Consumer complaint received 2024-06-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: AMERISAVE MORTGAGE CORPORATION
State: TX

Complaint narrative:
I was laid off from my job on XX/XX/year>. Within a month, I called AmeriSave Mortgage for Financial Assistance since my mortgage payments were $ XXXX and as a single person, that was hard to do even making great money from my last job. They stated I could request XXXX type of assistance at a time. I requested a Forbearance plan first and they stated to call back every week or so and then I could request another assistance, in which I requested Payment Plans and Modifications. I received a letter from AmeriSave after about 90 days, or XX/XX/XXXX stating because I had denied my Modification offer, they could not assist me. I did not know about a Modification offer and when I called, they told me they would deduct $ XXXX from the total amount, ADD 10 years to my 30 year term and Increase my Interest Rate from 5.75 % to 7 % and gave me XXXX hours to make a decision. Of course, at the time, my house was listed for Sale and I was trying everything to prevent foreclosure. I missed my first payment in XXXX and on XX/XX/XXXX, I received a letter stating I was in Default and if I did not pay the balance due, they would accelerate the full amount of the loan by XX/XX/XXXX. At the same time, I finally was able to speak with a HUD Representative who I spent hours going through everything and she stated per my situation, I met all the FHA requirements for a 6 month Forbearance and to call my mortgage company again to see if I could resubmit a request for assistance/Hardship Letter. 
Each time I called AmeriSave Mortgage, I was told something different, they did not have the same notes ( i.e. my requests for assistance, my unemployment, etc ), so the one person who finally could help me ( on XX/XX/XXXX after I spoke to HUD and received Notice of Default ) stated to re-submit a Hardship Letter. She also stated I was denied Forbearance after XXXX as it stated I was employed, which was never true and they never wrote or told me that! So I stated in my Hardship that I was unemployed, I met all the FHA requirements, and I was requesting a 6 month Forbearance and as a Teacher, I would have sufficient income beginning in the fall to make my payments again. 
I submitted through a portal that AmeriSave uses as well as emailed it to the Assistance department I was told to send it. I received confirmation that they got the letter and were currently reviewing it and would respond upon completion. 
Today, XXXX, I called to follow up with the Representative that was over my case. Supposedly, the representative on my assistance request information was wrong as the information was from Covid and they do not have extensions anymore???? I was also notified that I was DENIED MODIFICATION due to not being 90 days delinquent. I told them I did not submit a request for a MODIFICATION and I submitted a Hardship Letter in which I have confirmation they received. He stated he didnt see the letter, but would change the request to FORBEARANCE and to call in a week. 
My FHA Requirements for a FORBEARANCE is being 61 days or less behind on my Mortgage Payments. At the end of this month I will be past the 61 days. ( 5 days! ) I have received different answers each time I have called. Each person told me something different and did not sound experienced, but confused. They have given me the run around on every single attempt I have made to prevent foreclosure. With the timeframe down to less than a week, I called a lawyer. They stated in would be {$7500.00} to go into litigation with my Mortgage Company, which I do not have. 
I called over XXXX times in the past 6 months asking for assistance. Each time I had to start over. Each time I was denied and they stated they had called me, but did not. And now in less that a week I will not meet the FHA requirements. Every company that I owe money to has helped me with financial assistance. My mortgage and keeping the house was my top priority and AmeriSave did everything they could for me to lose the house and consistently denied any assistance in which I met all the requirements with my loan being FHA and per HUD.

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