Consumer complaint received 2021-02-03
Company: AMERISAVE MORTGAGE CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In early XXXX, my wife and I contacted AmeriSave Mortgage for a refinance loan on an investment property. We found these guys through the internet. We have went through many of these loans before and knowing what we wanted, we specifically ask what the rate was and the bottom-line cost of the loan, XXXX quoted me an APR for the loan, and I told him that sounded great and we wanted to proceed. 
I applied for a refinance on an investment property we own in XXXX XXXX, CA. We were originally told this was a locked loan. Agent also unbeknownst to us filled out an application for our primary house without our permission On XX/XX/XXXX they were paid {$500.00} to start the application process. Loan number XXXX For the next 2 weeks we jumped through hoops, drove to our investment house 150 miles away for the appraiser, throughout the whole process we were on the computer and in communication constantly. I always gave them exactly what they wanted on the same day they requested it. Because we have went through this process before, we had done most of the research that Amerisave would need to close this loan. Amerisave, always made us seem like time was of the essence and we in return gave them what they wanted in a timely fashion, usually within hours. 
On XXXX XXXX, they sent us out new loan and closing Docs and my loan and points had gone up considerable. When I contacted the Loan Adjuster, that's when it went from friendly to very shady. I realized our loan was not a locked at that time, after going over paperwork at that time is when I realized that what XXXX had told us and what we signed was two different things. This was my fault. I kept going on his word and told him directly I didn't want any surprises in the end. He told me to trust him, that it would change more over the period of closing but it would all work out in the end. I told him if that was the case then go back to our originally loan and I would sign that. He promised to make adjustments to ease my mind, because at that time, we wasn't going to sign anymore paperwork. After an hour, new Docs came through my portal but when we put them side by side, all he had done was to moved numbers around, subtracted and added numbers so the loan was actually even more, though it looked like I was paying the same amount we had agreed on, it was actually more. 
At that time, I wrote an email with everything pictured and how all he did was manipulate the loan, 14 days into the loan it seemed I was going to pay about {$5000.00} more for the loan. The numbers had been manipulated to make it seem like it was lower. In an email I sent to XXXX, I told him I wanted to talk to a supervisor. We didn't feel comfortable moving forward until I got more answers to my questions. He wrote back that my loan was on hold and basically too bad, we had signed paperwork already. At that time, he should have referred me to his manager. We felt like we were at a hard spot and a rock. It was very uncomfortable position to be in because we had sent all our tax returns, personal and intimate information to Amerisave Mortgage and quite honestly a company that had showed bad faith, we really didnt know them. We were talking to a business that used their own cellphones and there was not a place that we could call that answered with Amerisave Mortgage Everything at this time also seemed like we were in a bait and switch scam and it really became to us that we really didnt know who these people really were. 
We decided to sleep on it and read over all the paperwork that had been generated in such a short amount of time. 

XXXX XXXX, I received a package in the mail, it was a loan application already filled out for my primary home. I had not authorized this. XXXX and I had talked about all our houses maybe being refinanced, but we told him, we wouldn't do any more business until we saw how this loan went. Between my wife and I, we were adamant that nothing else was started on any of the houses except our XXXX XXXX house, as this was the main refinance with cash out. We were trying to get extra cash to do home improvements with this house. XXXX was so sure that this would close, that my wife and I had already started with the construction crew. 

On XX/XX/XXXX, we tried to contact Amerisave main office. By this time we are concerned as I don't want to talk to anyone associated with XXXX, I asked for a manager and was put on hold for a very long time, phone was mysteriously disconnected, what once was no problem getting a hold of someone at all hours of the day, now seemed impossible. We tried to go through social media for a supervisor but they werent able to help me. They all wanted me to go back to the originator of the loan and at this pointe do not trust him. it started to seem like my wife and I were on a do not talk list after a couple of weeks They have all my financial information and I'm getting loan docs for houses that I haven't tried to refinance. 
On XXXX XXXX I filed a complaint with the XXXX XXXX XXXX of Georgia. Amerisave was notified on the XX/XX/XXXX and they contacted me XX/XX/XXXX I believe. At that time, many promises were made and a promises to get back to us and tell us one way or another if the loan would go through. By XX/XX/XXXX our originally closing. They promised but we heard once from a XXXX XXXX and then, never again. 
On XX/XX/XXXX I wrote a letter to their Social media department and said that they needed to get back to me one way or another, all I wanted was communication. On XXXX XXXX a manager called me, unfortunately I was burying my mother that day and told him I could not talk until Monday the XXXX of XXXX, I don't have his name, but he promised, I never heard from him again. I did receive a couple of emails requesting info that I sent in a timely manner. Thats been over a week and they still have not contacted me. 

At this point, we need them to reverse everything they have done. Put things back in my name and dispose of all our private and intimate records. 
This was a cash out loan to put solar on this house and now they have caused me to go into default with those guys. 

I believe they had no intentions of ever financing this loan as my FICO score is in the top 1 % of the nation, never missed a payment. We have a couple of {$100000.00} of cash in our accounts, plenty of equity in 4 houses and a job I have held for over 30 years and going strong with 30 years of documentation. I believe that they were more interested in the {$500.00} fee. On top of it, there is many complaint with the XXXX XXXX XXXX  with people having same problem. 
I believe I was set up for a Mortgage bait- and- Switch Scheme. This has been in our 50 years, one of the worse experiences of mortgage refinance and purchase and hope to warn other people of their shady business practices. 

They really never responded to my letter dated XXXX, XXXX, XXXX where I told them they are leaving us no choice to to report them for fraudulent business practices and they have not responded to the XXXX  by the due date of XX/XX/XXXX. Which makes me believe theyre not going to answer to anyone. They feel like they are above the laws We would appreciate any help you could give my wife and I to restore everything back to where it was before we met these people and help with making sure they don't use our private info in any illegal way. 

I have felt sick to my stomach everyday dealing with these guys. it is no way to do business.

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