Consumer complaint received 2026-03-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: AMERISAVE MORTGAGE CORPORATION
State: CA

Complaint narrative:
made application for Home equity loan, to cover the remodeling of my home on XX/XX/year>. The application process began smoothly until the processing of the loan by a California Representative of Amerisave in California. Tasks became unmanageable as the loan processor XXXX XXXX claimed my application was never qualified for the amounts listed in the Disclosure Documents. The monetary amounts quoted by XXXX XXXX were nothing compared to the Amounts listed in the original disclosure statement. I filled out a survey, regarding the service I was receiving. I received a phone call the next day, claiming that if I did not receive a phone call by the next business day correcting the situation, to contact her back as she made the claim the information would be escalated to upper management. I did receive a call back the next day from XXXX XXXX, but nothing was resolved. One major problem is XXXX XXXX. This processor requests documents, but never processes the documents, and continues to place the request for the same documents in the XXXX XXXX. In addition, in speaking to XXXX XXXX, requesting if he had processed the uploaded documents, he claims he had all the documents needed, only to re-apply the same request in the Task window. It has come to my attention, this individual is attempting to learn as he goes, but becomes confused, and then applies the same techniques of adding to the task menu, calling and leaving a message, which does nothing to resolve any issue. In addition XXXX XXXX 's supervisor XXXX XXXX, who requests that you leave a message, and he will return your call, " NEVER '' returns the call. XXXX different efforts were made to speak with this XXXX XXXX, and no call was ever returned. To date, the same issues with the application process continues and for XXXX weeks, the XXXX XXXX has failed to recognize valid documents, and tries to discount any documents uploaded on the Amerisave Website Application upload window. For XXXX, requests have been made for documents confirming an additional income I receive. documents requested is the XXXX XXXX, XXXX months worth of payments received, a 1099 copy showing the income. XXXX XXXX claimed the 1099 was unacceptable. A form from and accepted by the Internal Revenue Service, Is not acceptable??????? This processor is in the state of California, while the application process by XXXX XXXX XXXX XXXX, is in Georgia. In addition, the processor is requiring information from an individual who is not a legally named on the Grant Deed, Loan or any other legal instrument concerned in my property owned Solely by me, yet will not offer explanation as to " why '' these documents are requested from a non legally binded person concerning my property located at XXXX XXXX XXXX, XXXX XXXX, Ca. XXXX. I have uploaded documents issued directly from my banking entity, and are disqualified by the XXXX XXXX, yet have come from the banking XXXX, regarding loan balances. In addition, XXXX XXXX XXXX XXXX refuses to grant credit of payments to debt-loans and continues to list incorrect amounts as balances of debt as of XX/XX/year>.

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