• Report: #422097

Complaint Review: AHMSI, American Home Mortgage Servicing Inc, Option One

  • Submitted: Mon, February 09, 2009
  • Updated: Sat, June 06, 2009

  • Reported By:lakeside California
AHMSI, American Home Mortgage Servicing Inc, Option One
PO Box 631730 Irving, Texas U.S.A.

AHMSI, American Home Mortgage Servicing Inc, Option One Excessive Fees for Repayment, Unjustified Late Fees, and Horrible Customer Service Irving Texas

*Consumer Suggestion: A Little Help Hopefully...

*Consumer Suggestion: A Little Help Hopefully...

*Consumer Suggestion: A Little Help Hopefully...

*Consumer Comment: unethical policies

*Consumer Comment: me too its stressful

*REBUTTAL Individual responds: AHMSI unethical business practices

*Consumer Comment: Me too!

*Consumer Comment: Me too!

*Consumer Comment: Me too!

*Consumer Comment: Me too!

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After Option One was bought out by AHMSI last year, everything just went downhill:

Suddenly we were being forced to pay fees ranging from $3.95 to $16.95 for nothing than other than to simply make our monthly mortgage payments. The only methods that do not incur a fee are automatic withdrawal and snail mail. Fine. So we went from making our payments for free online to sending them by check snail mail. Fine. Except that a check dropped off at the post office on January 9th, somehow was not cashed by AHMSI until the 22nd. Fine. Until they sent the next invoice with a late fee of $92.96.

So we called the Customer Care Department only to navigate a maze of automated menus before speaking to a real live representative. Unfortunately, she barely spoke English and only kept repeating, "no late fee, no late fee." Suspicous, we checked our account online, only to find that no changes had been made, as promised. Another phone call met with another incompetent, heavily accented and unhelpful employee. Disgusted, my husband finally asked to speak to a manager. He was told there was no manager. Then he asked to speak to someone in the US. Apparently they have no employees in the US.

All we were given was a fax number to send in our complaints to. We have paid the late fee in order to prevent further charges and have sent this months payment with a proof of mailing. I will be researching attorneys in the San Diego area. Is what they are doing even legal?

Jenny
lakeside, California
U.S.A.

This report was posted on Ripoff Report on 02/09/2009 03:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/AHMSI-American-Home-Mortgage-Servicing-Inc-Option-One/Irving-Texas-75063-1730/AHMSI-American-Home-Mortgage-Servicing-Inc-Option-One-Excessive-Fees-for-Repayment-Unju-422097. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

A Little Help Hopefully...

AUTHOR: Dazedncnfused087 - (U.S.A.)

Well, I work for a company who does property preservation work for American Home Mortgage and the MANY default loans that they service and I am hoping I can help a little. I have read a lot of comments and complaints on this website, and in all honesty the complaints are not that hard to believe. This company is COMPLETELY overwhelmed with the amount of loans they are servicing, especially since they took on a recent portfolio from Option One Mortgage and Citi Residential, which amounted to over 150000 loans in total on top of what they were previously servicing, including nearly 18000 in default. AHMSI is actually a large client of ours and it is even hard for US to get them on the phone, and it usually takes a few days for email responses from any of their employees as well.

From my experience with them, most of the people that work there have a VAST amount of work to complete with little time to complete it and not very effective help from their seniors. The company doesn't have nearly enough workers, which is expected as they are specifically a mortgage servicing company, and no longer write loans (i.e. they only make money from servicing loans). It does seem as if they are SLOWLY adjusting to the addition of the new portfolio, but they have a ton of new employees and too many people who don't quite know what they are doing yet because of the amount of work they put on each person.

With all of that said, I know that there are actually some good people who are willing to help at AHMSI. My suggestion for all those who get the India call center would be to just continually ask to speak to someone in Irving, TX. I won't give away any names of Asset/Sales Managers or AVP's on here (just google them), but if you are persistent and continually ask to speak to someone in Irving I know they will eventually get directed there, just stick to it. If you ever happen to get any one from Irving's email address another suggestion is to just bombard them with emails for help, as the people at this company do not like to pick up their phones, and most employees even specifically put in their emails that they prefer everyone to email them rather than call. I would assume they prefer email because they can't provide most answers for clients or customers right away and email allows them time to figure things out with the amount of work they are faced with.

I know this doesn't help a whole lot, but if you are persistent I guarantee you can get somewhere with this bank, you just need to learn how to play their games too. Don't take no for an answer, and don't back down to someone, it's just a phone call anyway. I know that there are people at AHMSI who really do want to help their customers that are on the brink of default and would prefer to not see a lot of folks go into foreclosure. Coming from the business that I do, I can assure you that AHMSI loses a lot of money on some of the foreclosures that they proceed with, so helping their customers is often in their best interest. Just be as persistent as possible and you will get somewhere, but just remember sometimes the sad truth is that foreclosure may just be the easier, if not only way out, and that some people/salaries/etc won't qualify for loan mod's. This may seem strange, but AHMSI is just trying to not set you up for failure a few months down the line with a loan mod that looks good at first, but will put you in the same situation 6 months down the line. I am sorry for my brutal honesty with AHMSI, but I have dealt fairly closely with them and know how they work.

I just hope that the people who deserve help from this company get in touch with the right people while this company is going through it's major growing pains.
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#2 Consumer Suggestion

A Little Help Hopefully...

AUTHOR: Dazedncnfused087 - (U.S.A.)

Well, I work for a company who does property preservation work for American Home Mortgage and the MANY default loans that they service and I am hoping I can help a little. I have read a lot of comments and complaints on this website, and in all honesty the complaints are not that hard to believe. This company is COMPLETELY overwhelmed with the amount of loans they are servicing, especially since they took on a recent portfolio from Option One Mortgage and Citi Residential, which amounted to over 150000 loans in total on top of what they were previously servicing, including nearly 18000 in default. AHMSI is actually a large client of ours and it is even hard for US to get them on the phone, and it usually takes a few days for email responses from any of their employees as well.

From my experience with them, most of the people that work there have a VAST amount of work to complete with little time to complete it and not very effective help from their seniors. The company doesn't have nearly enough workers, which is expected as they are specifically a mortgage servicing company, and no longer write loans (i.e. they only make money from servicing loans). It does seem as if they are SLOWLY adjusting to the addition of the new portfolio, but they have a ton of new employees and too many people who don't quite know what they are doing yet because of the amount of work they put on each person.

With all of that said, I know that there are actually some good people who are willing to help at AHMSI. My suggestion for all those who get the India call center would be to just continually ask to speak to someone in Irving, TX. I won't give away any names of Asset/Sales Managers or AVP's on here (just google them), but if you are persistent and continually ask to speak to someone in Irving I know they will eventually get directed there, just stick to it. If you ever happen to get any one from Irving's email address another suggestion is to just bombard them with emails for help, as the people at this company do not like to pick up their phones, and most employees even specifically put in their emails that they prefer everyone to email them rather than call. I would assume they prefer email because they can't provide most answers for clients or customers right away and email allows them time to figure things out with the amount of work they are faced with.

I know this doesn't help a whole lot, but if you are persistent I guarantee you can get somewhere with this bank, you just need to learn how to play their games too. Don't take no for an answer, and don't back down to someone, it's just a phone call anyway. I know that there are people at AHMSI who really do want to help their customers that are on the brink of default and would prefer to not see a lot of folks go into foreclosure. Coming from the business that I do, I can assure you that AHMSI loses a lot of money on some of the foreclosures that they proceed with, so helping their customers is often in their best interest. Just be as persistent as possible and you will get somewhere, but just remember sometimes the sad truth is that foreclosure may just be the easier, if not only way out, and that some people/salaries/etc won't qualify for loan mod's. This may seem strange, but AHMSI is just trying to not set you up for failure a few months down the line with a loan mod that looks good at first, but will put you in the same situation 6 months down the line. I am sorry for my brutal honesty with AHMSI, but I have dealt fairly closely with them and know how they work.

I just hope that the people who deserve help from this company get in touch with the right people while this company is going through it's major growing pains.
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#3 Consumer Suggestion

A Little Help Hopefully...

AUTHOR: Dazedncnfused087 - (U.S.A.)

Well, I work for a company who does property preservation work for American Home Mortgage and the MANY default loans that they service and I am hoping I can help a little. I have read a lot of comments and complaints on this website, and in all honesty the complaints are not that hard to believe. This company is COMPLETELY overwhelmed with the amount of loans they are servicing, especially since they took on a recent portfolio from Option One Mortgage and Citi Residential, which amounted to over 150000 loans in total on top of what they were previously servicing, including nearly 18000 in default. AHMSI is actually a large client of ours and it is even hard for US to get them on the phone, and it usually takes a few days for email responses from any of their employees as well.

From my experience with them, most of the people that work there have a VAST amount of work to complete with little time to complete it and not very effective help from their seniors. The company doesn't have nearly enough workers, which is expected as they are specifically a mortgage servicing company, and no longer write loans (i.e. they only make money from servicing loans). It does seem as if they are SLOWLY adjusting to the addition of the new portfolio, but they have a ton of new employees and too many people who don't quite know what they are doing yet because of the amount of work they put on each person.

