Consumer complaint received 2021-03-12
Company: AMERISAVE MORTGAGE CORPORATION
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was looking to refinance my home loan with the rates being so low. I can afford what I have right now no problem, this was not a money issue. This was due to me wanting to refinance with the very low rates we have right now. I am reporting this based on principle and concerns for others being taken advantage of, like I was. Especially the elderly or even disabled that may own a home or want to refinance with the low rates that we have right now. 
I started mid XXXX speaking with a loan officer about refinancing rates. He said at that time it was 1.75. He said in order to guarantee the rate and loan I had to pay {$500.00} that would be nonrefundable. I asked, so does this mean if Im not approved I wont get the money back? He said oh there wont be any problem with you getting approved at all an after asking a time or two he finally said it is nonrefundable. That being said, I proceeded with providing information they asked for so I could lock in the low rate of 1.75 %. The very next morning I got an email with the disclosure and it said 1.85 %. I immediately contacted the loan officer and he did answer that time and said he would change it. He never did. After about three or four days they started asking for the same exact information over and over after I had already submitted it. I tried to contact the loan officer I was working with XXXX XXXX which he almost never returned my calls. I tried to email my questions but they were more in-depth, and difficult to explain because Im self-employed and I wanted to talk with him on the phone about it not through email, however he would not return my calls. He never answered the phone once he got my {$500.00} charged and paid for with my card. So, here we are close to a month later still being asked the same exact questions providing the information at least 2 to 3 more times, and nothing else has been done. They have a real dishonest bait and switch business going on here, it feels like. I went on XXXX to see and read about other peoples comments. I could not find a single positive one. I shouldve looked it up before signing on with them. Nobody had received a loan, everybody was complaining about the money they lost and the terrible customer service. I finally found one person that had received a loan and at the end they ended up sneaking in her an additional {$6000.00} and some. They have deleted many negative comments I had read at first and blocked people from posting. I have posted numerous comments about my experience. I feel like this company really needs to be looked into. I would love to get my {$500.00} back but even more so I would love for them to be investigated because I do not believe they are a good company and they take advantage of people. Once they have their XXXX to process the loan you get the complete run around and dont get to talk to anyone again. I have gotten loans with my local banks and never had an issue. On Wednesday I asked them to please close out my request because it was getting ridiculous to have to provide the same information over and over which is only done through their website. At that point was one of the few if not second or third time I had ever even spoke to my loan officer and he was trying to keep me from doing that. He told me that he would make sure he marked it denied. There is a big difference between having a loan denied and the consumer choosing to stop continuing the process to refinance all due to their very poor service, bait and switch technique, complete dishonesty and lack of customer service. 
Thank you for your time sincerely, XXXX

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