Consumer complaint received 2022-04-22
Company: AMERISAVE MORTGAGE CORPORATION
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello my name is XXXX XXXX and Im writing a complaint against my mortgage company Amerisave Mortgage. When i first started this process it was smooth but then it started to get bumpy closer to the time i found a house and got the offer accepted. The mortgage office i was working with was not knowledgeable about the information given and also as a first time home buyer there suppose to help u ever step of the way and i felt like i was getting a lot of back and forth and then sending paper that was needed and approved and then having to resend the same thing over and over. It because exhausting and frustrating. Then even the day i was suppose to close which was first XX/XX/XXXX then the mortgage company change it at the last min to XXXX XXXX and i already requested off work for the first date and then had to cancel that date. So the closing a date finally came and everything was ok. I was giving all the information for me about the first payment which was XXXX XXXX. So Amerisave have have me several coupons to if i mail in my payment i needed to attach that coupon with the payment. I sent my first payment out XX/XX/XXXX with the coupons. I then notice a little after the New year that i never received a receipt for sending my payment. So when i called Amerisave they informed me that they have not received the payment and to wait another week since it was the holidays that the mail was probably delayed. So i did what they told me to and waited when the week past i called and they still havent received it and they told me the same thing to wait another week. So now we are in XXXX and still no payment so i finally was told that the coupon that was in my closing folder that the address was not the address to send payments to and also was told that my account number for my mortgage had change. This was nothing i was aware of or was never told at closing that my account number for my mortgage would be change. So i emailed a lady name XXXX XXXX from Amerisave regarding my missing payment and she assured me that it was not my fault and that i wouldnt be hit with any late fees. So i explain to them that i would have to cancel that check and wait for the money to be return and then send it back out through the website. She then she processed to tell me that about a few days later that i will be charged a late fee and i would have to pay that with my mortgage payment as well. Which i felt that i shouldnt been charged a late fee due to their error. Now moving to XX/XX/XXXX i was sent a letter from XXXX XXXX office about my Taxes not being paid. And how my loan is sent up my taxes and my home insurance are included with my mortgage payment and when u closed in XX/XX/XXXX the seller sent a check to my realtor of the amount he needed to pay and that check was given at closing. Amerisave was suppose to pay my Taxes by XX/XX/XXXX but it took them until XX/XX/XXXX to pay my taxes and they paid ended up putting late and penalties on my taxes being paid late. I Callee Amerisave about this and even reached out to my realtor about the letter. My realtor had a very hard time getting ahold of somebody about the payment for the taxes. Now XX/XX/XXXX i received a letter from Amerisave saying that my payment on my mortgage was going up XXXX and i was lost on how my mortgage was going up already in 4 months of me paying my mortgage. So i contacted Amerisave and when they lady looked into my account she tell me that my escrow is a XXXX and i asked her how is that when i escrow account shouldnt be like that. She stated to me that the seller didnt pay what he owed in XXXX. I reply to her that that is not true because if that was the case then i would of never been able to close on the house until payment was made with the loan i had ( which is a FHA loan ) she then proceeded to tell me that she does she and error and would have to put tickets in for somebody to review my mortgage account. It is XX/XX/XXXX and i have not hear anything from my mortgage company about what is going on with this issue. Im fed up with my mortgage company and i shouldnt be going through all these problem and only being in my house not even 6 months and also there should be no way that mortgage payment should be going up in 4 months. This company is very unprofessional and my escrow issue is not resolved and it very hard to get in contact with anybody regarding this matter. And the department that handles this matter you can only email them and i feel that is unacceptable with the circumstances pertaining my mortgage payments. I need action do and help about this. Best regards. XXXX XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation