Consumer complaint received 2020-10-14
Company: AMERISAVE MORTGAGE CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I started my loan application with AmeriSave and emphasized to them that having proper communication and being able to close on my home on time XXXX was very important to me when working with a lender. I was promised that there would be active communication and I was guaranteed over and over again that I would close on time. This was a complete lie.

AmeriSave did not delivered what they promised, my loan officer refused to speak to my agent from the get go and I had very little transparency on how my loan was progressing. They constantly requested information that was already provided by them and I was always reminding them that I had already submitted the forms. They were super unresponsive when I asked about an urgent issue and had to contact them constantly to get a response. 

I needed my CDs to be delivered on Tuesday XX/XX/29 in order to comply with XXXX and close on XXXX. The loan processor reached out to me on this day, saying that the delay was due to the title company not delivering the Tax Certification and CPL, this was a lie, I had to get all parties involved to make sure we were on the same page and the Settlement Processor provided email proof that these documents were delivered several days before, so I did not comprehend why they had to lie about this and delay my closing date when this was a failure on their end. I was then told by the loan processor that my file was " expedited '' and that I would have the CDs by midnight on Tuesday to close on time, those CDs never came and I never received an update on this day after asking several times. When I finally received my CDs ( 24 hrs. later ) I was told that my loan would be funded on XXXX and I could close on XXXX. My loan was NOT funded on XXXX so I had to escalate this to the Sales Mortgage Manager and The Loan Processor Manager, I was told again that they would expedite my file and they said they would work on it over the weekend so that I have the final instructions and loan package to close on time. Fast forward to Sunday and no one provided with an update on this after asking several times and having my real estate agent jump in. 

The following Monday I was told last minute that my loan was in underwriting and that they needed me to complete a first time home buyer course which will take 4 hours to complete and to finalize the loan!! How is this possible when the loan officer knew from the get go that I was a first time home buyer.

I had 0 clarity on where my loan was going to be finalized or when I was expect to close and had to change the settlement appointment XXXX different times ( I had to call off work for all 3 missed appointments ), they refused to be transparent with me or give my agent or me an update in order to plan accordingly for delays. Additionally, I was accused by my loan officer of trying to blackmail him when I mentioned leaving a negative review.

This is completely unprofessional behavior of AmeriSave and an it has been an awful experience for my first time buying a home. This caused me a lot of hardship, stress, lost time at work during a busy season and lost money due to shifting my move preparations. Their customer service was extremely unsatisfactory and they did not provide a resolution to my problems. Additionally, no one bothered to reach out to me to follow up once the process was completed to see if I had any questions or even to apologize for their incompetence.

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