Consumer complaint received 2026-07-21 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: AMERISAVE MORTGAGE CORPORATION
State: MI

Complaint narrative:
The entire application process was a multi-faceted bait and switch. The sales people XXXX XXXXXXXX and XXXX XXXX took down a bunch of my information wrong on the application XX/XX/XXXX. But, I couldn't see what they had typed into the application until after I gave them the payment info for the {$500.00} " lock-in fee ''. I tried to have them correct it right away but they said it would be corrected in the next steps and to just proceed ; this was after doing a digital appraisal and assuring me that the {$500.00} fee was in lieu of having an appraisal done. I did submit all the requested documentation for the loan. The first major mistake they made was they said I could have a domestic partner on the title and put down that I was married on the application. I specifically said I was not married and my domestic partner was on the title. The loan processor, after submitting all the paperwork, told me the " palladium '' loan product I was signing up for would not allow a XXXX person on the title without being on the loan. I said we could put her on the loan or try a different loan product and she said the sales people would call me back about setting that up but they never did. The bigger mistake was the sales manager assured me I would not need an appraisal on XX/XX/XXXX, before he " finalized '' the " lock-in '' fee. XXXX weeks later, I had submitted all the documentation including having my home insurance reflect XXXX as the mortgage lender. I got a text message from a XXXX party appraisal company saying I needed to schedule an appraisal. This is XXXX weeks into the process, after the sales person assured me I wouldn't need an appraisal, and after I had submitted the required documentation. The loan processor told me that because it was a " palladium '' loan and my XXXX was 85 %, I would need an appraisal and the sales manager would call me to resolve it as the loan officer on the loan wasn't answering calls. A week later, the sales manager called back, saying that it was 85 % and shouldn't need an appraisal and he would figure it out, like he has a different loan product he's selling from the rest of the company. I never heard back from him again. Another week after that, XX/XX/XXXX I requested a refund initially- the customer service agent said she would forward the refund request to sales, but I had not heard from them so I made another refund request on XX/XX/XXXX. This is a bold face bait and switch. The sales people, underwriters, and loan processors all seem to be selling different products. The sales people push the application through and say whatever it takes to get the {$500.00} fee, and then all the terms change. According to the original terms of the lock-in fee, it is refundable in cases of mistakes by the sales people, which I outlined above, but I haven't been refunded yet.

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