Mortgage -- Trouble during payment process -- Complaint #10750053

Complaint Overview

Complaint ID: 10750053

Company: Amerihome Mortgage Company, LLC

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Trouble during payment process

Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

State: Texas

ZIP Code: 77043

Date Received: 2024-11-10T12:00:00-05:00

Date Sent to Company: 2024-11-10T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Subject : Complaint Regarding Amerihome Mortgage Company - Multiple Regulatory Violations Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Amerihome Mortgage Company regarding multiple violations of federal mortgage servicing regulations and the Real Estate Settlement Procedures Act ( RESPA ). I am currently working as a defense contractor stationed in XXXX, which significantly impacts my ability to utilize alternative payment methods. Primary Issues : Payment System Access and Late Fee Assessment During an active loss mitigation application process, Amerihome disabled my online payment portal access. Despite my agreement to make an XX/XX/XXXX payment, the servicer has provided no secure means to do so. My position as a defense contractor in XXXX makes alternative payment methods impractical or impossible. On XX/XX/XXXX, Amerihome incorrectly marked my account as past due despite their failure to provide payment access. Multiple attempts to resolve this with representative XXXX XXXX ( ID # XXXX ) on XX/XX/XXXX and other dates have been unsuccessful. She promised she would obtain a deferral for XXXX and get my online account access reinstated. Today I found out that my account was reported 30 days late to the relevant credit bureaus despite a promise of a deferral due to not having a means to pay. Unauthorized Address Changes and Communication Issues Amerihome unilaterally changed my mailing address without authorization Despite written requests to correct this error, they have refused to reinstate my correct mailing address This has resulted in my inability to receive important loan communications Potential Regulatory Violations : 12 CFR 1024.41 ( c ) ( 2 ) - Failure to properly evaluate a complete loss mitigation application 12 CFR 1024.38 ( b ) ( 1 ) - Failure to maintain proper policies and procedures to provide accurate information regarding loss mitigation options and facilitate payments 12 CFR 1024.36 - Failure to respond appropriately to requests for information 12 CFR 1024.40 ( b ) ( 1 ) - Failure to provide continuity of contact and access to personnel to assist with loss mitigation options D.C. Code 26-1114 - Potential violations of District of Columbia 's mortgage lender and broker requirements regarding fair dealing My location overseas as a defense contractor creates unique circumstances that Amerihome has failed to reasonably accommodate, particularly regarding payment methods. Under RESPA and Regulation X, servicers must maintain policies and procedures reasonably designed to facilitate payments and provide accurate information to borrowers, regardless of their location. Requested Resolution : Immediate restoration of online portal access Removal of any late fees or negative credit reporting related to the XX/XX/XXXX payment Correction of my mailing address in their system Written confirmation of these actions All communications with Amerihome have been documented and can be provided upon request. I've also included my LOA to verify my employment overseas.

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