Consumer complaint received 2020-12-10
Company: AMERISAVE MORTGAGE CORPORATION
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I can not get Amerisave to respond to my requests to clarify requests for documentation. At first, I believed it was just a poorly performing originator. The others I spoke with seemed well meaning. I was told it was escalated to a VP. However, nothing has really changed. I've had three different originators promise to respond to my detailed questions, and none of them have. And, these are simple questions really. " I provided you a copy of X. Is that sufficient? '' It has been over a month since I paid them for the appraisal, and the close date has passed. What I suspect is that they are stalling, and I can not confidently say when, or even if, the loan will actually close. 

The timeline below does not include my numerous phone calls. 

XX/XX/2020 Committed to refinance through Amerisave XX/XX/2020 Paid {$570.00} Appraisal fee XX/XX/2020 XXXX Received email request for documents ( automated ) XX/XX/2020 XXXX Uploaded requested documents using web application, and asked for confirmation/clarification that what was provided is sufficient. 
No response XX/XX/2020 XXXX Received another automated request for documentation. What was asked for on XXXX plus new documents XX/XX/2020 XXXX XXXX an email to originator asking for clarification again on the docs already provided, and let them know I uploaded the other requested docs. 
No response XX/XX/2020 XXXX Sent an email to originator reconfirming that I had provided all the requested documents and to please advise if other docs were needed No response XX/XX/2020 Received another automated request for documentation. Received every single day moving forward. 

XX/XX/2020 XXXX XXXX an email asking for clarification about required documents No response. 

XX/XX/2020 XXXX Send an email asking for a specific meeting to discuss the status of the requested documentation. I suggested specific times that I would be available. 
No response. 

XX/XX/2020 XXXX Send an email asking for a specific meeting to discuss the status of the requested documentation. I said I was available any time after noon. 
No response Called the general number to complain about a lack of response. Spoke with XXXX XXXX. She escalated to XXXX leader XXXX. XXXX did call and left me a message, and we eventually spoke. 

XX/XX/2020 XXXX Received an email from XXXX XXXX he apologies for being out and will call or email with an update He never did XX/XX/2020 XXXX I sent a very frank email to XXXX and XXXX proving yet another update on the documents they were requesting and indicating that I was fed up. 
XXXX reponded, XXXX did not. She confirmed receiving the attachments, but did not address my specific questions. I told her that I'm expecting someone to respond to my questions. She said she planned to. She never did. 

XX/XX/2020 XXXX XXXX Received an email from XXXX asking if I had heard from XXXX. I told her I have not and that I was planning to submit a complaint to the CFPB. She indicated she was going to escalate to XXXX, a VP XX/XX/2020 XXXXXXXX XXXX I received an {$80.00} refund on the cost of the appraisal. No indication what this was for. 

XX/XX/2020 XXXX Received an email from XXXX new manager ( XXXX XXXX ). I talked to XXXX  on the phone and received assurance that they would respond to my requests for clarifications. He asked if I wanted to change originators and I said all I really want is my questions answered, and to make sure were making progress. 

XX/XX/2020 XXXX : XXXX Received an email from XXXX apologizing again, indicating that he would call at a certain time tonight, and asking me to send my questions via text. I emailed back at XXXX XXXX and said there is way too much information to use text and for at least the third time provided my questions via email. 
XXXX did not call when he said he would, nor did he respond to my email. In fact, XXXX has never responded to any of my requests for information, and never actually does. 

XX/XX/2020 XXXXXXXX XXXX Sent a detailed email to XXXX XXXX asking for clarification of each request for documentation ( because I had already provided the documents and/or an explanation as to why I could not ( i.e. I can not provide HOA information because there is no HOA ). 

XX/XX/2020 I called again and this time demanded that I get a new originator. I received my first email indicating that I had a new loan originator, XXXX, at XXXX. 

XX/XX/2020 I spoke with XXXX at XXXX and he asked for XXXX hours to get caught up on the loan and that then he would answer my questions. 

XX/XX/2020 I received an email from XXXX stating that he could see my wifes paystub, but didnt see mine ( which I have provided ). I responded stating I have already provided my pay stubs but said if he wanted me to I would provide again. No response. 

XX/XX/2020 XXXX Left a message for XXXX , the new originator, asking him to call me back to discuss the status of requested documents XX/XX/2020 XXXX Sent an email to XXXX, re-attaching ALL of the requested documents and clarifying why I could not provide HOA information, and who they needed to contact for employment verification.

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