AmeriHome Mortgage Company
Reviews and Complaints

Garbage company. Only been a member since October . AFTER they BOUGHT UP MY ORIGINAL LOAN MORTGAGE. (basically a conglomerate company that buys up and "processes" loans). Their infrastructure to do so is [censored]. I made an online payment for February mortgage on 01/29/2022 Web portal generated a confirmation number and clear date Monday 01/31/2022 "Your one time payment draft for loan number ending in in the amount of was submitted on 01/29/2022 with a scheduled date of 01/31/2022. The confirmation number is . If you have any questions, please contact Customer Service" They didn't take out of my bank until Wednesday 02/02/2022, Made me marked me as late. Then they sent me to their internal collections, who didn't call me until 02/25/200 to tell me I was 24 DAYS LATE and advised me they would send to a 3rd party collector and credit reporting if I didn't pay to catch up. After "fixing" on phone with collections,WEBSITE DIDN'T UPDATE and still didn't show caught up and paid, and still showed late fee. Called collections back and they told me the website wouldn't be "updated" until 3 business days later. What kind of [censored]ing customer portal website doesn't match payments and collections?! Not really good use of technology, kind of garbage and bad IT and infrastructure! John in collections "sent me to customer service" to log a formal complaint, but sent me to a dead end number that no one answered.

While my husband was in the hospital for hip replacement, I called AmeriHome about a home owner's insurance question...was asked about the possibility of refinancing and with a "yes", I was transferred to A ***, the Loan Officer. He explained the process and said he would "work the numbers " and get back to me. Within an hour, A called and the process for refinancing began. He was absolutely wonderful and personable and professional and very helpful as I am not a "Techno Diva ". After talking with my husband, we decided to move forward with the refinancing. Brandi Clements, the Loan Processor, then contacted me and we worked together nicely as she understood my anxiety with my husband in the hospital. She walked me through every step (some I had to redo) but she was always calm and reassuring and totally professional, yet very friendly. The appraisal process was easy and having the many mortgage papers notarized in our home was a real plus! What can I add? Each person I dealt with certainly represented AmeriHome in the best possible way...my husband could not believe how easy and stress free the entire process was! A bright light in his difficult recovery! We are now in a better financial situation and feel confident with every aspect and person associated with AmeriHome. Don't hesitate to contact them for your mortgage questions and needs...perhaps you might want to ask for A *** and B ***!

Amerihome frequently misplaces my payments (the checks are automatically sent by my bank monthly to the same address, my account number and address of the property are on the checks). The first time this happened, I was mortified because I thought that I had somehow made a mistake and called Amerihome to fix the situation. The person on the phone was extremely rude, told me that I didn't know what I was doing, and used confusing jargon that made me second guess myself. Well, it happened again a few months later. This time I reached out to my long time bank to confirm that everything on their end was in order (I have never had an issue with this bank or any other automatic payments). When I called Amerihome, I spoke to someone who had no answers or insight into the problem. She then told me that I should speak to a manager. No one was available. So, she told me a manager would call me back. Someone did call me back the next day, but I was on another call. Their message was extremely difficult to understand, and they told me to call back the main line, which I thought was odd (Why wouldn't a manager give me their direct line?). Well, they keep terrible records because when I called back, the person that answered had no clue what was going on with my case or who had called me back. I have now been on hold for 58 minutes waiting to speak to a supervisor. Honestly, I have no hope that this person will be able to sort out the issues and have already started shopping for a better company.

Amerihome bought my mortgage. I did not choose them, and would never ever choose them or recommend them to my worst enemy. I agreed to an escrow to get 0.25% off my mortgage, and after a year would request a waiver of the escrow. But constant issues each month have occurred in order to deny, deny, deny. I was finally told that Amerihome typically does not waive escrow - even though my LTV is .6 and I am within my rights. The front line customer service folks are typically friendly, but they have no authority to do anything except send an email to a back office person in the insurance department, escrow department, or some other place. At one point they indicated that my flood insurance was insufficient and 'force placed' a policy with coverage for $13 on my property. This charged me a $1 premium (didn't cover the postage and paperwork) but gave them another excuse to with hold the escrow waiver, even though I have enough flood insurance for (my second story condo) to cover the load balance. I recently received another notice that indicated that my insurance had expired, but that was completely inaccurate. They confirmed over the phone it was not correct, and I requested a written retraction and apology - but never received anything. And, after being told everything was in order, another denial because they needed a written request for the escrow waiver - even though I sent a written request four months ago to start all this in motion. Deny, Deny, Deny... DO NOT USE AMERIHOME MORTGAGE.

Do you like questioning whether or not your mortgage company paid your home insurance bill? Do you love long, stressful phone calls with someone handling your money who fails to actually follow through with payments? Do you like when your mortgage lender admits that they never made the payment and it's too bad so sad for you? Then AmeriHome is right for you! AmeriHome failed to send payment to our insurance company. We paid an extra $100 to correct this mistake of AmeriHome & then we were told that things should be alright from here on out (this was April). Fast forward to Feb 2022, we get an email headed by AmeriHome saying our insurance was about to lapse. We contact our insurance only to find out that we never had insurance since last April because they never heard back from AmeriHome after the extra money was sent. Our insurance company has proof that they successfully reached out to AmeriHome. Our first few calls to AmeriHome was them trying to claim it was the insurance company's fault. After the insurance company said they had proof that it wasn't, AmeriHome then tried to avoid admittance. They are now admitting that they didn't pay it when they should have, that they know they took our money but it's not their problem & we need to find another policy while they place us on a forced placed policy. Tell me, AmeriHome...how is that you can admit you didn't pay for a policy & send a phony letter saying that (non-existant) policy was about to lapse? Crooked, crooked, crooked!

AmeriHome Mortgage took over my loan on my new build home in November . The first real estate bill was sent to them based on land only and it was paid in November. The county sent a supplemental bill once taxes were recalculated to include the house. I received a delinquent notice for the supplemental bill in March 2022. I called the county and was told it happens all the time with new builds and to contact my mortgage company. When I contacted AmeriHome the girl in customer service told me to send them the bill and they would take care of it from my escrow account. The online portal wouldn't allow me to upload documents and I called them back to notify them and they couldn't help me fix it but instead told me to just fax it to them. I faxed to the number they provided. So I assume everything was good. July 2022 I receive a letter from an attorney saying it was never paid and is in collections and now has added fees. When I called AmeriHome to find out why it was never paid they said they had no records of the bill or me contacting them and that it was my responsibility. I asked to speak to someone else and was again told it wasn't their problem and it sounded like the "only reason I was blaming them is because my bill was delinquent!" I've paid all payments to them on time and they have no right to speak to customers that way. I was told I had to pay the bill with fees and the only way to try to get the fees refunded was to submit an request in writing and send it to a PO box. Which I'm sure they will claim they have no record of receiving!

I refinanced my original AmeriHome mortgage into a new AmeriHome mortgage in July, and have faced a frustrating NIGHMARE ever since. For some reason, AmeriHome can't seem to figure out how to pay the Homeowners Insurance premium nor the property tax from the escrow any more. For the insurance premium, my policy came very close to being cancelled for non-payment. I tried so many times to call AmeriHome and actually talk to a person, and was successful only once. That person had me upload the insurance bill to a third party website that appeared to have nothing to do with AmeriHome. It appeared to be ineffective as well, since it took another two months and a continuing struggle to get the matter resolved. Another frustration is that due to the lack of phone support, I resorted to logging questions on their website. Several times, I posted a question up there, providing details and imploring them to pay the bill, contact Liberty Mutual Insurance company, etc. Instead, AmeriHome would just close the question and reply that the matter had been settled. After a week, I would contact Liberty Mutual, and each time there had been no payment. In the end, it took three attempts like this before AmeriHome actually paid the insurance premium. I noticed this morning that AmeriHome had also not paid my property tax bill. Again, I am girding myself to go to war with them again to try and force them to fulfill their obligations. Folks, if your mortgage broker tells you they want to place your mortgage in the hands of AmeriHome do yourself a favor and run the other way. I will absolutely never to business with them again, and I tell everyone I know of my experience.

We paid off our Mortgage, received an email stating that funds in excess of payoff amount (escrow account in our case) would be "sent within approximately 20 business days from the date of the email. I waited the 20 business days ( those were days not including weekends or the President's Holiday) to determine if the funds had been sent out. I tried to use the online account but it had been closed because the loan had been paid off. After some usual requests for identification (Usual not reasonable, like DNA, Grandparents OK, color of my next grandchild's hair) . I was told that the information I requested would take up to 60 days to obtain. I asked why the email said 20 days and she was saying 60 days she said it always is 60 days. I asked to talk to someone who could understand my question but she said no one was available. I wanted to talk to a supervisor but no supervisor was in the building and she would ask someone to call me within the next 48 hours. I told her that made no sense and predicted that they would say they called even if it did not happen. So now I have to remain at home for the next 48 hours or miss the call requiring me to call them again. I would point out she never answered my first question. I could assume it was not sent out, but I think the 48 response was made up. I did not have the opportunity to talk with someone in authority because that would disclose that the 60 day statement was a lie and she knew it. I realize the loan was paid and they can't make more money off me. I wonder what they would say if i had said my payment would be made within the next 60 days, as the wording " by the 1st of the month is not what I meant to agree to when I signed the papers. I suppose i will receive a dollar or less interest for my trouble.

Amerihome mortgage has the worst customer service I have ever seen! My loan got sold to them and it was fine for a few months until this month they randomly increased my payment by over $300. I reached out a week before my payment was due and was told I had been sent mail stating that I had an escrow shortage and my taxes doubled! Never did I get this mail, they said they would resend in 2-3 business days, still nothing. I called multiple people within the company to fix my escrow account and everyone gave me different answers, saying they opened analysis to be done but never updating me on the outcome of those processes. Called again during the grace period and was on the phone for an hour with a rep that looked multiple places confirming the tax amount I received from the auditor, yet claimed he couldn't explain or see the extra taxes listed on my escrow statement that were causing the issue. Requested a manager, they said it takes a day for them to call back. Somehow call goes straight to voicemail the next day and the manager doesn't leave a name or call back number to discuss the issue. Called customer service again to get ahold of the manager and they said they can't tell who called me and would take another 1 to 2 days for another manager to contact me. I expressed I needed to talk to a manager asap and they said they would transfer me, but sent me to the HELOC department! Asked for manager again and was told I would be called back by EOB that day and received no call back. Called again asking for manager, was told she would transfer me then blatantly hung up on me. This company is a joke! All of them say they will do something and it doesn't get followed through with. All I see are bad reviews, this needs to be fixed immediately! They want you to have issues so they make more money!

Customer service is not their strong suit. Since they were my lender I tried to reach out to them about refinancing. The first person I reached said they weren't licensed in Georgia and that someone else that could help me would call me the next day. No one ever called. I tried calling again, found someone licensed in my state, then got disconnected mid conversation. I didn't get a call back so I just assumed they weren't that interested. I ended up refinancing with another lender on 11/13. After my loan was paid in full I cancelled automatic payments just in case. On 11/29 I received an email letting me know they were going to draft my account. I called to find out more information, but hung up after being on hold over half an hour. They didn't end up drafting my account, but I had to ensure money was available in case they made a mistake. Now I am having an issue getting my escrow refunded. Under the impression they had 20 business days to refund my money I called to ask about the status when it had not arrived within this time frame. They said they sent it on 12/15. They do not have tracking information for my check even though they charged me a $25 fee when my loan was paid off. They admitted USPS was slow right now and to give it 7 to 10 business days. Why send it through USPS with no tracking if it's so unreliable? So what do you do after you don't receive the check in 7 to 10 business days? You wait an additional 30 days (past when your check should have been received - 10 business days after it was allegedly sent) before they will issue another check. How do I even know my check was mailed out on the 15th? Since I had to prepay my property taxes at closing this is a sizable check that I need, but AmeriHome has been unhelpful. Their process is ridiculous and could easily be improved if they wanted to.

AmeriHome Mortgage sent me an email claiming to have a Complaintsboard.com A+ rating...it literally says that on the email after a representative's signature from the "office of the President". I am here seeing that they do NOT have an A+ rating. Nor do they want to treat their clients with respect and decency, even clients like myself who have an 800+ credit rating. Their COVID forbearance program - meant to help if you were affected by COVID and have suffered financial hardship - your credit is not affected while your statements show you're "late" and your mortgage payment is piling up on itself and your profile is thrown into debt collections. Then the mistreatment becomes beyond unacceptable and enters the realm of completely disgusting. Ending the forbearance early to move on with life once you're back on your feet then becomes an experience of the debt collectors department preventing you from moving on while railing on you and refusing to answer simple questions without going off on a "shame" tangent or a "lecture" tangent that has nothing to do with your question. I felt like I was dealing with soldiers who are psychologically terrorizing clients - just to get a one sentence confirmation email, just to get a statement date. I submitted my complaint - they did nothing but a blanket apology and were not accountable. They would not agree to having training moments with the team, to change their training program and to change their company culture - or to show any interest in donating through their bank's CRA to a project in the county I live in and own a home now involuntarily in the hands of AmeriHome Mortgage - they told me to write my state representative about the legal memorandum they have to read us and said "have a nice weekend" ! They have ZERO diversity on their Executive Team - unless you consider one of them having brown eyes as diverse. They don't represent or respect Americans or the workforce.

Very poor customer service. Any phone call you must go through almost 7 minutes of prompts on an automated system. If you choose the wrong prompt, it will just end you call and you must start over. Had an issue with my escrow, where my payment increased by over 25%, I tried calling to find and answer. Once I eventually got through to a person I was told they could not see why my payment increased but they would have an escrow analysis run to find out. 3 Weeks later I called back after hearing nothing about the escrow and talked to a (different) representative who told me the same thing, "I dont know why the payment would increase, but I can have an escrow analysis run to find out." Once I informed them that the previous representative told me this 3 weeks ago, I was told "I dont think so, it doesn't look like there is anything about it in your file." I request they run an escrow analysis ASAP so we can figure out what is going on. They agree and say hopefully in a week, but probably 7-14 days. 2 Weeks later I called back - still no escrow, they state it will likely be 7-14 days (again). This process continued for 1.5 MONTHS. Eventually I told them I was withholding payment until I received a copy for my escrow analysis as I have nothing to show what I am paying towards. After that, I received an email saying my escrow analysis was completed and i could obtain a copy on my account. It showed that I had been paying too much and my payment would be dropping 3 months from now - because they "only adjust payments and escrow in teh month of February" Due to this mess, I refinanced my mortgage with another company. The escrow company used at the time of the original closing issued me a check for repairs I had completed on the house and sent to to Amerihome (A full payment worth). Amerihome claims they have never seen this, and dont know what I am talking about. They say I cannot email a copy of the check as proof. I still dont have my money back.

To someone in senior management: Since my loan was sold off to your mortgage company, I have had nothing but problems and issues. It started with the fact that I never received your welcome package prior to my first payment being due on 1/1. However, I proactively contacted the lender who sold the loan to you to obtain your information, called your customer service department in December and was told I could enroll in in your automatic draft program online so I would not be late with my first payment. So I did. I received confirmation that the enrollment was successful and then received a second later (dated the next day) that I was unenrolled because the name on the loan did not match the name on my checking account exactly. This prompted another call to your customer service department where I was told that should not have occured. I was told to re-enroll online for February's payment and to "snail mail" a check for January. Once again, I received confirmation that I was enrolled in auto-draft, only to receive a second letter the next day again that I was unenrolled. This prompted a third phone call to your customer service department. I was told they did not recognize the address that I was given by the prior customer service rep and they could not locate my check. However, I was told that they would try to track it down. I was told to fill out a form that was on your website and send it in with a voided check since I was having trouble enrolling online. I was told to enroll online for a 3rd time, just to be safe. I received a 3rd confirmation and a 3rd letter the next day that I was unenrolled. So I called again. This time I was told to enroll in Bill Pay, which I did. The February payment was paid via bill pay. I received a letter after the February payment that my March payment would be drafted via automatic draft. I promptly picked up the phone and called customer service wanting to ensure that this letter was a result of my setting up bill pay and I would not be drafted twice in March. I was assured by your customer service rep that I would not be drafted twice and the letter was a confirmation that I was enrolled in bill pay. As I feared, I was drafted twice in March. (One via auto draft and one via bill pay.) So I called on 3/2 to request a refund for the duplicate payment. I was told the charge could not be reversed electronically. You would have to "snail mail" a check, which would take two weeks. The customer service rep said she would put in a check request for the refund that day. As of today (3/22), I did not receive the check. So I called customer service where they offered no explanation as to why the check was not issued, even though they show the request was put in. Now I'm being told that you will stop the April payment (because a check would not be received until April at this point) and it will be restarted in May. I am fully anticipating that you are going to screw this up based on my experience with you to date. You are obviously extremely disorganized and it is super frustrating that you never get the same customer service rep twice. I have spent countless hours on the phone and taken time away from work trying to rectify problems that YOU have created. Your company has NEVER done what it says it is going to do. I have held multiple mortgages and had loans sold off before and NEVER had the problems I've had with your company. Awful! Just awful!

I refinanced my property with Amerihome Mortgage. I was given a payment coupon at loan closing to make my payments starting Oct 1, 2020. I made my payment from my bank bill pay using the account number on the coupon I was given, and have confirmation from my bank that payment was made as required on Oct 1. I received an automated phone call from Amerihome Mortgage on Oct 7th calling to inform me that they had not yet received my payment. That seemed very strange to me, so I waited to speak to a representative. That was when I was informed that I was given a temporary account number, but that my actual account number was different. The person I was speaking to said she could not help me and that I would need to file a dispute on the website to have the payment applied correctly. I couldn't find anything on the website, so I called back on Oct 8th and was told that they could not find the temporary account number and that I needed to contact my bank to stop payment. I called my bank, and they said it was an electronic transfer of funds, so I couldn't stop payment. They said they faxed the transmittal information to Amerihome so that they could investigate where my payment go applied, and I should be able to confirm resolution in 48 hours. In the meantime, I made a 2nd payment using Amerihome's online payment option on Oct 8th so that I wouldn't get reported delinquent. I had asked to speak with a supervisor on Oct 8th and was transferred, stayed on hold for a very long time, and then was told the voicemail was full. I called back on Friday Oct 9th to check on the resolution. I was told they still could not find my payment, but that the person I was speaking with would keep an eye out and contact me when she saw it applied. I called back today Oct 13th since I hadn't heard anything back yet. I spoke with a representative who told me I didn't make the first payment to the temporary account number. She told me that her supervisor would not speak to me. I asked directly to speak with a supervisor and she said her supervisor will not speak to me and that if I need to file a complaint with the Complaintsboard.com, then I have to do what I have to do. I felt really bad for the person I was speaking to because she is put in a horrible position. I feel like Amerihome is committing fraud and has stolen my money.

My mortgage was sold to this company almost a year ago. Since then I have been told that I do not have hazard insurance or that I am to pay my hazard insurance directly (even though you can see it accounted for in my escrow). I started recieving calls last week to refinance my mortgage. I explained that I refinanced last year and do not wish to do it again. The calls continued and I finally said I would listen. The representative explained to me that I would be able to go down a whole percentage point but I would need to pay them $2,000 or I could go down half a percent. I told him that this does not sound right to me when I just did this process last year and I did not wish to do it again plus the way it was explained made it sound like I was paying for a percentage not receiving it based on my credit. While I was on the phone with the man he told me what my monthly mortgage payment was which was higher than it has been. I went into my account and they had raised by mortgage payment based on, from what I can tell, taxes being raised. While I was looking at the statements I see they sent me a letter which I was hoping would explain why they increased my monthly payment but instead found the letter to explain they had sent me a check for a surplus in my escrow account which was dated a month ago. I never received the check. I called the company I did my original refinance with to see if I just was not understanding but they also said the whole thing was an actual issue and stated they would stay on the phone with me while I called to make sure I was asking the correct questions and getting the issues resolved. I called and the representative I spoke with could not answer any of my questions and said she would put in a work order but that she could not provide a reference number. Also while getting off the phone with her she told me again that I have to pay my hazard insurance out of pocket (again it is on my escrow statement to be paid by them). I have not heard anything from the company; not even an email saying an order was placed on my account. I called again today and was told that the work order was just placed yesterday (a week after my call). He also was unable to help me and did not have the same information in his system as was showing on my statements. I can never get a clear answer out of this company about my account and no one seems to be able to answer any questions when you call because another department handles the work orders but they cannot give your call to those people. At this point I feel the need to refinance just to get away from this company.

I have been trying to sign up for online account access since the inception of my loan with this company. I received my paperwork around 18 June after refinancing at the end of April. I immediately attempted to sign up utilizing my loan number and social security number. The website displayed an error that stated, "There already exists an account for these credentials. Please try the 'Forgot Username' link or contact Help Chat." I contacted their customer service to let them know that I have never had a loan with them and that this has to be a mistake. I was told that an email had to be sent to the appropriate team to deactivate the account so that I could register. The turn around time provided was 24-48 hours. A week went by and I still received the same error so I called back again. This time I would explain the issue and was disconnected aka hung up on three to four times before I got on the phone with a representative willing to help me. Again, she told me that she sent the email and that it would be another 24-48 hour return call. Still nothing even when waiting their prescribed turn around time. I call back last week again, get hung up on again by another representative. I finally get someone that is understanding of my frustration. She goes through the system and sees the notes for the previous calls and said that it is time to escalate my concern to a manager and that I would hear back from the manager by the end of the next business day. Well, that call never happened! The most concerning thing about this entire fiasco is that the last representative asked if I knew a L *** (she pronounced it C), to which I told her no and that there is nobody in our family with that name. She told me that is the person that is registered under the loan number provided to me, which is also attached to my social security number. I find it very concerning that a mortgage company can be contacted multiple times about this issue and not have any remedy for the situation. I am concerned to provide any further personal information to my own mortgage company because I'm concerned it may become compromised with this L *** who might have access to my loan information. I cannot keep calling this company with zero results and have our personal information at risk of being compromised due to their complete and utter incompetence. This is why I felt the need to file a complaint with an outside entity to ensure we are being treated fairly as a consumer, especially regarding the safeguarding of our personal information! Any help in this matter would be greatly appreciated!

I refinanced my loan on 11/20 with another company and the loan funded on 11/25 by wire. I was told by my broker when I refinanced that I would not owe the 12/1 payment, but to check and make sure that the funds got applied as it was close to a holiday. I was informed at closing that if they had not been applied yet, to go ahead and make my normal payment on 12/1 and that I would get all of it back once my funds were applied, in addition to any escrow balance I had as some companies were taking a while to process loan payoffs. On my December billing statement printed on 10/28, I had an escrow balance of 998.42. I checked the account on 12/1 and saw that my funds had still not been applied, so I went ahead and submitted my payment of 1477.40 through the website so that I did not get any late fees or credit reporting, although I was not supposed to have to pay it. I kept checking the AmeriHome site and finally on 12/8, I sent the company a secure email through my account portal stating that my loan had been paid on full on 11/25 and asking why it had still not been paid off. I immediately received a message that day that my loan had been paid in full. Per the letter the sent out on 11/10, my payoff was 203,779.72 which included interest through 11/30 and another MIP premium of 140.45. That figure was valid through 11/30. I refinanced my loan on 11/20 with a funding date of 11/25. Then after they paid off my loan on 12/8, I only got a letter in the mail a week later that said I would get my refund within 10 days. I did not get any communication or refund from the company until 1/11, which was a check. That check was only for 1967.15 which was 508.67 less than what I was owed back. I called AmeriHome on 1/13 and spoke with Jasmine and she took a detailed message to send and I was told I would hear back within a week, which I never did. I called again on 1/21 and spoke with (Sp?) Youniqua who just put me on hold for nearly an hour until someone else, Darnell picked up. She couldn't figure anything out and told me I had to send a secure email through my portal to get any resolution. I emailed on 1/21 and never got any notification of response. I checked back on the portal on 1/27 and saw that there was a response which still could not offer any resolution. Every rep that I have had correspondence with has given me a different excuse, but no one seems to know or care and no one has bothered to follow up. I was told I would not be responsible for the 12/1 payment, and that I should get all of that back, in addition to the escrow balance, so 1477.40+998.42=2475.82. 2475.85-1967.15=508.67 still owed. I should not be penalized over $500 because it took their company nearly 2 weeks to process my payoff and apply the funds. I expect my full refund as I always paid my payments in full and on time and that money is rightfully mine.

We "had" a loan with AmeriHome . They used a 3rd party service named CoreLogic to pay our property taxes, that were escrowed monthly out of our mortgage payment in each month for 2019. We were selling the house where we had the loan through AmeriHome in April , and came to find out that our property taxes were never paid on our PIN/Parcel # for 2019 and that we needed to owe for all of 2019 taxes, to the county plus the penalty fees if we were going to close on our home. We contacted Horry County tax office, and they indeed verified that we had a full year's balance for our property taxes plus the associated late fees in total of $4,777 and that they had never received any payment. So, we had to pay for these property taxes, plus the late fees out of our pocket (out of our closing costs) - so we could indeed complete the sale of this home and have the loan paid off in full with AmeriHome. We have called AmeriHome no less than 50 times since early April to try resolve this matter and have spoken to numerous customer service reps, team leads, supervisors (N***, F, etc) and we have a slew of logged information/notes in our account with them regarding this issue with details. We have emailed through their secure portal (as advised) the documents showing our property tax bill amount due, with late fees, along with our closing statement showing the exact amounts matching up to what we had to pay for our 2019 property taxes. Early on in April, we had found out through the county tax office that CoreLogic w/ AmeriHome actually was paying on the wrong PIN # - to our next door neighbor's taxes. We have been promised many times via the secure portal message/email AND after each phone call that a supervisor or someone will be in touch via a phone call. NOT ONE time have we received a call from anyone at AmeriHome throughout this refund request process. The last call I had with AmeriHome with still no resolution was on 6/10 in which I spent over 2 hours on the line with a customer care rep, and her team lead trying to get someone to assist with the issue. Our account shows an open refund request that is still "ACTIVE" from 4/29 with CoreLogic in a "tax analysis" - with no resolution. And no one has any answers, nor calls us back to help with this. I was told that CoreLogic is having to fight this out with the tax office and the "wrong" homeowner that they paid taxes on, to get their $ back. However, I don't understand why we are responsible for their errors. We have now paid our property taxes for 2019 twice, and are owed a refund. Our loan for the home was paid off on April 14 - and we are still waiting. This issue should be escalated and someone from AmeriHome should be in contact with us to discuss what the resolution is - The fact that we have spent over 80 hours trying to track this down without ONE person from AmeriHome calling us back to help is unfair - The fact that they owe us money and have not resolved this matter within this timeframe should be illegal. After speaking with the county tax office today, they advised we get in touch with legal counsel to resolve since we are not at fault in any way.

I have paid a mortgage payment on November 27th. My Loan Number is ***9. They already received it, but they have not credited my account for mortgage payment despite multiple requests. My Bank has already confirmed that they have received the payment and cleared it. I have been waiting for two months to credit my account. The amount was $2543.29. Here are communication with Bank of America: Pay To: Amerihome Mortgage Company, Llc Scheduled Payment Date: November 27 Amount: $2543.29 Thank you for your recent inquiry regarding your payment to Amerihome Mortgage Company, Llc made through Online Banking Bill Pay. We appreciate the opportunity to service your banking needs. We are in the process of researching the issue. We will be in contact with you within five to seven days with an update or resolution. You are entitled to receive a copy of any document that we relied upon during our investigation and/or processing of your request. To request documents, you can e-mail us anytime and we will send the appropriate documents by U.S. mail. Thank you for choosing Bank of America. ---------- GENERAL E-MAIL DATE:12/08 TIME:17:56:48 MSG. NBR:9***5*** FROM: 35*** PARANG, KEYKAVOUS TO: Customer Service I have not heard about this issue. Today is December 8th and I still do not see the credit in my account in Amerihome Mortgage Company. They were supposed to finalize this by December 4th. Please follow up with them. Thank you. ---------------------------------------- Dear K ***, Case ID: 95***47 Pay To: Amerihome Mortgage Company, Llc Scheduled Payment Date: November 27 Amount: $2543.29 Thank you for your recent inquiry regarding your payment to Amerihome Mortgage Company, Llc. We appreciate the opportunity to service your banking needs. Amerihome Mortgage Company, Llc advised to allow 4 business days to research and properly post the payment to your account. Please allow more time for the payment to post. If the payment is not posted by December 04, please let us know and we will research the payment further. You are entitled to receive a copy of any document that we relied upon during our investigation and/or processing of your request. To request documents, you can e-mail us anytime and we will send the appropriate documents by U.S. mail. Thank you for choosing Bank of America. I have not heard about this issue. Today is December 8th and I still do not see the credit in my account in Amerihome Mortgage Company. They were supposed to finalize this by December 4th. Please follow up with them. Thank you. ---------------------------------------- Dear K ***, Case ID: 95***47 Pay To: Amerihome Mortgage Company, Llc Scheduled Payment Date: November 27 Amount: $2543.29 Thank you for your recent inquiry regarding your payment to Amerihome Mortgage Company, Llc. We appreciate the opportunity to service your banking needs. Amerihome Mortgage Company, Llc advised to allow 4 business days to research and properly post the payment to your account. Please allow more t...This message history has been shortened due to limitations in the amount of text that can be displayed.Loan Number: ***9

Back in April- my county made an error about my property tax and stated it was delinquent and it was reported, the VERY next day the county fixed it since it was an error. Amerihome delinquency department had sent me something stating this and I had informed that I was going to be set up for escrow. I talked to the company April 15th and they stated that I needed to show proof that I was, indeed, paying and not behind to the department. I had done so. They emailed me back April 25th stating that my information wasn't enough (not the proof but they wanted more than my loan number, name, and phone number- but never stated the FIRST time what they wanted in the email) so I sent them ANOTHER email immediately after on April 25th with all the info they asked for as well as the proof of me paying my property taxes. Fast forward to May when I call about a payment issue everything was taken care of and I asked about the tax thing since I still didn't see it was taken off. They said that it was there and not to worry. Fast forward to early June when I got a letter in the mail from Amerihome Delinquent department and they stated they had *neverheard from me so they were going to go through with setting me up with an escrow. I immediately call the company numerous times and they said to email customer service with proof that I am currently paying my property taxes. I had- at least six times with more and more evidence that I am paying my taxes. July 1st comes around I'm still in a panic about the escrow because they are still showing no resolution in sight. I finally get an agent who looked over ALL my notes and told me that on August 28th my account would go *back to normalsince I had submitted everything and they saw my proof, they saw all the information. Fast forward to September 1st and my account is negative 1000 because the company decided to go through with an escrow. So now I am calling them and they are seeing that I did EVERYTHING I needed to do and so they send me to a supervisor and you want to know what I was told? "There was no documentation that I had done anything" and that in order to get out of escrow I had to pay up the 6600 dollars- which shouldn't have even happened because I shouldn't even be in escrow. I asked repeatedly what could I do and they just said to send my information to the email- the same email I submitted the proof 6 times they claim they never saw. Also said their call center was lying since they didn't see anything no one who had seen my notes *actuallysaw anything. I have tried...for months- repeatedly to resolve this issue peacefully. I have called and emailed and called and email over and over and over only to be told that it's not enough. I am at a loss of what to do and I have been on the run around with them. I have receipts of all my emails to the company at the emails *theytold me to use- it's not enough. They need better communication. They need better training. They need to have their teams evaluated because one department failed on their part now I'm the one suffering and they are NOT*** sorry this happened. Not in the least bit. I didn't get a single apology from the supervisor- I didn't get any form of help except what the call center could have told me. So what was the point?

I refinanced my mortgage in June, at which time AmeriHome Mortgage became my mortgage company. In October , I accidentally made two mortgage payments (posted by AmeriHome on 10/1 and 10/8) for $3,288.22 each. As soon as I noticed the double payment, I called the company to ask that one be reversed. They said it would be reversed -- I thought that meant they'd be able to credit my bank account quickly since that's where the auto payment came from (and that's what's happened in the past when I made two credit card payments). Several phone calls and hours on hold later, I learned that it would be a paper check mailed to me. Had I known, I would have left the extra payment because we were in the process of selling our house within weeks. My loan history with AmeriHome shows they reversed the second mortgage payment on 10/13. They apparently sent out a check which I never received. I called multiple times and waited hours on hold to find out when I would receive the check. At the end of October, they did a stop payment for it and supposedly reissued another check in November. I never received that check, so they supposedly did another stop payment on it and reissued another in December. I have not received a check yet and it's over three months since the double payment. Note: I did eventually receive the first check (supposedly mailed mid-October) in mid-November, but it had a stop payment on it so I couldn't deposit it. But why would it take over a month for a paper check to be mailed?*** We closed on the sale of our home. AmeriHome received funds from the closing on 10/21. The title company received a payoff amount in September before I made the October payment so they overpaid. AmeriHome processed/reconciled the payoff and put the overage into escrow (along with the amount that was currently in escrow) and I received a check for that ($4,832.06) in late November. Note: The second October mortgage payment had already been reversed before the payoff on the house was received.*** I just called on 1/8 to ask about receipt of the supposed THIRD mortgage payment refund check and was told this time that someone at the company said I actually owed that second mortgage payment and I wouldn't be getting a check in the mail, nor was a check re-issued in December although I was not informed of any of that and was patiently waiting for the check to arrive. This makes no sense whatsoever. As mentioned above, the second payment had been reversed BEFORE the payoff was received. At this point the company claims my issue has been escalated but I have to wait for someone named to call me back in the next 24 hours. I have zero confidence I'll get a call back. I've probably spoken to at least 10-15 customer service representatives and supervisors about this. But it's a completely different department who runs the numbers than answers the phones with customers. The bottom line is that they owe me $3,288.22 and have held my money for over three months without paying me any interest, I would note. I'm attaching a screenshot of my loan history. In reading through many of the other Complaintsboard.com complaints, I see my issue is nothing new for this inept company: the customer service representatives obviously do not get consistent training -- you get a different answer with every single one of them. The departments who actually work on the accounts cannot be contacted so the left hand doesn't know what the right hand is doing. This is unacceptable for a business of this size who is holding customer's money hostage, especially during pandemic when we can all use the dollars that are legitimately ours. I also question the competency of this company for not being able to handle something as simple as an extra mortgage payment. Why am I still waiting 3+ months later? I need help from the Complaintsboard.com to get this resolved because calling Customer Service 15+ times hasn't worked and I cannot keep spending hours and hours on the phone for months on end. Property address:

I am going to attach a chat exchange I had with Ms. P ***. This is yet another reason why we are leaving Amerihome. I recently had to escalate other customer service issues and well as an insurance lapse that we were never notified of to a T *** (who was amazing). But here is yet another example of the condescending approach Amerihome employees treat their customers with. I hope you go out of business. I wouldn't refer my worst enemy to your company for a mortgage or refinance: Question: Payoff P ***: Hi, my name is P ***. One moment please while I review your question. Please be advised that a transcript of this communication may be recorded for quality purposes. Information obtained from this communication may be used to collect a debt. If you or your account are subject to pending bankruptcy or any obligation referenced in this conversation has been discharged in bankruptcy, this conversation is for informational purposes only and is not an attempt to collect a debt. Bankruptcy payments from the Trustee should be mailed to us at the address on the front your statement. M ***: We refinanced with another company and the loan was to fund today. P ***: Hello. M ***: Can you see that on your end? Or how long will the payoff take to reflect? P ***: Hello. P ***: One more moment please while I research your question. P ***: The payoff has not been received yet. P ***: If it was sent after 2:00 eastern time, it will post on Monday. M ***: Okay perfect. M ***: And how/when will we receive any overpayment? P ***: A check will be mailed for the escrow balance 20 business days from the payoff date. P ***: Is there anything else I can assist you with today? M ***: Just to clarify, what do you mean by escrow balance? M ***: you mean whatever the overpayment was? P ***: Any overpayment will be moved to escrow. M ***: What does that mean? M ***: I was told we would receive a check for that M ***: The new company had a full escrow payment up front included in the payoff amt, but Amerihome already paid the taxes at the beginning of this month. M ***: So, I was advised Amerihome would be returning that to us. P ***: Yes, a check will be mailed out after the loan is paid off for the remaining escrow and any overage from the payoff. P ***: The tax office usually refunds the 2nd payment. M ***: So, overpayment is moved to escrow and then within 20 business days, Amerihome will send us a check for that amount? P ***: Correct. e-Docs M ***: Okay, so Amerihome will refund me? Or the tax office? M ***: The tax office isn't getting a second payment. All of that is beign sent to Amerihome as part of the payoff M ***: If you don't know the answer, thats okay. But I dont want misinformation P ***: We paid your taxes on September 1st. M ***: Yes. That is what I'm saying. P ***: We will not be refunding for the tax payment. P ***: Is there anything else I can assist you with today? M ***: THE PAYOFF AMT WILL INCLUDE THE FULL TAX PAYMENT AS WELL M ***: DO YOU UNDERSTAND THAT M ***: DOES THAT MEAN THAT YOU WILL DIRECTLY REFUND ME THE OVERPAYMENT P ***: Again, any overage we receive will be refunde d to you. P ***: Yes. M ***: Its a very simple question, P ***: Which I had answered. M ***: Okay. You confused me with this: P ***: Is there anything else I can assist you with today? M ***: P ***: Any overpayment will be moved to escrow. P ***: Yes, that is correct. I had answered several times. M ***: Pattianne, is there a way to leave feedback for this exchange? P ***: There is no survey for chat. M ***: Well, I'll call and share the experience. P ***: You have a wonderful day. M ***: This is a confusing process. It might be easy for you, but not for everyone else. M ***: There is no reason to treat people like this. P ***: I apologize but I had answered all of your questions. M ***: Do you have a direct supervisor? M ***: Or an employee number? M ***: I feel its important to share this experience with Amerihome. Because the terrible service is one of the many reasons we left and would never recommend them. P ***: I apologize you feel that way. You have disconnected.

Amerihome customer service is an absolute disgrace. On 11/17 I requested (at a $50 charge) a payoff statement which was provided I then went to my bank Point Breeze Credit Union and obtained a certified official payoff check in the amount of approx $42,800+. This check was sent FedEx next day air to : Payoff Department, *** Boulevard, Ewing, NJ 08618, (this address was provided in the payoff statement) and was received the following day and signed for by B. Klomoldi on 12/01 @ 10:00 am. Tracking # 39***69. This check was never applied to my account. I called Amerihome and was passed around to their customer service department. I was told and investigation was being performed and would be called back in 48 hrs. I never received a phone call. I called back 6 times at this point with no resolution, just promises of a call back from the Payoff Department which I never received and was told by numerous representatives that there was no direct number for me to call. I have contacted Point Breeze Credit Union who verified that the check has not yet been cashed. On 12/17 I received a delinquency notice with an attached late fee of $35.81 for December payment. I have continuously tried calling Amerihome and continuously get passed around and even hung up on in the process of waiting. My Interest accrues at $4.81 per day according to my payoff statement. To this day I have NEVER received a call back or email from Amerihome despite taking my number and numerous promises of a call back. On 12/9 I submitted an online statement on the "Support Team". They responded back the next day on 12/11: "For assistance please call our customer service line at " This is the number that I have been originally calling and getting nothing resolved. The message center then labeled my question as "Solved" Nothing was solved at all. The check was still not processed or returned. Nobody had any information for me. Again, after calling that number numerous times, on 12/17 I submitted another statement/question to their "Support Team". On 12/18 I sent another message asking them to please respond to my question from the day before. This was/is beyond frustrating. On 12/20, I finally received an unacceptable response telling me to "send them copies of the cancelled check". ? I NEVER CANCELLED THE CHECK! I HAVE CONFORMATION THAT THEY RECEIVED THE CHECK ON 12/1 SIGNED FOR BY B. KLOMOLDI @ 10:00 am. Amerihome, your customer service is a disgrace, I have never been spun is circles like this. This is a $42,000+ check. This is a lot of money. Your customer service team does not serve the customer at all. They just continuously apologize yet do nothing to help.(if you can even get someone on the phone) They are clearly scripted work from home employees who don't care about their customers. On 12/29, I went to Point Breeze Credit Union who issued the check (and is very familiar and disgusted with this situation)and spoke with management. They (A***) called Amerihome with my permission and spoke to a representative named Mimi, who bank management stated was 'very rude' to her on the phone. After spending and hour on the phone being passed around to different representatives, Point Breeze management was told they would receive a call back the following day. I spoke with them yesterday and no call was received. This loan should be paid off. Amerihome has had the check in their possession for 30 days now, made no attempt to cash, updated the site, or reach out to me if there was a concern with the check. My bank, Point Breeze Credit Union made an attempt to reach out to verify that this check is official and good to be cashed. Was again promised a call back, and never received one. The same which has happened to me endless times over the last 30 days. Since then, I have accumulated 30 days of interest at $4.81/day in addition to a delinquency notice late fee of $35.81, and having my credit affected after December 31. This loan was paid for as of 12/01, Amerihome has the check. It was signed for on that date at 10am by B Klomoldi AMERIHOME, YOU HAVE MY PAYOFF CHECK, CASH THE CHECK, CLOSE MY LOAN, SEND ME A CONFORMATION #, IF THERE ARE QUESTIONS ABOUT THE CHECK, CALL POINT BREEZE CREDIT UNION AND DISCUSS. IF MY CREDIT SCORE IT TARISHED BECAUSE OF AMERIHOME'S INCOMPETENT CUSTOMER SERVICE, I WILL HAVE NO CHOICE OTHER THAN OBTAIN A LEGAL SERVICES, I HAVE EXHAUSTED ALL MY RESOURCES AT THIS POINT. I work as a nurse, this covid experience has taught me all about taking care of people and their needs in probably one of the most difficult times they will see in their life. In 2020 I have put in almost 600 hrs of overtime taking care of patients in ER/ICU setting. I don't have time to be dealing with this nonsense and incompetency. Cash this check and close my loan so I can focus on my job and stop spending time on this type of nonsense. Amerihome has frustrated me and my bank beyond belief. $42,800+ check is a large check! You don't ignore a customer. Ironic how you were quick and timely to send that delinquency notice, yet a promised call back is impossible. An no, an apology does not solve a problem like this. CASH THE CHECK AND CLOSE THE LOAN!