Consumer complaint received 2022-07-11
Company: AMERISAVE MORTGAGE CORPORATION
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX To : XXXX  ( XXXX  XXXX XXXX XXXX XXXX ) CFPB ( Consumer Financial Protection Bureau ) From : XXXX XXXX ( Home owner ) XXXX XXXX XXXX XXXX XXXX, FL XXXX Dear officers of state and federal government : My name is XXXX XXXX and I am going to write to you asking for your help with a loan originator, Amerisave Mortgage. But before I get into this issue Im going to provide some background information as to why this loan is of utmost importance. Here is the information I had submitted in XXXX of XXXX and happy to say that XXXX XXXX now has an XXXX XXXX XXXX XXXX XXXX. XXXX XXXX is in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in Georgia. Not everyone responded but all were alerted. This is the lead up to my request for a loan : XX/XX/XXXX To : XXXX. XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX XXXX XXXX  XXXX XXXX and XXXX XXXX XXXX, FL XXXX XXXX. XXXX XXXX XXXX XXXX ( Fictitious Names Filing System ) XXXX XXXX XXXX, XXXX, FL XXXX. Internal Revenue Service XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX. XXXX XXXX XXXX and XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX. Florida Department XXXX XXXX XXXX La XXXX XXXX, XXXX XXXX, XXXX, FL XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX From : XXXX XXXX ( Victim of Fake Contractor/ Fraud ) XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX : XXXX Re : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Address as on original contract, XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX : XXXX Hello and thank you for your time. This letter is intended to shed a light on not only my financial misfortune at the hands of allowing this self proclaimed XXXX into my home, but to ask each of you to hold him accountable for knowingly advertising and willfully operating as a XXXX within XXXX XXXX, FL without any proper licensure, professional, or business. I am a victim of XXXX fraud and the XXXX XXXX XXXX Department defines victim as : A victim is a person who suffers direct or threatened physical, psychological, financial harm as a result of the commission or attempted commission of a crime or delinquent act or against whom the crime or delinquent act is committed. 
I met XXXX XXXX XXXX, owner of said company XXXX XXXX, while he was working at a former neighbors rental house off XXXX  XXXX in XXXX. I asked him if he was available to look at my home and possible do some work to install sheetrock and windows as well as replace my flooring. I had secured not only the permit to have my electrical work done but had also hired licensed electricians. He met my electricians and had told them he too was an electrician ; I stayed with the originally hired electricians, as I had hired them first. ( Im thankful for that decision as I now know XXXX XXXX XXXX is NOT an electrician. ) Later, XXXX XXXX XXXX agreed to meet me at my home and presented me a contract as the XXXX. This happened on XX/XX/XXXX to do the work for a total of XXXX, XXXX of which he was initially paid XXXX. We both signed this contract in front of a young woman he said was his wife : I have the original. This initial amount was paid directly to him, XXXX XXXX XXXX, to secure windows that he told me were approximately XXXX. XXXX and the remainder would be put toward sheetrock and supplies. I had purchased all my own tile flooring, electrical supplies and bath vanities and all fixtures as well as my French doors he later billed me for. The next check he asked me to make for XXXX to avoid bank issues and to make it out to XXXX. Both checks were cashed and I still do not have my windows. I also have all text messages and email correspondence to validate everything I claim. 
I had applied for a loan and was having trouble securing it due to my home having been earlier destroyed by a flood. I moved after the flood but I realized the person who had promised me to repair my home right after the flood was the epitome of a con man and fake XXXX ; he is now in jail but had fleeced me for over XXXX and never repaired my home as promised. XXXX XXXX XXXX knew my misfortune and promised he was going to make my home beautiful and do a great job as he advertised Always Done Right. He told me he was not only a XXXX, ( stated in his contract ) but an electrician. So even though my home wasnt in condition to take money/equity out of it, even though I own it outright, I had to invest in it to get it in condition to appraise for a loan. I gave XXXX XXXX XXXX of XXXX XXXX nearly all my money with the promise of being able to move back into it by the end of XXXX when my last rental lease would be up. It didnt happen and I wasnt able to move into it until mid XXXX when my children returned from their summer trip to Montana XXXX 
In a nutshell, XXXX XXXX XXXX, and his Spanish speaking crew from XXXX XXXX, not only did work without a license, they did work that resulted in my upstairs vanity sink falling out and separating from the vanity, removed my flat roof which has now resulted in my sky light leaking, ( I have ample video footage ) ceilings only primed, and windows never installed yet taken apart from the inside leaving me and my children to face drafts and air leaks and may other things still left unfinished. My water bills and heating/cooling bills are exceptionally high even to the point of having to turn my water off in a bathroom because it ran constantly. He had his crew improperly install my toilet and therefore it ran constantly. My home is not finished, in fact it has been a nightmare living in our unfinished home that was supposed to be ready and comfortable at the end of XX/XX/XXXX. I can assure you it is not. I have even received from my home owner insurance that as of XXXX, XXXX, they are dropping me due to the unsatisfactory condition of my home. The XXXX said it wasnt in a condition to continue to insure even though I pay over XXXX per month to maintain insurance. Imagine my anxiety! I am having a difficult time wrapping my head around this and how it should have been a happier homecoming than it has been. I am trying to reconcile what I could have possibly purchased for all the money he got from me and had even asked him to account for what he had done and the cost for that. He sent me an invoice for over {$120000.00} and demand for me to pay and then placed a lien on my home to which I have disputed. I never did get the answer to the question I posed asking to tell me what he had done for all the money he had been given as I know I never got the windows. 
