Consumer complaint received 2025-04-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Fees or costs during the application process
Company: AMERISAVE MORTGAGE CORPORATION
State: MO

Complaint narrative:
On XX/XX/year> I had entered information on XXXX in regard to obtaining an HELOC loan. The first call connected me with Mortgage Banker XXXX XXXX with AmeriSave Mortgage. I was on the phone with him for a long time and became very overwhelmed with information. I remember him giving me cost information and some fee that was {$500.00}. I told him I wanted time to think about everything and go over it all. He then proceeded to " talk me into the process '' by offering to reduce the {$500.00} to {$250.00}. I eventually gave in and accepted to start the process. I didn't understand what was happening, or what this XXXX XXXXXXXX {$250.00} cost was, and it is on me for not asking a lot more questions and for not sticking my ground and taking time to process and read over everything. I felt rushed and pressured and didn't hang up as i should have. I asked the next day about canceling the process and all XXXX would ask me was " why would you want to cancel it? '' I then emailed XXXX XX/XX/year> and requested to cancel the loan process and to obtain a refund for the {$500.00} pending charge on my bank account. No contact received back so on Monday XX/XX/year> I sent another email in regard to this matter, receiving a response that he would cancel the process, but the charge was nonrefundable as he previously stated to me on XX/XX/year>. I did not hear this or I would have very much not agreed or signed anything that day. When asked who i could speak with he never replied to me from that moment on. I found online the customer service email address and sent my refund request to them on XX/XX/year>. I received an email confirmation stating it was forwarded to Sales Manager XXXX XXXX. XXXX XXXX and I spoke on the phone XX/XX/year> and he advised me that the portal i signed into had the nonrefundable clause in bold print about the charge and that he reviewed everything and will not be refunding my money. After talking with him i agreed that i messed up and did not read, hear, or ask questions l should have and that is on me, but the agreement was {$250.00} but they took {$500.00}. XXXX had told me i would get {$250.00} cash back at the end of the process. I advised that since i canceled the process by the XXXX day I should at least be refunded the {$250.00}. XXXX XXXX stated they would not be refunding that ither as that was only after the loan was completed. When i asked him who i could talk with above him he stated that " there was no one above him. '' I do not feel this process has been right or fair. I feel as if this company scams people out of money. Although I do wish to receive the full {$500.00} back since i didn't go through with this loan process, I believe at minimum i deserve the {$250.00} that I was told I would get at the end. Thank you for your time and help with this matter. 
XXXX,.

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