Consumer complaint received 2022-03-12
Company: AMERISAVE MORTGAGE CORPORATION
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
AmeriSave Mortgage sent me an Annual Escrow disclosure statement dated XX/XX/XXXX. They are raising our escrow portion of our mortgage payment from $ XXXX to {$370.00} per month. A significant portion of that increase is due to their projection of our property taxes increasing to {$2400.00} for this year. Our property taxes have been {$1600.00} for XXXX ; XXXX for XXXX ; and XXXX for XXXX. 

On XX/XX/XXXX I called AmeriSave to discuss the issue. They told me that they get the number from the taxing authority ( XXXX XXXX, MO ). I was told that if I call XXXX XXXX and get them to issue me a XXXX tax bill that they would take that into consideration. I called XXXX XXXX and the Assessor 's office told me that they do not prepare tax bills until later in the year therefore, my amount was not available. I shared the number that AmeriSave projected reflecting essentially a 50 % increase in my taxes and the Assessor assured me that would not be the case.

I then called AmeriSave back and shared my conversation. They asked me to send them my XXXX Tax bills. I asked as to why they needed documents that they should already have since they receive them to make the tax payment. They said that they would initiate a review to be done by their tax department and that I would get their results in 5 to 10 business days. I asked about what payment amount that I should make on the pending XX/XX/XXXX payment. They told me that the full amount that they projected was due. 

On XX/XX/XXXX I received a letter from AmeriSave dated XXXX XXXX, XXXX stating that : " No updates were required based on your inquiry ''. As this was very vague and uninformative I called AmeriSave on Friday, XX/XX/XXXX. When I asked their agent what the letter meant she told me that the increased escrow amount was not going to be adjusted. I asked her where they got the projected property tax number of {$2400.00} and she said they got it from the XXXX XXXX Assessor. I told her that I had talked to the assessor who told me that that number was not available. She maintained her position so, I asked to talk to a supervisor. 

The supervisor started with the same position and I argued for her to provide me the source of the additional tax increase. She suggested that maybe another parcel had been added. I told her that nothing had changed and again asked where the number was coming from. She then pulled something up where she could see our parcel numbers and the corresponding tax amount. I verified both the parcel numbers and amounts with her from my property statements. She asked me to submit my tax documents ( which they clearly already have ) and that she would submit another tax inquiry internally. I submitted those documents following our call. I asked what amount to pay on my next mortgage payment and she said to pay the full amount including the increased escrow. I asked what happens if, this time, they adjust the amount and she said I would be refunded any overage amount. 

I am submitting this complaint as I was lied to and effectively required to pay in excess of what I should be paying. Possibly, if the CFPB has received multiple complaints of a similar nature, it might suggest the company is overcharging customers in order to get additional short term capital. I also, don't want to wait another XXXX weeks to get a similar reply as they were provided all of this information with my first inquiry.

Than

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