I signed XXXX contract with XXXX XXXX and got a text message one day about a different contract I had never seen or signed. I said Id only ever signed one contract and he then sent me an additional one for over XXXX. I never signed that contract and never would as I didnt have the money or resources to cover that. In fact I have a message telling him to NOT buy things as I wanted to wait for my loan to go though. He would buy things and I would tell him I didnt want them such as interior doors. His greed seemed to have no bounds as the lien he placed on me and my house asked me to pay that egregious amount. He had a lady who represented him, ( I have the voice mails ) threaten me to pay or get a lien or have them show up at my office of employment for payment. I work as a XXXX XXXX for the XXXX XXXX Collector in XXXX so imagine the angst that created for me : to have been calm with that threat. The harassment and threats as well as substandard work, and no windows has made it very hard on all of us. My children and I have risen to meet this with positivity and respectfully ask that you look into this for us and please help make things right. Please hold XXXX XXXX XXXX accountable for what he has done and failed to do ; he is not a XXXX yet acted the part in every way and caused me additional stress and financial hardship by having to redo and repair his inadequacies. He has no license to do the things he did in my home such as even hooking up my gas oven incorrectly which if my oldest son had not smelled the gas, we would have been blown up if Id lit one of my candles. We need your help. 
I did contact my friend, a private XXXX, who did differentiate between a certified XXXX and a fake XXXX ; this illuminated the fact that XXXX XXXX XXXX is not a XXXX but had presented on paper and in person as a XXXX. He advised me to contact the XXXX XXXX XXXX XXXX and file a report to which they sent an XXXX to hear my story, take photos of all documents ( contracts ), and look at my home noting that my windows are rotted out and are in dire need of repair, and most obviously that I had paid for them but did not get them installed or at a minimum left with me after having paid for them. 
As a mother of XXXX children, I have worked very hard to not only instill in my children to follow rules but to note how when rules are not followed, the consequences can be unsettling. I have followed the rules. XXXX XXXX XXXX has not. I paid for products and service yet didnt receive them and not only didnt receive them, my money was taken under the guise of professionalism and integrity. There can be no professionalism and integrity when one is an imposter and ruining the reputations of other legitimate contractors. Those who fake their abilities ruin the trust of people like me who depend on the word of someone especially when in a desperate situation. Please show my children that the rules put in place are there for a reason and that agencies with the power to make things right, actually do. Let them see that justice can be served and doing the right thing always sets one apart for the greater good. I also ask that I see justice carried out as the reason for the rules being put in place in the first place. 
When I met XXXX XXXX XXXX, I was desperate to get into my home after having moved XXXX times in XXXX years trying to get back to our home after it had flooded in XXXX. You can only XXXX my relief when told he could have me in my home at the end of XXXX XXXX You can not XXXX my anguish, anxiety and grief knowing everything he said was not only a lie, but a lie with a smile and promise to help when I was most vulnerable. 
Again, I am asking that each of you look into this mans company ( XXXX ) and employees as none of them spoke XXXX ; he had told me he brought them in from XXXX XXXX after having met them while he did missionary work with them. I now wonder if this is the truth. The facts that he has no professional license or fictitious name and operates out of his home not paying any tax to the city XXXX XXXX, no workers comp insurance and he has performed work in both city XXXX XXXX limits lends itself to being less than credible. 
Please reach out to me if you have any questions as I am eager to talk with you and go over any documents or photos of my home that may help you understand. I look forward to your coming together as the founding agencies committed to making things like this right. 
My report is with investigations at the XXXX XXXX XXXX Department and I am awaiting their reply as to their investigations of all I have discussed, shown, and paid out yet not received. I still have not heard back from them however I appreciate your time reading this and I hope that one less fake XXXX or con man prowls the streets seeking the ruin of ones financial situation especially at a time of great stress, vulnerability, emergency and or hardship. 


Most Sincerely, XXXX XXXX and family Now to the issue with Amerisave. I had first applied for a loan with them, loan originator XXXX XXXX, in XXXX XXXX had my mother as a cosigner and we had problem after problem with them receiving documents which required me or my mother or her accountant to resend many times the requested documents. Bottom line to this first attempt to secure the loan, it stalled because of the lien I had on my property due to a disgruntled neighbor. While the XXXX was removed by the XXXX XXXX, in XXXX, I was still at the mercy of home repairs as is still the case. I reapplied for the loan in XX/XX/XXXX, to which I did it solo. I resent everything requested and again, stall after stall to include being told I had everything in to receiving a text, call or email stating underwriting needed just one more thing. I sent them all financial information to include bank statements, divorce decree with child support information, SS income the children receive, and my salary amount from my job with XXXX XXXX XXXX XXXX. I was even not trusted with what I sent them as they asked me to revisit my divorce attorney, XXXX XXXX, to get a letter stating my child support was accurately reported. I refused to do this as my divorce attorney had been mugged a few years back and lost an eye and I didnt think he practiced law any more. They then required proof of my childrens school grade so I had to provide their report cards proving their grade. I sent old and updated SS income they receive on more than one occasion. I have downloaded the loan paperwork more than 2-3 times and last check it was wrong with errors in several areas. I corrected them stating that if I had signed those documents it was a felony. They were wrong numbers and I caught it thankfully. They made me do another home appraisal even though I had one done in XXXX of XXXX and please note, my home is fully paid for. They have checked my credit several times as evidenced by my credit score. They have been sent all documents requested not just once, but several times and the hold up on their end caused me to run out of time with my home owner ins. Remember my home is still in a situation where repairs are needed such as windows, and a roof, and most importantly a retaining wall before the hurricanes hit. Amerisaves delays became a nightmare for me as with my ins. Even though I had home owner ins through XXXX of XXXX, they required me to provide ins for the XXXX year. So I contacted my agent XXXX XXXX, with XXXX, and we looked for a policy close to what I had. Not to be found as FL had increased all premiums by doubling. They solicited my RCE and I didnt even know what that was until my ins company informed me it was illegal for them to ask for. I sent a message back to them that t he statutes prohibit that request. Everything has changed since I expressed my frustration with them as a loan company. I stated that I had lost faith in them and that my concerns would be addressed with the FL XXXX, and government regulators. I called the governors office and was referred to XXXX  to whom I am making a formal complaint. I believe they are changing rules and denying me my loan based on the fact that I cited I wanted answers. 
So even though Amerisave had repeatedly told me I had everything in for underwriting approval, they are now telling me that my loan can not go though as it was first told to me. Because my home owner ins went up, they have told me that my debt to income ratio is at 51 % and my loan can not continue unless I find cheaper ins or pay off all my debt. I told them that since the only variable was ins, if my mother paid it would that wipe out the debt they are calculating into the equation. They emphatically told me no and that I would have to either pay off all my debt, ( student loan was previously not included but now would be ) or find cheaper ins. There is no cheaper ins because I lost out on being able to get repairs done to get a XXXX pt inspection to get new ins. Ive had several agents on this loan application, XXXX in fact : XXXX XXXX, a female I dont remember her name as I only had her for a couple days even though she assured me she would see my loan though to the end, King- Lakans supervisor no longer working there, XXXX XXXX XXXX XXXX XXXX XXXX and XXXX  XXXX. Ive begged for a supervisor to help to which they delayed and refused finally to give me the VP of customer service. He told me he was surprised it hadnt come across his desk earlier or that he hadnt seen my application before but assured me they were working on it. Ive had my loan cancelled on their end without prior notice, delays, several agents passed off to, and requests for information that have been sent repeatedly. They are now unwilling to give me the loan as it was written because my insurance premium went up and even though that is the only change in circumstances, they still claim it will not be approved unless I find cheaper ins.. There is none. I asked repeatedly if I paid off any of my debts if that would help and they said no because they were already paid off with the loan if approved. But I asked to recalculate and he refused to come back with the only option was to pay off all debt to get approval. They tried to offer an alternative stating that all my debt would be rolled into the loan application and I would receive XXXX XXXX. Originally I was to over XXXX, XXXX. Ive had my loan amount change so many times XXXX cant even tell you what the real number was going to be. Big difference since having told them about their illegal request ( requirement to approve loan ) of XXXX and that I was going to get answers from you. 
This has been a nightmare for me. I need help with this and I feel that they are now denying me based on the fact that I was upfront about reaching out to regulators. I believe that is my right and without help on their end talking with a supervisor to look into the issues Id asked about, I now know it is definitely my only option to get an answer. 
Please help me sort through this as my timeline is ticking. My goal is to get windows and a retaining wall and roof. All these are necessary to avoid further hurricane damage. Their delay and stall antics are hurting me and all insured due to losses I dont want to have. Under the penalty of perjury I affirm and swear that all information I am telling you is true and accurate. I have ample documentation to back this up and I was told also that Amerisave records their conversations so I can provide dates of calls, they can provide conversations unless they chose not to record mine.

Im sure there are things Ive forgotten that will come up and Ill be happy to share them with you. Ive been through a lot in the past four years and the crawl back has not been easy. Amerisave knows my situation. They have taken a hard situation and made it excruciating. Every day I wait for a closing and every day they change something for me. Maybe they will be forthright with you and you can get the answers I couldnt as to why my new insurance changed everything and why if debts or ins was paid the loan only became a mangled mess. Now the only option they give me is to pay off all debt and they have changed my interest rate again and lowered my cash value I can take from my home even though fully paid for. The only variable to change and now I dont know what to do. 

Sincerely, XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief