXXX. It showed that my payment was not made. I called Amerihome and was told that my payment was made XX/XX/XXXX via wire transfer and that I would have proof faxed to me within 24 hrs. On XX/XX/XXXX I again called Amerihome and told them I never received the fax. The person I talked to said she would have the person I talked to yesterday see why it was n't done and she would put in a XXXX request RUSH to get me the email. On XX/XX/XXXX I called for the third time in 3 days because I still did not get a email. This time I got a manager that told me the payment was sent XX/XX/XXXX in a bulk check, not a wire transfer. The manager finally sent me a letter that simply said the payment was made with a bulk check, the day they made the payment, how much my payment was, and my tax id number. No information about the original check number or if it was cashed or not. I took it down to City of XXXX XXXX on XX/XX/XXXX. The minute I explained that my mortgage company said the payment was made and the City says no, she said " Let me quess. Your mortgage company is Amerihome. '' I said yes. It turns out that Amerihome sends the payment to XXXX to send payment to the City. When Amerihome sends it to XXXX ( via wire transfer ), they include the tax id. When XXXX sends the payment to the City, they use the loan number. The City has a list of payments with loan numbers that they look up when someone like me calls or comes in. They found my loan number and the payment. Problem is, they make the payment like they got it today instead of XX/XX/XXXX which messes up my taxes. All I got from XXXX is issues and false information.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Hollis, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Falmouth, VA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-01-16

Roseville, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response