Consumer complaint received 2022-07-18
Company: AMERISAVE MORTGAGE CORPORATION
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband and I received a preapproval from AmeriSave in early XXXX of 2022. Day later we made an offer on a home in XXXX  ( while living in XXXX  ), and our offer was accepted on XX/XX/2022. We spent dozens of hours completing requests for documentation from AmeriSave, our lender, which we were happy to do. In early XXXX, we received word that the offer letter used for preapproval was not valid, as I would not be beginning my new position until approximately three weeks after closing. During the preapproval process, we were told multiple times that the offer letter for new employment would be used as income as long as I began the position within 30 days following closing. Closing was set for XX/XX/2022, and the position began XX/XX/2022 ( position at a XXXX XXXX therefore begins when the XXXX XXXX starts ). We were confused that the policies had suddenly changed. As we continued through the process, we were also informed that my husband 's income would not be valid, as he had not been at his job long enough. We relocated from XXXX  to XXXX  during this time, and are still staying in town with family. Our loan processor, XXXX XXXX, did not returns calls or emails from me, my husband, or our realtor for multiple weeks. Calls were also not returned by XXXX 's supervisor. On XX/XX/2022, we still had not heard back from AmeriSave, and therefore submitted a request for our VA loan to be transferred to another lender. At this time, we were approximately 5 days from our closing date and could not get in contact with anyone from AmeriSave. After sending the request, I immediately received a call from XXXX XXXX, whom I soon learned was our " new '' loan originator ( changed from our original loan originator ). We were never made aware of this change prior to this conversation. XXXX proceeded to inform me that my offer letter was valid and would be used as income after all, as well as verbally promised that our deal would be done by the original closing date. I requested a final answer regarding loan approval, and he informed me that he'd have a response by end of day ( XX/XX/XXXX - 5 days prior to close ). After not receiving a response, I followed up via phone and email on XX/XX/XXXX at approximately XXXX XXXX. I was told I would have a response in 1-2 hours. I never received a call from XXXX. I left several voicemails and an email. I received an email later that evening stating that I would have a response by Sunday ( XX/XX/XXXX - 3 days prior to closing ) or Monday morning ( XX/XX/XXXX - 2 days til closing ) at the latest, and not to transfer the case to another lender. I received no communication on XX/XX/XXXX or XXXX. On the morning of XX/XX/XXXX, I left several messages and sent emails to the team requesting an update, as the lender still had not sent out the appraiser for final walk through ( repairs had been finished and communicated for two weeks prior to this date ). I have not received any calls or emails back from members of AmeriSave, and essentially was " ghosted '' by the team less than 48 hours prior to closing. Not only did this significantly impact my husband and I, but the sellers of our future home were also set to close on their new home on XX/XX/XXXX, and the lack of communication pushed everyone 's closing ( a domino effect ). AmeriSave was not cooperative when I asked again for my VA loan to be transferred, so me and my new lender had to contact the VA directly to " override '' AmeriSave. AmeriSave dropped the ball, refused to transfer our loan, and ultimately left us high and dry/displaced in a new state less than 48 hours before our intended closing.

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