Consumer complaint received 2025-08-05 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: CA

Complaint narrative:
CFPB Complaint AmeriSave Loan Modification Mishandling 1. Background and Flex Trial Payment Plan Summary I was enrolled in a Flex Trial Payment Plan for loan modification with AmeriSave from a package dated XX/XX/XXXX. I was required to make payments of {$3200.00} due on the first of the month for XXXX, XXXX, and XX/XX/XXXX. I completed all three payments : - XXXX : {$1800.00} ACH debit on XX/XX/XXXX and {$1400.00} check mailed on XX/XX/XXXX ( total : {$3300.00} ) - XXXX : {$1800.00} XXXX debit on XX/XX/XXXX and {$1400.00} check mailed on XX/XX/XXXX ( total : {$3200.00} ) - XXXX : Full payment of {$3200.00} made by phone on XX/XX/XXXX, processed XX/XX/XXXX I was told verbally that this final payment completed my trial plan and that I would receive documentation confirming permanent modification. Instead, I received a new trial plan with an XXXX start date. When I attempted to pay in XXXX, AmeriSave refused my payment and informed me that I was no longer in the loss mitigation program due to a missing XXXX payment. 

XXXX. Proof of Payments and Documentation Submitted AmeriSave claimed they had no record of my XXXX payment, despite my bank showing it cleared. I sent detailed proof of all payments and bank confirmations to both : - XXXX - XXXX I submitted this documentation multiple times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX but never received a returned email response or confirmation. 

XXXX. Repeated Contradictions and Communication Failures Over multiple calls ( which Ive documented by name, date, and duration ), I received conflicting information : - I was told the trial plan was completed successfully ( XX/XX/XXXX note ) - I was later told the second payment was missing ( contradicted by proof I sent )- I was offered a second trial plan in XXXX requiring XXXX payments by XX/XX/XXXX - When I tried to pay, I was told my account was under review and no payment could be accepted I also received multiple voicemails, system reroutes, and unreturned calls between XXXX and XXXX, despite my persistence. 

XXXX. New Issue : Payment Refused and Blamed for It I called AmeriSave on XX/XX/XXXX to make the four new payments. I spoke with XXXX, who said I was not allowed to pay because my file was still under review. I requested a payment link they refused. Later, AmeriSave told my HUD counselor that the offer expired because I failed to pay by XX/XX/XXXX even though they refused the payment. 
XXXX. Companys Contradictory Written Response In a letter dated XX/XX/XXXX, AmeriSave stated : Our Trial Payment Monitoring team made an exception and determined all Trial payments are received and will work with you regarding loan modification assistance. 

This was directly contradicted by their representative on XX/XX/XXXX and by their response to my HUD counselor on XX/XX/XXXX. There is clear internal confusion and no consistent process for resolving these discrepancies.

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