Consumer complaint received 2021-03-03
Company: AMERISAVE MORTGAGE CORPORATION
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I applied to refinance my home back in XX/XX/2020. WAs told I was pre-approved I have a credit score of XXXX just being modest with that credit score number. Well I was told of the documentation and proof of income. Submitted all the required documentation. Then I was told I needed to sign some of the documents that didn't have my signature. Submitted all documents with my signature as required. By now it was XXXX, I didn't hear anything back I called mortgage company again left another message to the loan originator, he called me back a few hours later and apologized he informed that he was overwhelmed with work. He informed me he will review my documents and get back to me. XXXX rolled around he told me of the documents needed to be able to get a closing date and the sooner I send the documents the better it would be. Well the very next morning send him all the required documents by now anything I was sending them had my signature and date. He got back to me and told me that right around XXXX and or before the end of the year we will have a closing date. By then appraiser went to the house did what he needed to do. 

Time past the new year rolled in I was assigned to work with someone else was inform the previous person I was working with no longer worked there. He asked now for information of the past month including updated P & L document with year end information. Submitted information the very next day. Then I was told that I needed proof that the business is open since I'm self employed. Well I sent them the most recent invoice from one of my suppliers and a recent sale transaction the same day. I didn't hear anything back was told by no later than the end of the month. 

XXXX rolled around called left voicemail message. I got a an email for a survey of the company in question is AmeriSave. The very next day I spoke to someone else who told would be working with me. She asked to be patient I explained what I have been through trying to get a closing date submitted basically all documents back to her. Didn't hear anything back from her. She called me back the next day and mentioned it was close to the date of the expiration of credit report I went ahead and submitted what was required didn't hear anything for over a week. Check the status and they needed information on a vehicle I purchased which actually lowered my monthly payments on the car payments submitted all the info even proof that it was trade-In. Didn't hear anything back. They went ahead and once again checked my credit report 2X so now my credit report with this company has been checked 3 times. I'm assuming they didn't like my credit score with I a letter in the mail from them saying it was XXXX. 

Now here we're in XXXX now they are asking for more documents W2 form, paystub, and the most recent billing statement for the car I recently got with my trade-in. They have all my tax records they got a copy my personal and the business as well for the past 2 years. I called them twice today in the morning and this after around XXXX left voicemail messages both times. 

At this point I'm looking for them to refund me the {$500.00} refinance mortgage processing fee that I paid back in XX/XX/XXXX. My current mortgage company is constantly sending offers to refinance and other companies as well. 

It a shame how some mortgage companies do business and they get away with it.

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