Consumer complaint received 2021-03-25
Company: AMERISAVE MORTGAGE CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was working with XXXX on a refinance of my primary residence. I was given rate and fee terms, told that the were " guaranteed '' per company policy that they wouldn't change. I asked repeatedly to lock the rate and fees during the process, they said that wouldn't be necessary and it was " guaranteed '' to stay the same while I closed one, single and last title company item. I kept insisting, they kept assuring that it wasn't necessary. They refused to lock the rate and fees. The single remaining title item never should have been required to begin with ; notarized forms from my ex-spouse indicating she received all financial payouts already from the divorce. While getting the requirements fulfilled, the XXXX XXXX XXXX XXXX moved the ball repeatedly on the requirements. First the prior Grant-deed from the ex-spouse would be sufficient. I provided that. Then they also needed a confirmation from her that she had been paid in full from the Marital Settlement Agreement. I provided the email chain back and forth from her and I that our mutual lawyer during the divorce indicated was legally sufficient. Then they moved the ball again and said that all they needed my bank statements to show those payments in the email. I provided that. Then they moved the ball again and said that they needed evidence those payments went to her, and I then provided her bank statements and copies of checks showing all the required payments to her per the MSA agreement. In then end they then changed their mind once again and required that I get a notarized equity payoff letter. I completed that and sent the notary with the document to the ex-spouse 's home. The morning of, they then last minute added the requirement of an additional affidavit of grant-deed ( even thought the grant deed was notarized and signed by her previously ). This was an absurdity that only continued to delay and delay closing. This appear to have been by design. This title company worked systemically to delay and delay and delay the closing. I completed yet again this further absurd requirement. I had to hire a lawyer to get those forms written and notarized by my ex-spouse. Upon completion each one of these new hurdles, each time the mortgage company assured me that the rate and fees would not change. I asked to lock the loan and fees over and over again. Each time assured that it would not change ; per guarantee of company policy. After {$1200.00} of legal fees and receipt and submission of all the forms required, the company called me and apologized that my loan will require $ XXXX more in fees to keep the promised rate. The promised " guarantee '' was no longer going to be held and company policy has since changed. This bait and switch will cost me {$35000.00} over the life of the loan. The origination agent apologizes over and over again. Promises that a senior VP will call and fix the situation. They never called. XXXX and XXXX XXXX XXXX XXXX  are absolute nightmare 's to deal with and what they did with me is entirely inappropriate. At the end when it was clear that they were unwilling to compensate me for the nightmare in any way other than beat a competitor by {$250.00} in loan fees. I asked for the option to get my processing fee of {$500.00} they said would be refunded in the end. And like that they changed their mind a refused to refund the fee.

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