Consumer complaint received 2020-12-04
Company: AMERISAVE MORTGAGE CORPORATION
State: HI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/20 my fianc and I sent in an inquiry to XXXX and received a call from XXXX XXXX with AmeriSave mortgage. He proceeded to tell us he could beat the other offer another bank was giving us and walked us through an application over the phone. He very pushily had us sign disclosures and pay a {$500.00} application fee which he said would be applied towards to loan at closing. He was able to offer us a competitive 2.375 % interest rate and also said there was a 2.5 % option available as well but insisted the 2.375 % option would be much better for us. When we got the loan documentation paperwork on XX/XX/20 to sign online we could see the closing costs were quite high so we decided to ask for a Loan Estimate for the 2.5 % option. XXXX told us he would put the request in with his other department that handles loan estimates and we would receive an email from them. On XX/XX/20 and XX/XX/20 I sent email requests again for the Loan Estimate and never received any reply. On XX/XX/20 I called XXXX and left a voicemail requesting the loan estimate again with no reply. I again sent an email on XX/XX/20 stating that we would be forced to go with another company if we dont receive the 2.5 % loan estimate. He finally replied to that email and said he would put in a request with the other department again. On XX/XX/20 I contacted XXXX again and stated again that we never received a loan estimate and stated I will be forced to file a complaint with the XXXX  and speak to my lawyer if I dont receive a loan estimate. He suddenly was able to promptly reply on XX/XX/20 with an email saying that the loan estimate was uploaded to our online document center on XX/XX/20 even though we never received any notification of such and even with that timeline it is not within the required 3 days of the original loan application. He had attached the loan estimate in the reply email and when I took a look at it I could see that the monthly principal and interest quote was an incorrect calculation. For a loan term of {$440000.00} at 2.5 % interest the principal and interest payment equals {$1700.00} but on the loan estimate it said {$1900.00}. I responded to XXXX email questioning why the math was incorrect and asking how could we trust his company if they do those type of errors. I also asked that the {$500.00} application fee be refunded and that we would like a corrected lending estimate and a rate lock at the 2.5 % interest rate. XXXX later called that day and left a voicemail claiming that the loan estimate is automatically generated and accusing me in his words as trying to shake us down to get {$500.00} out of them. He later sent an email stating that he had sent multiple lending estimates on my online customer portal and that I was not happy with them when I never received any loan estimates on a customer portal nor received any notification of such estimates being online. He also says he responded to every one of my emails and that is absolutely not true. He said that my emails are becoming threatening which is code language to try to make the customer feel like their frustration is aggressive behavior when it is clearly his negligence he is trying to cover up. I am so enraged by that type of language used against me when XXXX has been completely unprofessional and ignored multiple email requests and had illegally not got a loan estimate back to us within the three business days required after a mortgage application. He has tried to blame the unresponsiveness on another department as well as the inaccuracies of the loan estimate on automation that are very suspect and shady sales tactics used to try to force us into a higher cost loan. Our credit has been impacted in our search for a new refinancing loan since it has been over two weeks since the original loan application and hard credit inquiry and I believe this is another tactic to try to force us into a loan with them. Also having us pay a {$500.00} application fee upfront so that we feel obligated to use their company. I know if this is my experience others are experiencing this as well and want to be sure this type of unprofessional, disturbing, deceitful, lying, pushy sales tactics, and illegal behavior stops.

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