In June I received a letter from AHMS stating I had a escrow shortfall. I had the option of paying lump sum or monthly payments. I opted for monthly payments. The monthly payments would begin August.in August, I went on-line, as I have always done to pay my mortgage, on time, as I have always done.
The payment screen had changed, new updated screen.in bold black letters my monthly payment amount, including the additional amount for escrow shortfall, was avaliable to be selected for payment. Below that, in grey faded letters/number was the entire escrow shortfall amount. Before realizing that AHMS was attempting to collect the shortfall in a lump sum, plus monthly payment amounts, I had already submitted payment. You also had an 'edit' option you may select if payment amount was incorrect. This function did not work. I immediately contacted AHMS, but, telehpone message stated that "no one was available and I would have to call back the next business day'. The following day I contacted AHMS to explain this situation.
I spoke to Reggie, who was rude, uncaring and unknowledgable about anything. I ask to speak to a supervisor. I was transferred to Robin @ extension 71841, which by the way is non-existent. Robin was polite and very helpful. She acknowledged that AHMS system was flawed. She stated that I should have contacted them immediately. I explained I tried. She instructed me to go to my bank place stop payment on the incorrect payment. I attempted to make the payment, with Robin, on the phone. She indicated the system would not allow two payments to be made in one month. Robin instruction were to 'let the system run it's course'. Once AHMS notified me that they were in receipt of the stop-payment to then send in my payment. Robin led me to believe that I would not be charge late fees, bank fees, and my payment would not be recorded as late. WRONG ANSWER...
I did exactly as Robin instructed. Once I was notified by AHMS I sent them my payment, via certified mail. It has been a week and half that my certified letter has been sitting in their post office box. They have refused to sign for certified mail.
I have now received a demand letter stating my loan is in default. Upon receipt of this notification I contacted AHMS. My call was answered by Mirnal, located in India. I ask to be contacted to USA and he refused. After speaking with Mirnal for well over an hour, he agreed that AHMS system should have allowed me to edit my payment. He also agreed that my late fees and bank fees should be waivered. He also told me that if I was offended by the system generated demand letter to put it aside and forget about it.
I did not stop there. I was able to reach Carla, in Dallas office. I again spent another 45 minutes on the phone explaining the situation. Carla stated to me that my certified letter had not been received, which included my August payment. She asked me to fax her a copy of the letter and receipt where I had sent correspondence by certified mail. I faxed it to Carla while we were on the telephone. She told me that when she tracked the letter thru the USPS it stated the letter had never left the post office where I sent it from. Carla instructed me to go to the post office and verify that the letter had been sent. She also stated that once I did that to fax her a letter stating what the post office said and she would immediately call be back. I did exactly what Carla asked of me. I never received a telephone call back.
Three days later I contacted AHMS to follow up with Carla. Needless to say my call was answered by a person in India. I asked to be transferred to USA. This was done. The call was answered by Sweetie, located in Irvine, CA. I explained my story, once again. I don't know why the CSR say they type notes when no one seems to read them!!! Sweetie informed me she would need to transfer me to the Dallas office. When she transferred the call I received the message 'this is not a valid number'. I called AHMS back, got India, was transferred to Sweetie, once again. I told her that the extension was not valid. She transfer the call to Thomas, who stated he was an 'Executive' was their company. Thomas was rude, nasty, would not listen to anything I had to say, told me to pay my mortgage or else, was yelling at me. I hung up. I called back, was contacted to India, asked to be contacted to USA, was contacted to Crystal Lee, in CA. I again had to retell my story. She look on my file, stated that my August payment had been received and all is ok.
Well this is not true. AHMS still has not signed for my certified letter with my August payment included. I am still trying to get this AHMS nightmare cleared up.
From reading all the feedback about the Customer Service at AHMS they are doing everthing they possible can to cause people to loose their homes, make a bad 'Housing' situstion ever worse.
How can a company that had to file bankruptcy, treat people this way.
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