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Business Profile

Mortgage Lenders

Affiliate Mortgage Services, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to file a formal complaint against Affiliate Mortgage Services, my current mortgage servicer. My mortgage was recently transferred to Affiliate Mortgages, and since the transfer, I have encountered significant issues with their customer service and communication.Despite multiple attempts to reach out to Affiliate Mortgage Services, I have been unable to establish contact through any of the provided channels. The phone number listed on their website directs me to an unmonitored voicemail mailbox. I have left several voice messages, but none have been returned. Additionally, I have sent multiple emails requesting assistance, but none of my emails have been answered. My attempts to resolve this matter via email have also gone unanswered.This lack of communication has left me extremely frustrated and concerned about the management of my mortgage. I am deeply dissatisfied with the service I have received and the inability to speak with a representative regarding my mortgage.I respectfully request the Better Business Bureau's assistance in addressing this issue and facilitating a resolution. I believe that a review of Affiliate Mortgage Services' practices and customer service policies is warranted to ensure that other customers do not face similar difficulties.Thank you for your attention to this matter. I look forward to your prompt assistance.

    Business Response

    Date: 08/22/2024

    We checked the phone log, and we see **************** did call twice in April but did not leave a message.   We called the borrower on Aug 15th and called again on Aug 22nd, which we were able to reach ****************.   Your concern over your insurance bill, which has already been paid and tax bill, which we have a service that collects the amounts to be paid were answered during the call.  I believe your concerns have been addressed, but if you have additional concerns, you may reach **************** at ************, option 1.

  • Initial Complaint

    Date:01/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My insurance company issued a check to pay the roofer for replacing my roof. Myself and the roofer have complied to all of their requirements and they are withholding the balance due to the company. Every week we are told they are missing something and every step of the process will take **** days. January 4th I was told the check will be mailed on the 18th now we are told the check has been requested which takes another **** days and then **** for it to be mailed .

    Business Response

    Date: 02/02/2024

    Unfortunately,this process took longer than it should have due to the changing in contractors and the original contractor, who was not retained, not replying to our request that he was not due any funds and he would not be placing a lien on the property.   We have spoken with the team manager for this department and they will be having a conversation with their team on this.   Our Loan Servicing Manager did reach out to you as she did wish to express our sincerely apologies for everything that had happened. As of today, the remaining funds have been issued to the borrower and contractor.   The check was overnighted on 02-01-24 and should receive it on *****- why here...

  • Initial Complaint

    Date:05/08/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Mortgage company is supplying fraudulent, incorrect, inaccurate information to the 3 credit bureaus in reference to this account and is causing a financial burden. This information should be deleted from all 3 bureaus immediately. Affiliateems #******xx

    Business Response

    Date: 05/15/2023

    ********************* obtained a loan with Habitat for Humanity Newton County on February 24th, 2010. Affiliate Mortgage Services (AMS)began servicing this loan on 9-1-2019. ** December 2020, ********************* fell 30 days past due on his account. This payment was never made up to bring the account current. The account remained **************************************************** January 2022. This made the account 60 days past due. The account then remained 60 days past due until the account fell 90 days behind after missing another payment in May 2022. AMS also spoke with ********************* on 5-3-23 where he confirmed on a recorded line that he was aware of the missed payments. why here...

    Customer Answer

    Date: 05/16/2023

     
    Complaint: 20032509

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:01/09/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1/9/2023, ************ is the hardest one to reach out to, no one will answer the phone and They still have a message stated that due to Covid-19 they are on restricted hours of operation. When I need to make a payment there is no one to take the payments, but when they want to foreclose on you home someone will call you every week.

    Business Response

    Date: 01/09/2023

    We have reached out to ******************** several times.   On November 9th, ******************** stated she would be applying for assistance from ** HAF, but we have not seen anything from them.  We left messages on November 28th and December 14th.   The voicemail was full on December 29th when we received out.   We did speak with you on January 9th, we did refer you to the attorney handling the foreclosure.   I am confused by the comment about a recording saying we have changed our hours due to COVID, as we have never had any such recording.   We have been open our normal business hours.   If you have questions, please feel free to reach out to us at ************, Option 2.

  • Initial Complaint

    Date:08/16/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May 2022, my mortgage company has changed to Affiliate Mortgage Services. Before the change, I paid my mortgage($565) every month to Habitat for Humanity along with additional payments toward my principal ($200). I continued to do the same after the switch but when I received my statements each month my additional payments were not reflected. They show as 'Unapplied' payments. I have spoken to the company representative, ***, every month to get the issue corrected but each month the statements say the same. My statements continue to show incorrect information and I have no way of knowing whether my money has been properly allocated. I have attempted several times to rectify these issues with AMS, but now my last resort is to contact the BBB.

    Business Response

    Date: 08/17/2022

    Very sorry this has happened.   We will speak with the representatives to make sure when the payments are coming in  that the additional is posted to the principal as you wish.   If you ever have an issue and it is not resolved by speaking with the representative, please ask to speak with the manager as she will make sure it gets resolved.   Again, sorry for the inconvenience.

Affiliate Mortgage Services, Inc. is NOT a BBB Accredited Business.

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