ComplaintsforAmerican Financing Corporation

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Heard about American Financing on AM radio during the Hannity show decided to check it out. Spoke with a Mr ********************* license #****** personable fellow. Had to lift a credit freeze for the process and send a copy of my driver's license and social security card. ******************************************* sent the paperwork *** never heard back *************** mentioned something about *************** of financing. Passed me off to a very rude lady who had my information incorrect basically instigating an argument regarding my tax return. Long story short I never received confirmation or decline correspondence in return had to call the company spoke with a ***************** real piece of work told me he did not have to send me the paperwork explaining why I was turned down for said refinancing. I would have to go online. That's not going to happen. I want a hard copy for my files. GOD works in mysterious ways after reading reviews glad I didn't do business with company and ******* should be ashamed of the endorsement.

  

  Business response

  04/15/2024

  Ms. Farworn started the loan process with American Financing in January of 2021.  We were unable to complete the mortgage refinance due to excessive obligations in relation to income (debt to income ratio).  With regard to the incorrect address, on Ms. ********* 2019 W2's her address was incorrect.  We did correct that in the system after we received clarification from Ms. ***************** August of 2023 Ms. ******* called to ask about her statement of denial.  We spoke with her and thought we had addressed all of her concerns.
  

  American Financing will mail out another copy of Ms. ********* denial letter.

   

  

  Business response

  04/15/2024

  Ms. Farworn started the loan process with American Financing in January of 2021.  We were unable to complete the mortgage refinance due to excessive obligations in relation to income (debt to income ratio).  With regard to the incorrect address, on Ms. ********* 2019 W2's her address was incorrect.  We did correct that in the system after we received clarification from Ms. ***************** August of 2023 Ms. ******* called to ask about her statement of denial.  We spoke with her and thought we had addressed all of her concerns.
  

  American Financing will mail out another copy of Ms. ********* denial letter.

   

  Customer response

  04/15/2024

   
  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,
  
  Nova Farworn

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The practice has had me legally pay bills and fall in debt to now where i may lose my home because this worker on a recorded line had me paying off debts and all kinds of stuff to qualify and now because he has put himself in a uncompromising position he has cancelled my loan i am in 5000 of debt because i listened to him he deserves to be reprimended and i will seek a lawyer over this for falsely doing this just to make money off me

  

  Business response

  02/22/2024

  ********************* came to ** last fall looking for cash to pay off his debt.  When he came to us we had to put his file into *********** to increase his credit score so we could complete the loan. The plan that *********** put together for ********************** did require that he pay off some of his debt, to imprice is credit score.  ********************** agreed to complete this and his credit score did increase.  All communication and plans that the *********** team puts together have the following disclosure: ."Achieving a desired score is not a guarantee for loan qualification - Credit repair is just the next step in your mortgage journey. Once the desired score has been achieved your Mortgage Consultant will walk you through the rest of the process."   Also this service was free for **********************.  
  
  After ********************** completed the *********** plan, we started to process the loan.  An appraisal was done on the home and the value came in lower than expected.  In turn, the cash to close for ********************** was less than what he was wanting. This upset him.  Appraisers do not work for American Financing; they are a third party vendor, and this is done to protect the borrower.
  
  American Financing understands ************************** frustration.  If ********************** would like to move forward with the cash out refinance we are happy to help him complete this.  We are more than happy to have a conversation with him to walk through options.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to refinance my home with American Financing for months now. Everytime I am close to closing, the company finds a new thing to charge me for. They sent out an appraiser who unvalued my home and now the closing costs are exorbitant. The staff is absolutely incompetent. Stat far away from this ripoff company.

  

  Business response

  02/08/2024

  *************** started this application for a refinance on 12/30/2023 less than 45 days, this is not a lengthy period of time to process a cash out refinance. In addition, **************** purchased this property last year and the first payment on that property was due 7/1/2023 and you must wait 210 days before a refinance can be completed that would have been 1/27/2024, so she would not have been able to close this loan prior to 1/28/2024.  American Financing requires survey coverage for all properties located in **********, in turn **************** would never have been told this was not a requirement to complete the refinance or there was an option to waive this needed item.  Yes there is a fee associated with this survey.  The survey is the one item remaining to complete this closing.  With regard to the appraisal coming in lower than expected.  The appraiser does not work for American Financing, they are a third party vendor.  This is done to protect the borrower.  We have no authority or ability to modify the value of an appraisal. 
  
  
  American Financing is doing everything they can to complete this for **************** in a timely manner.  We pride ourselves in providing the best customer service and hope that we can get this loan completed in a timely manner.

  Customer response

  02/15/2024

  Please reopen this case.  I did respond to your prior message.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been inquiring since I refinanced ***********, and every time I would speak with someone at American Finance, they denied that they; had in fact reabsorbed my **** loan into my mortgage when I refinanced. Today, I spoke with a supervisor (***** or ******* ??), *** basically asked me to prove that his people ignored the documentation that I had sent them. When I suggested, that perhaps it might be best for me to contact the BBB, He told me "To do what ever I felt like I needed to do." MY mortgage went from *******. to *******. Which told me that they had in fact added that in, even though I paid it off, long before I refied my home. So I have been paying interest on money that I didn't owe, as well as the reinsurance to cover the loan,, that I no longer owed. I am asking for a full refund of the money that I paid, as well as the interest and cost of ins.

  

  Business response

  06/08/2023

  *************** took our her original loan with **** (******** Housing and Finance Authority).  CHFA then sold her loan to HUD/FHA in February 2021.  When CHFA sold her loan to HUD/FHA, HUD/FHA paid the loan in full to CHFA.  In turn, **************** received a paid in full letter from CHFA.  She still had a mortgage loan it was just now owned/serviced by HUD/FHA.  She then come to American Financing for a refinance.  In doing the refinance American Financing received the payoff amount for the mortgage from HUD/FHA, that amount was $221,000.  Her closing costs were approximately $5,000.  She also received $2000 cash back at closing.  $221,000 + $5,000 + $2,000 = $228,000 the total of her current mortgage.  Her total monthly payment includes monthly payment, interest, mortgage insurance, taxes and homeowners insurance.  Her current payment is correct, she is paying the correct amount of interest on a $228,000 loan.

  I hope this clears up the confusion for ****************

   

  Customer response

  06/13/2023

   
  Complaint: 20136829
  
  I am rejecting this response because:
  HUD, did not pay off the loan, I did, prior to my home being refinanced. I paid the amount in full with a personal check, to CHFA. Their research ***** Is obtaining a copy of my check, used to pay it. But they said it could take 30 days. Plus. I received documentation from Chase, who currently holds my loan, and I was charged $225 dollars for closing cost, so why did American Finance charge me $5000.00 for closing cost?
  Sincerely,
  
  Y'*************************

  

  Business response

  06/15/2023

  I wanted to send this to you as a follow up. 
  
  The pay-off letter for **************** is attached - it clearly shows that she owed $221,116.39 on this mortgage.  This is what we used to pay off her loan during her refinance.
  The $225 from Chase that she is speaking of was charged to American Financing.
  The (approximate) $5000 in closing costs is what American Financing charges for our services.  As an originating lender we charged closing costs along with 3rd party fees.
  The personal check she is saying she used to pay off CHFA would have had to have been in the approximate amount of $221,000
  

  
  

  Customer response

  07/17/2023

  I still have not received a proper response. American Finance, stated that my **** loan was absorbed into my loan bud HUD. I shown proof That I paid it out of my account. I need my money back, since "it was absorbed". Then all this time I've been paying interest and fees on something that I should not have. What must I do to get my $9005.50 back?

  Customer response

  07/28/2023

  I have submitted the bank statement and a copy of my check log. and this format is not allowing me to attach it here

  

  Business response

  07/31/2023

  I have attached the payoff document for ****************' loan.  This is the loan that was paid off when she refinanced with American Financing.  It is in the amount of $221,116.  Everything she is documenting occured before her refinance with American Financing in May of 2021.  

  Customer response

  08/10/2023

   
  Complaint: 20136829
  
  I am rejecting this response because:
  They said that my **** loan has been absorbed by HUD, so I am requesting that. The $9005.50, that I paid, be returned to me.
  Sincerely,
  
  Y'*************************

  

  Business response

  08/22/2023

  I am once again attaching the payoff documentation document for ****************' loan.  This is the loan that was paid off when she refinanced with American Financing.  It is in the amount of $221,116.  Everything she is documenting occured before her refinance with American Financing in May of 2021.  Whatever funds were paid (including the $9k) to CHFA prior to this refinace will need to be taken up with them.  American Financing is not affiliated with CHFA.

