Consumer complaint received 2021-12-09
Company: AMERISAVE MORTGAGE CORPORATION
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/, 2021 I reached out the Amerisave Mortgage company via phone call. I handle all of my mother 's financials. During the call I requested that XXXX  be removed from her mortgage because we have met the threshold for removal. I also requested that they do an escrow reanalysis because her current escrow includes property taxes. However, due to her age, the state of Alabama provides a waiver on the collection of property taxes. Therefore, her bill is {$0.00}. I was told to submit an e-mail with the tax exempt notice, account number, address, name and I also included a written request ( verbal request was completed on phone with representative on XX/XX/XXXX ) requesting a reanalysis to remove since taxes are no longer required to be paid. The company responded back immediately stating they had received the documents. 

Since XXXX XXXX 2021, I have contacted Amerisave Mortgage Company multiple times : 1. Wednesday, XXXXXXXX XXXX, 2021 2. MondayXXXX XXXX  XXXX, 2021 3. Monday, XXXXXXXX XXXX, 2021 2 additional times contact was made with Amerisave Mortgage Company between XX/XX/XXXX and XX/XX/XXXX that were not noted. 

The mortgage company has refused to complete a reanalysis of the escrow account. I have spoken with several call center representatives, managers, and a supervisor. All of the previous representatives have consistently stated the analysis would take place. I am having to pay an additional amount of money each month now that is not needed and has been requested to be removed. The excess in escrow as well as the monthly escrow amount I am continuing to have to pay is not being used effectively to better my financial situation. I could be earning interest or investing this money for my benefit, but Amerisave Mortgage Company refuses to address the problem. 

The company is now stating they are " not allowed by law '' to complete a reanalysis of my escrow until all Mass reanalysis has been completed which according to the supervisor I spoke with today, is in 60  days. According to regulations that I have found online my request via phone and subsequently as well in writing should have been acceptable for a reanalysis to be completed given the change leading to a property tax exempt status. 

My original request and all needed documentation was submitted XX/XX/XXXX and now almost two months later I am still actively trying to have a reanalysis completed. The representatives and supervisors that I have spoken to in the past have all been very sympathetic to the situation and have all agreed I have done nothing wrong and have tried to assist me in completing my request. I have requested that I receive a call back from someone with amerisave regarding my escrow account, but have been told on numerous occasions that they will not call. It is strictly an in-call communication method therefore forcing me to constantly call back to get updates and to follow-up with the request. However, the last representative, supervisor and manager spoken to have lied stating a request can not be made, lied stating a regulation regarding timing of the request, and therefore left me no other option than to file a complaint. A period of two months is enough time for a request to be completed, but this request is not progressing and ultimately impacts me financially.

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