Consumer complaint received 2022-01-22
Company: AMERISAVE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my loan in last year with the first payment due on XX/XX/XXXX. Closing documents reflect a total payment of XXXX ( XXXX & I {$1700.00}, MI {$55.00} & Escrow {$610.00} ), and the escrow pre-paids were to be {$3200.00}. I only funded {$1800.00} as there was a credit listed for {$1300.00}. Due to several issues during the processing of the loan, I was provided credits at closing to offset the service experience gaps. As no other credits were listed on the CD, I associated this line item to what was due to me. See XXXX XXXX XXXX ). 

My first statement listed payment of {$1900.00} ( P & I {$1700.00}, MI {$55.00} & Escrow {$200.00} ) and the initial escrow balance on the statement was {$440.00}. I didn't pay much attention to the first statement and paid the amount as listed. However, when I received my XXXX statement, I called Amerisave. I didn't get the answers I needed, so I conducted my own research and sent a detailed email to Amerisave on XX/XX/XXXX via their online portal ( see XXXX eMail to Amerisave ). I received an acknowledgement letter dated XX/XX/XXXX ( see XXXX Amerisave Response ). At this time, I proactively sent additional money to bridge the escrow gap and continue to do so now. 

In XXXX, I received a letter thanking me for my interest in establishing an escrow account and asked I send {$2800.00} and they included an escrow projection. This projection had inaccurate information, so I reached out again via phone and spoke to XXXX on XX/XX/XXXX. The projection listed a starting balance as of {$1500.00} which didn't align to any amount listed on their online portal and XXXX was also unable to reconcile the numbers ( see XXXX Amerisave Response ). 

I was then transferred to XXXX on the supervisory line to the hopes to get the problem resolved as I believe this is the result of not having controls in place to ensure new loans are on-boarded appropriately with the mortgage servicing company. No one caught the payment or escrow inaccuracies. As a result of this escalation, I learned that XXXX XXXX or Amerisave the originator had {$1400.00} that was not added to my escrow. It was credited to my account on XX/XX/XXXX. I followed up with an email on XX/XX/XXXX ( see XX/XX/XXXX XXXX XXXX to Amerisave and XXXX XXXX to Amerisave cont. ) as the account was still not rectified. 

I received a letter dated XX/XX/XXXX on XX/XX/XXXX again thanking me for my interest in establishing an escrow account even though this was established at closing. It advised I needed to send {$890.00} prior to my XX/XX/XXXX payment to avoid overdrawing my escrow. And, it also set the expectation of my new payment of {$2400.00} which is the correct amount originally stated in the CD. This letter also included a new escrow projection which has a starting balance of {$3400.00} ( see XXXX Amerisave Response ). When I accessed the online portal to check my balance, it listed my escrow balance as {$3300.00} ( see XXXX Amerisave Escrow Balance Snapshot ). 

The monthly statements have never been corrected, but I continue to manually increase my escrow amount to ensure I am meeting my obligation. I know that an annual escrow assessment is normally conducted at the beginning of the year, so I stopped contacting the servicer. 

Today, I received an email from the XXXX XXXX XXXX XXXX advising my taxes are due. I was hopeful it was a timing issue, so I accessed the payment portal system found my escrow account has a balance of {$7700.00}. I immediately called this evening @ XXXX. XXXX ( not sure I am spelling it accurately- it sounded like two-zee-kah when she answered ). I told her why I was calling and asked for assistance. She immediately placed me on hold to conduct the research. I waited on hold XXXX min without the rep coming back on the line - total phone time was XXXX min. Then the call disconnected at XXXX. I immediately called back and the contact center was closed. I don't know if their phone system disconnects all calls at XXXX. I am hopeful the rep that answered my call was trying to conduct research and didn't just place me on hold thinking I would just hang up as I didn't.

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