AmeriHome Mortgage Company, LLC

2018-10-11

Menifee, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-09

Denver, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: A few weeks ago I submitted a complaint to CFPB about Amerihome 's false reporting of a late payment on my credit report. During the time I had tried to work the issue out with the company, they had been very rude and dismissive but I didnt include that in my complaint because I know they are a crooked company and I wouldn't expect anything less. However, yesterday a representative from Amerihome that I spoke to threatened to report another late payment on my credit report if I continued to pursue this issue. I have told Amerihome a few times, including in my last complaint, that I will now be hiring a lawyer to resolve this issue and get the late payment removed from my credit report and my assumption is they dont like the possibility of having to spend money to protect themselves against the false reporting in addition to the reviews I have left online. Anyway, I just wanted to bring it up that they clearly use late payment reporting as a means to control their customers. This company has to be shut down. They should not be in business particularly after what happened in 2008 with all the predatory lenders.
Company Response: Closed with explanation

Timely Response

2018-10-03

Hack, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-03

TX

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

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

Problem with personal statement of dispute
Complaint: I am a XXXX veteran who recently sold my home and am building a home contingent on my credit. The below mistake is severely impacting my ability to qualify for this home. I am attaching the most recent report from Credit report provided by my Lender.. As requested I am submitting a written request identifying the error and a copy of the Credit Bureau Report with AmeriHome Mortgage Company showing we have 30+ days late payment however this loan has been PAID IN FULL XX/XX/2018 and due to a delayed closing its showing we missed payment of {$1800.00} ( give or take a few cents ) As mentioned in the below email originally sent XX/XX/2018 to AmeriHome Mortgage and multiple times after. I had explained in detail that our home closing was delayed causing it to appear as a late payment but the mortgage was paid IN FULL XX/XX/2018. Once I saw this on my credit report I immediately called asking how this could be corrected. I was told to email them which I did multiple times. I also called to follow up and told the same thing. I continued to forward on the request for adjuatment. I never received a response as of XX/XX/2018 so I called and was told this was denied and I would need to call the Credit Bureau myself in which I did. Now I am reaching out to resolve this. I have made several calls and e-mail attempts to resolve this via CFPB. I have not missed ANY payments, or paid late at anytime in the 2+ years we have been had our mortgage. I want you to know that I fully understand my financial obligations, and if it werent for us having a delay on the closing date of our home and the pay off being delayed this wouldnt have happened. I understand this was a mistake due to unexpected delay on closing but since then WITHIN days the loan was been paid in full. Our history has shown in more than 2 years a record of on-time payments. We are in the middle of qualifying for VA Loan for new mortgage, and its come to my attention that the delayed payment on my credit report record has severely hurt my ability to qualify. I truly believe that it doesnt reflect my creditworthiness and commitment to repaying my debts. I have recently paid off all of my debt and it would help me immensely if this could be fixed and adjusted to remove the late payment. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-10-01

Cheverly, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX i received an email from the mortgage company advertising a quick quote to refinance my existing mortgage. I clicked on the information in the email and was immediately contacted back by a loan officer. The loan officer gave me a quote on the refinance to go from a conventional loan to a FHA loan at the same interest rate that i currently have at 4.25 %, she explained that i would need to buy down the loan points at {$2800.00} ( cash to close ) and that it would save me $ XXXX on my mortgage insurance premium ( advised not to pay my XX/XX/XXXX mortgage payment anfd to bring those funds to closing instead ). These were based on my credit score at the time of the closing of the original loan in XX/XX/XXXX. She explained that my only out of pocket cost would be the required appraisal. That seemed like a good option to do. She sent me the initial disclosures allowing them to pull my credit and etc. I immediately responded and we started the process XX/XX/XXXX with the expectation that settlement would happen prior to XX/XX/XXXX. I received the first actual loan disclosure on XXXX and noticed the cash to close amount was higher than agreed originally. the loan officer stated that the MIP up front cost was around {$6500.00} and that she had received approval from a higher up to take care of that cost. I requested that in writing and she sent me the email with her higher up agreeing to do that at the last point or at closing. so i agreed to sign those disclosures which also locked in the rate at 4.25 % until XX/XX/XXXX ( officially signed and sent back on XX/XX/XXXX ). After this, i did not hear anything from the mortgage company. i sent an email advising that i would be out of town starting on the XXXX so if they needed anything else from me to let me know. they advised everything was ok and still set to close by XX/XX/XXXX. On XX/XX/XXXX i was contacted by phone by a loan processor needing information for a credit card for the appraisal. I called the loan processor 4 times from my vacation and had my mother call and leave a message while i was away as well to give them the information. I did not hear back from the loan processor again until XX/XX/XXXX in which he was given the credit card info for the appraisal. He advised again that we only needed to do the appraisal, and that was the last step so settlement would still occur by XX/XX/XXXX. The appraisal company contacted me XX/XX/XXXX and scheduled appraisal for XX/XX/XXXX. Appraisal came back XX/XX/XXXX with a higher value ( XXXX ). therefore they sent me new disclosures to update the value of property, and i sent back signed XX/XX/XXXX. AFter multiple calls and emails that i made asking about the status ( since we were nearing the end of the month and the mortgage company had been calling me for lack of payment, i was getting nervous ), i finally heard back from the processor that he hadnt been able to reach the insurance company XX/XX/XXXX. I knew that was odd and immediately reached out to them, i gave the processor the information. he came back and said he had been contacting the wrong persons so that would delay the closing until the first week in XX/XX/XXXX. So i paid the XX/XX/XXXX mortgage and requested the late fee be taken care of since they delayed the settlement. The loan officer requested the fees be removed. I was advised again not to pay the XX/XX/XXXX mortgage and to bring that to closing instead. After this, i heard nothing from the mortgage company for weeks. I contacted them multiple times asking what was going on. Finally heard back from the loan processor that he was working on getting my cash to close to a reasonable amount. I didnt understand that. Then i received an email XX/XX/XXXX with post closing disclosures. Since i was out of town, i could not see the records. On XX/XX/XXXX i saw the disclosures and saw that the amounts were off. It had a higher interest rate and the amount of cash to close was higher and final mortgage amount higher. i called and emailed about the changes. On XX/XX/XXXX i was sent new disclosures, so i actually thought maybe the other documents were a mistake. i heard back from the loan officer stating that they made the error that the property taxes were paid and they were planning to use that money from escrow etc etc, but never gave any info about the rate hike to 4.375 % i told her at that time, i agreed to our original agreement of 4.25 %, {$2800.00} at closing with total amount monthly at {$2600.00}. The difference over time would not be beneficial. I would end up having to pay the mortgage company tens of thousands of dollars more over the life of the loan and the fact that they tried to slip it to me without even advising me of the changes. just asking me set up the settlement date. I then requested that the original terms of the loan be honored for me to continue. They stated that i would need to have {$5000.00} at closing. At that point i advised that unless we could go forward with the agreed upon terms i could not continue. I also requested the appraisal fee to be given to me and the late fee for XX/XX/XXXX to be requested to be waived since i was advised not to pay while going through this process. I intended to go through with this refinance and it only did not happen because of their incompetence and lack of communication. Rates have increased now so i have now been put at a disadvantage and can no longer refinance and benefit me. Other companies were offering the same option but i figured that since i was already with them, it would be easier to stay with them. Now i am out f {$520.00} and still have the same mortgage and unable to refinance any where else at this time. They advised they would not give me the money for the appraisal and that i would either have to take a rate increase or bring an additional {$2200.00} to closing. There was no material facts that changed for me, and of no fault of me that this did not happen that should have affected the process ( in fact my credit score went up by 30 points from her original assessment ). I was willing to continue with the process at the original terms.
Company Response: Closed with explanation

Timely Response

2018-09-22

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: this mortgage company AMERIHOME MORTGAGE XXXX XXXX XXXX XXXX NJ XXXX MY LOAN NUMBER XXXX HAS MISAPPROPRIATED MY MONEY IN THEIR ACCOUNTING {$170000.00} ON XX/XX/2018 PRINCIPAL BALANCE ONLINE {$160000.00} ON XX/XX/2018 PRINCIPAL BALANCE ONLINE {$3500.00} DIFFERENCE MISAPPROPRIATED TO SUSPENSE DESPITE MAKING A REPAYMENT TOWARDS PRINCIPAL, PRINCIPAL HAS INCREASED INSTEAD OF DECREASING AND NOT GIVING ANY SATISFACTORY EXPLANATION FOR THIS FRAUDELENT MISAPPROPRIATION AS PER THE ONLINE CHAT TRANSCRIPT WITH THEIR CUSTOMER REP ON XX/XX/2018 ATTACHED HEREWITH BELOW
Company Response: Closed with explanation

Timely Response

2018-09-19

Denver, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced a mortgage for a single family rental property. Soon after closing, that mortgage was sold to Amerihome Mortgage around XX/XX/2018. I made my first payment to Amerihome and then signed up for autopay on XX/XX/18 using my business checking account ( I have multiple rental properties with other servicers and have always used a business account without issue ). Amerihome cancelled my autopay because they require a special form if using a business account. So I filled out the form and mailed it in and resigned up for autopay online on XX/XX/18. This time I assumed it was effective and took it off my to do list. However, my XXXX payment did not process because they had rejected my autopay again. I didn't find out my payment didnt go through until early XXXX. When I did, I immediately paid the full balance and explained the situation over the phone. The rep understood the situation and waived the late fee and all was good. A month later I found out Amerihome had reported the late payment to the credit agencies. I again called and explained the situation and wrote a letter to their dispute department but Amerihome refuses to remove the late payment from my credit report. My credit score has gone from an XXXX to a XXXX. This is not a late payment situation, this is a logistical situation that I have made multiple good faith efforts to comply with their requirements. Please help me to get the late payment removed from my credit report. Thank you, XXXX
Company Response: Closed with explanation

Timely Response

2018-09-19

Alpharetta, GA

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

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-17

Newnan, GA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Good Day My Name Is XXXX XXXX XXXX I've recently purchased a home in XXXX moving from XXXX back so my family could help whenever needed. My hands and wrist are at times not corporative. It will take a whiel to write this. I signed my documents on the home a day or so before the sellers signed, as I was in town and had to go back to XXXX to close on the house there. I was assured this was done all the time and very normal, though not in XXXX. I did a walk through of the home the day before I signed to get measurements. It did not occur to me that a detailed walk through to check everything that was suppose to be repaired and in working condition as it was inspected by XXXX XXXX XXXX who gave it an all clear basically. Even after reading the so called termite report that was only XXXX for the sellers and Out of XXXX, XXXX which takes me by a huge surprise. Not to mention when I asked for all the work orders that was suppose to have been done before taking ownership, the electricians paid copy with nothing on it but added 2 GFIC outlets, but the date was XX/XX/XXXX, several days after I signed and had already moved in. I mention this because the day I moved in the double ovens on the wall in kitchen were not working at all and still not. My realator came over with an electrician she uses to check the circuit breaker, and it was fine he said. I was told that the Ovens could be repaired and the previous owners would pay, this I denied, simply because the previios owner was not honest with me or reports on any level, so using someone that would be sent over from them to take them out and try to repair would have been a nightmare. There is no way this home was inspected for bugs or practically anything. The day I moved in I wouldn't even sleep for fear of the abundance of roaches and other small bugs all in the house, garage, attic ( which I still have not cleaned out ) This went on for days, I used bombs in the attic, garage, sprayed the outside and inside several times, sweeped up the dead and Prayed it would get better, which after about 10 days it did and a lot of bug control. This house had been a complete wreck upon move in. One wall had 2 holes and its ship lack so repairs are not easy on this, the previous owners said the owners before them had a TV there, but again why wasn't this disclosed. Also on another wall in Living room a Very large hole in wall with a cable hanging out, I do not remember the excuse on that one. But it was never told to me and it was covered, more holes smaller here and there. Master Bath a complete, not sure how to describe it, holes where attempts to cover with caulking but didn't stay, I had asked for any and all outside wood on the house to be replaced before move in. None of this was done. The relators came over when I wasn't home and walked around the home and said they didn't see anything that needed replaced, as usual you have to look closer. I was concerned that water had been dripping out of the attic down the wood under the gutter on back side above AC unit, so I asked for the work done on this Unit as well, because I had asked and it was recommended that it be cleaned. Since my dad does HVAC for a living commercially in XXXX XXXX I asked him to come over and check the AC unit in the attic. Upon doing so it was discovered that the pan under the one in the attic was all rusted out and has holes in it leading the water to drip through to secondary drip and following the path down the side of the wood from attic to outside, and this entire area was soaked and saturated with water for a while. The outside vent was bent back to allow drying if it will even get that far. The wood is soaked inside through out. how they never saw this was a complete, no words can describe how I feel. I looked at the report the AC company gave the previous owners when they had it checked out per my request. It states everything was fine and no recommendation for any repairs, all checks are ok, but they added gas to it R22. How does a professional sign off on this when it clearly was not ok, and the wood was drenched from attic to the water standing on the outside vent and dripping constantly which it now has a pipe that drips the water to the ground temporally but is not a fix, and it pours out constantly. So I could be looking at Mold or fungus if this dries out soon. Beyond the Ovens not being in working order at move in and still have not been replaced, yes I know I denied their offer to repair them simply because everything that had not been told to me or missed by the Inspector completely ad been a complete nightmare. The exterminator invoice has nothing on it but XXXX paid, and was done on XX/XX/XXXX18. Mentions a side fence that has some infestation but does not tell what, and there is a huge workshop in back yard, its all fenced in together and no inspection or anything was done on it and by looking at it inside and out it had a termite problem but nothing about treatment or anything, wasn't even told it was on a separate electrical system also billed separately. The day I was coming to move in they left this place a wreck, it was disgusting and I had asked for professional cleaning also. My mother and my realtor came over to check things out before I arrived and the realtor called din a cleaning crew to re clean the house. First I don't know how the inspector missed all the things that were wrong youd have to be blind, the ovens just happened to stop working when they moved out, not buying it. They also knew about the condition of the AC and had to know the wood was saturated and would needed to dry and treat for mold or mildew, and replacing a few pieces. As the the heating and air company should of been 100 % honest of their report and went on notice that the pan was rusted, holes, and draining by secondary drain option through a pipe that looked new, down the wood and out a vent leading outside. I paid XXXX for the house. To replace the ovens and have it installed Im looking at over XXXX plus if the repairs needed to the wiring behind them or the hook up. maybe more. The wood that has to be replaced, treated, and an AC unit that needs replaced and has a false service list. To miss everything wrong he would have had to be, well just didn't go in the attic, and it wasn't cleaned because their were weeds covering the outside unit. to replace, repair wood, and treat for Mildew or other if needed could get over XXXX that's depending if when it finally dries out there isn't any mold. They also were asked to fix the garage door, as it sometimes slams against the motor when opened, but not all times, the latch comes loose and re aligned. But of course denied anything was wrong with it and when my realtor came to look of course it did not do it, yet a couple times later slam. This is scary as if you go to close and it goes that fast and doesn't stop it could injure myself or another badly. I was told that everything had been done that was on the list, yet found out after moving in that it just wasn't so. Holes in walls is one thing, non working ovens is a little different, the previous owner said he had replaced something on them when they moved into the house, and guessed it probably went out again, so repairing it again especially at their age, with someone they would send I just cant trust that. The whole thing with the AC unit, the wood, the leak the rotted pan, and a 100 % pass by the company is far different. I can't afford to do all these repairs and pay my bills. The inspector is got to be blind or just didn't do a complete inspection, and how the building out back was missed completely is a complete, again no words. I haven't spoken with my realtor since she was here with an electrician to check the box, which he said everything was fine yet I have outlets that do not work in house. It was told that the previous owner was some sort of contractor or worked for one and he did all the electrical in the house, which you can tell it wasn't professionally done, their are barely any outlets in the house to begin with so they need to work, the outside lights are suppose to cut off and back on when something crosses them, they all stay on at night so I am having to replace them as well. I just do not understand how and it being a VA Loan all this was missed, wrote up falsely, and orjust completely skipped. I am XXXX XXXX XXXX and unemployable and this is an outrage. We go with VA loans to prevent being stabbed in the back and run all over, supposedly getting a better rate with good score, yet that didn't happen. This has been the worse nightmare ever and still going. Someone is responsible for the AC problems, the wood, repairs, the ovens not even sure how to handle that one. There has been too much dishonesty going around since I bought it and I need help. I have no idea how to handle this, and my XXXX and XXXX is really bad due to this. All these people involved did a disaster job on repairs, and overlooking the shape of things in front of them, and it makes me think if anyting was actually checked to begin with. They are in breach of contract because of the AC unit. I wanted it checked out and they agreed and the report is false. There is also the ceiling fan in Maser room, it had been hanging down and is determined that they shoved a couple pieces of wood up in the ceiling above it to try and make it stay, looking closer there is hole in ceiling around it and everything has to be repaired and replaced as well.
Company Response: Closed with explanation

Timely Response

2018-09-14

Hinsdale, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I brought my principal threshold leas than 80 % to waive PMI but still mortgage company is not taking any action.
Company Response: Closed with explanation

Timely Response

2018-09-14

Main Office, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I made an additional payment to principal on XX/XX/2018, to XXXX XXXX who was my loan servicer at the time. The payment initially had posted properly ; however, on XX/XX/XXXX, I noticed that XXXX XXXX had processed a reversal of my additional principal payment on XX/XX/2018, without notification or explanation to me. By this time, my loan had been transferred to Amerihome, which I received notification of on XX/XX/XXXX. At the time of XX/XX/XXXX, my principal payment from XX/XX/XXXX had not been credited to me at all, despite the money being withdrawn from my checking account since XX/XX/XXXX. After several calls and elevating to the level of supervisor, my payment was finally posted on XX/XX/XXXX. However, I have contacted customer service several times since XX/XX/XXXX to have my payment properly backdated to XX/XX/XXXX when it was made and Amerihome refuses. I have supporting documentation from XXXX XXXX and my checking account to show that that payment was made on XX/XX/2018, and not XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-09-10

Windsor Castle, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-09-07

Cranberry Township, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-07

Knoxville, TN

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-09-07

Calumet City, IL

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-09-04

Main Office, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I closed on my home on XX/XX/2018, with XXXX XXXX servicing my mortgage. I was notified on XX/XX/2018, that my mortgage was sold to Amerihome. I immediately registered for an online account for Amerihome to attempt to establish a payment for my bill due XX/XX/XXXX. The option to make a payment was not available in my online account at that time ; therefore I contacted customer service who told me verbally that I would have to wait until after XX/XX/XXXX because my account was too new to make a payment that was due XX/XX/XXXX. On XX/XX/XXXX2, I attempted to log into my account and my account had been deactivated ; and when I attempted to register a new account, the system would not allow me to do so based on the fact that I had an existing account. At that time, I attempted to call customer service, which was closed. On XX/XX/XXXX, I called customer service and spoke to a representative who told me I have " stops '' placed on my account until XX/XX/XXXX, which block me from accessing my online account and making payments through the automatic phone system until after XX/XX/XXXX. Meanwhile, I have a bill due on XX/XX/XXXX and XX/XX/XXXX, while I am blocked from making payments online and through the automatic phone system. The customer service representative informed me that the only way to make a payment that is not made through the website or the automatic phone payment system, is through a customer service representative who will charge me an additional {$5.00} service fee to process my payment. In summary, I am blocked from making timely payments online or through the phone system, I am also blocked from establishing an automatic monthly withdrawal from my checking account, compelled to pay an extra fee to make a payment through the customer service representative ( which is the only option available to me ), and do not expect have access to my online account until XXXX. Furthermore, I had planned to make an extra payment to the principal each month, as I had done previously before my loan was transferred, and I am blocked from doing so without paying the additional compulsory fee ; therefore, the mortgage lender is charging me additional interest and PMI charges than I would otherwise pay, if I had full access to my account and was allowed to make additional payments to principal.
Company Response: Closed with explanation

Timely Response

2018-08-30

Justin, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-08-29

Everett, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The loan was trasferred to Amerihome from XXXX XXXX. The loan balance should be around XXXX but Amerihome has is at XXXX. Ive called XXXX and they say Amerihome has all the documents. their was a recast for XXXX done with XXXX. this has been going on for well over a month. Amerihome sayss the documents will be reviewed but every time i call they push the date back. I.ve asked them to call XXXX but they refuse to call. If they would communicate with each it would solve the problem but Amerihome won't.
Company Response: Closed with explanation

Timely Response

2018-08-28

Kennesaw, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-22

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-22

New Britain, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX am trying to reorganized my financial situation without filing for bankruptcy protection. I therefore believe that over the next few months I can resolve a great deal of my debts through negotiations, and I need a modification package emailed to me as soon as possible. I request that all phone calls to me cease immediately by AmeriHome Mortgage, and that I receive a modification package to start on that process immediately and be protected from foreclosure proceedings under my protective rights with the addendum Fair Debt Collection Practices Act of 2014. Accordingly, I request this modification package immediately and I will explain in great detail my plan to get my affairs in order without bankruptcy.
Company Response: Closed with explanation

Timely Response

2018-08-20

New Lenox, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-08-17

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Im trying to refinance my mortgage out of Amrihome to a different lender and they wont issue a payoff letter. Thire claim is that as they dont have hazard insurance on the property they cant issue payoff notice. Though I have explained repeatedly that I can not insure the house as its about to be demolished and that the new lender is providing me with a construction loan facility they dont seem to except that. My constant conversations with supervisors at the call center who promised me that they understand and therefore will issue such payoff notice ended again in disappointment as no payoff notice was sent. In light of their conduct my closing for the refinancing did not occur and I would have to redo the whole process and pay additional fees for the new lender. Nothing seems to matter to them as today again I was promised an email and escalation but nobody contacted me. Seems like Im in limbo no in light of their conduct my closing for the refinancing did not occur and I would have to redo the whole process and pay additional fees for the new lender. I also gave them permission to impose insurance on me and to charge me with the premium.
Company Response: Closed with explanation

Timely Response

2018-08-15

Anaheim, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-14

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Greetings I have a mortgage with AmeriHome Mortgage. Every month I overpaid my mortgage and the extra was always applied to the principal. On my most recent payment, the extra was applied to future payment instead of the principal. I have called total of three times trying to get the issue. The customer service said they will correct it but is never done.
Company Response: Closed with explanation

Timely Response