Complaints

This profile includes complaints for Amerisave Mortgage Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amerisave Mortgage Corporation

  1200 Altmore Ave. Bld 2 Ste 300 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  One Capital City Plaza, 3550 Peachtree Road Atlanta, GA 30326

  
• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  
• 

  Amerisave Mortgage Corporation

  1200 Altmore Ave Ste 300 # Bld 2 Atlanta, GA 30342-2498

  
• 

  AmeriSave Mortgage

  8701 E Hartford Dr Ste 210 Scottsdale, AZ 85255-6562

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We chose to purchase our new home with an Amerisave mortgage after they agreed to provide credits to lower the amount of their bank fees to be competitive with our local bank. After much ado, and few days before closing, Amerisave retracted a credit in the amount of $5250 that existed from the inception of the loan. The loan agent (****) that we started the process with no longer works there, and they have taken the stance that the line item is incorrect and should not have been listed as it was. Therefore, they are retracting the credit causing us to owe an additional $5250 at closing. Our closing agent (not affiliated with Amerisave) noticed the change in terms and questioned her contact at Amerisave (******). He said it was a "glitch" and the credits should be removed. I was in contact with one Agent at Amerisave (*****) that has been processing the loan, and today she said they are looking into it and will get the credits back. ******* supervisor (*****) called me and tried to explain that, if the loan originator (****) put an intended lender credit in this space, it was incorrect. ***** also refuted my claim to having the actual loan application with the amount of $5250 listed in "other" credits, saying that he had access to all documents provided to me, and none existed with that amount shown. He then continued to say that I should look at the document again, because it can be confusing and our minds can play tricks on us, so possibly I was seeing $5250 rather than a correct number. ***** then said Amerisave already incorporated $8050 in savings into our loan that was shown on Line A of the closing disclosure or loan estimate, but that number does not appear on any version of the forms that are available. We are now forced to close on the property in two days and owe an additional $5250 that was supposed to be a lender credit offered to us to gain our business as return customers. Our desired resolution is a refund in the amount of $5250.

  

  Business Response

  Date: 07/07/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  While AmeriSave regrets any confusion surrounding the amount of $5,250 the original Loan Originator (LO) referenced in the initial loan documents, when compared with the initial Loan Estimate the final Closing Disclosure shows a significant decrease in total loan costs, from $63,289 to $42,674.43, to be paid by the borrower at closing. Unfortunately, the original LO left employment with AmeriSave on 6/13/2023 and we are unable to speak to how they structured the original Loan Estimate.

  AmeriSave does not believe that a refund in the amount of $5,250 is warranted due to the decrease in closing costs. Additionally,AmeriSave is happy to report the loan successfully closed and funded on 6/30/2023 based upon the terms referenced in the final Closing Disclosure.

  AmeriSave regrets any inconvenience to the consumer and trusts that this matter is resolved satisfactorily.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20251100
  
  I am rejecting this response because:

  The total loan costs were reduced significantly, because the original loan estimates were based upon a potential purchase price of $350,000, unknown property taxes and a larger down payment amount in order to lock our rate and shop for a home.  The final purchase price was $320,000, and we lowered the amount of down payment we were paying at closing by $10,000 from $40,000 to $30,000.  *********** at closing were not due to any credits from Amerisave but are caused by the change in our home price and out of pocket down payment.  Amerisave is again touting savings they claim to have provided without providing any documents to support it.  Furthermore, I have zero documents in which the loan costs due at closing were estimated at $63,289.  In fact, the cash to close from the buyer was erroneously shown on all version of the closing disclosures provided to us, until the final disclosure was issued for closing.  Each iteration before closing showed our cash to close at $300,000+  The loan did close as scheduled per the final disclosures, because Amerisave ceased communication with me on 6/28/2023, and we had to close on the property or face penalties/fees from the seller for not adhering to our agreement of sale.  We had no choice but to close on the property and pursue this issue after the fact.  The fact that the original LO no longer works with Amerisave does not relinquish Amerisave from the responsibility they hold to honor their commitments.  The original LO offered the credits as a way to earn our business.  It's nothing short of fraudulent practice to offer savings to earn a customer's business and later pull the credits.  This is not resolved satisfactorily, and I will continue to pursue this.  

