Complaint / review text:
On 1/6/09, I completed the online application and understood it cost $35 charged to my credit card. On 1/10/09 (Saturday), I received a call from the loan officer, Jake, letting me know documentation was coming. On 1/11/09 (Sunday), I received an email with documentation to download. I had to send the documentation to my fiancee's work email to download and print as I couldn't do that at home and had instructed the loan officer to regular mail me any information. On 1/12/09, I reviewed the refinance loan documents and the appraisal and discovered issues.
On the same day, 1/12/09, my fiancee and I had a phone conversation with the loan officer, Jake, expressing our concerns and decided to stop the process. My fiancee emailed from her work as a follow up to our phone conversation that morning our desire to stop the refinance since the numbers didn't work and the documentation was not in order. Amerisave (Jake) stated we were responsible for a $500 termination fee! We questioned that and were met with rudeness and the Underwriting manager, Darla 's inappropriate response to involve my fiancee's place of business.
Darla thought my fiancee was a competing mortgage loan officer because she was employed with SunTrust, so she assumed SunTrust Mortgage when she was employed with SunTrust Bank. Darla sent the entire email communication about my refinance to SunTrust Mortgage's senior VP of correspondent relationship to leverage her position and create drama for my fiancee because Darla thought she was losing the deal to SunTrust - when in fact we were Amerisave's customers!
From 1/10/09 to 1/12/09 was when this matter occurred with most of the communication happening on 1/12/09 - the appraisal was done on 1/8 prior to us receiving any loan documents and when we had received the initial loan documents and disclosures. On 1/12/09, we requested the transaction stopped but were met with extreme resistance and had already been charged fees that we had not authorized.