Consumer complaint received 2023-06-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: AMERISAVE MORTGAGE CORPORATION
State: FL

Complaint narrative:
In XX/XX/2022, I have submitted a pre-qualification for a Mortgage Loan. The Loan officer XXXX XXXX, called me and assured me to lock the rate I have to pay {$500.00} non-refundable but they will be able to extend the lock for a year if necessary and that they will match any offer from another lender. Also, he assured that with the pre-approval I should be able to go on a contract to purchase a property which was not the case because I went to builders and they asked to me to have my current property sold before I can go on contract with them. I put my house in the market in XX/XX/2022, he said the locked rate has passed and that I will need to re-lock my rate again but then he also told me that I will need to sell my house prior purchasing another one. Market conditions changed by that time. I waited to see if my house sell but it had became a challenge and I was not able to get into a contract until XX/XX/XXXX. By then I was told that I need to pay another {$500.00} to lock the rate to go shopping for a property and I did. I paid them total of {$1000.00} with the promise that they will match or bid offers from another lendes and I will received those {$1000.00} as credit on my closing. Since, I paid all that money, I kept asking for loan disclosures that I was not provided more that a letter with a preapproval - no lender fees or origination charges and points. I was able to find a property by the end of XXXX but it was with a Builder they offer good incentives but they disclosed very clearly their loan costs ( loan origination and points ) Once, I received the loan estimate from the lender they disclosed their loan estimate ( one year later ) there I was able to compare side by side. The XXXX XXXX had better rates and no much money for points. I sent it to them but they took a while to be approved by management to approved the matching. Unfortunately, the buyer that was in contract with my current home pulled out of the contract. And there I was again back in the market and consequently I had to pulled out out the contract with the builder. We are selling the house due to a separation between my ex-boyfriend and I. We both are in the title and mortgage. We finally came into another agreement last week on XX/XX/XXXX, and he agreed to sell me his equity on the subject property that is my currently property. Once, again I reached out to XXXX and until this day no response. Another representative, took over when I reach out online, XXXX XXXX. I explained her my current situation and she present me with an offer by email for an ARM product. I kept asking for loan disclosures to understand their fees and closing costs which I finally got it. After, my experience with the XXXX XXXX, I did my due diligence and compare with another lenders. I asked her to match my deal with the other lender and she said that they were not able to match the other lenders offer with was a conventional loan, lower rate, lower origination costs and lower closing costs. I asked her to have this escalated with management and she said that they will reach back to me. Until. this day I have not hear back from them. They took my {$1000.00} and did not provide the service and neither are competitive with the market. I felt scammed because they are not willing to provide loan estimates but in order to ask for a match on their rates they want to see the actual loan estimate from other lenders. This company does not complain with client protection because they were not able to provide loan estimates. My resolution will be to have refunded the {$1000.00} I paid them for a service I did not received and if I did I will be charge XXXX  of dollars.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief