Consumer complaint received 2021-12-30
Company: AMERISAVE MORTGAGE CORPORATION
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I escrow for taxes and insurance with AmeriSave Mortgage Corporation. I received notice from my homeowner 's insurance company XXXX XXXX XXXX ) that my homeowner 's insurance had a lapse in coverage ( coverage end date of XX/XX/XXXX ). As of today, XX/XX/XXXX, I checked my statements with AmeriSave and noticed it showed as paid ( as of XX/XX/XXXX ). I called XXXX XXXX at XXXX central time and spoke with an amazing representative ( XXXX XXXX. She indicated that she could work with the Underwriter to get my policy reinstated, but it would likely require at minimum a partial payment. We got off the phone, so the XXXX representative could put together a case with Underwriter. The representative ( XXXX XXXX called me back immediately and promptly indicating that my policy was reinstated with approval of a partial payment. I provided the XXXX representative a payment for {$400.00} via debit mastercard on XX/XX/XXXX at XXXX central time and was told I'd receive a new declaration page, invoice/receipt copies, etc. via email within the next hour confirming reinstatement of my homeowners insurance. 

At about XXXX : XXXX central time, I called AmeriSave Mortgage Corporation. After receiving multiple prompts, and being forwarded to the insurance department, I was able to speak to insurance department staff at about XXXX central time. During this time, I provided the information to her regarding nonpayment of my insurance payment. She indicated a check was sent, so she'd need to confirm whether or not it was cashed. After waiting for her to confirm, she got back on the line and indicated that AmeriSave was just notified as of XX/XX/XXXX that the check was not cashed. She said she'd cancel that check and issue a new one. 

Because of the insurance lapsing, and that I wanted to be refunded by XXXX as soon as possible my payment made today, I asked the AmeriSave insurance department person if I could provide her with an overnight address I received from Progressive that a new check could be issued to. She said yes, and took the address of XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. I asked her if there was a way I could have a copy of the check number or some sort of confirmation. She indicated that it would not be overnighted until Tuesday of next week. 

My concern and/or issue, is how does a mortgage company that is already holding your funds in escrow, now also hold my money for hostage until Tuesday when they are ultimately now responsible for payment not completed? Also, I've provided duplicate payment in the amount of {$400.00} to ensure my insurance was reinstated. I can not receive that money back from XXXX until after they are provided my full year payment from AmeriSave. Why would my payment to ensure I receive my overpayment back timely AND that my insurance premium is paid since it's now lapsed not be sent overnight effective today or tomorrow, XX/XX/XXXX? Federal observation for XXXX XXXX XXXX is on Saturday, XX/XX/XXXX. I've had XXXX XXXX since I originally bought my home 9 years ago, and with my prior mortgage company, I've never had an issue with my insurance being paid. I refinanced with AmeriSave, and the first year I've entrusted their payment of my escrow accounts, they caused my insurance to lapse.

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