ComplaintsforAmerisave Mortgage Corporation

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amerisave promised information that was misleading to lock in a rate and loan amount. That was not true

  

  Business response

  07/22/2024

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/01/2024 we had flooding in our basement that lead to needing our carpet in the whole basement torn out and a dry company came out to dry out the basement and get the moisture out. We need all new flooring and baseboards as well. We filed an insurance claim and per their policy, our checks were written out to my husband, me and the mortgage company. We signed them and returned them to the mortgage company to sign and return. The signed the first check within a couple weeks and sent us the money. The second check, we are still waiting on. They will not release our money. They state we were behind on our mortgage then the flood happened. We were in the middle of a modification which has since been approved and everything is good in the loan. It is now July and we need the funds to fix our basement. We are making the repairs ourselves and need the money to purchase the flooring and supplies. They state the won't pay us until the repairs are done. I was told by one person to send a letter and list of supplies and cost needed and they can approve disbursement. They are now saying they can't. We are 3 months into this and still have no basement. My daugther's room is down there and currently has cement floors. This is ridiculous. We are being told something different by everyone we talk to. We just want to do our repairs so we can have our home back!

  

  Business response

  07/12/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on July 10, 2024.In your correspondence, you stated that you faced property damage because of a flood, filed an insurance claim, and signed loss draft checks for our company to endorse. Still, we refused to release more than one check because your payments were past due before the damage occurred. However, a loan modification brought the account current, and you require funds to repair the property, but we will not release a payment until the repairs have been completed. You mentioned that you were advised to send a list of supplies before the disbursements can be approved; however, we claim that we can no longer release the funds and consistently provide contradictory information.  You requested a refund. We have reviewed your concerns, and our response is indicated below.

  Our records show that your loan was successfully modified on June 10, 2024, which brought the account current and due for the July 2024 payment of $1,961.44.

  We were notified about the damage sustained to your property when you contacted our office on June 11,2024. Our office advised to provide a signed letter and estimated cost of repairs. Upon receiving this information on June 14, 2024, an insurance loss proceeds check of $4,599.81 was endorsed and mailed to you on June 25, 2024.  

  We can confirm that you contacted our office on June 28 and July 1, 2024, to inquire if we obtained additional loss draft proceed checks and were advised the funds had not been received yet. On July 1, 2024, we received a loss draft check of $4,953.60,which we began processing for endorsement. On July 8, 2024, we received approval from our **************** to release the approved referenced funds.  A representative advised you of this information during a phone conversation on July 9, 2024, and informed you that we can only endorse and release funds in increments of 25 percent because your payments were delinquent before the property damage occurred. 

  Please be aware that on July 9, 2024, a partial payment of your insurance loss proceeds of $1,238.40 was deposited to the bank account that you have specified. Additionally, on July 10, 2024, the final loss draft payment of $3,715.20 was remitted to your bank account. Please allow up to 3 business days to receive the funds in question.

  We sincerely regret any inconvenience we may have caused when you contacted our office to discuss this matter. We hope this correspondence satisfies your requests.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. 
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer applied for a loan on 7/2/24 with the company but decided the interest was too high and called to cancel on 7/3/24 within the cancellation period. He received a call on 7/6/24 from the business asking him if he would reconsider and he told them he did not want the loan. The business still wired $32,326.28 into the consumers account on 7/8/24 anyway.

  

  Business response

  07/18/2024

  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.
  Although the loan closed on 7/2/2024, per the consumers request, the loan was rescinded on 7/3/2024 and the funds were reversed. AmeriSave apologizes for any inconvenience to the consumer.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We closed on our old home over two months ago and still have not received our escrow balance check from Amerisave. They claim they sent it out to our old address. However, we have had our address forwarded to our new address prior to them having sent the check out. They are now telling us it will be another ***** days before we get another check issued to make sure the original check wasnt cashed.We closed on 5/1/2024.It is now 7/3/2024. And we have still not received our check.

  

  Business response

  07/09/2024

  Dear *************************** and ***********************: 
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on July 4, 2024. In your correspondence, you stated that you sold your property two months ago but have not received your escrow refund check. You also said that you were informed that the check was sent to your former address, but you updated your mailing address before the funds were issued. You further stated that you are being advised to wait ***** days for another check to be reissued. We have reviewed your concerns, and our response is indicated below.
  
  Our records show the loan was paid in full on May 1, 2024. Although we received your request to change your mailing address on file to reflect the above-referenced address on our ********************* on May 14, 2024, your records were not updated when the escrow refund check of $7,040.94 was mailed to your previous mailing address on file on May 16, 2024.
  
  Please note that per the *********** Settlement Procedures Act (RESPA), we have up to 30 business days to review and respond to inquiries sent to our ********************* or any other means of communication. Additionally, our office answers inquiries in the order they are received.Due to the volume of correspondence, we receive, receiving a response may take this full timeframe. For immediate assistance, please contact our *************************** at the number below.
  
  On May 31, 2024, we responded to your email received on May 23, 2024, and confirmed that your mailing address was updated to the above-referenced address. On June 18, 2024,we opened a task to reissue the funds after you contacted our office and advised the escrow refund check had not been received yet. As such, on June 24,2024, the check for $7,040.94 was successfully reissued and mailed to the above-referenced mailing address.
  
  Our office recommends allowing 15 days for mailing. If the check is not in your possession after 15 business days, you may contact our *************************** at the number below to request the funds be reissued.
  
  We appreciated the opportunity to service your loan. We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at                       **************, Monday through Friday, from 8:00 a.m. to 8:00 p.m. CST.

  Customer response

  07/09/2024

   
  Complaint: 21940880
  
  I am rejecting this response because:

  It is now 7/9/2024. We still have not received our escrow check in the mail. We have received plenty of other mailed responses every time we send a secure message. How is it that you do not send checks certified mail? Or deposit electronically. We have never ever been late on our payments to our mortgage.

  This Issue is not resolved until we officially have our escrow check. I ask that you please send our check to us via certified mail with a tracking number. Or that you send it to us via electronic transfer. 
  

  There is no way to prove to me that as of right now your company has actually sent the check to us. 
  

  We have no tracking number, no check? 
  

  Our mail has been forwarded from our old home since we closed on the house. We have gotten other correspondence from Amerisave that was mailed prior to 5/14/24 that had been forwarded to our new address. So that reasoning makes no sense.

  Like I said this issue is not resolved until we have our escrow check.
  

  As far as I am concerned youre holding onto our money for over two months now.

  As I have no way of confirming that you have actually sent the check.

  
  Sincerely,

  
  ***************************

  and 
  *********************;

  

  Business response

  07/17/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on July 10, 2024.In your correspondence, you stated that you have not received your escrow refund check but are still receiving other correspondence submitted from our office via mail. You also requested us to reissue the check through certified mail with a tracking number or electronic transfer to ensure the funds were sent to your mailing address. We have reviewed your concerns, and our response is indicated below.
  
  Please be advised that on July 12, 2024, we placed a stop payment on your escrow refund check of $7,040.94, previously dated June 24, 2024, and reissued the funds with next-day delivery, and a ********************* ***** tracking number of 1Z6433650190566294.  Please allow up to three business days to receive this check. You may visit the *** website for updates on your delivery.
  
  We regret any inconvenience we may have caused and hope this correspondence satisfies your requests.
  
  We appreciated the opportunity to service your loan. We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at                       **************, Monday through Friday, from 8:00 a.m. to 8:00 p.m. CST.

  Customer response

  07/19/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my current mortgage with Amerisave and is in excellent standing, never late and have always paid more than the minimum due. I reached at out to Amerisave on June 3rd to inquire about a HELOC. I was asked questions regarding my employment, salary and how I planned on using the funds I would be pulling out. After I went over this with the load officer I was informed there would be no issue moving forward. They pulled credit and again stated everything looked good. They were VERy responsive the first couple days. I was then transferred to another agent who was incredibly rude and short with his answers. He told me I was given the wrong information , and well "people make mistakes". I was asked and provided for W2's, employment verification and other tax docs, which I provided multiple times. When I was finally able to speak to the agent again he went over my tax returns with me and he was clearly not familiar with the business returns and how to read it. He said he would send if off to the underwriter but he just wasnt sure. I tried for another 10 days to reach someone. My calls were always sent directly to voicemail. I finally emailed and said to cancel my loan. They responded immediately and said they would call right away, but again no on called. I was charged $300 on the first call after I was assured there would be no issue and loans usually close in 2 weeks. I feel this was a complete bait and switch and will tell you anything to get the initial fee. This is very disappointing as when I went through the process to get my original loan a few years ago there was no issue at all.

  

  Business response

  07/19/2024

  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 $300 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 $300 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. 

  Loan documentation is not requested arbitrarily.AmeriSave must underwrite and document loans to meet agency and investor guidelines.As is common during underwriting, additional documentation provided may result in a lender having to go back to the applicant for clarification or additional supporting documentation. Unfortunately, a review of the income documentation determined there was insufficient income for the amount of credit requested. A Statement of Credit Denial was submitted to the consumer on 7/3/2024.

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

  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had $500 taken from me before the loan originator had determined if I made enough money to attain the loan. This feels like unfair practice and extremely preventable. Im a public school teacher. I work hard. And I feel like Ive been scammed by a mortgage company loan officer. The loan officer, *****************************, kept sending me loan estimates where he wasnt paying off the loans I specified to him. He told me that they had to pay off the ****** which wasnt true because that wasnt even the property we were discussing. Thr HELOC is on my investment property and we were discussing my primary residence. If you look through our correspondence and listen to phone calls, ***************************** was unprofessional in many ways ranging from mixing up my properties to prematurely taking $500 good faith $ from a woman he claims he cant help. If I dont make enough money, why was I at the finish line with Rocket mortgage weeks ago? I still hold a preapproval letter from them and made it through their underwriting. I provided them the same taxes and W2s that I provided to Amerisave. They pulled the same credit. The only reason I didnt cross the finish line with that FHA refi was the appraisal came back low. When ******* started to ignore my emails and calls and make mistakes and mix up my properties and the cards that I wanted to pay off, this was when I realized this person had no idea what was going on. So, I sent my first complaint to Amerisave (mlynn@amerisave) and I emailed him and asked for my good faith money back. He replied he couldnt refund, but said he was working on my loan and so I continued to try to work with him despite my bad feelings about him. This was just all so preventable. The $500 good faith money should not be taken if the customer doesnt make enough money for the loan. I would like my $500 good faith money refunded, and I would like someone to speak with employees about pulling the appropriate income documents before taking good faith money.

  

  Business response

  07/15/2024

  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 makes every attempt to confirm a customer will qualify for a loan prior to moving forward, a loans final approval must come from a qualified underwriter reviewing all documentation including verifying the customers income.  The Loan Originator (**)prequalified the consumer using income from the consumers ****** rental property. Unfortunately, once tax returns were received, AmeriSave learned that the consumer actually claims the rental income under a Schedule C business and shows a loss. Without the initially stated income this consumer is not approve eligible; if the income information provided upfront was accurate the file would have been approve eligible.
  In the interest of good service, the ** should clarify the consumers loan is prequalified at the time of the initial application pending verification of the essential application data.
  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 apologizes for any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  Customer response

  07/15/2024

  I told my LO, *****************************, that my ****** income was written off with business startup expenses. I explained that only my teacher salary was able to be used for this loan. I passed  underwriting with Rocket mortgage weeks prior and still have the preapproval documents. I used the same income. Im still puzzled why I passed underwriting with them, and not amerisave  
  

  ***************************** would not, and still wont, answer my emails or calls. He mixed up my different properties when we were on call on numerous occasions. He also led me to believe that my teacher salary was enough for this loan and prompted me to pay $500 prematurely. According to this reply, it seems as though it would be good practice for a loan originator to look at income on tax returns prior to asking for good faith money. This is what Rocket mortgage did. The only reason I wasnt able to move forward with them was my appraisal came back low. I passed underwriting for a cash out refi with them weeks prior to this unfortunate situation.
  

  This was completely avoidable and Amerisave can, and should, do better. Their LOs need better training. The incompetence of my loan officer was staggering and if theyve listened to all of our recorded calls and read our texts, they should clearly see that and refund the good faith money that was taken from me prematurely. 

  

  Business response

  07/31/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  No new information has been provided by the consumer for review. Per our previous response, 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. Any inconvenience to the consumer is regrettable.  AmeriSave has made a good faith effort to address the consumers concerns. 

  Customer response

  07/31/2024

   
  Complaint: 21931509
  
  I am rejecting this response because:
  
  This company has refused to answer my emails and has been very unprofessional (mixing up my properties on a couple occasions, refusing to answer emails and phone calls)
  

  After working with several mortgage companies, I was blown away by how unprofessional ***************************** was with my case. 
  

  This was avoidable and consumers deserve better. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/08/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond.  No new information has been provided by the consumer for review.  Any inconvenience to the consumer is regrettable.  AmeriSave has made a good faith effort to address the consumers concerns. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started the process of applying for a home equity loan about a month ago. I worked with a gentleman named *********************. My home is paid off, my credit score is over 800, I was a school secretary for ************************************************************************************************************ February. I provided paystub for my previous paystub from my current job two years of W-2s. I told ******* that I had paid off my home with an inheritance I received from my father who passed away. I was upfront about everything around the Second week in June, the inquiry started. Nothing I provided was good enough. He would ask for something I would send it, but then he would ask for something else and until now which is now July 2 Im still trying to provide things that I dont have. They are obsessing over the inheritance I received from my father, which was a cash inheritance from his bank account. my brother was on the account with him. It was a joint account. My brother had bank checks made out two different ones for me for my half. I explained why there was two instead of one my brother wrote them and explained that he was the executor and what he did there was no lawyers and no probate which he was aware of yet he continues to ask me for things that I cannot provide which means my loan will get denied and I will lose the $500 I can upload the documents I sent to him upon request, but Im not sure how secure it is to do that so I will wait to hear if you need them

  

  Business response

  07/16/2024

  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 makes every attempt to confirm a customer will qualify for a loan prior to moving forward, a loans final approval must come from a qualified underwriter reviewing all documentation including verifying the consumers income. Loan documentation is not requested arbitrarily. AmeriSave must underwrite and document loans to meet agency and investor guidelines. It may seem AmeriSave is asking for documents the consumer already sent, but that is usually not the case. As is common during underwriting, additional documentation provided may result in a lender having to go back to the applicant for clarification or additional supporting documentation.
  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. 

  As a courtesy, the $500 Lock and Shop Fee refunded on 7/8/2024 to the credit card initially charged. AmeriSave regrets any inconvenience to the consumer and trusts this matter is resolved satisfactorily.

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Agent said that $500 fee to lock in a mortgage rate was refundable. When we had to change plans in pursuing a refinance, Amerisave kept our $500 after agent told us it would be refunded.

  

  Business response

  07/16/2024

  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 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attempting to pay my mortgage and calling loan serving and customer service for 20 days and they NEVER answer. I JUST WANT TO PAY MY MORTGAGE!!! I have left several messages and still not received a call back

  

  Business response

  07/02/2024

  Dear *********************************** and ***************************: 
  
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on June 27, 2024. In your correspondence, you stated you have been attempting to pay your mortgage, but when you contact our **************************** you never get a representative. You further stated you would like to pay your mortgage and would like us to contact you. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate you contacted our *************************** on May 30, ************** about a modification. The representative assisted you by transferring you to our *************************** You requested to defer your June 2024 monthly payment due to loss of income. The assisting representative advised that you could consider forbearance and advised you of your payment grace ******* You stated you could make the payment before the grace ****** ends and declined the loss mitigation assistance.
  
  Please note that we do not show any calls made to us until June 26, 2024, when you made a payment by phone. This payment was processed on June 26, 2024, for $812.31 for your June 2024 monthly payment and $7.69 towards principal only. At the time of this letter, your loan is due for $783.79 on July 1, 2024.

  
  After further review of your loan, we do not show any stops preventing you from making a one-time payment online. For your convenience, the following payment options are available:
  
  1) Pay online at.
  2) Pay-by-phone at **************.
  3) Automatic Payment Program; this program automatically drafts your monthly payments from a checking or savings account. If you would like to enroll in this program, please contact our *************************** at **************.
  4) Mail your payment directly to the following address:
  
  AmeriSave Mortgage Corporation
  PO Box 371306
  ********************-7306
  
  We sincerely apologize for any frustration or concern that *** have been caused by trying to get ahold of a representative to help make a payment. We strive to assist every borrower who calls in as soon as possible, but if we experience a high call volume, wait times *** take longer than desired. We work to ensure that all inquiries from borrowers are processed fully and any concerns are resolved to the best of our ability. Our goal is to provide you with the service you expect and deserve in the future. We apologize for not meeting your expectations.
  
  If you would like to contact our *************************** again, you *** use the number provided below for further assistance.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 7:00 a.m. to 7:00 p.m. Central Standard Time (CST).

  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has called me daily for 2 weeks in spite of requests to be removed from their call list. It is becoming disruptive to my normal activities.

  

  Business response

  07/10/2024

  AmeriSave Mortgage Corporation (AmeriSave)appreciates this matter being brought to its attention and the opportunity to respond. 

  AmeriSave added the phone number(s) in our records ending with 2337, 7337, and 7336, associated with the consumer to our Internal Do Not Call List on 6/24/2024, following receipt of this request. AmeriSaves phone records indicate that no additional calls have been placed to the applicable number(s) since that time. 

  In addition, the consumer may register their number with the National Do Not Call Registry at www.donotcall.gov or **************. 

  AmeriSave regrets any inconvenience to the consumer and their family members resulting from this matter. 

  Customer response

  07/10/2024

   
  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,
  
  *************************

*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. ↩