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/14/2023

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  The referenced estimated cash to close amount of $63,289 came from the initial Loan Estimate e-signed by the consumers on 5/2/2023. As previously stated, AmeriSave is unable to speak to how the original Loan Originator initially structured the loan. A review of the loan documentation shows only one **** Loan Application with an amount of $5250 referenced under **************** Credits which is a category for types of credit that include but are not limited to: Borrower Paid Fees,******* Money, Employer Assisted Housing, Lease Purchase Funds, Lot Equity,Relocation Funds, Sweat Equity, Trade Equity, Other. As required by the ************************************ (CFPB), any applicable lender credits would be disclosed on the Loan Estimate or Closing Disclosure.  The above referenced $5250 credit that was listed in ******* M of the loan application did not appear on the Loan Estimate(s) or Closing Disclosure(s).This information can be reviewed under ******* J: Lender Credits of the Loan Estimate or Closing Disclosure.

  A Sales Manager spoke to the consumer and explained the breakdown of costs on the closing disclosure. The consumer was not obligated to close the loan if they were not satisfied with the rate and the loan costs issued on the final Closing Disclosure. We regret that the consumer did not choose to rescind the loan during the 3-day recission period if you were unhappy with the terms.

  AmeriSave understands that this is not the outcome the consumer hoped for but believes that no refund is warranted at this time.

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20251100
  
  I am rejecting this response because:

  The closing costs listed on the initial loan estimate was an estimate, as I previously stated, based upon an assumed purchase price of $350,000 with a $40,000 down payment from us and a higher projection of taxes.  These numbers could not be solidified at that time, because we had not yet found the home we were purchasing.  Our home purchase price was $320,000, the down payment was dropped to $30,000, and the taxes are half of what was projected, all lowering our closing costs but none due to credits or savings as promised from Amerisave.  Amerisave's claim that they cannot ascertain how the loan was structures by the original LO is bogus, as they continually mentioned that all calls are recorded.  Check the phone records.  Amerisave agrees that the amount of $5250 is shown on the document we reference, but they justify that by saying that isn't where the credits "should" be shown.  

  While we could have rescinded the loan upon receipt of the final closing disclosure, we would have faced penalties for breaching the agreement of sale with the seller's of our home which in turn would have costs thousands.  We also had to be out of our current home the day of closing and would have had no place to go with our family and an entire house full of belongings.  We were put in a position to close and pursue this issue after the fact especially since all involved representatives at Amerisave ceased communication with us on 06/28/2023 and closing was 06/30/2023.  What other choice did we have?  The representative ******* from Amerisave that last spoke with me prior to closing claims that Amerisave provided $8050 in credits to our loan.  No one at Amerisave has provided any documentation to prove the credits and show how they were factored into our loan.  Provide a document.  Amerisave earned our repeat business by promising the credits we mention to offset their costs, which were considerably higher than our local bank.  The orginal LO (****) is no longer there, so Amerisave figures they are not responsible for what occurred while **** was on staff.  
  
  If Amerisave will provide a document that was made available to us showing the credits applied and how they factored into our loan, all of which equals the $8050 in credits that ***** referred to, I will walk away.  If not, they should make it right by refunding the $5250 in credits that were promised to earn our business.  There has to be some truth in lending to fully disclose the numbers to a consumer....where is it?

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They've refused to remain in contact with me, I paid over 700 dollars to lock in a rate, and no communication from them despite efforts to figure out what's going on.

  

  Business Response

  Date: 07/12/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  The consumer completed a mortgage loan application on 6/16/2023.The consumer contacted the *************************** on 6/27/2023 to indicate she would like to cancel the loan and receive a refund of the appraisal fee. The loan was dispositioned on 6/27/2023. Because the appraisal was not completed the consumer is entitled to a refund.  Unfortunately, the refund request was not submitted to the correct department in a timely manner. 
  The Appraisal Fee of $775 was refunded on 6/29/2023 to the credit card initially charged. AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 31st, I was contacted by ***** from Amerisave Mortgage offering to help us get pre approved for a mortgage. I did explain to him that we were working with another mortgage company but hadn't heard what our rate would be. He told me that he could give me a rate, right on the spot. He explained that I would have to pay a $500 lock rate fee and a $250 appraisal fee. He DID NOT tell me it was non refundable. He was on speaker phone and there were 4 other people that heard everything he said. No one heard him say anything about that. I explained to him that I still wanted to find out what rate I was going to get from the other company as I know I have the right to shop for rates. He then sent me a link to put in my credit card information for the $750. Again, nothing about it being non refundable. I assumed that if I didn't go with this company I would get it back because he didn't say anything. I gave him paperwork that he was asking for to continue with the possible loan. Ultimately we ended up continuing with the other mortgage company even with a higher rate. I would only get periodic contact with ***** even though I emailed and called him to no response. At that point I lost trust and asked for my money back. He continued to refuse. I asked for his supervisor and he refused. My husband then called and asked for the same and he refused him also. We got his supervisors name, called him and have had no response from him either. I just want my $750 back. Now that they have taken it and I can't get it back, it may affect my ability to get a mortgage from the company we have chosen to work with. To me, this could be a life changing experience

  

  Business Response

  Date: 07/05/2023

  AmeriSave Mortgage Corporation (AmeriSave) appreciates this matter being brought to its attention and the opportunity to respond. In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.
  The consumer completed a mortgage loan application on 5/31/2023. The consumer contacted the *************************** on 6/26/2023 to indicate she would like to cancel the loan and receive a refund of the appraisal fee. The loan was canceled on 6/13/2023 per the consumers request. Since the appraisal was not completed the consumer is entitled to a refund.  Unfortunately,the refund request was not submitted to the correct department in a timely manner. 
  The Appraisal Fee of $750 was refunded on 6/26/2023 to the credit card initially charged.  AmeriSave apologizes for any inconvenience to the consumer and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my house on April 9 and I had an assumable VA mortgage with Amerisave. Ive been trying to complete the selling process with the new buyer since mid April. To start it took me two weeks to get a callback from the assumption department and from there on the process has been extraordinarily frustrating. Its late June now and I have no idea where Im at the process. *** made countless numbers of calls request for callbacks, and I am never given any information that is material in terms of getting this process completed. Once they get you on the phone, they want to get you off the phone. I cannot believe a company like this is in business. They have zero customer service. I get disconnected occasionally when I called in and they never called back. The supervisors have absolutely no authority to do anything. I asked for the number to the corporate office they wont give it to me. I tried to email the *** and the president in their emails come back cause Im deliverable. I dont know how you can do a work on a mortgage with a company that you cannot speak with. All I want is my assumption done and communications open so I have an understanding of when this will be completed.I cant imagine that theres a company out there with worst customer service than **********************.

  

  Business Response

  Date: 07/03/2023

  We are in receipt of your correspondence to the Better Business Bureau (BBB) dated June 22, 2023. In your correspondence, you stated you have been trying to sell your house through an assumption since April 9, 2023. You indicated that it has been extraordinarily frustrating as you are unaware of where you are in the process and have never been provided with anything advising what documents are needed.You stated that you had called numerous times, but your calls were never returned. We have reviewed your concerns, and our response is indicated below.
  
  Our records show that on April 6, 2023, you spoke with a representative who advised you to send a request for an assumption in writing to the ************************ and provided the appropriate email address for you to send the request to. The request was received on April 11, 2023, and correspondence was generated on the same day, which requested additional information for your assumption request to be further reviewed. This correspondence was sent to your mailing address on file.
  
  On April 14, 2023, you spoke with a representative and inquired if you could proceed with the sale of your home and requested to please expedite the review of your initial request for an assumption, if possible. You then spoke with a representative on April 17, 2023, and requested an email be sent to ****************************************** about the assumption process. An email was sent on April 18, 2023, that same day, which included the April 11, 2023, correspondence mentioned above. 

  On the same day, April 18, 2023, you contacted our *************************** and requested assistance with completing the assumption form. A call back was requested; however, the representative who opened the request for our ************************ to contact you back did not provide details of what the call back was for. As such, the call back was not completed. 
  
  You contacted our *************************** on April 19, 2023, and advised that you had not received a call back. As such, the representative opened a second request for a call back and provided detailed information. On April 20, 2023,you contacted our *************************** and was transferred to speak with our ************************. During this call you advised that you needed the assumption completed as quickly as possible. The representative advised that the process takes 42 days from receiving a completed application.
  
  On April 21, 2023, you contacted our *************************** and advised that you have not received a returned phone call and have requested one many times.The representative advised that the request to call you back was opened and scheduled to be completed by the end of day Monday, April 24, 2023. On April 24, 2023, you contacted our *************************** and advised that you had not received a returned call from our ************************. The call was transferred, and you spoke with a supervisor who provided general details on how the assumption process works.
  
  On May 10, 2023, you called our *************************** and was then transferred to speak to our ************************. While on the phone with our ************************ you indicated that you have yet to receive a returned phone call. You then spoke with a representative on May 11, 2023, and requested the assumption packet to be emailed to you as soon as it is available. The assumption packet was emailed to you on May 17, 2023. On May 31,2023, you contacted our *************************** and requested a call back from our ************************ in regard to the status of your assumption.
  
  Your call was returned on June 1, 2023, and an email was sent to you regarding the status of the assumption on the same day. On June 12, 2023, you contacted our *************************** for a status update and you were transferred to a supervisor. During this phone call you indicated that the process for the assumption was taking too long, as well as that you have emailed and called but never received a response in regard to these updated requests. The supervisor advised that a full assumption could take two to three months. On June 14,2023, our ************************ contacted you to advised that an assumption package was being prepared and would then be sent to you. As such, the assumption packet was sent to you on June 16, 2023. 

  On June 20, 2023, you contacted our *************************** and were advised that the assumption packet had been sent on June 16, 2023, and a call back was scheduled On June 21, 2023, you called and stated that a call was received, but your phone did not ring. A voicemail was left, and you wanted to know if the packet could be emailed. The call disconnected while the representative checked to see if the documents were available to be email.
  
  Our ************************ contacted you on June 22, 2023, and reviewed all your questions and concerns. The ************************ contacted you on June 27,2023, regarding the status of your file. You advised that the documents were sent to our office and should be received on the same day, June 27, 2023. The documentation was received on June 30, 2023. Our ************************ will review the documents and follow up with you if anything else is needed before submitting them to underwriting.
  
  We apologize for your frustration or inconvenience while reaching the ************************.Please note, call backs are scheduled to be made within 48 hours of the request being submitted. We strive to assist every borrower who calls in as soon as possible. We work to ensure that all inquiries from borrowers are processed fully, and any concerns are resolved to the best of our ability.
  
  Furthermore, we apologize for the missing information our representative did not include with your initial call back request from April 18, 2023. This is not typical of our business practices. Our goal is to provide you with the service you expect and deserve in the future. We apologize for not meeting your expectations.

  We believe this fully addresses the concerns outlined in your BBB correspondence. 

• Initial Complaint

  Date:06/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appraisal done for a property I was trying to get a loan on. The company Amerisave delayed and stalled for months. They were also very unresponsive to answering my calls and emails. I finally gave up and had to start the process over again with another company. I requested to have my appraisal transferred and got no response whatsoever from Amerisave. They also did not refund my $650.00 I paid for this appraisal. I have excellent credit and supplied all the required documentation for this loan several times. Amerisave needs to refund me my $650.00 for this appraisal.

  

  Business Response

  Date: 06/30/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records.

  
  AmeriSave understands the consumers concerns with getting the loan to closing as they were interested in expediting the process. The appraisal was completed on 3/8/2023. The call log shows the ** spoke to the consumer on 3/14/2023. During the call, the ** mentioned that title documents were needed in order to clear the appraisal. Our records show the consumer did not provide all the documents that were requested by the ** and Loan Processor.
  The consumer was advised that the $650 Appraisal Fee would be invoiced.  This is consistent with AmeriSaves Appraisal Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment. 

  
  If the consumers loan proceeds to closing, the cost of the appraisal will be collected at the loan closing; or
  If the consumer withdraws or cancels the loan application, or the application is declined, the cost of the appraisal will be due at that time. AmeriSave will send the consumer an invoice for the final amount due.
  A copy of the consumers electronically signed Appraisal Fee Agreement reflecting the consumers agreement with the terms and conditions of the Appraisal Fee may be provided if necessary. Additionally, this language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information. The appraisal was completed on 3/8/2023 and an invoice was sent to the consumer pursuant to the Appraisal Fee Agreement signed on 11/30/2022.

  
  Unfortunately, there is no evidence to support that the consumer requested an appraisal transfer to another lender. The loan was cancelled per the consumers request. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:06/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6.9.2023: I was chatting online with ************************* Mortgage Banker NMLS ID #******* She did a hard pull on my credit and applied for a loan on my behalf. Neither of these were with my permission and I never gave her my full SSN. I simply wanted to know rates.*********************** in customer service (phone call ******* confirmed I never provided my full ***** and that she doesn't know how ****** got it. She also stated she should not have made the loan application. I was supposed to recieve a call from ******'s boss an never did.However, I am more concerned about how they got my full SSN.

  

  Business Response

  Date: 06/23/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  AmeriSave records reflect that the consumer spoke to a Loan Originator (**) on 6/9/2023 and was interested in obtaining rate quotes.  A soft and hard credit inquiry was made at that time.  In reviewing the communication records,AmeriSave agrees the ** should have made it clearer that in providing the last four digits of the social security number it would be used to make a hard credit inquiry. Therefore, it was determined the hard credit inquiry is invalid.   Unfortunately, the ** did not follow AmeriSave procedures of requesting permission and clearly stating when the hard credit inquiry would be initiated. On 6/19/2023, the ** was warned about the gravity of this matter and counseled on properly obtaining authorization going forward.

  To resolve this matter on 6/23/2023, AmeriSave sent an inquiry deletion request to our credit vendor Corelogic Credco (Credco),requesting the inquiry made on 6/9/2023 be changed to a soft credit inquiry with all three bureaus.  The credit vendor does not actually delete inquiries, however changing the credit pull to a soft inquiry will mitigate any adverse effect to the credit file.  Please be advised the bureaus operate independently and dictate the process which a credit vendor must follow.  The bureaus may notify the consumer by mail if any additional information is required. Please understand AmeriSave can neither oversee the process nor control the outcome of the bureaus determinations. We have requested the conversions in good faith and expect the bureaus to process the request in approximately 30 days.  Upon completion of the process, the consumer will be notified directly of the results by Credco.

  AmeriSave apologizes for any inconvenience and trusts this matter is satisfactorily resolved.

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was put on lost mitigations due to an application for help. I was denied the help and I am still on lost mitigation! 4 months been trying to get it off with no help.

  

  Business Response

  Date: 06/29/2023

  We are in receipt of correspondence from the Better Business Bureau (BBB) to our office dated      June 16, 2023. You stated the loan was placed in active loss mitigation after you anticipated receiving payment assistance from Wyomings ************************* (HAF) Program. However, you provided a screenshot of an email reflecting that you were denied assistance from the program. You requested our office to remove the account from active loss mitigation and refund pay-by-phone fees assessed during the previous four months. We have reviewed these concerns and our response is indicated below.
  
  Our records show the loan was placed in active loss mitigation on December 16, 2022, when we became aware that you were seeking assistance from Wyomings HAF Program.
  
  We can confirm that you notified our representatives of your desire to be removed from active loss mitigation during phone calls on January 16, February 16, March 7, April 18,May 15, June 16, 19, and 22, 2023. Please be advised that we are still working with Wyomings HAF program to verify that your application has been denied.Please note that we are unable to accept the email provided for this purpose.Once this has been verified, we may remove the loan from active loss mitigation. You may also contact the state of Wyomings HAF program directly to assist with expediting this matter.
  
  We are unable to waive or reimburse you for these fees at this time, as this fee is charged and collected by a third party. Our payment processor charges $9.50 to process an immediate draft of funds through our automated phone payment system. In addition, the payment processor charges $11.50 to process an immediate draft of funds for a payment completed with the assistance of a phone representative. Please note that pay-by-phone fees of $11.50 were assessed when you spoke with a representative to remit payments on January 16, February 16, March 7, April 18, May 17, and June 20, 2023. 

  Although we are unable to accept online payments during this time, you still have the option to submit your payments via mail. For future reference, you are able to submit your monthly mortgage payments via mail to the following mailing address:
  
  AmeriSave Mortgage Corporation
  P.O.Box ******
  ****** ** 75266-0592
  
  Please include your loan number on all correspondence. Please note that this information is also listed at the bottom of your monthly Mortgage Statements.
  
  We sincerely regret any inconvenience we may have caused and hope this correspondence satisfies your request.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20197987
  
  I am rejecting this response because:

  The said ******* Assistance program did send you proof that I was denied assistance back in April or March. I also believe that there should be some compensation for the fee. I was never told that my account was being placed in lost mitigation and always told it would be taken out. Come to find the next month I was still in lost mitigations, to late to mail a payment. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17th i was contacted by a Loan Originator with Amerisave and offered a loan/rate that was only locked in if I paid their $500 fee. I was told on the phone that it was refundable if Amerisave failed to generate a loan. Ive been given the runaround ever since. I call the originator every so often to ask if he has got anything yet but he has not yet been able to generate a loan but he promises he is working on it. I asked for the $500 after several months of this and he said no because he was still trying. Sounds like he just wants me to give up and not get a loan or my fee refunded.The Loan No. is ********, for reference.

  

  Business Response

  Date: 06/23/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:

  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. Additionally, the consumer spoke with their Loan Originator (LO) on 1/24/2023 and acknowledged that the fee was non-refundable at that time.

  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied with Amerisave Mortgage in April 2023. I subsequently paid $500 to lock in my rate while I continued to look for a home. I was told yesterday that rates went up and I'll have to bring an additional 15K to the table. Since I locked in my rate I shouldn't have to pay this amount, it appears my rate was never locked in, which now I'm not able to close on the loan.

  

  Business Response

  Date: 06/26/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns, AmeriSave reviewed the transaction history for the mortgage application and communication records. 
  The consumer was advised that the $500 Lock and Shop Fee was nonrefundable.  This language was presented to the consumer while completing the online mortgage application and prior to the consumer entering their credit card information.  This is consistent with AmeriSaves Lock and Shop Fee Agreement that was disclosed to the consumer along with the Loan Estimate (LE) prior to accepting payment.  The consumer physically entered their credit card number on the payment screen which clearly states the amount of the fee, what the fee is for and that it is nonrefundable.  This agreement is clear as to the terms of the Lock and Shop Fee and included the following language:
  In order to proceed with locking your interest rate, you agree to pay to AmeriSave Mortgage Corporation ("AmeriSave") a $500 NON-REFUNDABLE Lock and Shop Fee. Should you decide to cancel your loan application, or should your loan application be denied, AmeriSave will retain the fee collected to secure your interest rate lock.  Please refer to the Loan Estimate for disclosure of the Lock and Shop Fee. 
  AmeriSave or its employees cannot guarantee approval of your loan application or acceptance into a particular loan program.
  A copy of the consumers electronically signed Lock and Shop Fee Agreement reflecting the consumers agreement with the terms and conditions may be provided if necessary. 
  AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

• Initial Complaint

  Date:06/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been looking for different pre-approvals for a mortgage application from several agencies, each of which did a soft pull of my credit to qualify me. On the phone with ***********************************, I was told they would be doing a soft pull, but the result did not qualify me for that particular loan. I was told they needed to pull "another type of credit report" to qualify me for a different loan. They then proceeded to do a hard pull, without my permission. I called back to have it removed, and *********** not only would not remove the pull, but was very rude in his responses, dismissing any of my requests, including my request for a copy of our phone call transcript by saying "I won't be sending you that." or "I've already told you I won't be sending you that." On this call I was told that by simply providing the last 4 digits of my SSN, I was giving them permission to do a hard pull regardless of whether they asked for that explicit permission. I promptly terminated my account with them, but I am still seeking resolution in the form of a removal of that hard pull on my credit.

  

  Business Response

  Date: 06/20/2023

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  In researching the consumers concerns,AmeriSave reviewed the transaction history for the mortgage application and communication records. 

  AmeriSave records reflect that the consumer spoke to a Loan Originator (**) on 6/7/2023 and was interested in obtaining rate quotes.  A soft and hard credit inquiry was made at that time. In reviewing the recorded call, AmeriSave agrees the ** should have made it clearer that in providing the last four digits of the social security number it would be used to make a hard credit inquiry. Therefore, it was determined the hard credit inquiry is invalid. Unfortunately, the ** did not follow AmeriSave procedures of requesting permission and clearly stating when the hard credit inquiry would be initiated.  On 6/20/2023, the ** was warned about the gravity of this matter and counseled on properly obtaining authorization going forward.

  To resolve this matter on 6/20/2023, AmeriSave sent an inquiry deletion request to our credit vendor Corelogic Credco (Credco),requesting the inquiry made on 6/7/2023 be changed to a soft credit inquiry with all three bureaus.  The credit vendor does not actually delete inquiries however changing the credit pull to a soft inquiry will mitigate any adverse effect to the credit file.  Please be advised the bureaus operate independently and dictate the process which a credit vendor must follow.  The bureaus may notify the consumer by mail if any additional information is required. Please understand AmeriSave can neither oversee the process nor control the outcome of the bureaus determinations. We have requested the conversions in good faith and expect the bureaus to process the request in approximately 30 days.  Upon completion of the process, the consumer will be notified directly of the results by Credco.

  AmeriSave apologizes for any inconvenience and trusts this matter is satisfactorily resolved.