Consumer complaint received 2022-09-13 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: AMERISAVE MORTGAGE CORPORATION
State: CT

Complaint narrative:
Loan Originator XXXX  ID # XXXX AmeriSave Mortgage Corporation XXXX ID # XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX XXXX AZ XXXX Amerisave Mortgage - Corporate Office : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX **DO NOT WORK WITH THIS MORTGAGE COMPANY** This company scammed us. We were trying to see our options for a cash out refinance loan through them. We were told that they work directly with our mortgage company and that they were the best and only option in terms of being able to help us get the lowest rate and smoothest closing. Everything was going well and our loan servicer contact person XXXX was very attentive to our application in the beginning and we were moving quite quickly through the whole process ( so we thought ) Sadly she never disclosed to us that we would need {$510.00} for an appraisal until after I had already sent her all of our financial information such as paystubs and w2 's and she had ran our credit. Once we were made aware that we needed this money upfront we decided to put a hold on the process because it seemed very odd that she wouldn't have disclosed that to us prior to taking all of our information. She kept calling me and texting me several times a day and trying to manipulate and convince me to pay the {$510.00}, she even went as far as to suggest we put ourselves into further debt by opening a new line of credit or increasing our limit on a credit card in order to cover the {$510.00} appraisal fee. We were about to walk away from the deal when she came back to us and said that there was a better rate available and it was a one time limited time only type of deal that needed to be locked in immediately or we would loose out on the chance to do the cash out. So our only option to get this deal was to pay the appraisal fee upfront in order to lock the rate which she convinced us to do. I explained to her I did not have this kind of money at my disposal and that it was very important for her to be honest with me if everything else was going to go smoothly and she assured me it would. Fast forward a day after paying this fee we scheduled for the appraisal. During this time frame XXXX notified me via email that she would be out of the office for the coming months which seemed very odd especially when she had just had me on the phone an hour before and never mentioned it to me while she was on the phone with me. She emailed me and sent me two new points of contact to work with moving forward. I felt really uneasy about this but also we had already paid the appraisal fee so I was kind of locked into this at that point. Fast forward a few more days and right after the appraiser comes to our home our new loan processor XXXX tells me that there is a lien on our home that needs to be paid by this cash out loan and we will not be receiving the original amount that we had agreed upon. The timing of all this seemed like they purposely did this to us. She could not tell me where the lien was from or why it was there or why she had not picked up on it sooner so I had to call around to figure out what was going on. The lien was from a previous refinance that we did back during covid where they took from our principal balance and added it onto the end of our term interest fee. We were not aware of this since years had passed since that occurred and wasn't fully disclosed to us back then either. Regardless we asked that this new cash out refinance deal be canceled and this company has been refusing to do so. They refused to refund us for the appraisal and they also have refused to cancel the deal. We have requested in writing several times for almost a week to cancel it and no one will answer our messages. I have spoken to about 7 or 8 different people within the company through all of this who all keep trying to get us to continue this deal instead of just canceling it like we have requested. Everyone I end up talking to just blows us off and doesn't cancel it. I had to get stern and threaten this complaint in order to actually get someone to respond to me. This business has done nothing but scam us and lead us on with false hope and false pretenses. When asked why they would take our money so quickly but then when we need help they aren't willing to help us we still received no response. They only try to pull you in and take your money then leave you to the wolves. Once they took our money their entire demeanor changed. It has been very disheartening and sad that they did this to us. They are very unprofessional and definitely a shady company that needs to be looked into. **DO NOT WORK WITH THEM**

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