Consumer complaint received 2019-06-26
Company: AMERISAVE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Amerisave Mortgage ( also operating under aliases like XXXX XXXX XXXXXXXX XXXX XXXX, XXXX ) My experience with Amerisave was horrific. They wasted 9 weeks of my time, {$1500.00} ( not including the extra {$500.00} for the appraisal ), hard hit my credit report under AmeriSave on XX/XX/19 and XX/XX/19 and the above aliases twice on XX/XX/19 ( which I was told not to worry about because my loan officer would " remove those '' and " it was just something they have to do on their end to help people out and it would RAISE my credit score '', when infact it lowered my score. They intentionally performed multiple hard hits, in order to require me to find alternate ways to " pass underwriting ''. I began the process with AmeriSave and paid {$500.00} for the " loan application fee ''. Inwas informed that AmeriSave charges that fee upfront to prevent people who weren't serious in obtaining a home loan from AmeriSave and not " waste their time '' and the {$500.00} went towards paying for the appraisal of my home upfront. So, throughout this process, which I was " guaranteed '' to be at the closing table within 15 days " no problems '', AmeriSave manifested reasons why I couldn't qualify in order to continue charging me {$500.00} for additional processing times without informing me. My loan officer asked me if anyone could be a " non-occupant co-borrower ''. My ex-husband agreed to be the non-occupant co-borrower as long as he would not be on the AmeriSave loan or required to be financially liable in the event I defaulted. My loan officer ensured him, 1. He would not be on the loan, his income was only propping my income up and helping me qualify 2. His credit would not be pulled or effected and 3. Adding him was all that was necessary for underwriting to approve the loan and I would be at the closing table within 5 days. Ofcourse, those three things did not happen and AmeriSave, without authorization charged another {$500.00} to add him as a non-occupant co-borrower. My appraisal had already been  completed, so there was no need for another {$500.00} charge. Then, my loan officer told me that underwriting asked if my ex-husband would agree to be a full co-borrower and if so, underwriting would immediately approve to fund my loan, and in 6 months, AmeriSave would just " drop him off the loan '' as long as I had no late payments. My ex-husband agreed to be a full co-borrower. AmeriSave then charged another {$500.00} without my knowledge or authorization. When the credit card payment came due, I looked at the itemized charges and this is when we noticed all the {$500.00} extra charges. I immediately contacted my loan officer by email and phone. Suddenly, after weeks of daily calls and emails, I was unable to reach my loan officer. He ignored me for over a week. Finally, I received a call from my loan officer and he informed me that 1. Each time he made changes to my original application, {$500.00} was charged so that I wouldn't pull out of the process which would've wasted their time and hardwork put in 2. Each time a change was done AmeriSave had to pull my credit but for me not to worry when I saw the multiple hard hits under aliases as well, because those would be removed 3. AmeriSave was not going to resubmit my loan application with my ex-husband as a full co-borrower because underwriting had already flagged my loan as a denial, so it would be a waste of time. He then said he wished me luck. When I tried to address getting {$1000.00} refunded for the " additional '' loan changes, he abruptly ended the call and told me, " XXXX, do not contact me again, you're not getting anything back, anything refunded, and the hard hits will remain on your credit since you are harassing me and AmeriSave. '' After trying to go above his head, I was ignored. After weeks of promises, AmeriSave simply kept manifesting false reasons of why my loan was getting kicked back from underwriting, just to charge me more money. AmeriSave is nothing but a scam. My new lender informed me of the legal process and gave me this website to report my complaint against AmeriSave. I noticed in your database that AmeriSave has multiple complaints and resolutions. I hope you can help me resolve mine. One more addition, my first loan officer was honest and local. Soon after, I was told that loan officer was no longer with the company and my new loan officer was located in Georgia ( I live in Texas ).

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief