Consumer complaint received 2021-07-29
Company: AMERIS BANCORP
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We called XXXX, the holder of the Single Premium PMI policy on XXXX to inquire how to get a refund under the Homeowner 's Protection Act. They referred us back to the loan servicer, in this case, Ameris Bank. 

Ameris is where we are experiencing delay and misinformation. 


We called on XX/XX/XXXX to inquire on the process of Single Premium PMI refund. We were told that the agent found the cancelation certificate and to allow for 7 to 10 business days for the cancelation info to be received by mail. 


We called Monday XX/XX/XXXX, as nothing was received. We were told to await another 5 business days. 


We called back Friday XX/XX/XXXX for status and were told we did not pay for Single Premium PMI. We were escalated twice and heard the same story. Finally, the third supervisor understood the concept of Single Premium PMI and confirmed that she saw the information within the closing disclosure. She instructed us to email Ameris and to point out in the closing disclosure where it is notated that we paid upfront PMI. She ensured us this was an escalation and a Manager would call us on XX/XX/XXXX. We sent the email to Ameris on XX/XX/XXXX amd received their automated confirmation that it was received. 

We did not receive any communication on XX/XX/XXXX. 

We sent an email back to their customer service on XX/XX/XXXX and asked that we receive our call back. 

On XX/XX/XXXX, we called back and was transfered to a Supervisor. We had to yet explain and insist that we paid PMI upfront despite the Supervisor stating she read the notes on the account. After 15-20 mins, she finally understood that we have been requesting since XX/XX/XXXX, information/instructions on how to request premium cancelation in accordance with the Homeowner 's Protection Act. 

This supervisor then stated that our request was denied and they sent a letter on XX/XX/XXXX. That timeline did not sound correct to me as we did not send the email that they asked for until XXXX and their office closed at XXXX. 

We asked if the letter could be emailed to us for review and the supervisor declined. We asked if the letter was viewable through the online portal, it was not. 

The Supervisor then asked if we belive our home appreciated to which we responded that we do. She stated that they require and appraisal and asked for us to email them a list of improements. We asked if we can hire our own appraiser. They declined and stated they will order the appraisal and that we could pay for it now ( {$420.00} ). So we agreed and then were informed that there was {$11.00} charge to pay over the phone ( ridiculous ). We asked for a courtesy waiver of the fee given our experience and she declined. We went ahead and prepaid for an appraisal. 

It is completely unacceptable that we have been waiting since XX/XX/XXXX to receive instructions on how to go about canceling our borrower paid Single Premium PMI under the HPA for LTV. 

There has been nothing but delay and misinformation with Ameris Bank. Their staff does not understand the concept of Single Premium PMI nor have they given us accurate information. 

We have zero confidence with this issue being handled by Ameris Bank. We have told them on several occaisions that this issue is time sensitive and it has been road block after road block. We are afraid this delay by Ameris is going to cause us undue hardship.

Company response to consumer: Closed with explanation