Consumer complaint received 2022-02-23
Company: AMERISAVE MORTGAGE CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Good day, my name is XXXX XXXX and I have been waiting to receive my XXXX account refund from Amerisave since the loan was paid off on XX/XX/XXXX. I have been told multiple times by Amerisave personnel that the check was mailed and I should continue to wait, only to be told in later phone calls that the check was not sent due to delays. After escalating it to a supervisor I was told they would expedite the check process and even send it ups next day air due to the delay and email me tracking info.After XXXX more weeks without any contact I called again only to be told there was no such record of my check being expedited and I should expect another XXXX days for processing. I emailed my loan originator and he had someone named XXXX XXXX email me saying she could look into it and assist. On XX/XX/XXXX she emailed me saying the check was being sent that day and I should expect it in the next day or XXXX. She provided a check number and amount. XXXX more weeks go by and I email her to check the status and she tells me to call the call center. I told her I was considering filing a complaint and she said she would try and get me an answer and then stopped responding to any emails. I called the call center again yesterday and was told the check still has not been sent and so one will get back to me. Its been a very long time waiting patiently for money that belongs to me and I feel like this company has been extremely dishonest with what Ive been told. If theyre doing it to me they are doing it to others. My loan number with Amerisave was XXXX The property address was XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX The only thing I have received in the mail from XXXX is the tax form XXXX where they show an escrow refund on XX/XX/XXXX for {$4400.00} however by their own staff admission, the check has still not been mailed. Please help me get my money and find out why this company is misbehaving. Thank you, XXXX XXXX. 
Please advise this is an ongoing complaint, my prior complaint was closed based on the response from Amerisave because they provided a check number and tracking info showing a check had been delivered. This is just another example of the games they play. I contacted XXXX and was told the delivery address was once again the old property address rather than my mailed address. I am extremely frustrated and all of the delays they claim to have which has resulted in them keeping my money over these past months has caused financial stress in my home. I would like this matter resolved asap please. Some addl info : My prior complaint was XXXX The tracking info they provided in their response to the complaint was XXXX via ups. I started a claim with XXXX and spoke to them on the phone and they verified it was mailed to XXXX XXXX XXXX XXXX XXXX XXXXXXXX which is the old property address. This is what they keep doing to me. 
The correct address is XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. 
Please help me resolve this issue for my family. This company has owed me over {$4000.00} since XX/XX/XXXX.

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