Consumer complaint received 2023-02-27
Company: AMERISAVE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am sending this in regards to my complaint with AmeriSave Mortgage, Loan # XXXX. 
In XXXX of XXXX I filed for forbearance due to the fall of the market, which was caused due in part to COVID, causing me to lose my job in XXXX. It was explained to me that I would have one of three options when resuming my payments, which was to either pay the entire amount back at once, spread the payments missed over the loan or put the unpaid portion at the backend of the loan. 
Through obtaining loans and help from fellow partners, I was able to open my own company in XXXX and after getting back on my feet, I resumed making payments on my mortgage beginning in XXXX of XXXX. Upon speaking with a representative with AmeriSave and weighing my options, I thought that the best option for me would be to spread the payments out, and I was told that they would send me a loan agreement to review that would lay out the terms of repayment and if I was not comfortable with that, then I could call back and request for the payments to be placed at the backend of my loan. After receiving the paperwork, I realized that the monthly estimated payment amount did not include the past escrow and I was not comfortable with that amount at the time. I then called AmeriSave and spoke with a representative on XX/XX/XXXX by the name of XXXX, who told me that he would go ahead and request for another loan agreement to be sent out with the payments placed at the back of the loan. Each and every month, when I called in to make my monthly payments, I would notify them that I had not received the paperwork and re-request it. 
On XX/XX/XXXX I spoke with a representative by the name of XXXX who said that the payments that I was making were put in suspense and that she would once again request the paperwork to be sent to me for loan repayment. 
On XX/XX/XXXX, after still not receiving any paperwork, I spoke with a representative by the name of XXXX who said they escalated it to the back office and that they would get the paperwork out to me. Same thing happened on XX/XX/XXXX by representative XXXX, XX/XX/XXXX by representative XXXX with no results. 
In XXXX of XXXX, I received my XXXX mortgage interest statement that only reflected {$700.00} that had been paid in interest, when I had made a total of {$25000.00} in payments for the year of XXXX. Upon calling on XX/XX/XXXX, I spoke with a representative by the name of XXXX who informed me that the loan had been taken out of loss mitigation and that the payments had been taken out of suspense and had been applied to the loan, but I still had not received anything informing me of this, nor had I received the paperwork for repayment. She could not explain why I had not or as to why this is all that was applied to the interest for XXXX, but said that she would request for documents to be sent. 
I decided last week to check my credit as I had not in awhile because I do make my payments on time and had no reason to and discovered that AmeriSave had placed a XXXX delinquent on my credit back in XXXX of XXXX. Upon reaching out to them in regards to this, I spoke with a representative by the name of XXXX again, and I was told that yes, my account had been taken out of loss mitigations, but the payments paid in XXXX had not been applied and could not be until the full amount was repaid. I was then told that I would need to email their research proxy department to request this to be removed from my credit. 
To say that I am beyond frustrated and at my wits end is a gross understatement and do not know what my next steps are other than having to retain an attorney to try and get this all figured out. It was difficult enough going through the loss of my job and everything that came with that, but to now deal with the ongoing ridiculousness of trying to get this handled for the past year month after month and to now have this affecting my credit is absolutely absurd.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation