Consumer complaint received 2020-12-22
Company: AMERISAVE MORTGAGE CORPORATION
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2020, I was contacted by a loan originator from the company, Amerisave regarding refinancing my home. I was told I needed to " hurry '' before mortgage rates rose again. I put {$570.00} on my credit card to get the process started. At first, the loan originator kept in touch with me but then a month went by and it became difficult to contact him. I wanted to know if my home appraisal was finished and emailed him on XX/XX/XXXX. I heard nothing from him. I went online to my account Amerisave had created for our loan. I was looking through the paperwork and discovered there was an error in the rate that I was originally quoted. I tried to contact the loan originator but he did not return emails or phone calls. There was also a disclosure that was needed on my part but there was no explanation as to what account the disclosure was referencing. I found the number to the corporate office in Georgia and called the customer service number. I kept getting a message to leave my message and someone would get back to me. I kept calling as I needed clarification on both the rate and the question of disclosure. I finally got in touch with someone after repeated calls. One woman said she would have her manager call me back. Her manager didn't call but another man called and said my rate was a " clerical error ''. He told me to stay on the line and he would fix it. As to the disclosure, I read to him what the disclosure said and he had no idea what this was about. I asked him why my loan originator wasn't available. He asked me to hold and then came back and told me that my loan originator was on some sort of medical leave. I asked why he didn't have a manager take over his clients until he, the loan originator, was able to come back to work. This gentlemen told me he should have but that was all he could tell me. This all occurred on XX/XX/2020. I kept trying to call customer service back to find out what the needed disclosure was referring to. I was shocked when I again called the customer service number and it went right back into the message voice mail of the loan originator I was unable to reach! So I used a different phone and again was able to reach customer service. I got in touch with a woman who promised me she would get to the bottom of the problem and call me back the next day. I never heard from her. I tried the number she gave me and no one answered. Again, after calling that XXXX customer service number, it went back into the message voice mail of the loan originator! Finally on XX/XX/XXXX, my loan originator called. I was very upset with him and he told me he hadn't been able to get his emails. I said, " Well what about phone calls and texts? '' You didn't answer any of those either. He said, " Well, I'm getting back to you now. '' I asked about the obscure disclosure and what it was referring to. He pt me on hold and, checked into it. He came back and said, " oh you don't need that. '' Then he said, " your loan is ready to close. You can have any time between XX/XX/XXXX and XX/XX/XXXX. I will call you back, or someone will call you back tomorrow to set a date. Several days went by and I heard nothing. I tried emailing him again on XX/XX/XXXX and again, he didn't return or even acknowledge my emails about the closing. I tried calling and texting him. Still no answer. I finally decided this was not a company I could have any faith in and called my credit card to see if I could get a refund on my application fee. They assured me I could file a dispute. So I called and texted my loan originator that I was terminating the refinancing process. Amazing how fast he got back to me. He said, 'Well, your loan is ready to close. '' I told him I wasn't closing the loan, that I had lost faith in him and his company, and that I was disputing the charge on my credit card. I got another call within less than 2 minutes from another man telling me he was the loan originator 's manager and my loan was ready to close. I told him the same thing, that Amerisave was not reliable, not available to their customers, and I was terminating the refinancing process. Then my loan originator called back and said, " Well, my manager tried to contact you about your closing and you weren't available. '' I said " yes, you mean the guy that just called me and tried to save the deal? It's too late, you are not ever going to get me to refinance with a company I can never reach. '' The loan originator did finally text me back that he had put in a cancellation request for the refinance.

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