Consumer complaint received 2021-09-16
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: AMERISAVE MORTGAGE CORPORATION (OH)

XXXX/XXXX/XXXX To Whom It May Concern, I would like to file a complaint againstAmerisave. I started a refinance process withAmerisavefor 5 properties in XXXX of XXXX and did not close until 5 moths later in XXXX because they have made so many mistakes. During one of the refinance they paid off the wrong loan without having any paperwork for the property. I have contactedAmerisavea dozen times between XXXX and XX/XX/XXXX to address my complaint. I question this companys practices and I would like to have my complaints investigated. 

I started the refinance from XXXX with XXXX XXXX for three XXXX  properties and from XX/XX/XXXX with XXXX XXXX for two XXXX  properties. 

On XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX loan number XXXX was denied after 3 months of waiting. The excuse I got was that the appraiser XXXX XXXX noted one of the 3 units of the property as an accessory unit, even though it was not. I spoke with the appraiser andAmerisavestrongarmed him to note it as an accessory in his report even though he did not note it that way originally. The appraisal took place XX/XX/XXXX yetAmerisavedid not deny the loan until XX/XX/XXXX, almost three month later. I rebutted the decision but I never got a response. I finally refinanced it with another company but by waiting 4 months forAmerisaveto close the loan I lost months of lowered payment. 

Because the company took 5 months to process the loans I could not lock the rates hence the points went up, causing the loan to cost extra in points on 3 properties. XXXX XXXX XXXX XXXX XXXX XXXX  XXXX {$790.00}, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX {$520.00} and XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$380.00}. To make matters worse, days before signing I had multiple conversations with XXXX XXXX and XXXX XXXX about thepoints and even though we had an agreement regarding the points, the final disclosures did not reflect the agreed points. I escalated things to the manager XXXX XXXX who said he asked for another pricing exception from the pricing desk and would follow up with me, but he never did, so I was forced to sign the paperwork as it was, or risk delaying or even cancelling the loan. 

But to top it all, one of the properties I refinanced XXXX XXXX XXXX XXXX XXXX XXXX XXXX was not paid off. The funds were wired to pay off another property I own but I WAS NOT REFINANCING! The loan that was supposed to be paid off was XXXX XXXX with XXXX XXXX XXXX number XXXX. WhatAmerisavepaid off was withXXXX forXXXX & XXXX XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX, a property that we did not have ANY paperwork for to be refinanced. There was NO application for XXXX XXXX, no paperwork, no appraisal, nothing. During the signing for XXXX XXXX we did notice one page referring to XXXX XXXX so we contacted the loan originator XXXX XXXX letting her know that this page was mistakenly in the packet and we are removing it. However, whomever processed the loan transfers did not go by the packet that was signed. So XXXX XXXX XXXX XXXX XXXX XXXX  XXXX was not paid off, and a property that I did not want to refinance, XXXX & XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, had been refinanced without my permission or approval! I contacted XXXX XXXX in panic on XX/XX/XXXX when I found out from the lender that the wrong loan was paid off. 

One would think this is a serious matter enough forAmerisaveto take action immediately to rectify matters, but nothing has happened. I finally got a call from XXXX XXXX from XXXX XXXX XXXX on XX/XX/XXXX letting me know that I had to contact XXXX requesting that they accept the reversal of the pay off. After many communications with the lenders and to the title company, the payoff was reversed and the loan on XXXX was finally paid off on XX/XX/XXXX. However, Amerisaveor the title company never sent me the updated closing disclosures. I had requested an updated closing disclosure numerous times but was never given one.Amerisavetells me that the title company needs to give me that and the title company tells me that they cant provide an updatedClosing Disclosure as this is a lender created document and they only have a settlement statement. However, their settlement statement only shows the amounts that were paid off, not how it was recalculated. As a borrower I should be entitled to a final closing disclosure that outlines the differences betweenXXXX, XXXX when I signed the original paperwork and the paperwork the amount was calculated on for the XXXX XXXXpayoff. Given the time between those dates, the numbers would have been different. 

In the meantime, Amerisavekept harassing mebecause they did not update their systems noting the wrong mortgage payoff and weresending meNotice of Default under the Note and Mortgage, Deed of Trust or SecurityDeed held byAmerisaveMortgageand threatening me if I did not pay the XXXX payment on XXXX, which property they did not even pay off and I continued paying the mortgage for to XXXX.Amerisaveforced me to pay the mortgage stating that until the paperwork clears out their system will continue showing this as a delinquent account. So I paid it even though they did not have the loan and I was already paying the mortgage to the mortgage company I had the loan with. They want me to pay a late fee of {$54.00} paying the mortgage payment late when they did not have the correct information, took me ages to try to explain that they do not have the loan and why I did not pay the payments. I got a call on XXXX from XXXX stating that the VP of Disbursement agreed to pay the XXXX payment and it will be posted to my loan. I never received confirmation of the post and on myAmerisavemortgage history it still shows that they have been servicing the loan since XXXX with the incorrect numbers, when in fact they did not have the loan at that time. 

As I noted at the beginning I attempted to resolve this issue withAmerisavesince XXXX but my complaints were never investigated. I contacted the company numerous times including the loan officers on XXXX, XXXXcustomerservice@amerisave.comand I got assurances from XXXX XXXX that my complaint was being reviewed, XX/XX/XXXX I copied the executives XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX and I was assured by XXXX XXXX that my complaint is going to be reviewed by management. XXXX I followed up withcustomerservice@amerisave.com, XXXX XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX and XXXX again with the executives and customer service. I received notifications dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX XXXXAmerisaveacknowledging the complaint. One XX/XX/XXXX I finally got a secured email from them stating that per their RESPA they are allowed 30 days to respond and that they are not affiliated with the loan origination process or refinance services ofAmerisaveMortgage Corporation and unable to assist me. On XX/XX/XXXX I asked for the information of the department I can file my complaint with and they responded XX/XX/XXXX that they will not be reviewing my inquiry. I have asked the myriad of people I talked to atAmerisavehow to file a complaint and was XXXX@amerisave.comas well as the customer service people responded to my complaints reassuring me that it will be reviewed. So I find it interesting that after months of complaining I get a notification stating that whomever reviewed my complaint is actually not affiliated with the loan originationprocess or refinance services. Then why did they get my complaint, why the complaint was not sent to the right department, why would the person reviewing not forwarding my complaint to the right department? My last attempt was on XX/XX/XXXX letting them know that I am filing complaints against them. 

The 7 months between XXXX of XXXX when we started the refinance and XXXX when we were still discussing the XXXX mortgage payment issues caused me incredible amountof stress, tons of time, and a lot of losses. Given that the refinances took 3-4 months on the 5 properties I set to refinance, I lost at least 2-3 months worth of lower payments on 5 properties and lost opportunity as I had plans for the money I was pulling out of these refinances.