Consumer complaint received 2021-04-13
Company: AMERISAVE MORTGAGE CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
So my husband and I decided to refinance our home due to the interest rate so low so in XXXX of XXXX I contacted amerisave and spoke with XXXX XXXX and he seemed nice and knowledgeable about what we were interested in doing and said it was a good idea. I was asked to fill out the application online which I did the same day then asked to send all financial information and did the same day. They asked to pull credit and was given permission. when I spoke with XXXX he said all looks great. The loan XXXX sent me a loan estimate the next day XX/XX/XXXX. I approved it and was told we needed to have an appraisal done which was {$500.00}. I asked XXXX that day does that mean we were approved he said yes we just needed to do the appraisal, so I said ok no problem sent the {$500.00}. We were asked for insurance information the same day and it was sent over XX/XX/XXXX. 
on XX/XX/XXXX we were sent loan disclosers to sign did that same day. On XX/XX/XXXX we were asked to sign the net tangible papers again that were part of the disclosers we signed on XX/XX/XXXX so we did that. On XX/XX/XXXX we had more disclosers to sign so we did that the same day. I was in contact with XXXX on the phone multiple time through this whole process from day one to the end. On XX/XX/XXXX we were sent more disclosers so we went over them also. On XX/XX/XXXX XXXX sent an email asking for documents for the under writers I sent them the same day no problem. the holidays came and XXXX was not much available but I hung in there. On XX/XX/XXXX I sent an email and asked what was going on I was starting to get upset by this time its been months and I felt like nothing was moving and I expressed this to XXXX and he just kept saying hang in there everything is fine so I said ok. on XX/XX/XXXX XXXX emailed me back saying just waiting on them to finish up. On XXXXI sent XXXX another email and asked for an update because I had not heard anything he replied back " Working on scheduling your closing now! '' I responded " Yeah : ) thank you ''. On XX/XX/XXXX I sent an email and called, and left messages. XXXX responded back saying he was out of the office and had alot of things going on but he had his XXXX touch basis with the back end and they are almost complete with the escalated review of my account. I said ok. on XX/XX/XXXX I sent an email asking what was going on that I havent heard anything. He responded back that he was talking to his XXXX on some issues. On XX/XX/XXXX I got a message from XXXX saying he left his office early yesterday and got my message that I called and left that he was open to speaking to me at XXXX an fill me in on whats going on so I agreed. I called on XX/XX/XXXX at the appointment time that was set he answered an asked if he could finish up with another customer and call me back in a few I agreed and said yes. Well at XXXX I still had no call back I was mad by then and sent a very long email expressing my frustration with the whole loan and the process that we were going through I sent @ XXXX and m phone rang literally less then 2 minutes later and it was XXXX XXXX Where he told us that the underwriters denied the load he said it was for DTI and income but the papers I received said for incomplete credit application. By this time I was done with them. We contacted another company and we are going to closing and have been approved with no problem. Not sure what happened that this happened. There was also times I sent documents to XXXX and he said he gave it to the underwriters and a few days later he asked for the same thing I would say I sent it and he would go back when I gave him the date I sent it and he said oh yeah I sent that to them? ok well then why ask again ( did he really send it to them? )

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief