Consumer complaint received 2023-05-16
Company: AMERISAVE MORTGAGE CORPORATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Around XX/XX/2023, a pre-approval was issued from the Amerisave mortgage company. On XX/XX/2023, we entered into contract on a property for purchase. The Loan officer XXXX " XXXX '' XXXX received a manual override from XXXX XXXX XXXX, VP of underwriting, to proceed with the FHA loan package. In the immediate future XXXX left Amerisave and the file was turned over to a new loan officer, XXXX XXXX, and Processor, XXXX XXXX. During this transition many of the documents that were initially forwarded to XXXX were yet again, asked for in duplicity. The processor has sent Closing Disclosures and a Conditional Approval letter, at which time, she then states that the loan underwriting department is unable to close the loan. Hence forfeiting our XXXX  money in the amount of {$6700.00}. Which had this information been discussed earlier we could have saved. 

During this almost 30 day process, the lender never stated that the loan was in jeopardy and misled us to believe that we were headed to the closing table. We including our Realtor had made numerous attempts for a manager or superior to contact us. We finally heard from the VP of Customer Care, XXXX XXXX. He worked other angles to attempt to get the loan approved, but hes not authorized to help with resolving the actual service issues. 

Since XX/XX/XXXX, this lender, specifically XXXX XXXX, has acknowledged on numerous occasions their mishandling of my application. The VP of underwriting assured the original loan originator that the timeshare would be a nonissue and was the only reason the loan originator provided the prequalification and cleared us to shop for a home. From that point to the loan being reassigned to a new loan officer to the processor delaying matters until after close of business on the loan contingency date, no one looked over the files to determine there would be an issue. Its been a mountain of incompetence and disdain for us as the customer for more than a month. 

Not to mention, we were assured we would hear from compliance to discuss some sort of resolve. That of course never happened. So not only are we out of the property Amerisave insisted we go after, were out of the XXXX money, inspection costs, and appraisal fee to the tune of $ XXXX. All of this couldve been avoided if XXXX XXXX cared to answer calls and e-mails and review the file timely. It couldve been avoided if XXXX XXXX did his job. It couldve been avoided if their managers would be customer-centric and responded to voicemails. Frankly, had XXXX XXXX not been so adamant that the timeshare that reported as a mortgage wouldnt be an issue and had he not told our original loan originator that all was well, we wouldnt be in this position. 

Not one single person among the ranks at Amerisave did any semblance of due diligence, and we should be made whole as a result. It is certainly not fair that we were misled and then left to our own devices while they continued with their poor business practices. Where in any of this is the customer service???

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