With all of that said, I know that there are actually some good people who are willing to help at AHMSI. My suggestion for all those who get the India call center would be to just continually ask to speak to someone in Irving, TX. I won't give away any names of Asset/Sales Managers or AVP's on here (just google them), but if you are persistent and continually ask to speak to someone in Irving I know they will eventually get directed there, just stick to it. If you ever happen to get any one from Irving's email address another suggestion is to just bombard them with emails for help, as the people at this company do not like to pick up their phones, and most employees even specifically put in their emails that they prefer everyone to email them rather than call. I would assume they prefer email because they can't provide most answers for clients or customers right away and email allows them time to figure things out with the amount of work they are faced with.

I know this doesn't help a whole lot, but if you are persistent I guarantee you can get somewhere with this bank, you just need to learn how to play their games too. Don't take no for an answer, and don't back down to someone, it's just a phone call anyway. I know that there are people at AHMSI who really do want to help their customers that are on the brink of default and would prefer to not see a lot of folks go into foreclosure. Coming from the business that I do, I can assure you that AHMSI loses a lot of money on some of the foreclosures that they proceed with, so helping their customers is often in their best interest. Just be as persistent as possible and you will get somewhere, but just remember sometimes the sad truth is that foreclosure may just be the easier, if not only way out, and that some people/salaries/etc won't qualify for loan mod's. This may seem strange, but AHMSI is just trying to not set you up for failure a few months down the line with a loan mod that looks good at first, but will put you in the same situation 6 months down the line. I am sorry for my brutal honesty with AHMSI, but I have dealt fairly closely with them and know how they work.

I just hope that the people who deserve help from this company get in touch with the right people while this company is going through it's major growing pains.
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#4 Consumer Comment

unethical policies

AUTHOR: Melissa - (U.S.A.)

I too am a victim of the AHMSI, how can we find out about legal action against them?
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#5 Consumer Comment

me too its stressful

AUTHOR: Grammie47 - (U.S.A.)

i've had this happen to me since they took over my loan from citi residental if you file suit let me know i'm still fighting everyday with this rude company and getting the run around
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#6 REBUTTAL Individual responds

AHMSI unethical business practices

AUTHOR: Peter - (U.S.A.)

AHMSI Fraudulant & unethical business practice. RICO laws violation Irving Texas



My complaint is exact the same as reported earlier by Jillian of Copeville, TX.

report # 354629.

Without any notice Citi Residential had advanced property tax & added frevlous late fees on my property's loan and sold the loan to this currupt organization AHMSI. Suddenly I was asked to pay additional $1800 per month a total of $5600 per month. Despite of many correspondances and phone calls over the period of three months, still matter is unressolved and being harrassed and threatned to foreclose the property. The staffs are the worst and call center is in foreign countries and they don't communicate well. The advance of property tax was not necessary at the time, because my property tax was current. This act is totally an act of barbarian and a game to foreclose my property. The property tax was advanced approx $7400 and I still don't understand how $1850 monthly was added to my loan amount. we don't need help in funding , rather we need government to catch these unethical businesses. I plan to file a formal complaint against Citi & AHMSI to the state & federal agencies.



Peter

Las Vegas, Nevada
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#7 Consumer Comment

Me too!

AUTHOR: Buster - (U.S.A.)

Let me know what you find out regarding legal recourse. I've had a herendous time with this company, particularly after they switched to being AHMSI. I've brought this site to my attorney's attention to look into this company further.

Thanks,
CC
Los Angeles, CA
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#8 Consumer Comment

Me too!

AUTHOR: Buster - (U.S.A.)

Let me know what you find out regarding legal recourse. I've had a herendous time with this company, particularly after they switched to being AHMSI. I've brought this site to my attorney's attention to look into this company further.

Thanks,
CC
Los Angeles, CA
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#9 Consumer Comment

Me too!

AUTHOR: Buster - (U.S.A.)

Let me know what you find out regarding legal recourse. I've had a herendous time with this company, particularly after they switched to being AHMSI. I've brought this site to my attorney's attention to look into this company further.

Thanks,
CC
Los Angeles, CA
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#10 Consumer Comment

Me too!

AUTHOR: Buster - (U.S.A.)

Let me know what you find out regarding legal recourse. I've had a herendous time with this company, particularly after they switched to being AHMSI. I've brought this site to my attorney's attention to look into this company further.

Thanks,
CC
Los Angeles, CA
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