  Customer response

  08/30/2023

   
  Complaint: 20136829
  
  I am rejecting this response because:
  As I stated when they first sent this response. THAT. Is exactly my point. I had already paid off the $9000 for the **** loan. Yet. I was told, that it was absorbed into my loan when I refinanced. It can't be "paid off" & absorbed into the refinance. It's one or the other. The initial response very specifically stated, that my **** loan, was absorbed into the loan. Since I'm paying interest on that balance now. At the very least, I would like my cash back. 
  Sincerely,
  
  Y'*************************

  

  Business response

  09/07/2023

  The pay-off amount we received from CHFA for ***************' refinance in May 2021, was the amount that was paid by American Financing to complete the refinance. (See document 1st Payoff attached) We do not have access to any payments or documentation that **************** received or paid prior to this refinance.  She will need to go to CHFA if she believes that the payoff amount that CHFA sent to American Financing was larger than it should have been.  American Financing has no knowledge of any of ****************' dealings or conversations with CHFA prior to the refinance in May 2021.  

  Customer response

  09/18/2023

  I did respond. They said my **** loan was absorbed into my refinance. I said I want my money back. 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an inquiry form on American Financing website about 3:30pm on 9/6/2022 during my afternoon work break. I received an email confirmation at 3:35pm. I went back to work but between 3:30pm and 5:00pm I received a total of 4 texts and 5 phone calls. At approximately 7:00pm I received yet another call and at that time, asked to be removed from their contact list. I expressed my frustration over their very aggressive sales tactics and did not want to be contacted any further. End of story, or so I thought...I wake this morning and check my email, I received an email at 10:11pm and by 8:23am already had yet another call. I advised the person on the phone that I already asked to be removed from contact lists. And instead of letting me finish, which I was speaking rationally, I kept being interrupted. I was told well why did you fill out the form, did you get your answers, etc. I expressed that I filled out the form to start an inquiry. I stated that no, I did not get any answers, because I wasn't going to do business with an organization with such aggressive tactics. The gentleman who confirmed I was on a recorded line, was quite rude and I expressed that it was not the way to do business.I submitted a form to inquire about refinancing my home. I did not apply for an assault of various forms of contact within less than 24 hours. I understand that they want the sale, but I've never seen such an invasive form of contact. I equate this to harassment and the organization should adjust their tactics.

  

  Business response

  09/07/2022

  ***************** has been removed from all communications.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  American Financing is using deceptive advertising, and its agents are verbally stating they offer financing options that are not available. They also took information for an application before my approval and ran credit. I'm a high-tier credit with a high income. My issue is using false advertising and verbally telling clients that they offer a program that isn't available only to obtain personal information that I suspect they then sold. We began to receive text and phone calls from several lenders within 24 hours of this experience with American Financing. I have an unauthorized credit inquiry as well. Stop advertising this way.

  

  Business response

  05/25/2022

  American Financing understands why **************** is upset, but not completed this loan was beyond our control. We wanted to do this loan for **************** but the investor changed its requirements during the initial process.  When we started the process the investor guidelines were 10% down payment, and within one week the investor changed the guidelines to 20% down payment.  American Financing does not service its own loans so we must follow the guidelines of our investors.  

   

  With regard to selling Ms. ******' data.  American Financing's privacy policy clearly states that we do not sell any borrower data.  Although all of the credit bureaus sell borrower data.  Once ****************' credit was pulled there were several lenders that received alerts from the credit bureaus.

   

  **************** is also contesting the credit pull.  She gave American Financing permission to pull credit not once, but twice on the call.  She wanted to make sure their credit was pulled prior to the scheduled appointment that evening so they had clear numbers.  She stated she was getting a second opinion from another lender and wanted to compare the two lenders quotes.  

  Customer response

  05/25/2022

   
  Complaint: 17176306
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  The statements above are untrue. This all occurred within 24 hours. Also, my credit was not pulled and they pulled my husbands credit. I did not request the credit to be pulled prior to the call. That is 100% false! Lets pull the call together and we can listen. This company is using false advertising and misleading practices to obtain financial information. They knew at the time of my inquiry that the program I asked about was not available and they mislead me and my spouse did NOT give permission. If I did than it was not made clear as to the steps occurring.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We began our refi with ***** on Jan 13,2022. Had to submit forms twice,On Feb 4,2022 **** took over. Had to resubmit some forms.Appraisal done Feb 10.Signed docs for closing end of Feb. On 2/23 still working on loan.March 5-conditional approval. Now they say closing delayed mid to end of March. 3/25-**** says before we can close need Ins binder 160,000.Problem. ****** will not insure that Amount for dwelling. Appraisal is land & dwelling. Still trying to close end of March. Problem. Now processor says porch on manuf hm is addition, need proof porch was here when we moved here in 2009 or engineer report. Explained to them, porch was here & is NOT addition. Sent MLS ************* tax info showing in 2009, porch was here. It shows BOTH built in 1997,when MH moved on land. Still trying to get Ins binder. Talked to ****,loan mgr. he says send proof porch was here when we moved here which we did, its NOT an addition. Sent to processor.Now, talking to *****, 3rd mgr. He says we might be able to get around it by using PLAT from 2009. Now, today, April 25,2022, He says we STILL need Eng report for a porch that is NOT an addition. ****** is ready to place Binder Today, but now ***** says TEXAS requires Eng Report, well WHY didnt anybody say anything inJANUARY about said report? And now, Int rates have gone up & my lock in Expires FRI April 29th! Eng report *** take up to 3 weeks & cost $750-$1000! We have been pursuing this refi since JAN 13! They put me on HOLD 2 1/2 hours on April 14th waiting to talk to someone! Good customer service! Now, ***** says were at a stand off& its MY fault because I shouldve ordered Eng Report weeks ago! NOT going to order report until Ins binder prob is taken care of!!What a HUGE waste of ********** Int Rates have gone up!!I think they decided they can make more money off somebody else.I am So Disappointed in American Financing! And, once they changed loan officers, I feel like **** never even tried to work with us on the loan.

  

  Business response

  05/06/2022

  While we regret there have been delays on this file due to the porch, Ms. Moore was aware weeks ago that a foundation certificate was going to be required.  Over a month ago we informed Ms. Moore that a foundation certificate would be required for the porch, at that time she did not move forward to get this completed.  The lock expired and we extended it.  ************** has provided additional documentation, but not the foundation certificate, we are hoping this will clear the underwriters conditions.  If not we will have to move forward with the foundation certificate. 

  Customer response

  05/13/2022

  We are rejecting this response because:
  American Financing continuously,over the course of the last Five Months,has created unnecessary obstacles making it impossible to close this loan at the promised interest rate. The main obstacle, as stated by them, has NEVER only been about a porch certificate. From ***uary on, we have encountered numerous other problems. This chaos has been partly due to the switching of numerous different loan officers-midway in the loan process-3 loan officers in 5 months! The loan process was started with ***** and everything was relatively smooth. Then, without notice, we were switched to ****. This change created even more chaos, as ****,at first,had a difficult time getting the appraisal from the appraiser. When he finally did get the appraisal, he then had asked us to get an Insurance Binder in place that, according to numerous Insurance agents(including my present one) was an impossibility!! And, had **** had the proper training, we should not have had this added delay!And, we Still dont know if the underwriter will accept our Insurance Binder!
  It was during this turmoil, that **** mentioned to us that the underwriter(not the appraiser)was asking for either the appraisal from when we purchased property(which we did not get an appraisal)OR PROOF THAT PORCH WAS THERE WHEN WE PURCHASED PROPERTY. Which We Provided the following PROOF:
  (1)original plat showing porch was there at time of purchase *** 2009.
  (2)MLS photos showing porch was there when we purchased *** 2009.
  (3)MLS comments from listing agent stating there was an Entertaining 488 sq ft front porch at time of purchase in *** 2009.
  (4)Info from ********************************************** showing taxes were paid on 488 sq ft porch in *** 2009.
  Therefore, we feel we have sufficient proof the front porch was indeed thereat time of purchase as underwriter-per Loan officer requested and the insistence of producing aporch certificate is being unreasonable and discriminatory since we have showed proof and they are just trying to find an excuse to not Close our Loan at a lower interest rate. This has been a total nightmare that should not have happened. Our lock in is set to expire(according to our 3rd loan officer,******) on Friday May 20,2022 and we would still like to close this if the underwriter will accept our Proof the porch was here when we purchased the property *** 30,2009.
  We have not been in contact with American Financing. They have basically ghosted us in attempt to run out our time left on our lock in. ******************* stated,Hassle Free Financing which is why we came here in the beginning! This has been anything but Hassle Free!
  So now were at a standstill and our hoped for financial relief from stress is in question because of an unnecessary piece of paper(Porch Certificate) Thank you, ***** & *******************
  ************
  ******************
  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  AFC bullied me into submitting my personal information to them to start home buying process as first-time home buyer the very first time I talked to them. They told me that rates are going up, and I should submit the application right away so that I do not "miss out on any opportunities"They convinced me that I needed to get them my information immediately so that they could do the hard credit pull and start the prequalification process. As SOON as we started the application process everything fell apart. Mortgage consultants wouldn't call me back or answer any questions, and all they wanted to do when they DID finally call me back was try to convince me to buy a more expensive home and get a bigger mortgage.I was repeatedly told by *************************** that he doesn't care about my deal, because he is on salary and gets paid regardless of closing my loan. Late last week ******** was borderline verbally abusive with me on 2 separate occasions, and I had finally had enough- I asked to speak with his manager. Instead of connecting me with his manager, he told me the manager was unavailable. He then went into the system and deleted my application and loan information. He terminated my application without my consent or approval. AFC and *************************** did not act in good faith, mishandled my protected personal information, arbitrarily deleted my application, and misled me repeatedly. AFC informed me, on every call, that their calls are recorded. I encourage you to go back and review my last couple of phone calls with ***************************. I want AFC to remove the inquiry from my credit report with all bureaus, delete my personal information, and cease and desist marketing and contact. I would also like to speak with leadership about my experience and treatment by their staff.

  

  Business response

  04/15/2022

  American Financing takes these type of complaints very seriously.  A manager reached out to ************** to address his concerns.  We reviewed his loan estimates from other lenders and found that he would obtain a better deal with another lender, which is what we want for all borrowers.  We are taking action on our side to correct poor behavior on the part of the mortgage consultant, and this will be used for further training for our teams. American Financing appreciates that ************** allowed us the opportunity to look at competing offers, learn from our mistakes and train others to better serve our borrowers.

  Customer response

  04/18/2022

   
  Better Business Bureau:
  
  I do not find this response completely satisfactory, but I also do not wish to keep in communication with them.

   

  It is important to note that I did get a satisfactory response from the employee's manager.  Although AFC's official response seems to focus mainly on the mortgage rate (which was not the problem here anyway), management actually took responsibility for this employee's behavior and began a full internal review.

   

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried refinancing my home with American Financing and at first, the process was seamless and communication was great, however, once the appraisal came in much, much lower than initially expected, all communication ceased and they closed my file before answering any questions I had regarding refinancing of a different loan and/or contesting the original appraisal. I reached out to my contacts with American Financing several times (emails and voicemails) and have not received any responses. I even reached out to senior management of the folks that I have tried reaching out too and am still being completely "ghosted". It's really disappointing that the second this company realizes they can't make money off of you in that moment, they "ghost" you and cut you off, essentially. This company has now lost our business in the future and I'll be sure to inform others of the lack of communication and unprofessionalism that we have experienced throughout this process.

  

  Business response

  03/28/2022

  American Financing reached out to ****************** and addressed his complaint related to a lack of communication and his cancelled application. The main issue is a low appraised value and the mortgage consultant not communicating options effectively. ***************** felt we cut him loose abruptly with no explanation. We addressed his questions and concerns, explained the appraisal process, and a lender's limitations on influencing an independent appraiser's opinion. We feel the call ended on good terms.  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contacted american financing in december to refinance my manufactured home. With full disclosure that it was a manufactured home on leased land and that I had issue with another finance company becouse of the type of home. It took me getting all my information in twice and 3 months for american finance to tell me they cant finance my home after rates got higher and all konds of other hard ships. I expect them to give me the loan they promised in December.

  

  Business response

  03/14/2022

  American Financing is unable to do **************** loan because the home is on "leased land", she must own it to complete the refinance. ************ did explain to us the other lender was unable to complete the refinance because the home was a manufactured home.  American Financing can refinance manufactured homes, but the homeowner must own the land that the home is on.  

*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. ↩