Consumer complaint received 2016-09-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Application, originator, mortgage broker — 
Company: AMERISAVE MORTGAGE CORPORATION
State: NM

Complaint narrative:
I initiated a HARP refinance on my home in XXXX XXXX XXXX, NV, in early XXXX XXXX with a company called Amerisave. I thought the HARP program was supposed to be seamless but this has turned into a nightmare! I have a high credit score of XXXX and I do own enough assets to cover the loan amount of $ XXXX. However, Amerisave has continued to request documents and disclosures from me over and over again that I already submitted ; there are instances in which I have submitted the same disclosures & documents as much as 3 times. My first concern is why Amerisave can not locate documents that I have already submitted to them and whether the information and documents I have submitted is being stored securely. Misplaced documents include bank statements, copies of XXXX 's, and even my " Certificate of Revocable Trust '' which they have requested twice! Amerisave is holding up my HARP loan refinance by requesting the same documents & disclosures over and over again. I believe this is discriminatory action. I do not think the close deadline of XXXX/XXXX/XXXX is going to be met because Amerisave is holding up the process by requesting duplicate documents a & disclosures which have already been provided to them. 
I have provided Amerisave with the signed and notarized legal document, " Certificate of Revocable Trust '' that establishes and certifies my trust exists and that the trust is legally established. Amerisave now wants a copy of the part of my trust that designates the beneficiares and the allocation of the trust assets. I have been informed by my attorney that the only document I need to provide to Amerisave is the " Trust Certificate '' which I have already provided twice! The trust document they are requiring me to submit only lays out how the assets will be distributed upon my death and this is like a last will and testament. I know that a California law was passed in 1993, Probate Code 18100.5 that requires only a trust certificate be provided for mortgage loans. Is there a law that covers the requirement of what documentation is specifically required for a HARP loan? Is a trust certificate sufficient, and all that is required by law, for a HARP refinance? 
Amerisave has requested more documentation, and more diclosures from me than any other lender has in my life! They even requested copies of deeds for properties I already own and requested electronic access to my bank accounts! This company has me extremely concerned because I have submitted so much documentation and information to them more than once, and that they do not seem to have securely stored personal documents and information. The fact that they want a copy of my trust, although I have provided a trust certificate already, has led me to file this complaint! 
I am more than happy to provide, along with this complaint, a copy of my credit report to validate that my credit rating is higher than the average American citizen, and with copies of e-mails to validate that I have told Amerisave that I have already provided documentation to them that they request over and over again! This company seems to be inept and knowing what the HARP loan process is and what the regulations behind the HARP program requires from borrowers. 





My

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief