Consumer complaint received 2022-03-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: AMERISAVE MORTGAGE CORPORATION
State: FL

Complaint narrative:
To Amerisave Mortgage Corporation XX/XX/XXXX I hate to truly be the type of person who sends letters of complaint but at this point I have no other recourse. 

I decided to refinance with Amerisave in XXXX and finalized it in XXXX, at first we saw savings and we were happy with our decision but it wasnt until XXXX of XXXX when things changed. In XXXX of XXXX I received a letter from Amerisave that a lender windstorm insurance policy was implemented. I immediately called Amerisave and was told that it would be pro-rated once proof of coverage was done. I then called and secured an insurance policy with XXXX XXXX, but unfortunately it took a month to take effect. I received an email in XXXX that Amerisave had paid the policy yet when I received XXXX bill I noticed that it was not updated correctly. I called your mortgage online and they stated that they would take off the whole {$10000.00} For the Windstorm because I provided proof the Loan originator and Underwriter failed to add the policy to escrow when I had actually provided them the Windstorm policy. I then continued to make contact to clarify the situation and continued getting the run around, and that I was responsible for the lender policy since XXXX until XXXX. I then explained to the agents and supervisors that I had only found out about the lapse of insurance in XXXX of XXXX and how are they going to charge me for something in which I was never notified. 
I then gave up on the fight accepting my unjust defeat for approximately {$2600.00} and inquired as to how much my monthly payment was and then I was notified that there was a miscalculation done by Amerisave in terms to the escrow account in which my mortgage will now be approximately {$1100.00} more a month. 

Amerisave also sent an additional payment to the XXXX policy on XX/XX/XXXX, which had already been paid in XX/XX/XXXX. Amerisave had to put a stop payment on that check. Another mishap on my escrow account.

Amerisave has destroyed all my familys hard work and dedication in securing my familys financial stability. I reached out to the loan processor with whom I have email proof that I provided him the XXXX insurance policy while refinancing and he told me to handle the situation with your mortgage online. 

I then called Amerisave in order to get the correct shortage amount and sent a payment of {$6800.00} to cover the overage accompanied with a request to close my escrow account with them which they denied because the Lender had to implement coverage. Mind you the coverage was paid in full and was a completely by fault of the lender that my coverage had lapsed in the first place. They will not allow me to speak to anyone who has authority to make the decision and I just continue to be placed in a loop with no resolve. This loop is costing my family thousands of dollars and we have been spending our savings. We have a XXXX year old daughter and a son on the way. 

Amerisave has completely negligently mishandle my mortgage loan and this whole mess has caused a hardship on my family. I called the VA to report the situation and they referred me to CFPB.

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