Consumer complaint received 2025-06-06 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
I was enrolled in flex trial payment plan for loan modification. I had to make payments XXXX for {$3200.00} by the end of each month. I made each of those payments, the final payment being made on XX/XX/XXXX via phone and procesed on XX/XX/XXXX. I was told via phone that with my final payment being made the loan modification process would go through. I then received a packet to start another loan modification with a start date in XXXX. I called in XXXX to make that payment via phone, but the payment was refused and I was told that I was no longer in the loss mitigation program. I was also told that I needed to send proof that I had made all of the payments under the flex trial payment program because they did not have records of the payments from the bank. 

Here is what I sent to the research proxy and the loss mitigation department to show proof that I completed each of the flex trial payments : Hello, Per our recent phone conversation, Im following up to submit proof that I successfully completed all three Flex Trial Loan Modification payments for the months of XXXX through XXXX. 

I was specifically asked to provide confirmation that the second trial payment cleared my bank account, as your records did not reflect it. Please find that documentation, along with all other relevant materials, attached to this email. 

Summary of Payments : XXXX Payment : {$1800.00} via ACH debit on XX/XX/XXXX {$1400.00} via mailed check dated XX/XX/XXXX A letter was enclosed explaining the split payment and the inclusion of a voided check to represent the ACH debit, along with the trial payment coupon. 

XXXX Payment : {$1800.00} via ACH debit on XX/XX/XXXX {$1400.00} via mailed check on XX/XX/XXXX Both were mailed with a written explanation and a copy of the bank-cleared ACH debit. 

I was informed by phone that only {$1400.00} was received, but as the attached photo shows, the full payment was submitted. 

There was a noted mail delay, but it was confirmed delivered before the end-of-month deadline. I was also informed that mailing in the trial coupon was not necessary. 

XXXX Payment ( Final ) : {$3200.00} paid via phone on XX/XX/XXXX, after receiving correspondence dated XXXX ( received around XX/XX/XXXX ) indicating a new trial period. 

I called for clarification and was advised that this was the final payment for the original Flex Trial. I was also told Id receive written confirmation that the loan modification was complete and that the trial terms would be made permanent. 

However, I never received that confirmation. When I attempted to make the next payment in XXXX, it was rejected, and I was told I was no longer in the program due to an alleged shortfall in the second payment. Additionally, I was told that AmeriSave could not locate my payments and that Id need to provide proof, which Ive now attached. 

Attached Documents : Photos of all checks and ACH transactions Written correspondence sent with payments Bank proof of cleared ACH debits I understand there were other topics discussed during our conversations, but Im focusing here on resolving the issue of payment confirmation, as requested. 

Please confirm receipt of these materials and advise on the next steps. I appreciate your attention to this matter and look forward to your response. 

Best regards, I have made several contacts with the loss mitgiation company to resolve this issue and have them properly account for the payments I made, as well as reinstate me to the loss mitigation program. I have been given contradicting information when contacting the company and was last told that I would hear back from a manager. However, that has not happened. Below is a summary of my communications with the company. I have also sent in pictures of the checks written and cleared from my bank along with the trial payment coupons that were mailed in to comply with and complete the loan modification process. 

XX/XX/XXXX : I spoke with loss mitigation representative XXXX XXXX and expressed concern about receiving a notice in the mail that I had not been in contact with AmeriSave mortgate regarding my loan. I inquired about my status in the loss mitigation process. This was based on a previous call where I was told that I would be reinstated into the loss mitigation program. I explained to the representative that I made the three flex trial payments to fulfill that obligation with the final payment being made in XXXX ( XX/XX/XXXX ). Wherein I was told that I would receive written notice that the loan modification process was complete. I did not receive any written notice. However, I had received another flex trial offer in the mail with a start date in XXXX and when I called to make those payments, my payment over the phone was refused. The representative looked into the matter. She stated that she did not see my active status in the loss mitigation program any longer and that she would contact her boss and someone would give me a call back. She confirmed that I was removed from the loss mitigation program due to the 2nd trial payment not being completed. However, she also noted that it showed that my final payment was processed on XX/XX/XXXX and there was a note that stated I completed the flex trial payment period. Then on XX/XX/XXXX, there is another note that indicates the second payment was not received and I was removed from loss mitigation on XX/XX/XXXX. She stated she did not have a record of me calling back in. I provided her with the date and the initials of the person I spoke with. She was then able to see a record of me calling in, all of my information being collected to resume the loss mitigation program, but no other information in the system. She placed me on hold several times, then told me she would discuss this with management and I would hear back from someone. She also told me that I needed to send in proof of payment clearing from my bank to AmeriSave because they could not see it on their end. She also told me to contact HUD for assistance. This call lasted for 51 minutes and 38 seconds. 

XX/XX/XXXX ( 47 minutes and 12 seconds ) : I spoke with XXXX XXXX in Loss mitigation. We reviewed the history of my status in loss mitigation. The following was confirmed : -- XXXX I was moved out of loss mitigation due to missing the second trial payment ( due in XXXX ), actual removal occurred on XX/XX/XXXX -- Research proxy confirmed that there was no bad check activity on my account ; however, those notes are still erroneously in the system -- The final trial payment of {$3200.00} was made via phone on XX/XX/XXXX, this is confirmed in the Amerisave system and there is documentation on XX/XX/XXXX that the trial period is complete. 
-- I asked why were none of the payments I made being applied to the loan. I was told that payments have been received, but they are in a suspense account. 
-- I requested an accounting of all of the payments I'd made to Amerisave from XX/XX/XXXX until present because I've made payments via ACH debit, mailed in check, and over the phone. I was told that information would have to come from a different department and XXXX is unable to see the payments I've made thus far in their system since I'm not in loss mitigation at the moment. 
-- XXXX then told me that she would resume the loss mitigation process with me and asked me a series of questions. She then told me that I am placed back in the system and I should receive something in the mail shortly. 
-- She also provided me with the email for the research proxy to send proof of payment in XXXX to. 
-- I requested to speak with the manager XXXX. I was told that he does still work there ; however, unless he places a note in the system, I can't speak with him directly or be routed to him, even if I have his extension. 

XX/XX/XXXX : I called three times but kept being sent to voicemail because the calls were backed up. I left a vm for a return call XX/XX/XXXX : I called three times and expressed that I wanted to make a payment over the phone for XXXX. I left two voicemails as I kept getting re-routed after being placed on hold. 

XX/XX/XXXX : I called but was sent to voice mail because calls were at a high volume. 

XX/XX/XXXX : I called twice but was sent to voice mail XX/XX/XXXX : I was sent to voice mail XX/XX/XXXX : Sent to voice mail XX/XX/XXXX : Sent to voice mail XX/XX/XXXX : Sent to voice mail XX/XX/XXXX : Left a voice message stating I wanted to make a payment and requested a call back XX/XX/XXXX : Left a voice message stating I wanted to make a payment for the new flex trial period and requested a call back. 

XX/XX/XXXX : Called loss mitigation and asked how much I owed as a payment. I was told {$3200.00} was due. I paid that amount over the phone. The representative told me this was my final payment for the flex trial period and that my future payments would be {$3200.00} from here on out. I was told that I should receive something in writing indicating that the trial payment period is complete and the loan modification will take effect. 

XX/XX/XXXX : I called and spoke with XXXX XXXX a manager for loss mitigation. I explained to him that I was confused about my status on the loss mitigation program because I was accused of having a returned check for XXXX payment. However, I did not write a bad check. Amerisave cashed a VOIDED check ( clearly marked and without a signature ) and my bank caught the error and flagged it as fraud. The funds from that voided check in the amount of {$1800.00} were drafted from the account via ACH debit, which was also written on that voided check. I also informed him that I'd submitted evidence of this error the the research proxy via email and I received acknowledgement of my response on XX/XX/XXXX ; however, I had not received any follow-up indicating any action. XXXX apologized for the inconvenience and told me that I would be continuing in the loss mitigation program. He also told me that if I had any other problems to call him back directly. 

XX/XX/XXXX : I received a call from the loss mitigation representative asking me about my payment for the month of XXXX. I told her that there was an ACH debit for {$1800.00} from my account for the first part and the remaining balance has been placed in the mail with the trial payment coupon, as the terms indicated. She informed me that there is a delay in the mail being delivered and that I could make payments over the phone. I expressed my confusion over how I could make a payment over the phone if I have to mail in a trial payment coupon. She stated the coupons aren't necessary. She told me it was important to receive my payment by the end of the month. I told her that I could stop payment on the check that I'd written and mailed and I could pay her over the phone on that day. She told me not to stop payment, but to wait and see if my payment came before the end of the month. If the payment had not been processed by XX/XX/XXXX, she encouraged me to call back. I also told her that I had a picture of the check and a printout of the ACH debit that I'd placed in the mail and I could email that in to show proof of payment.

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