Consumer complaint received 2022-04-28
Company: AMERISAVE MORTGAGE CORPORATION
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
i started my loan process on XX/XX/2022 - with online request- I started to talk to XXXX XXXX with AmeriSave on XX/XX/XXXX, i told him i had started to speaking with another company b/c they were including to do the loan, as I was getting the gift of equity on the home, and down and closing was going to be covered .... he told me he could offer me the exact same thing and better rates and could get me closed before the XX/XX/XXXX due date needed ( I have all his texts ) I gave him details on the home and my credit score and all of that as normal. he mocked what the other company was doing .... logged in view his numbers ... since he was for sure closing on the the XXXX per his text- i switched to him. He told me that evening to hurry up and sign the application pages and to hurry and pay that {$500.00} fee ( to pay for appraisal ) b/c that had to be rushed and done to meet deadline and had to do it that night to lock in my rates and get that appraisal ordered. i did it that night on the XXXX, card was charged on XXXX. Next day he some updated forms, got those done - had all my items the night before attached ( w2s, tax info, check stubs, bank statements, etc ) all items turned in that evening. From XX/XX/XXXX through XXXX i requested a call from him ( via text and emails and voicemails left ) XX/XX/XXXX he text said he will call me that day but for me to hurry and get purchase agreement in from seller - seller had to pay realtor that portion b/c XXXX was not needed for this sell- {$5000.00} had to be paid to do paper work AmeriSave could not provide. XX/XX/XXXX he sent text said everything was turned in - from the XXXX through XXXX I requested calls/text/emails b/c I hadn't heard anything about the appraisal i paid for on the XXXX and seller had no contact either - XXXX XXXX finally ordered the appraisal - ( 2 weeks after I paid for it and he rushed me to pay for it on the XXXX ) On the XXXX XXXX gives me a call says my DTI was at a 49 % and as long as i stayed below XXXX I was good - he would call me by next morning .... no call, spoke to supervisor XXXX on Friday next day - he stated i was showing 52 % DTI but XXXX never updated my insurance docs and that change would drop me below the XXXX again. appraisal was done XX/XX/XXXX early that morning. I called and spoke to XXXX ( who is great ) she said she didn't see any update on the account and would reach out to XXXX and try to get him to respond ( she had to do this the entire several weeks of dealing with him ) I get a call from XXXX on the XXXX at XXXX, where he was short and rude and said i was being denied, nothing he could do and he was done. he said i would get a refund on my {$500.00} and I would still be able to keep my appraisal and would send it when he got it. Next morning realator is calling - asking what happened b/c appraisal team called her b/c they got an email to cancel an appraisal she already did- i have been battling with Amerisave since then and today is the XXXX. Now they are saying they will give me the refund ( which still has not even been pushed through yet ) and I don't get to have the appraisal. They won't stand behind their lenders word even after pulling the calls and hearing it. They didn't communicate with anything, didn't care to go over numbers ( b/c it was a gift of equity and b/c depending on the appraisal would determine % going into the loan there was a possibility of over 20 % going into loan- which changes DTI dramatically- they just cancelled and denied it all and was done ( i have a complaint with the company internally b/c i felt discriminated against, XXXX wasn't communicating, turning updates in that would change my DTI, and didn't stand by what he was saying. when i made complaints over the 3 weeks time and hardly had any communication with XXXX, I felt he didn't care to work my loan, work the numbers and just dropped me, 6 days before closing - the appraisal was everything in this loan - and now the company don't understand how this affects me. The seller had to pay {$5000.00} for a relator to jump in and do paper work that XXXX couldn't do, I am 3 weeks out of time and lost my appraisal, and now having to start all over on the loan process with a new lender- very unprofessional but also costly to me, the seller, and even the realtor who ended up paying a fee to the appraisal person b/c they did all the work and never got paid the {$500.00} that was scheduled for the work. Especially since this was originally paid to Amerisave on XX/XX/XXXX and not even ordered till the XXXX. WORST experience ever - that has cost me time, money, and the house!!!!

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