Consumer complaint received 2021-07-20
Company: AMERISAVE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started the refinance process on XX/XX/XXXX with Amerisave Mortgage. The loan officer Court XXXX set expectations that this would be a quick, easy process and that there would be no issues getting a loan through. He even prequalified me. On XX/XX/XXXX he asked me for a {$500.00} fee to get the process started that would be refunded at closing. He said there would be no other upfront costs, including the appraisal. I paid that {$500.00} via credit card. They are deceptively doing business. After my appraisal I was asked about my credit and my dept to income ratio which he had access to from the beginning. These are all things that would not prequalify me. I then explained my reservations about the process because he was backtracking from what the expectation was and he stopped responding. I spoke to another mortgage company, and they told me right on the first phone call that I had issues with the debt to income but there are options that I could do. I decided I wanted to cancel with Amerisave due to the deception and lack of response from Court. I called customer service and was told that they would send a message to Courts manager to cancel the loan, this was XX/XX/XXXX. XXXX said that they would either refund the money or transfer the appraisal but not both. I advised I just needed them to cancel it and I would like the appraisal transferred. As soon as I told them I would cancel I was no longer able to reach any of the Amerisave phone numbers as I attempted to call Court back and could no longer get through to him, the customer service number or the secondary number on their website. I received a system generated email from Court that said there was a new document to view. I saw they uploaded a cancellation letter with a reason of income was insufficient, not that the borrower requested to withdraw. That alone shows their deception, as I was never notified at any point from Court that they would not be able to provide a loan to me. The new loan officer contacted them to get the appraisal transferred and they told her I needed to send an email with the specific requirements, which I did the same day XXXX put the request to cancel on XX/XX/XXXX. So I sent that email again. XXXX XXXX will Amerisave sent me an email saying they'd transfer it, but only after I paid them {$650.00} by cashiers check or money order only and sent it to their GA office and once verified and applied they would transfer over the appraisal. There is a timeframe that the appraisal is good for. If I did that, it would no longer be good. They have not refunded me the {$500.00} I initially paid via credit card that was supposed to be refunded, and are not asking for another {$650.00} for a document that will be invalid by the time I received it. They are being deceptive and scamming people of out money. There are over 1600 reviews on the XXXX website just like mine.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with monetary relief