Consumer complaint received 2021-03-27
Company: AMERISAVE MORTGAGE CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I contacted XXXX Mortgage XXXX XXXX XXXX  and inquired as to whether XXXX received our XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, due on or before XX/XX/XXXX. ( Ex. 1 ). I was advised that XXXX had not received the tax bill and XXXX requested that I email a copy of same for payment from our escrow account. On XX/XX/XXXX, I emailed the tax bill and payment instructions and requested that XXXX pay the tax bill on or before XX/XX/XXXX so that the real estate taxes could be included in our XXXX tax return. The person I spoke with also advised that XXXX would pay the tax bill by XX/XX/XXXX as requested. Also on XX/XX/XXXX, XXXX acknowledged receipt of our email and advised it would provide a response to our request as soon as possible. ( Ex. 2 ). 

As XX/XX/XXXX was fast approaching and our tax bill remained unpaid, I phoned XXXX several times and on or about XX/XX/XXXX, XXXX advised it would not pay our tax bill by XX/XX/XXXX as I requested and XXXX agreed to in our XX/XX/XXXX conversation No explanation was given as to why XXXX would not pay the tax bill by the end of XXXX. 

I followed up with phone calls to XXXX on or about XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX as to nonpayment of the tax bill due on or before XX/XX/XXXX. 

On XX/XX/XXXX I sent another email to XXXX requesting payment of the tax bill and confirming a previous telephone conversation. ( Ex. 3 ). I also requested XXXX correct the date the tax bill is due in XXXX  dashboard system from XX/XX/XXXX, which is still incorrectly shown. An acknowledgement of receipt of my inquiry was sent by XXXX on XX/XX/XXXX. ( Ex. 4 ). 

On XX/XX/XXXX, I sent a confirming email to XXXX of our XX/XX/XXXX phone conversation. ( Ex. 5 ). The tax bill was due on XX/XX/XXXX and is still unpaid and subject to a 3 % late fee. On XX/XX/XXXX, XXXX forwarded a confirmation of receipt of my email and phone inquiries. ( Ex. 6 ). 

I phoned XXXX again on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX regarding nonpayment of the tax bill. I sent confirming emails on XX/XX/XXXX ( Ex. 7 ) and XX/XX/XXXX ( Ex. 8 ). 

As can be seen from the attached exhibits, we were promised payment of our tax bill first by XX/XX/XXXX and when that date passed by XX/XX/XXXX. No payment from our escrow account of the tax bill due on or before XX/XX/XXXX has been made despite repeated phone calls and emails. No response to our inquiries have been received. Every customer service representative, supervisor and XXXX promised they would contact the XXXX  department via email for accelerated payment of our tax bill. The only explanation I received for nonpayment was the XXXX department is very busy. This is unacceptable. 

I also was told on XX/XX/XXXX a check in the amount of {$2500.00} was sent to us on XX/XX/XXXX due to an overage in our escrow account. As of XX/XX/XXXX, we still have not received this check. If XXXX would have paid the tax bill when due, there would be no overage. Now we have the burden of returning the check to XXXX to be placed in our escrow account because there is now a shortage. 

We sent an additional {$1200.00} check dated XX/XX/XXXX to XXXX for deposit in our escrow account as we knew taxes would be due and we were short. ( Ex. 9 ). XXXX receipted our check on XX/XX/XXXX and improperly applied the {$1200.00} to principal, not our escrow account, as we instructed both on the check and payment stub. That was finally reversed and correctly applied to our escrow account. 

Our real estate tax bill has still not been paid and penalties and interest are accruing. In addition, our credit rating is being impacted by the nonpayment of this tax bill. I have spent over 30 hours trying to resolve this with XXXX but received only promises without action.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation