Consumer complaint received 2025-08-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: AMERISAVE MORTGAGE CORPORATION
State: NJ

Complaint narrative:
Dear Complaint Departments, In the month of XX/XX/XXXX I applied with XXXX mortgage companies for a HELOC Loan. At the time I chose AmeriSave Mortgage. I was given a cancellation letter and told I had 3 days to cancel after signing. The closing date was on XX/XX/XXXX. A XXXX XXXX XXXX came to my home and explained the paperwork page by page. When she handed me the check it was not the amount I was told that I should be getting from my processor XXXX XXXX. I called XXXX XXXX immediately while the notary patiently waited. I asked XXXX XXXX about the closing check to which she explained that I had 2 months where I wouldnt have a mortgage, and credit card bills since everything would be paid off, so thats where the extra funds would come from. I told her that wasnt enough. She then told me that I could still sign in case the other loan didnt workout and I would have 3 days to cancel. 
On XX/XX/XXXX I decided to cancel. I called XXXX XXXX my broker but it went straight to voice mail and I left a message. I then called my processor XXXX XXXX, which also went to voice mail and I left a message. XXXX XXXX called me back on the XXXX of XXXX. I told her I cancelled on the XXXX and thanked her. 
On XX/XX/XXXX I came home and found a XXXX  XXXX on the porch. I opened it to find checks and a letter from XXXXXXXX XXXX XXXX  Immediately I called XXXX XXXX XXXX and spoke with XXXX XXXX and told her the loan was canceled on the XXXX. I asked her if she wanted a copy of the letter and she said no. I also asked her what to do with the checks, she told me to shred them. I told her I didnt feel comfortable shredding the checks so Im mailing them back with a copy of the cancellation letter. Then I called XXXX XXXX informing her that checks came to my house by XXXX  XXXX 5 days after I canceled the loan on the XXXX of XXXX. She looked up my loan and told me it was canceled in her system so no checks should have been issued. I told her I was mailing the checks back to the XXXX XXXX XXXX. 
Every time I called XXXX again to talk about the account the calls went to voicemail. XXXX NEVER called me back. There is a time lapse because I went into the hospital. While in recovery from XXXX I proceeded with phone calls to XXXX on XX/XX/XXXX around XXXX I spoke with XXXX XXXX explained the situation to her. She told me to try and call my broker XXXX. I told her the calls kept going to voice mail, and hes not returning my calls. She then gave me the phone numbers to the XXXX XXXX XXXX at the XXXX XXXX XXXX and the banking dept XXXX. All I got was voice mails. I called back at XXXX on XX/XX/XXXX to find out from XXXX XXXX XXXX in the customer service depart. if the loan had been cancelled only to learn there were XXXX loans under my ssa number the original loan # XXXX for $ XXXX, and the second # XXXX for $ XXXX. This shocked me since XXXX told me I only qualified for $ XXXX. Now XXXX calling for XXXX issues. XXXX XXXX transferred me to the XXXX XXXX so we could get to the bottom of this. I appreciated her help. 
Ive been bounced around from customer service to XXXX to XXXX XXXX XXXX with no resolve. On XX/XX/XXXX, XXXX took my call at the XXXX XXXX and was the only person that gave me information. He told me that a wirer went out on XX/XX/XXXX to XXXX Bank but on his side the account was closed so he couldnt give me any more information. 
Still on XX/XX/XXXX after numerous calls trying to get answers I spoke with XXXX XXXX at XXXX and she was NO help. She kept saying that everything was outside her scope. At XXXX I called again and spoke with XXXX XXXX who also referred me to the Acceleration Department . This time I left a very detailed message. I informed them I would be reaching out to the Banking and Insurance Commission. It took all of this to finally get a call back from XXXX XXXX XXXX in the Acceleration Department, who had me retell the story and assured me she would clear this up by the end of day on XX/XX/XXXX. I had XXXX more calls from XXXX XXXX who told me they were working on it. Then the second time when XXXX XXXX called she stated that because I accepted a payoff check the account was still open. I informed XXXX XXXX that every check sent to me was returned unsigned by me to XXXX XXXX XXXX, and that her company issued a wire after the cancellation letter to which I knew nothing about until I got papers in the mail from XXXX XXXX. She told me she would call me back after further investigation. Never heard from either XXXX XXXX XXXX, or XXXX XXXX. 
Today is Tuesday XXXX of XXXX. I emailed XXXX XXXX XXXX this morning to ask for an update and Im still waiting on a reply. I called AmeriSave and spoke with XXXX XXXX at XXXX to see if she could transfer me to XXXX XXXX XXXX the Acceleration Dept. She said no but she could get me a supervisor. I then spoke with XXXX XXXX who told me there was no report in her department on my address so she would start XXXX. I explained to her there should be XXXX from XXXX XXXX XXXX dated XX/XX/XXXX. She told me she would start XXXX. This has been nothing but a delay, and stall tactic. 
All I needed was for them to recalculate the loan minusing the checks I sent back, give me a payoff so I could move forward. They have been very uncooperative, evasive, confusing, and very unfriendly. 
I received an email response XX/XX/XXXX from XXXX XXXX and would be handling the case. On XX/XX/XXXX from XXXX XXXX XXXX stated that the loan wouldnt be cancelled because of the payoff to XXXX. 
I email XXXX XXXX that the payoff went out well after the cancellation date and that they were in violation of their policy. I then get a phone call from a XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. He informed me that they were working on reversing the payoff from XXXX XXXX  and terminating the loan. I told him about the email from XXXX XXXX telling me it wouldnt be cancelled. XXXX XXXX told me to ignore that email and to just deal with him. I even asked XXXX XXXX, since they paid off Citizen couldnt they just revise the loan subtracting the checks that I sent back and just give me a payoff for the {$46000.00}, he said, I understand what you're asking but I dont think we can do that. I know they would have to recalculate the interest back to the day of cancellation but it was just my suggestion to make things easier. 
On XX/XX/XXXX in the evening I get home to find a XXXX  XXXX on my porch from XXXX XXXX XXXX. I email XXXX XXXX and told him. He reminded me that they were still in the process of termination. I sent him an email picture of the envelope and let him know that XXXX  XXXX would be returning it. He asked me to keep him informed so this is where we are now. XXXX  XXXX took the envelope back today around XXXX so it's on the way back to XXXX XXXX Co. 
There are several attachments and correspondences hopefully in order to the events. 
I just want this situation to be resolved and that AmeriSave make me whole.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation