AMERISAVE MORTGAGE CORPORATION

2016-11-28

Hillsdale, NJ

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: In XXXX I started working with Amerisave Mortgage to refinance my existing mortgage with a view to lowering my monthly payment. I eventually received a lock-in rate of 3 % with a monthly payment including taxes and homeowners insurance of about {$1800.00} to {$1900.00}. I have been trying, unsuccessfully, to establish a closing date and Amerisave now wants over {$7000.00} in cash at the closing. We did have a date but Amerisave now denies any knowledge of this. In XXXX I disgustedly told Amerisave to refund what I had paid for an appraisal ( {$420.00} ). They were supposed to call me back on XXXX. They never did. I would like them to to make the loan on the terms they described to me. I have tried to deal with other mortgage companies but they can not offer me the same terms because of fluctuations in the market.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

San Antonio, TX

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: I was wanting to get money from the equality in my house. On a Sunday I received a call from Amerisave informing me that they were wanting to work with me. XXXX was the Amerisave representative. I followed their process and submitted the required documents, some several times saying that the underwriters were requiring the documentation. My house was appraised by XXXX, charged to my credit card. I paid {$450.00} for an appraisal that can only be used by Amerisave Mortgage Corp. I would like {$450.00} charges refunded
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: On XX/XX/2016 I submitted an application online and finished it over the phone with XXXX at Amerisave Mortgage. At this time I told him that I had a 1st and a 2nd mortgage that I wanted to subordinated the 2nd mortgage to the new first and wanted to make sure that would be ok. He said that would be fine locked my rate ordered disclosures and collected the funds for my appraisal. XX/XX/XXXX I received my initial LE and no subordination fees were listed at this time. ( My loan was also priced incorrectly not listing my XXXX, which I did n't know at this time ) XXXX subordination paperwork was submitted via email and into Amerisave 's system. XX/XX/XXXX Appraisal came in lower than expected but new disclosures were generated with a rate adjustment for the difference. ( again priced incorrectly, did not know at this time XXXX XXXX new LE was generated with updated pricing showing subordination fees XX/XX/XXXX contacted Loan officer about the inaccuracies on LE, he said he would look into this and told me that he did n't have it priced with a XXXX mortgage being subordinated. XX/XX/XXXX email from LO stating his boss was looking into the incorrect fees but never heard back or received an updated LE. XX/XX/XXXX uploaded and emailed title work from the title company including a prelim CD showing the updated title company 's fees ( I still have n't received an updated LE on this either ) XXXX original subordination agreement was received by the title company and emailed to Amerisave processor XX/XX/XXXX Received an email from my processor at Amerisave stating that I had XXXX outstanding conditions, both items requested were emailed to her XX/XX/XXXX. XX/XX/XXXX I was informed that the information that was submitted on XX/XX/XXXX was n't enough and that it had been elevated to credit risk for approval. At this point I have processed my own loan and still have been given the run around. They have tried to charge fees that were well out of the three day window to redisclosue due to a change of circumstance and also did a bait and switch with my pricing, when it was fully disclosed at application that I was going to be subordinating my XXXX mortgage to the new first with Amerisave. Now that we are getting close to my rate lock expiring they are dragging their feet for my approval. Being a XXXX as my profession this has been the worst experience that I have ever been through, had this been someone that was n't familiar with the process it would have been even worse. At this point I feel that they are dragging their feet to deny my loan because of all the error 's that I have pointed out to them.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-11-14

CA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I applied for a refinance XXXX loan to equity ratio. {$490.00} was paid for an appraisal which was completed in a week. Now 10 days short of 3 months the rate lock has had to be extended for a third time. Representatives piecemeal their requests for documents weeks apart. I ask them why have n't they asked for them earlier in the process and they give amateur excuses, ie. they had to let go ( fire ) the processor of my loan, influx of applications due to XXXX etc. The frustration comes from our timely action to doc requests, but then a response from them a week later for another document. I 've already had to pay another month on my original 1st and 2nd mort. and when I ask if I should pay another month the rep. says late fees will apply but wo n't affect my credit report. I ask them if they will cover late fees and rep. declines. The real problem is the anxiety from being duped by a shady operation and prevented from shopping around because of the upfront cost of the appraisal, not to mention the thousands of dollars of a higher rate.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

Oxford, GA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I applied for a mortgage loan with Amerisave. While the loan was in underwriting process, I switched to a different lender. The loan was an FHA. I had paid for the appraisal. XXXX which is the currently lender I am working with requested the FHA case number and appraisal to be transferred to them. Amerisave transferred the case number and refuse to lease the appraisal. By law, Amerisave have to release the FHA appraisal report since I had paid for it. They lied to XXXX big time. Amerisave said the appraisal was not complete ; which was untrue. they also said the appraisal was not an FHA ; which was also untrue. I am requesting Amerisave to refund the full appraisal fee of {$420.00} that I paid.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-09

Five Points, NC

Settlement process and costs

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-02

Millville, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied for a loan on XX/XX/2016. Had appraisal ( which I realized latter came from a 3rd party company the lender owns ) which came back WAY to low. I filed a dispute, did research, comps etc. They had numerous errors in it, did not add upgrades, got addresses wrong, sq ft wrong. I continued to work with them since we were out the money and I was being assured everything looked fine. They sent me new disclosure with all the wrong info. Had to send back again, waited long time for updates. Not once did anyone mention my Small Business Loan may be an issue. XX/XX/XXXX, I myself was concerned so I contacted SBA. SBA said I had to get paperwork in so they could do a subordination agreement. Amerisave kept stringing this along, got my money, and now after 3 months & 3 weeks, they claim they ca n't lend to me. the reason was on an issue that should have been a red flag in the very beginning. I am out over {$500.00}, but that 's not the worst part. Because of how long they took, the interest rates are way higher! I have e-mails of all the errors, the apologies, the excuses. I believe the company is a scam and the fact that they are allowed to use their own 3rd party company for appraisal and Title & Escrow should be against the law.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-01

Beach Haven West, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-31

Northside, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortage with Amerisave and almost every month when I go to make my payment online, I have trouble accessing my account. One month I had to reset my entire log-in credentials and then it did n't work -they froze me out of my account. Today, I go to make my mortage payment that 's due tomorrow and when I entered my log-in information they took me to a screen that says I need to enter in a passcode they will send me by email. I never received an email so I had to call ( and was onhold a long time ) and then the agent said they were having trouble with their server and I needed to try again tomorrow. I then asked to make a payment by phone but she said there was a fee and when I asked them to waive the fee, they refused. I asked to speak to a supervisor and she refused to waive the fee for taking my pamyent over the phone - I believe they make it difficult to pay on-line so they can receive the pay by phone fee. When I asked her what other option I had, she said to mail in a check - this of course would probably make me late and then they can collect a late fee. I would like to file a class action suit against this company for making it almost impossible to pay on-line and thus they can collect a pay by phone fee. I have another home with a mortgage by a different lender and I NEVER have these issues related to making a payment online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-27

Gainesville, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-22

VA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: In XX/XX/2016 I finally closed on a loan via Amerisave. It was an incredibly difficult process. Many times Amerisave made promises not just verbally but in writing to both myself and my realtor that just were not true. For various reasons my closing was delayed about 4 times. At XXXX point, they denied my loan right before closing. Then admitted mistakes. The subsequent loan closing delays also due to the Closing Attorney that was understaffed and delegating most of the work to inexperienced paralegals. About XXXX weeks after my closing I was notified that my loan was being turned over to a different servicer " XXXX ''. I had some questions about 2 months ago about PMI removal and XXXX informed me this is not possible with FHA loans. I was surprised. They told me it was in my initial loan disclosures. When I asked them to point it out to me they could not find it, nor could I. They stated they would research it and send me the documents. Today after more than a month from my request, I received the documents. It is very obvious that they were " doctored '' and my signature " forged ''. The date noted on the paperwork ( was not my handwriting and dated XX/XX/2016 ) The figures and interest rate amounts were old/outdated and the first page even indicated that the paperwork was prepared in XX/XX/2016. I strongly recommend using your own attorney for closings. Not Amerisave 's although theirs is cheaper and also not using XXXX recommended by your realtor. Be cautious of using Amerisave. They will also not give you the {$1000.00} at closing if your loan does not close in 30 days as promised on their website.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-07

Lewisville, TX

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Hi - This is in regards to a possible ECOA, Regulation B, and UDAAP violation with Amerisave Mortgage. I have applied for a mortgage loan in XXXX 2016 and was pre-approved. I spoke to the loan officer and he told me to submit certain loan documents to be submitted to the underwriters. I submitted all documents as requested and received a phone call to submit my drivers license. I submitted my drivers license XXXX/XXXX/2016. I emailed the loan officer back and told him it was submitted. I have no heard from the loan officer since then. My credit is not the greatest or not the worst, it is in between and my DTI was a little high but I was within the FHA guidelines, per the loan officer. A month later today XXXX/XXXX/2016, I called the loan officer and asked him why I have not heard from him a little over a month. He stated that I was n't 'pre-qualify. ' But my loan status/application said I was pre-approved. He did specified when I first applied for the loan that in order to get pre-qualify, he will need to send the following documents i submitted to underwriting. However, I have not heard from him. ' I told him that it should be his responsibility to contact me and to tell me where my loan status is at. I felt as if I was mistreated, misleaded with my application and loan status maybe because my credit was n't the best and he did not want to work on my loan but would rather work on loan applications that has the best credit so he can get his incentives. I understand this, but I should not be mistreated due to my credit or even income. I should be treated the same as the person who has XXXX credit this is call 'FAIR LENDING. ' I feel that this is a violation of ECOA, Regulation B, UDAAP, and fair lending. All customers should be treated equal when it comes to credit applications. I understand the sale incentives, there should be some type of oversight within the team members to ensure that they are treating all customers equally. I plan on filing a lawsuit. Company : Amerisave Mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-05

Arvada, CO

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I filed an application for a mortgage refinance with Amerisave Mortgage Corporation on XXXX XXXX, 2016 in Colorado. I submitted all requested information on a timely and expeditious bases. It is now XXXX XXXX, 2016, and there is no answer as far as a credit decision. No one from the company will speak to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-27

Palmerton, PA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: Your response to my original complaint contained several items which you are reporting inaccurately. If you listened to recordings of my phone conversations with your representatives and reviewed emails between them and myself, you will find what I am about to list is correct. When I spoke with your loan originator I made it clear that I had XXXX rental cabins on my property along with the home in which I live. I specifically said I did not want to waste any time applying for a loan if that would be a problem or if my rental income would not be included to qualify for the refinancing. I also reiterated this with your loan processor. There could have been no doubt or misunderstanding about the XXXX rental units being on the same property as I described this specifically and explained that this had been a problem with some lenders when I was trying to refinance 2 years ago ( which I was able to do ). While I do not know why the appraisal listed my address as XXXX, my address is XXXX as I stated to your representatives and on my application. It is also the address on my tax bills which you received copies of early in the process. I also confirmed this in emails with your representatives which I quote as follows : On XXXX/XXXX/2016, 1 day after I applied, I received this emailed request : " On that XXXX, it says you have a rental property. Do you still own that property? If you do, we will need : -tax bill if applicable -Homeowner 's insurance if applicable -Lease agreement '' To which I replied via email that same day : " Attached are my tax returns, leases and insurance documents you requested. There is no tax bill for these properties since they are on my home lot. '' So it was made clear as early as XXXX/XXXX/2016 that the XXXX rental units were on the same property with my home. Then, for some reason, on XXXX/XXXX/2016 I received this request via email : " Sorry for the late response. We have been really busy with rates being so low right now. I just now found the email you sent to me. I reviewed those documents and I know we will need a tax bill for XXXX " To which I replied via email that same day : " I just uploaded the most recent tax bill, also emailed you a copy. There is no other income. But just to be clear, there is no separate tax bill for the rental units. I get one bill for the home I live in and that is what I sent you. '' As I stated before, the only tax bills were for my home, address XXXX. How you can come along more than 2 months later and try to create confusion over the rental units or the fact that they are on the same lot as my home in spite of the emails cited above and the phone conversations I had with your representatives at the very beginning of this process is difficult to understand. You go on to state how you declared the appraisal unacceptable, yet you selected the appraiser. I 'm sure there are properties that have rental units along with a residence that have sold in the area. Why not find an appraiser that could provide an acceptable appraisal instead of just denying my loan? Then you say my rental income can not be used. I use it every month to help pay my bills. It has been consistant for more than 11 years without interruption. I explained I needed this income to be included in order to qualify for the loan the very first times I spoke with your loan reps back in XXXX. After checking into this they told me the property would be no problem and I should go ahead and order an appraisal. At this point, with interest rates at XXXX for a conventional 30 year mortgage, I stopped looking for other lenders and believed I had a locked in rate and the loan would get done. As the process dragged out because of your overload of loan applications, rates moved back up and by the time you finally informed me you would not do the loan, rates were at a level that make it not worth refinancing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-18

Albuquerque, NM

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I initiated a HARP refinance on my home in XXXX XXXX XXXX, NV, in early XXXX XXXX with a company called Amerisave. I thought the HARP program was supposed to be seamless but this has turned into a nightmare! I have a high credit score of XXXX and I do own enough assets to cover the loan amount of $ XXXX. However, Amerisave has continued to request documents and disclosures from me over and over again that I already submitted ; there are instances in which I have submitted the same disclosures & documents as much as 3 times. My first concern is why Amerisave can not locate documents that I have already submitted to them and whether the information and documents I have submitted is being stored securely. Misplaced documents include bank statements, copies of XXXX 's, and even my " Certificate of Revocable Trust '' which they have requested twice! Amerisave is holding up my HARP loan refinance by requesting the same documents & disclosures over and over again. I believe this is discriminatory action. I do not think the close deadline of XXXX/XXXX/XXXX is going to be met because Amerisave is holding up the process by requesting duplicate documents a & disclosures which have already been provided to them. I have provided Amerisave with the signed and notarized legal document, " Certificate of Revocable Trust '' that establishes and certifies my trust exists and that the trust is legally established. Amerisave now wants a copy of the part of my trust that designates the beneficiares and the allocation of the trust assets. I have been informed by my attorney that the only document I need to provide to Amerisave is the " Trust Certificate '' which I have already provided twice! The trust document they are requiring me to submit only lays out how the assets will be distributed upon my death and this is like a last will and testament. I know that a California law was passed in 1993, Probate Code 18100.5 that requires only a trust certificate be provided for mortgage loans. Is there a law that covers the requirement of what documentation is specifically required for a HARP loan? Is a trust certificate sufficient, and all that is required by law, for a HARP refinance? Amerisave has requested more documentation, and more diclosures from me than any other lender has in my life! They even requested copies of deeds for properties I already own and requested electronic access to my bank accounts! This company has me extremely concerned because I have submitted so much documentation and information to them more than once, and that they do not seem to have securely stored personal documents and information. The fact that they want a copy of my trust, although I have provided a trust certificate already, has led me to file this complaint! I am more than happy to provide, along with this complaint, a copy of my credit report to validate that my credit rating is higher than the average American citizen, and with copies of e-mails to validate that I have told Amerisave that I have already provided documentation to them that they request over and over again! This company seems to be inept and knowing what the HARP loan process is and what the regulations behind the HARP program requires from borrowers. My
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-16

Finksburg, MD

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: XXXX I started the process of refinancing my mortgage by going to XXXX XXXX. I was contact ed by a company named Amerisave. I made it clear to there representative ( XXXX XXXX ) that I was on long term XXXX. In addition I was contacted by another rep ( XXXX XXXX ) and I informed him as well. There only concern was if my ethnicity was XXXX. It is now XX/XX/XXXX an I was denied credit for something they termed revolving credit concerns. Prior to the denial I was informed that I would have to get documentation for my XXXX that would state I would receive compensation for a minimum of three years. That was the only thing holding up my Re-Fi. My response was, do you ask the non-disabled for a guarantee of three years of future employment? Of course not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-07

Bremen, GA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I submitted an application for a mortgage refinance through Amerisave. They charged me {$420.00} for the appraisal ahead of time, BEFORE THE APPRAISAL WAS SCHEDULED. The documentation that I signed and submitted stated that I would be charged once the appraisal was confirmed scheduled, not when the card number was given to Amerisave. They took the money from my card and available credit prior to the agreed upon time. Additionally, the appraiser stated that he had spoken with the lender, researched the property and the comparable sales. He stated that the reaching the needed appraised value would not be a problem. He spoke directly with me and asked me " How much do you need and why? " ... I told him that I was told that this was an illegal conversation and he stated that we 're on the phone, no proof. Once the appraised value was not met, Amerisave tried to get me to switch to a different product, consistent with their bait and switch tactics of 2014.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: Yes Timely Response

2016-09-06

Watkins, CO

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I applied for a mortgage on XXXX XXXX 2016 With Amerisave Mortgage Corporation. I received an offer and a lock agreement for a {$180000.00} 15 years loan at 2.75 % .+ points discount. During the next 2 months after many emails and phone calls and many document transfers, I was informed that if I did not agree to a new interest rate and 20 years mortgage our loan would be terminated. Well I needed the refi to pay off some bills and for the down payment on my daughters town home. I was between a rock and a hard place as if I started a new application elsewhere it would take another 2 months and she would lose the earnest money and the town home. I had to take the new rate at XXXX and no reduction in the points for the loan. Not only was I taken advantage of by Amerisave Mortgage, if after all is said and done they also XXXX with the points charges. I believe that I am not the only person preyed upon by Amerisave Mortgage as a lot of their reviews on the internet paint them in a very negative light.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-02

Palmerton, PA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: In XXXX 2016 I received a phone solicitation from Amerisave Mortgage to refinance my home. I told the caller I refinanced 2 years ago and have been trying to do so again because of low rates but have n't found anyone to do it. I explained the problems I had when trying to refi were either because of this being a multi-family property or if done as a single-family then they would n't use my rental income which I need to qualify. I said please do n't waste my time unless these issues wo n't be a problem. I was then put through to a salesman XXXX XXXX who I again explained all of this to. He checked some things and then came back and said none of that should be a problem for Amerisave. He asked me to send all my financial information so I sent everything requested. Next came the point where I had to agree to an appraisal to lock in the rate and move forward. Again I explained I did not want to pay for an appraisal if there was going to be any problem with my income or the property. I was assured that as long as the appraisal came in with a value close to what I estimated there would be no problem. So I said ok to the appraisal and paid {$450.00} to the appraiser Amerisave selected. The appraised value came in higher than estimated so everything looked good according to XXXX. All that remained was the underwriting step, but was told because of Amerisave 's current backlog that might take a few weeks. So I waited, and waited. On XXXX/XXXX/16 I received an email from XXXX XXXX at Amerisave stating " I wanted to let you know your file has been assigned to me for processing. I will be reviewing your file in the next 24 hours and will contact you via email and phone to go over what documentation will be needed in order to submit your file to the underwriter. '' I heard nothing further from XXXX XXXX. Then, on XXXX/XXXX/16, I received an email from XXXX XXXX of Amerisave stating the exact same thing, " I wanted to let you know your file has been assigned to me for processing. I will be reviewing your file in the next 24 hours and will contact you via email and phone to go over what documentation will be needed in order to submit your file to the underwriter. '' Apparently nothing had happened since XXXX XXXX. More waiting. On XXXX/XXXX/16, after sending an email to XXXX XXXX asking if I should pay my XXXX mortgage payment or if my loan closing would be happening before it was due, I received a reply from him that said " *** Suspended *** ''. That 's all it said. So I called Amerisave 's customer support and asked what that meant. They could not give me an answer but later that day I received an email from XXXX XXXX telling me Amerisave would not be doing my loan because my house was " not eligible ''. I asked what that meant and was told the underwriter said it was ineligible, it did n't meet their risk profile, then I was told they could n't use my rental income so I would n't qualify because of that. I asked why and was just told again that my property was ineligible. I was shocked after all the time spent gathering and sending information, downloading, signing and returning forms, after more than 2 months thinking all was going well to find out I would not be getting the loan. I locked in 3.375 % and now rates have gone up so trying to refinance with someone else does n't make sense for me. I refinanced 2 years ago and did n't encounter this ineligible problem so why now and why did it take almost 2 months to tell me. I am also currently waiting for a response to my request made on XXXX/XXXX/16 to XXXX XXXX that they reimburse me for the appraisal fee since I told them all honest information up front and emphasized I did not want to pay for an appraisal unless they were sure they could do the loan, which they said they could. On XXXX I received notice that the appraisal was unacceptable. Unbelievable.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: Yes Timely Response

2016-09-01

Albuquerque, NM

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was n't able to close on my mortgage on my first attempt due to circumstances well beyond my control. The first appraisal that I received was on the low end but gave me what I needed. By the way I would not sell my house for that amount. Because of the delay, the appraisal was not able to be used, so I had to pay another {$500.00}, or rather be gouged for another appraisal. The first appraisal was less than 120 days old. The second appraisal came in at XXXX percent less with comps that were not even close to the quality, style, and square footage of my house, and the person spent about 10 minutes at my house tops. I did not realize that XXXX was an affiliate of Amerisave, and now I feel duped into having to pay for another appraisal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-24

Patterson, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Since I 've already paid into the process of the inspection, the refinance office has been especially slow in answering questions I have to get my loan processed. They have at times made me wait 48 hours ( possibly longer as I 'm still waiting ) for an answer to valid applicable questions.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-08-22

CO

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: When we applied for a loan with Amerisave mortgage, we were required to supply a credit card for an appraisal before we ever got a good faith estimate ( GFE ). Amerisave essentially performed a bait and switch on us by asking for additional items not required by any state or federal law in an attempt to charge even more eroneous fees to pad their bottom line.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: Yes Timely Response

2016-08-22

San Jacinto, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Why I can get to refi my home I have over 35 % equity and income to qualify, because I am XXXX and XXXX years old, On XXXX XXXX, 2016 I submitted my application to refinance my home, I received email from XXXX XXXX ( XXXX ) she will be my loan Originator ( NMLS XXXX ) after lucking the interest rate at 3.625 % that it will expired XXXX/XXXX/2016 ( 60 days from lucking date ) and submitting all required document including the appraisal fee of {$490.00} and WAS ORDERED ON XXXX/XXXX/2016 and it will be return after loan is funded, flood certificate, linear Borrower Authorization ( XXXX/XXXX/16 ), Title was ordered on XXXX/XXXX/16, on XXXX/XXXX/16 after talking XXXX XXXX and getting an email that " my application is completed and waiting for processing about 10-12 business day away for processing '', on XXXX/XXXX/16 emailed from XXXX XXXX ( XXXX said XXXX moving into different role and XXXX taking over, on XXXX, I asked XXXX if the loan is not funded by XXXX the interest rate locking will expired on XXXX she reply " we will extend it at no cost to you '' but my rate did expired and was not lock, on XXXX/XXXX/16, XXXX XXXX XXXX ( XXXX ) Processor NMLS XXXX, emailed me that " your file assigned to me for processing loan assigned ", on XXXX XXXX XXXX my bank statement and taxes again so I emailed her except my SSA income for my daughters that Can not be down loaded from social security administrator so I called social security and it will take few days to get them before I received them on XXXX/XXXX/16 I received email from AmeriSave that '' after reviewing your application we closed your file for incompleteness or we are unable to approve your loan '' so emailed XXXX and she emailed me on XXXX/XXXX/2016, " I am not sure why you receive a decline notice by email today, I am looking into the issue right now, I told the processor I was still waiting on additional income from you BUT THE LOAN SHOULD NOT HAVE BEEN DECLINED and I apologize for confusion '' and XXXX I received email that we receive you appraisal that appraiser ( XXXX XXXX ) sent on XXXX/XXXX/2016, then on XXXX/XXXX/2016 I received another email that my application was closed according to XXXX, " creditor must notify applicant of their lending decision WITHIN 30 DAYS OF FILING OF A COMPLETE application and can not be discriminated of their age '', XXXX/XXXX/16 I filed my application I do n't think they even look at my application until XXXX and AmeriSave wasted 3 months and {$490.00} and emailing me that my application is incomplete, please login to my file at AmeriSave, user ID is XXXX and password is XXXX I need my {$490.00} back because no lender accept the appraisal I was submitted and if the interest rate is higher 3.625 % they must pay the discount point and processor need to be audit it the review is very bad too. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-19

Newnan, GA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: I applied for a cash-out re-fi on a property i own free and clear. My loan was conditionally approved. The lender request that I provide additional documentation to explain my social security XXXX income. I had already provided several forms of verification such as award letters ad bank statements. My loan was put off for 2 months and then reassigned. I was then asked to provide documentation as to how long i would receive social security. I provided a letter from social security showing that i had recently been re evaluated and and my XXXX was continuing. I was then asked to provide a letter from my doctor.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2016-08-16

Arlington, VA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response