Consumer complaint received 2021-06-30
Company: AMERISAVE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I applied for a loan with Amerisave mortgage beginning of XX/XX/2021 for XXXX XXXX XXXX in XXXX XXXX Texas. XXXX XXXX and XXXX XXXX were the representatives from Amerisave that were in charge of my file. 

See their information at the bottom of this page ; Shortly after applying for the loan and paying the initial {$500.00} to start the loan the communication from XXXX XXXX and XXXX XXXX was almost non existent from either of them, my realtor, his assistant, and myself would call multiple times throughout the entire process which was a little over two months. I truly feel there was some type of discrimination due to me being XXXX or a woman specially felt this from XXXX XXXX from the beginning of the loan process but definitely towards the middle/end of this process, I would call/email with days of no response. I asked multiple questions throughout the entire process, and all my questions were avoided and/or dismissed. I provided all the documents requested in a timely manner through email or a customer portal. My employer also got involved by providing a loan and a promissory note to support all the documents/questions Amerisave was saying they needed for my loan. I was 100 % transparent with all my documents, bank statements, rental income, employment, etc., however after every document turned in they came back with we need one more piece of information or/and more documents- which I would provide time and time again. I was also told to acquired home insurance and to upload the declaration page to the customer portal for the property that I still didn't owed, as with everything else they requested I went ahead and purchased the home insurance and pay for it for 2 months on a property I didn't owned yet. I asked multiple times for answers to all the discrepancies and time again and again the answer was " I will talk to XXXX, I will talk to XXXX, I don't know why we asked for this, I'm not sure why the closing costs are changing from XXXX to XXXX to XXXX to XXXX ''. Amerisave, XXXX XXXX, and XXXX XXXX refused to take all/any documentation on my rental properties and income, however, XXXX XXXX added taxes and insurance for such properties so my dti wouldn't allow me to qualify for the new loan. I requested multiple times for a supervisor to call me, my realtor and his assistant also requested for a supervisor to call me- never received a call. 

I am submitting this complaint not because I want to work with Amerisave in the future, but to help another loan borrower from being treated the way that I was treated. If a buyer provides all documentation that confirms they are worthy and able to repay any loan they apply for- which I 100 % did- this should be the only thing that matters, and not that I am a woman, or that I am XXXX. 

My hopes is that an investigation is open on Amerisave and their employees to ensure all files are treated equally and that no files are being targeted or harassed from the beginning as I truly felt I was treated by XXXX XXXX, XXXX XXXX and Amerisave because they are who is allowing this type of behavior and environment. I was under severe stress was throughout the entire process with Amerisave, this is not what home buying in the united states should be/look like. 

XXXX XXXX Processor AmeriSave Mortgage Corporation NMLS ID # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX GA XXXX XXXX XXXX Licensed Mortgage Specialist NMLS ID # XXXX AmeriSave Mortgage Corporation NMLS ID # XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX GA XXXX XXXX Desk XXXX Fax XXXX Visit my personalized webpage : XXXX : XXXX XXXX Desk XXXX Fax XXXX XXXX

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