AmeriHome Mortgage Company, LLC

2019-07-27

IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Hello, I was previous approved for a modification. I received three modification packages and returned all three. I even called asking why am I receiving three different packages. I was told their numbers where wrong. I received a letter today stating the package was denied because I did not rerun package. I returned all the packages.
Company Response: Closed with explanation

Timely Response

2019-07-26

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had been overpaying my escrow for over a year, however, recently had my property taxes reduced by 40 % as my XXXX Credit kicked in on XX/XX/2019. As I had an official bill from the XXXX XXXX Tax department stating what my taxes would be for the next three years, I had AmeriHome run an escrow analysis to reduce my payment and release the large surplus of funds in escrow. Their analysis confirmed the overpayment and adjusted my monthly bill accordingly. They also sent me {$1000.00} from my escrow. However, my net escrow balance is still {$1300.00} which is well above the " 2 month escrow cushion '' per law ( https : XXXX ). Law states that " ( 5 ) Cushion. The cushion must be no greater than one-sixth ( 1/6 ) of the estimated total annual disbursements from the escrow account. '' My new monthly escrow payment is {$430.00}. If you multiple that by 2, my net escrow balance at this time should be no more than {$860.00}. I tried calling AmeriHome on XX/XX/XXXX and having them release the remaining surplus, however, they refused to do so.
Company Response: Closed with explanation

Timely Response

2019-07-26

Scottsdale, AZ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We recently fell behind on our payments due to an unforeseen accident. I called the mortgage company after we were able to return to work and our income returned to where it was at before. I advised the mortgage company of my intentions to bring my account current and was advised of deferment program that I may be eligible for. I filled out the required form on XX/XX/XXXX and set up an arrangement to pay {$2000.00} which was half of my past due balance on XX/XX/XXXX, then would call in to see the status of our deferral application. I have 3 complaints when it comes to my attempt to make a payment. 1. I was advised that if I chose to make a payment on my account it would void my application for deferment. I was advised I would not be charged any lafe fees during the review process, but it they would continue to report any delinquencies to the credit agencies. I was advised that the application process can take 30 days to complete. I am being forced to pay the late fees on my account in exchange for protecting my credit score. 2. My monthly payments are approximately {$1800.00} and my past due balance is approximately {$4000.00} with the late fees. I called to pay half the balance, to make a payment for {$2000.00}. I was told that I was not allowed to make a {$2000.00} payment. I was told anything over my {$1800.00} regular payment would be refused and if I mailed a check I would be issue a refund for the difference. I was told I could either pay {$1800.00} or the entire balance. I don't understand why the mortgage company is refusing to take my money. 3. I attempted to make my payment online and through the automated phone service but was only given the option to pay the entire past due balance of {$4000.00}. When I called into the customer service to make the payment, I was told that I would be charged a payment fee for making the payment with a live agent. I was told since I could not make the payment online or through the automated service the only other option I had was to mail the payment. Since there are 5 days left in the month this means that more than likely the payment would not arrive until after the XXXX causing me to be charged additional late fee, unless I overnighted the payment, which would cost more than the payment fee. I feel as though they are using this to extort me into paying an extra fee.
Company Response: Closed with explanation

Timely Response

2019-07-19

Fruit Cove, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-19

Bethlehem, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-18

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: New home constructed XXXX, purchased in XX/XX/XXXX. Lender calculated property taxes into PITI. Loan then bought from lender by AmeriHome. XX/XX/XXXX, AmeriHome sent ltr increasing Escrow tax deduction w/o explanation to be eff XX/XX/XXXX. My research disclosed XXXX County, AZ documents that property was to be assessed for tax years XXXX & XXXX as 'Vacant Land '. I sent 3 email msgs to AmeriHome w/county document. AmeriHome did not accept county document or my challenge. XX/XX/XXXX, ltr to AmeriHome asking for answer to email msgs & decision. XX/XX/XXXX, lady called from AmeriHome tax dept saying they had document from XXXX County that taxes due XX/XX/XXXX exceeded {$2200.00}. She declined to provide copy of document & said she'd call back in 2-3 days - no call or ltr to date. Called County Treasurer & told no ltr was sent to AmeriHome & allegation of {$2200.00} taxes due in XX/XX/XXXX is false! He told me taxes are NOT assessed by Assessor until late XX/XX/XXXX of current taxable yr. The assessed value is then sent to Treasurer for review & evaluation. Treasurer ofc then applies County formula for taxing B/4 being sent to pty responsible for payment - ( 1st half in XXXX, 2nd half in upcoming XXXX ). Reaffirmed that my property was to be assessed as Vacant Land until XXXX tax year.
Company Response: Closed with explanation

Timely Response

2019-07-17

Smyrna, SC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I refinanced my mortgage through XXXX XXXX in which the existing mortgage was paid off. The mortgage had been with Amerihome Mortgage Company, to whom it had been sold after a previous refinance through XXXX XXXX. To date I have not received refund of {$2600.00} held in my mortgage escrow account. In my many contacts with them, I have had nothing but one different story after another, one delay after another, one promise after another and yet, no refund. The history is as follows : XX/XX/2019 : Closing occurred of the refinance loan. The payoff to Amerihome was almost {$1000.00} more than the calculated payoff. I took no exception to this in understanding that the excess would drop out and be refunded. Being that the excess was added to my escrow account, that brought the refund due to {$2600.00}. I was able to see this in my account online. My escrow account showed a disbursement of the entire amount on XX/XX/2019. When I had not received it by XX/XX/2019, I contacted Amerihome and was informed that, though the disbursement was posted XX/XX/XXXX, it actually takes 5 business days to go through their process and to expect another 7-10 business days for mail and to contact them if I had not received it by then. XX/XX/2019 : I contacted Amerihome again to report that I had not received the check. I was told that a stop/replace would be initiated but that could not happen before XX/XX/2019 and it would again take another 5 business days to process plus yet another 7-10 business days for mail. XX/XX/2019 : I contacted Amerihome to confirm that the replacement was indeed being processed. The rep I spoke with at that time said she checked and could see that the check was cut and ready for mailing. When I questioned her about the 5-day processing, she actually put me on hold and went to confirm what she was telling me, that it did not take 5 days but that the check would be in the mail that day. XX/XX/XXXX : I received a voicemail from XXXX at Amerihome telling me that she was working on expediting the refund. When I checked my online account later, I found that the funds had been added back to the account that day yet not disbursed. Unfortunately, this was late of a Friday and I was unable to contact Amerihome. XX/XX/2019 : I contacted Amerihome and was informed that no check had yet been cut but that it was in process and scheduled to be overnighted ( something they had previously told me they could not do ), that I would have it no later than Thursday, XX/XX/2019. XX/XX/2019 : Later this day I received another voicemail from XXXX. This time I was able to call her back. She informed me that she had just then put the check in for processing, that it would take 3-5 business days at the check vendor and she would overnight it as soon as she got it back and that I may have it next Monday, yet another week. At this point, I believe nothing they have told me and find this to clearly be delay tactics, possibly to never result in a refund. I have found that they are pretty much known for such tactics. In the meantime, I have been put in a compromising cash flow situation, not to mention my stress and all the time I have spent trying to deal with this.
Company Response: Closed with explanation

Timely Response

2019-07-16

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-12

Rncho Domingz, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Amerihome Mortgage have added on late fees to our mortgage, when we have till the XXXX of every month to make payment. They added late fees to our mortgage for no reason, and have stated on the phone they will continue to add if we don't make payment by the XXXX of every month. This is against their own terms and conditions. We did have some troubles making payment the last few months, but cleared that up and paid the deserved late fees on those. But, they tacked on late payments before our few months of troubles, and threatening us today.
Company Response: Closed with explanation

Timely Response

2019-07-09

Las Vegas, NV

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: i tried to modify my loan to have my mortgage payments lowered my mortgage comapny refuses to lower my mortgage payment even though i send them all the details hardship about my hardship and they continue to refuse modifying my loan to make my mortgage payment lowered.
Company Response: Closed with explanation

Timely Response

2019-07-03

Kyle, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-28

Juniper Hills, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I XXXX XXXX XXXX am writing to you today to explain my hardship situation that led to my application for home loan assistance through a modification program with my mortgage company, AmeriHome Mortgage. I applied for a loan modification twice with AmeriHome Mortgage. My property address XXXX XXXX XXXX, XXXX, CA, XXXX, Mortgage Loan # XXXX. The first loan modification request was on XX/XX/XXXX with a denial issued on XX/XX/XXXX. At that time there were various denials written for different programs. I am calling into question various programs starting with the Hamp Stand Alone Partial Claim that stated, " Your current mortgage payment is greater than a modified mortgage payment that could be offered to you based upon program limitations. '' I was not informed as to what those program limitations were and am hereby requesting them in writing as this response was vague and unclear. Additionally this answer section was different in my second mortgage modification denial under the same program, which is contradicting.The denial section for the Hamp Stand Alone Partial Claim states, Your income is insufficient to support the workout plan payment amount. So my question is, which is the real reason for this programs denial? For clarification purposes the second mortgage modification was submitted on XX/XX/XXXX. The reason we submitted a second request was due to a change in circumstance, which was that my son who was previously not working due to his wife and newborn being admitted to the hospital, began working again and had income to contribute to our household. The second modification denial came on XX/XX/XXXX. The program, Home Affordable Modification denial reason that states, " You have not made at least four contractual payments on your loan. '' But on XX/XX/XXXX we opened up a help ticket with AmeriHome tech support because we could not login to they web browser to make payments or sign up auto billing. They never responded to us and we opened a second ticket on XX/XX/XXXX and still heard nothing back. We are not able to view the website to see paperwork mailed to us and with living rural and having mail theft it makes it very difficult to know what is going on. Throughout our hardships and after several attempts to pay our mortgage by the phone, we realized we were too far delinquent to make up the missed payments and our only chance at keeping our home we would need to request assistance from the bank. Our attempts to make up our mortgage payments were ignored therefore we could not comply with the guidelines that stated we needed to have made four contractual payments. The reason for my complaint today is that AmeriHome has demonstrated hypocrisy, stalling my request for assistance only to deny my modification requests. This mortgage company has not taken my mortgage modification request seriously and has not even presented the workout package to my investor. They have thrown up red tape and made up denial decisions without validating or explaining these supposed program limitations or investor guidelines.
Company Response: Closed with explanation

Timely Response

2019-06-27

Lexington, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have a mortgage with Amerihome Mortgage company. At the moment my mortgage is 2 months behind. I have a water damage claim with them through my homeowners insurance. The date of loss was XX/XX/XXXX. I submitted the endorsed insurance check from XXXX XXXX 1 week after the date of loss. To date I still have not gotten any of the money to repair my home. Ive called in several times and been told something different each time. I was told to send a letter of request asking that the late mortgage payments be taken out of the insurance money and the rest be returned to me for repairs. The request was denied. Then I was told to send a letter stating in detail the issues that I was having providing the contractor documentation. Due to the busy season and my state requirements they ( all 8 contractors that I got bids from ) said that they cant provide all only some of the docs and since they already have lines out the door for work if they did have to provide them, it would push start and completion date out at least a month. I sent the letter in. Again it was denied and no money released. I am now paying a contractor out of pocket to fix my home. I was told then even after proving a signed contract ( pending ) and receipts of items Ive purchased ( also pending ), I will still have to provide waiver of lien and even then I would only get my money back if corporate approves. With 2 denials from corporate already I feel like Im never going to get my money back. Not to mention how stressful this is in the meantime. This is ridiculous. If this complaint is not resolved with full payment to me immediately I will get legal representation. Me and my XXXX year old daughter have been out of our home for over a month and I as a single mom am having to pay for repairs out of my pocket. This is simple unacceptable!
Company Response: Closed with explanation

Timely Response

2019-06-26

Matoaca, VA

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

SC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: First issue is mortgage company is " estimating '' entire taxes to be {$7000.00} more than what it actually is. After receiving this letter about the " estimated escrow '' we sent in a check to be applied to the escrow of {$2500.00}. Second, they are refusing to give the refund for the OVERPAID amount of escrow from the previous year. Third, ( currently ) the previous monthly mortgage payment is being put towards the bogus " estimated escrow '' and not classified as the monthly payment. This means they are now trying to charge me late fees and reporting that I've missed payment. As well as refusal to refund the OVERPAID amount I sent in to go towards their " estimated escrow '' .. On XX/XX/2019 I called about the inflated and false escrow issues. Was told to email all documents I received from the tax office and would hear back within 24-42 hours. As well as to continue to make " regular '' house payments by XXXX and that a request was sent about the escrow refund. On XX/XX/2019 I called back to followed up. Was refused when asked to speak to XXXX and was again trying to explain everything I already did before just for the man on the phone to seemingly not have a clue what I was talking about, but gave me an email address to send the current year and previous year 's tax documents to again.. When asked about the Escrow refund I was told that it would not be refunded and that it was put towards the interest. Again, on XX/XX/2019 I followed back up to only go through this cycle again, but with the addition of them applying the monthly mortgage to the escrow and not as the monthly payment ( even though the payment is mailed with the monthly statement payment stub ). I want our previous year 's escrow refunded. For the amount we over paid towards the current years " estimated escrow '' to be refunded and CORRECTED per tax documents. As well as a statement sent to credit bureaus to correct and remove the " late '' payment. For all other future payments to be applied correctly. And for monthly mortgage payments to be reduced to reflect the correct escrow and insurance amount.
Company Response: Closed with explanation

Timely Response

2019-06-24

Simi Valley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-24

San Diego, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I had make my full mortgage payment in of {$1000.00} in two separate transactions of {$670.00} and {$370.00} from two different banking accounts. My mortgage servicing company Amerihome mortgage returned my payment of {$370.00} and said they will not accept a short payment. I made one payment for {$670.00} from one account on XXXX and a payment for {$370.00} from the other account on XXXX to meet my mortgage payment amount of {$1000.00}. Amerihome mortgage returned my payment of {$370.00} on XXXX. I resubmitted my payment for {$370.00} on XXXX and the Amerihome customer service representative. I am XXXX XXXX in the military and was unable to call due to being out of the country until Sunday, XXXX. I have discussed the situation with Amerihome Supervisor and all of my payments have been returned. Amerihome mortgage 's formal or informal policy is that they will not process payments in two separate transactions. I am unaware if I signed an agreement that states that I can not meet my monthly mortgage payment obligation in two separate transactions. I am sure that I am not the only mortgage customer in this situation attempting to meet my payment obligation and my payments being returned by the mortgage servicer because it is inconvenient for their accounting systems.
Company Response: Closed with explanation

Timely Response

2019-06-21

Durham, NC

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: On XX/XX/XXXX, I paid {$550.00} to Amerihome Mortgage to appraise my primary residence. The purpose of the appraisal was to remove $ XXXX monthly private mortgage insurance ( PMI ) payments. At issue, the third party vendor, appraiser, reduced the gross living area ( GLA ) of my house by 102 square feet from 2896 to 2794 square feet. All prior appraisals consistently measured the house to be 2896 square feet. When I asked why the negative 102 variance all the sudden, the answer that I received was that 102 square feet is within market variance. Because of this 102 variance, my LTV is at 76.3 % rather than 73.7 % that would qualify me for PMI removal defined as 75 % LTV or less At this point, I have to pay {$5200.00} to Amerihome for PMI removal. I have filed three appeals but Amerihome nor the appraiser are willing to make revisions to my LTV. I suspect that AmeriHome mortgage company is colluding with the appraiser by 1. purposefully reducing my GLA to attain a lower home value in order to disqualify me for PMI removal. The reality is that if the correct GLA is applied, PMI will be removed without paying {$5200.00} to Amerihome. Amerihome has refused to entertain any revisions to my home value in light of this egregious inconsistency between their appraisal practices and previous ones. My only option is to appeal to you to investigate this unfair practice designed to keep customers stuck with PMI in perpetuity.
Company Response: Closed with explanation

Timely Response

2019-06-15

Santa Ysabel, CA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Complaint: On XX/XX/19 my mom who is living in my 2nd home and making payments directly to amerihome mortgage company submitted a check to the bank to pay the mortgage was inputed incorrectly by the bank teller. The payment to amerihome then bounced due to insufficient funds due to teller error. Amerihome was contacted numerous times ( over 10 to correct the " NSF fee, Late fee and other fees '' ) they would not. We have contacted the bank in which they wrote a letter describing what had happened and that the fees should not be applied to our account. Now battling with Amerihome they will not help us out whatsoever and in the mean time my credit has bee effected by over 140 points in the negitive. I am very upset over this because I take great pride in having stellar credit. I need help.
Company Response: Closed with explanation

Timely Response

2019-06-15

Lotsee, OK

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2019-06-13

Arlington, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I closed on a home in FL in XX/XX/2019. That mortgage company sold my mortgage to AmeriHome ( account # XXXX ). I was notified after the fact. AmeriHome is refusing to discuss any aspect of my loan with me unless I verify six points of contact information that they already have on record, every time I call. Per a mandatory disclosure recording playing on the hold line, they want to update this information so they can collect a debts should a customer default sometime in the future. I am not late on any payment, nor have I ever been late on any payment. Both agents I reached by phone the week of XXXX XX/XX/2019 refused to discuss my loan with me despite having sufficient identifying information ( name, loan number, social security number ) unless I provided their debt collection information. They refused to transfer me to a supervisor. They refused to provide any identifying information that could be used to report them. Both agents lied to me on the phone, claiming they needed the Debt Collection Act information " for my safety, to verify my identity. '' This should be illegal. There are hundreds of complaints against this company. I don't understand why they are allowed to continue to operate in this manner. Meanwhile, the homeowners insurance company has sent a second notice that AmeriHome has not paid the additional fee for including the previously excluded roof under my homeowners policy. I wrote to AmeriHome on XXXX XX/XX/2019 about this issue and received no response.
Company Response: Closed with explanation

Timely Response

2019-06-12

Avondale, AZ

Incorrect information on your report

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-12

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I closed on this home on XX/XX/2019. The mortgage originator was XXXX. I had agreed and they had agreed that I would be sending weekly payments. Shortly after and just before my first payment was due they sold the loan to a company named Amerihome. Amira home claims that they either gave them the wrong address to send paperwork to or they sent it to one of my old addresses they are not telling me which one but they dont except weekly payments several weeks ago by before I found this out because they sent a document to yet another address I had but not the one that they had the mortgage loan because theyre plain XXXX of course and it has been a freaking nightmare getting all of this sorted out ever cents and it is still not sorted out. I was told the only way to get away from them is to refinance if I do that I am going to be filing a lawsuit against the company and theyre going to be paying way more than the closing costs are even offered for them to buy this whole place out for what I have in it and they can sell it to whoever before they get their XXXX sued I dont wish to harm attorney but if I have to I will this is the worst treatment of the mortgage that Ive ever seen in my entire life I was ahead of the game and they were sending me checks back in different forms one through my bank and one paper check theyre not even consistent with that and then when you call on the phone you cant get any answers. Im done trying to get it sorted, I need some sort of intervention.
Company Response: Closed with explanation

Timely Response

2019-06-10

DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After a payment was posted to my account, it was removed 16 days later with no notice or explanation provided to me. I have tried reaching out to the company on 3 separate occasions, and have received 3 separate and contradictory explanations for what is going on. On 2 occasions, I was told the issue would be resolved and then no action ever occurred. On the 3rd occasion, the representative disconnected me without finishing my call and never called back. The company should be able to provide me with clear and consistent information on my account, and it's inability to do so has almost made me late for my payment, despite assurances they would resolve it in time.
Company Response: Closed with explanation

Timely Response

2019-06-09

Anaheim, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I received my supplemental tax bills in XX/XX/XXXX, and immediately sent them to AmeriHome for payment. They had not collected enough ( {$400.00} short approx. ) so they mailed me a check from my escrow account and I paid the taxes myself, adding the remaining funds. The supplemental tax bills provided in XXXX called for 2nd payments to be made in XX/XX/XXXX. In XX/XX/XXXX, Amerihome raised my monthly payment by {$100.00} to help cover the gap in the escrow account. In XX/XX/XXXX, I received two notices of penalties for non-payment of supplemental taxes, amounting to almost {$400.00} in penalties and fees. I forwarded these to Amerihome and reminded them that they had my bills to pay for 7-8 months. They did nothing. I called and they told me : we do not pay supplemental taxes. I asked why they would collect {$14000.00} per year for {$1200.00} in standard property taxes, and why they raised my monthly payments to specifically cover supplemental taxes? They finally admitted that they DO pay supplemental taxes, and proceeded to do so, however they used my escrow money to pay the {$400.00} in fines!! I called to get a refund, they told me " we do not pay supplemental taxes ''. After another argument, they agreed that they do, but they refuse to reimburse for the penalties which THEY caused. This is called : fraud. For the record, Amerihome ALSO FAILED to pay to renew my homeowners ' insurance, required by law!! They let it lapse for an entire month while at the same time sending me letters demanding I obtain coverage! My insurance company contacted them 3 times to no avail, until I called and yelled at them to pay it or I would sue them. They finally paid it, but I had no coverage for a month. Amerihome is asleep at the wheel - for a company responsible for my mortgage, I have ZERO confidence that they know what they are doing. They have cost me money, put my home at risk, and refuse to take any responsibility. Please help, this is my first home and all I have experienced is XXXX and being ripped off by Amerihome.
Company Response: Closed with explanation

Timely Response