Consumer complaint received 2025-08-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: AMERISAVE MORTGAGE CORPORATION
State: CO

Complaint narrative:
This rebuttal is submitted in response to Amerisave 's claim that I was fully aware of the loan type prior to closing and agreed to the terms. 
1. From the start of the application process, I pursued a Home Equity Line of Credit ( HELOC ). Amerisave 's own borrower portal reflected this by displaying two separate clickable modules- XXXX labeled " HELOC '' and another labeled " XXXX. '' - This reinforced my belief that the XXXX application was still active and proceeding. 
- I did not receive any verbal or written disclosure from Amerisave that the product had been changed from a HELOC to a XXXX ( fixed-rate second mortgage ). 
XXXX. I can not produce a screenshot of the HELOC vs. XXXX XXXX because Amerisave removed my access to the borrower portal in its entirety before I could capture the screenshot. In fact, I was not aware I would need to provide this clarification. 
- Importantly, this removal occurred AFTER I filed my CFPB complaint but BEFORE I was in default. 
- At the time, I was still a customer and borrower in good standing. 
- This removal appears retaliatory and/or obstructive, impairing my ability to review the loan record and verify their claims. 
- As a borrower, I am entitled under federal regulations to access key loan disclosures, especially while the account is active. 
3. Amerisave 's response asserts that I was informed " on a recorded line '' about the fixed-rate loan. I dispute this characterization. At no point did I knowingly consent to abandoning my HELOC application in favor of a HELOAN. If Amerisave has a recording that proves otherwise, I request that it be provided in full, without edits or selective excerpts. I, in fact, can easily disprove this claim as I have several emails which document me asking for further information on my HELOC in process. None of which were answered by LO or their processor. 
4. The similarity in product names ( " HELOC '' vs. " HELOAN '' ) is misleading to consumers and likely contributed to my reasonable belief that my HELOC was still in process. 
5. Additionally, Amerisave used loan proceeds to pay off a HUD loan in second position without disclosing this action to me beforehand. I was unaware that such a loan even existed, and this materially altered the disbursement of funds I was expecting. 
6. Because this was all processed via a 3rd party closing agent, the loan documents were presented as-is with no way of obtaining explanation. It was a sign and go setup which added fuel to these fires since loan officer and processor made no real attempt to communicate any changes with me.

In light of the above, I believe Amerisave misrepresented the loan product, failed to provide proper disclosures, and engaged in actions that hindered my ability to dispute or verify the transaction. I respectfully request that the CFPB take these facts into account in evaluating my complaint.

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