Consumer complaint received 2020-12-14
Company: AMERISAVE MORTGAGE CORPORATION
State: RI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I have unresolved issues with this mortgage company that I refinanced with. I have made several attempts to contact them via texts, emails and phone messages but to only get no response. 
I began the refinancing process with XXXX XXXX from AmeriSave Mortgage back in XX/XX/XXXX. It took 4 months to close ( on a simple uncomplicated refi ) and was plagued with delays, miscommunications and poor communication. My emails and phone messages would often go unanswered for days if at all. 
Finally, the closing was scheduled for XX/XX/XXXX. A notary public was due to come to my house at XXXX to do the closing. I was given the closing disclosure to review on that day at XXXX. When I reviewed it I had a few questions : ie. why disbursement date was for XX/XX/XXXX and not XX/XX/XXXX? Why am I getting back {$3900.00} when I was told I couldnt get more than {$2000.00}? etc. I was concerned that when they paid off my current mortgage on the XXXX that it would include a late fee because it was being made after the XXXX. So I wanted clarification of this disbursement date. I notified my loan processor, XXXX XXXX, that I had questions via text, email and messages on her phone. I was getting anxious because she was not getting back to me and the closing time was getting close. I finally got an email from her at XXXX stating she will call me at XXXX. I waited by the phone for that call and it never came. I called, texted and emailed her but I NEVER HEARD FROM HER AGAIN! 
The notary public came to do the closing but obviously couldnt answer the questions I had. I ended up closing although I felt very uncomfortable doing so seeing I still had unanswered questions. 
After the closing, the actual disbursement occurred on XX/XX/XXXX which caused a {$53.00} late fee from my original mortgage company. I was charged an {$18.00} wiring fee ( for payout money that was coming to me ) that I was never informed about. Had I know that would occur I never would have agreed and just simply waited for a check. 
Then on XX/XX/XXXX I got a text from a XXXX XXXX saying he is going to be my loan processor. I thought it was very odd because I had already closed. When I texted him back I got a generic message saying he was out of the office. And on XX/XX/XXXX he sent me an email saying there was an inadvertent error during the closing. When I sent him emails with questions I only got out of office emails back. 
Several days later I got a call from a woman ( I believe her name was XXXX or XXXX ) at AmeriSave regarding a negative review I had given. I had received a survey from AmeriSave and filled it out. Anyways, I explained to this woman all the issues and lack of responses I have had. She said she was going to have her supervisor reach out to me in the next day or two. I have never heard from the supervisor or her again! And that was over three weeks ago. 

I am very frustrated with this company. I am shocked at the level of unprofessionalism and disregard for their customers. This has been a major hassle and time consuming! 
I have many emails and texts to corroborate my statements.

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