Consumer complaint received 2022-01-21
Company: AMERISAVE MORTGAGE CORPORATION
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinanced with AmerSave in XXXX of XXXX. 

In XXXX we were notified that we hadn't made our XXXX mortgage payment. We called and said we were looking directly at our mortgage statement and it said that our first payment was XXXX. We were then told that there is Amerisave mortgage and Amerisave mortgage servicing. We were like what???? 

Apparently we were supposed to MAIL a payment to the first Amerisave. So we did this directly. A couple of weeks later we received an email saying they hadn't received our payment. They advised we should do a stop payment and then do a check through our bank. We did that and had follow-ups from Amerisave saying they hadn't received the payment. I sent them the info showing we sent it. FINALLY... they got back to us and said they received it. 

Then in XXXX we were notified by our home owner 's insurance company that our policy was going to be cancelled if we didn't pay our premium. Since we had chosen an escrow account we were dumbfounded. We then contacted our home owner 's insurance company and they said they had not yet received anything. We then contacted Amerisave and they said they hadn't received our home owner 's insurance information??? This should have been sent with the servicing package, shouldn't it? Anyway, they cut a check immediately to XXXX and that was resolved. 

Then today we received a notice in the mail that our county property taxes had not been paid by the XXXX deadline. We contacted Amerisave and they said that they were collecting for XX/XX/XXXX and that they had not collected impounds for the XX/XX/XXXX taxes. I told them that we had our Closing disclosure that had been sent to us prior to setting up our signing. The lady I spoke with ( XXXX XXXX said she was looking at our closing disclosure ( that was signed with the signing agent ) and it showed they hadn't collected. I told her that yes we had requested impounds. We then went through our signing packet and found the closing disclosure. It was different then the one we received on XX/XX/XXXX although it had the same date. 

We did have a conversation with our loan officer about not wanting to bring cash in to close. They had told us after the loan estimate that the amount had changed and we would now need to bring in cash to close. Our loan officer emailed us and said he had taken care of it and we were pleased. 

Our final closing disclosure that was in packet showed we were getting more back at closing then originally disclosed, but we thought that was great. What we didn't know is that XXXX had removed our XXXX escrow impound. We had not discussed this and it was not disclosed before signing. We were told that everything was the same. 

So now XXXX is ( supposedly ) paying the XXXX taxes, but it will leave our impound account with a negative, which we will need to make up with larger monthly mortgage payments. 

We are very unhappy and feel that we were not serviced with any kind of professionalism, but deliberately misled.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation