Consumer complaint received 2020-09-29
Company: AMERISAVE MORTGAGE CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started Refinance process with Amerisave Mortgage Corpration on XX/XX/XXXX. They promise me to closed loan with in 3-4weeks. XXXX XXXX Loan Originator ask me pay XXXX dollars to process application fee. I did pay {$500.00} get stared. i submitting/ uploaded all required documents they asked me to. After, 4 weeks i kind worried why it was taking them longer then 4 weeks. My Loan Process XXXX XXXX very laid back guy, who is so lacking in communicating with any updates on refinance process. i have to call him like everyday find out status of my loan what is going on. On XX/XX/XXXX, they told me send documentation why there is two balances. Loan balance {$340000.00} and Deferred balance of {$22000.00}. I explained XXXX we did Home Affordable modification agreement XXXX. The loan modification says we do not have pay interest or monthly that deferred payment. Written Agreement says we have pay Deferred balance at the time of either refinance or payoff loan. Now, Amerisave tells me in order to proceed i have  payoff the deferred balance. we did not want to go this route. But we have no other options. We agree to pay deferred balance to XXXX XXXX. XXXX XXXX is our current lender. I called XXXX XXXX to make payment and i talk to many customer service Representative and account mangers they mention i can not pay just deferred balance. XXXX XXXX option is only pay off total balance is accepted. i have email mangers and spent hours try to make this payment on body in XXXX XXXX know how to do it. XXXX XXXX workers misrepresent me multiple times. some customer service people said i can make the deferred payment. some say i can not .i was calling them back and fourth. I email Mangers no reply or solution or Acknowledgements. It been almost two months no body is helping me or given any solution. I ask them why i can not make payment no body can give me explanation. other hand Amerisave Mortgage company - i try connect with Loan processor XXXX XXXX mangers and underwriter and ask many time their contact information find out why i can not bring money or wire or cashier check at closing. XXXX Mention their mangers do not communicated with customers. XXXX ignored my request serval times. Plus he does not answer my call anymore. They put me in trap where i have pay Deferred balance to proceed with Amerisave. But some reason i can not pay deferred balance with XXXX XXXX. what i am suppose do now? This two Mortgage companies put in situation like i am running around like headless chicken. I really do not have any more energy to Solve this issue. i need help form CFPB. We are hard working american who earned minimum wage just for survival. I feel that this Amerisave And XXXX are taking advantage of our innocent. I really do not want give my business these worst customer service companies.But i have situation where refinance rate already went up. i am scared i am unable to get same rate. Whole purpose of this refinance is save some money for our retirement and have some extra cash .Please help and take action for misleading, mental stress and wasting our time and not able answer why behind it. I also have feeling they are together on this because Ethanial Hall loan processor told me in beginning of application AMERISAVE MORTGAGE CORPORATION GOING SELL THIS LOAN to XXXX XXXX  anyway. I am tried of this profit XXXX Corporation who do not care about people feelings. Again CFPB Is my last hope.

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