ComplaintsforAspire Financial, Inc.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint was never resolved and or addressed by the company when the below (initial) complaint was submitted last year.My husband and I were contacted last year (11/11/22) by Aspire Financial DBA ***** Lending (****************) stated we owed $2939.45 when our mortgage was sold to another entity (per their record 8/1/21). We reluctantly paid the sum as we could not find our documentation reflecting the guidance from Aspire to pay the new lender. Interestingly enough the ending mortgage balance was the same with the new lender. The balance was paid over six months from Jan - June 2023. The balance included $2873.20 (P&I) + $66.25 ************************* I have attempted several times to contact *************** *************** to find out which company the flood funds was paid to and to request a return / refund of said funds. To date she, ************************** nor **************** has responded. Also, we're requesting a further review into their claim / accounting practices that we owed that entire amount to begin with.

  

  Business response

  06/04/2024

  June 4, 2024
  
  
  Better Business Bureau
  Dispute Resolution Department
  *******************************************
  
  
  Re:Case ID# ******** / Borrower **********************************************
  Thank you for the opportunity to respond to the complaint filed by ********************************************** 6/4/2024.
  Aspire Financial has had the opportunity to review the complaint submitted by ************************************************** concerning the August 1, 2021, mortgage payment due to Aspire Financial, Inc. which was paid in monthly payments from January to June of 2023.
  ************************************ closed on a $446,489 conventional mortgage on 6/24/2021 (see attachment A Closing Disclosure) which funded on 6/29/2021.  Page 1 of the signed Closing Disclosure outlines the monthly payment of $2,939.45 which consists of a monthly principal and interest payment of $2,873.20 and an estimated monthly escrow of $66.24. 
  
  Page 1 of the signed 6/24/2021 Note (see attachment B- Note) outlines the Borrowers promise to pay the $446,489 principal and 2% interest rate to the Lender Aspire Financial, Inc. with a monthly payment beginning on 8/1/2021. 
  
  Attached is ************************-Bishops amortization schedule (see attachment C- Amortization Schedule) with the initial loan amount of $446,489 and the principal balance of $444,359.95 provided the first payment due on 8/1/2021 was paid.
  

  On 7/20/2021 the ********************************* note, and servicing rights were sold to Truist.  Please see the attached Goodbye Letter dated 7/21/2021 which outlines that the mortgage was transferred to Truist and the August 1st payment was due to Aspire Financial, Inc. with the September 1st payment and future payments due to Truist (see attachment D-Goodbye Letter).
  

  
  The new servicing company upon settlement of the ********************************* sale netted the 8/1/2021 first payment consisting of interest, principal, and escrows from Aspire Financial, Inc.s proceeds as well as the $265 initial escrow collected at closing.  Thus, all escrow amounts ($331.25 consisting of $265 plus $66.25) were collected and in the possession of the new servicer, Truist.  These escrows as well as the reduced principal balance $444,359.95 would be reflected in the ********************************* initial statement with ******.
  
  Truist held ALL escrow amounts and would select and pay all insurance on the ********************************* note.  The only amount that would be retained/collected by Aspire Financial, Inc.  would be the 8/1/2021 payment, which was due to Aspire Financial, Inc. per the 6/24/2021 signed and acknowledged First payment notification.  This notification was signed by ********************************************** and ***************************** at the time of closing, 6/24/2021 (see attachment E).
  
  Aspire Financial, Inc. did not receive the 8/1/2021 first payment (which was deducted from our proceeds from the sale to Truist). Aspire Financial, Inc. opened an investigation with Truist to identify if the payment was accidentally sent to Truist. After various reviews and continuous communication with Truist, they identified the 8/1/2021 first payment was not remitted or collected by ****** and Aspire Financial, Inc. would need to contact the borrower directly to collect for failure to pay the first mortgage payment.  *************************** was able to speak with ********************************************** on 9/28/2022 requesting the 8/1/2021 payment.  ****************** emailed the first payment Notification (attachment E) and Goodbye Letter (attachment D) to ********************************************** per her request.  In addition, ********************************************** said she would check her records and get back with ****************** with any evidence of the 8/1/2021 payment.  ****************** escalated the matter to ************************* in collections as no evidence was presented by **********************************************.************************* left a voice message on 11/10/22 regarding the 8/1/2021 missing payment with a follow up email notice of Non-Payment on 11/11/2022.  On 12/2/2022, ************************* again sent the Non-Payment email and stated that the matter would be escalated to Aspire Financialslegal Department. ********************************************** responded to ************************* on 12/9/2022. A payment plan of 6 payments for a total of $2,939.45 was approved by Aspire Financial, Inc. as outlined below. On 12/30/2022 at 5:01 pm, ********************************************** and ***************************** approved and confirmed the below payment schedule.
  
  

  In addition,the 5% late charge for overdue payment was waived provided the payment plan was paid timely.
  
  On January 20, 2023, ************************************* contacted ************************* to change the approved payment schedule to draft the monthly payment on the 17th of the month instead of the 15th. On July 3, 2023, ************************* sent ************************************ an email confirming the payment plan was paid in full.
  
  Aspire Financial, Inc. is appreciative of ************************************* and **************** for completing the payment of their 8/1/2021 payment on 6/17/2023.  We understand mistakes can happen and this is why we explain the amount due, provide documentation to support the amount due,work with individual(s) to set up and approve a comfortable payment plan, waive late charge fees, and provide documentation of when the payment is complete.  Aspire Financial, Inc. does not hold any interest in the ********************************* mortgage and any further questions on their mortgage should be directed to their current servicer.

  
  We appreciate the opportunity to clarify the complainants concerns. We hope this satisfies the Better Business Bureaus inquiry into this matter.
  
  Respectfully,
  ***********************
  CFO
  Aspire Financial, Inc.
  *********************************         

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I logged into my account today to make a payment and my account says I am eligible for match pay. I selected the option but it said it was not available on my account. I made a payment to bring the account current and spoke to three agents about the match pay issue. After being transferred by each agent no one is able to assist and resolve the issue or provide any guidance. I spoke with online chat and called in and was transferred twice each time being told I needed to go back to the previous department. I want Aspire to honor the match pay option posted on my account to resolve my complaint.

  

  Business response

  03/21/2024

  ************** has issued a complaint with the wrong company.  Aspire Financial, Inc. is based out of ***** and is not Aspire.com nor is affiliated with this company.  Aspire Financial, Inc. does not do business in ********** and does not provide any credit cards or banking.  I recommend Ms. ***** contact Aspire.com/contact/ or at ************** if her complaint is regarding a credit card or ************** if it is regarding banking.  I obtained this contact information from Google.  I have attached my ****** search on this company.  I wish her the best in resolving her complaint with the Aspire.com company. 

  Kindest Regards,

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

  CFO

  Aspire Financial, Inc. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My husband and I were contacted last year (11/11/22) by Aspire Financial DBA ***** Lending (****************) stated we owed $2939.45 when our mortgage was sold to another entity (per their record 8/1/21). We reluctantly paid the sum as we could not find our documentation reflecting the guidance from Aspire to pay the new lender. Interestingly enough the ending mortgage balance was the same with the new lender. The balance was paid over six months from Jan - June 2023. The balance included $2873.20 (P&I) + $66.25 ************************* I have attempted several times to contact *************** *************** to find out which company the flood funds was paid to and to request a return / refund of said funds. To date she, ************************** nor **************** has responded. Also, we're requesting a further review into their claim / accounting practices that we owed that entire amount to begin with.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had fraud on my Aspire credit card. There is no where on their app to file this. I had to call them and then wait for them to send me the paperwork. I have filled it out over three times now! They keep sending me a new one to fill out I do it send it back in and then it starts over again. This is affecting my credit! They have not given me any credit for the time being on my credit card for over $1000 in fraud charges so now my credit is going down and they just keep resending me paperwork to fill out and it's exact same paperwork. As of today still nothing has changed.

  

  Business response

  03/14/2023

  Aspire Financial, Inc. dba TexasLending.com has no record of this individual ever being a customer. ********************** is a mortgage lender and does not issue credit cards. It appears that a company called **************** issues credit cards in the name of Aspire **** Services. Aspire Financial, Inc. has no affiliation with **************** nor Aspire **** Services. The consumer may be referring to the domain Aspire.com.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Working with Megan C** with a refinance, while going back and forth with Megan it became super frustrating when inquiring about a property owned and deeded to a family member. I advised megan to contact me to speak with my Father who is elder and a military veteran who had multiple questions. When speaking to megan my father had discussed his concern about provided his nephew's bank statements could be challenging but we could work on getting them. Megan advised that we could call the bank and ask for 12 months of statements including the remitir, while super frustrated with these documents it was stated that we wanted to hurry up and sell the house! ( the house in Massachusetts causing the stress with the documents needed) needless to say Megan decided to call the loan officer to advise she could continue the process as we were going to be selling the house. Matter of fact NO ! No were not selling the house we're refinancing selling the house in Massachusetts two different properties. Megan's conduct Of active listening has caused stress to our family for not having clear understanding what was said or what property one was speaking of. We are requesting that the loan be completed as promised due to the matter of the nature of not understanding what property was being sold. My house is being refinanced to remove someone from the load and deed! Her act of unprofessional behavior of giving time to closing date and dismissal of the loan with no communication is unreal. To then leave the same day of contacting the loan officer to leave on vacation in unreal. Her manager Ronnette Shay stated " *****, "I am assuming you have been in touch with Chad regarding your refinance status. I have included Chad on this email. If you have any further questions Chad would be the one to assist you." Talk about professionalism at its best. Just dismissed everything with no other options to seeking other means of refinancing. Money invested and they have zero cares

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */ Thank you for the opportunity to respond to the complaint. I have attached a document for you that explains the issue. Aspire Financial does its best to help individuals get home loans and in this case there were loan requirements that the borrower could not meet and unfortunately we could not complete the loan process. Thank you for the opportunity to clarify the complainants concerns. Aspire Financial.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/24/22 I spoke with Shawn regarding a refi on my property. I explained I owned the property with my husband and he was in active bankruptcy. I explained I wanted to do a refi and that would only be in my name. I asked if that could be done and if there were any issues. Shawn advised he had spoken with the underwriting department who had informed him there were no issues and to go ahead with my application. I then spent two weeks providing all the documentation requested by underwriting. I was advised my closing date would be 04/04/22. I was asked to provide a pay off statement on my mortgage. The mortgage company advised they charged a $30 fee for sending out a pay off statement. The underwriting department requested the pay off statement twice and I was charged $60. On the day of closing Shawn called to tell me they could not proceed with the loan. I spoke with the supervisor Chris ******* and requested the $60 refund. He refused.

  

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/04) */ Thank you for giving Aspire the chance to respond to the complaint filed by the applicant. On 2/24/2022 the applicant reached out to Aspire to do a refinance on the property. Our loan officer explained to her that Aspire would work to try and help her with the refinance. We requested some information to get the process started. There was an active bankruptcy on the property and we advised the applicant that if the home was included in the bankruptcy we would not be able to get the loan done. The applicant insisted that the bankruptcy did not involve the home. Aspire worked hard to try to get the loan but unfortunately we could not do the loan and had to cancel. There was never a closing scheduled even though the applicant was under the impression there was. We tried as hard as possible to get the loan but were unsuccessful in being able to get the loan approved. The applicant had her hopes up that this would work and was angry. Our loan officer talked to her and explained Aspire did all they could to try and get the loan but it was not possible with the bankruptcy situation. The applicant states that Aspire charged her for (2) payoff statements. The applicant had a first and a second mortgage so that is why there were (2) payoffs that had to be requested. In the process of trying to get the loan for the applicant Aspire had to request payoff statements and since she had two mortgages it required two payoffs. Aspire was unable to refund the payoffs as this is part of the process for the loan application. Our loan officer worked very hard with the applicant throughout the process and was able to get the appraisal refunded. In conclusion, Aspire worked hard to try and get the loan for the applicant but was unsuccessful due to circumstances that prohibited the loan from being approved. Respectfully, Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Aspire is completely lying. They told me I could get the loan even though I told them my husband had a active bankruptcy. There was no charge for a payoff statement from my first mortgage company. Aspire requested two pay off statements from the second mortgage company as they did not receive them the first time around. I also told them all along if I was not approved then let me know. Shawn knows I am telling the truth. Unfortunately Aspire is run by a bunch of crooks. I am requesting my $60 returned as they told me on the day of closing my loan was not approved. I am out far worse damages than $60

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm writing to you because I need your help. A few weeks ago I started working with a Loan Processor for ***** Lending by name of Michele ****** on a refi loan out at Lake Cherokee Texas. I asked her specifically if your bank would do loans on lease holds which is what my house is. She said that it wouldn't be a problem so I paid $995 to get an appraisal done. Two days later she told me that the bank wouldn't do the loan because its a lease hold. I contacted Michael ******* a mortgage consultant with Texas Lending who I was referred to by Michele ******* to to try and get the money refunded which is the right thing to do. He said that he would look into it but I never heard back from him and he wont answer my calls. I would like to think that ***** Lending and personnel are more professional than that. I never would have paid the money if Michele ****** hadn't said that a lease hold wouldn't be a problem. Can you help me out with this, please.

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/11/12) */ November 5, 2021 BBB Servicing North Central Texas 1601 Elm Street, Suite 1600 Dallas, TX XXXXX Re: Compliant Case # XXXXXXXX Referencing Aspire Lending, Inc. Application # XXXXXXXXXXX Dear Madame/Sir: Thank you for the opportunity to respond to the complaint filed by Gary ********** dated November 3, 2021. Mr. ********** filed a complaint concerning the Loan Processor advising him that this loan could be closed on a leasehold (vs. fee simple) property. As a resolution the complainant would like a refund for said appraisal in the amount of $995.00. The complainant applied for a home loan on July 28, 2021, and advised the Loan Officer that the property was a leasehold. Leaseholds are acceptable as collateral, however per ****** *** guidelines - "the term of the leasehold estate must run for at least five years beyond the maturity date of the loan, unless fee simple title will vest at an earlier date in the borrower". Please see attached "Exhibit A" for confirmation of this guidance. The complainant also submitted his loan application stating that the property's Title was held in "Fee Simple" as indicated by Exhibit B, versus in "Leasehold" as it was determined to be. All information submitted by applicants is subject to review and verification. At the time the Processor advised that the loan could proceed she was not aware that the terms of Mr. Swartswood's lease on his property did not fit these criteria. The property is leased to the Complainant by "Cherokee Water Company, Inc." As indicated by the attached Exhibit C, the land lease is renewable on twelve-month terms, significantly less than the 30-year term mortgage Mr. ********** applied for. Aspire Financial, Inc. was not made aware of this until the appraiser ******** and Associates, Inc.) determined it through the course of their appraisal. Please see Exhibit D for appraiser statement. Regarding Mr. ************* request for a refund of the appraisal, we cannot honor the complainant's request to refund the appraisal. Appraisals are performed by independent third-party licensed appraisers. These services are performed factually, independently, and accurately in order to provide a value of the subject property. The complainant electronically signed a Notice of Appraisal Fee Payment (see Exhibit E) indicating that the appraisal is a transaction between Mr. ********** and the appraiser. As such, the complainant may contact the appraiser directly at (XXX)XXX-XXXX or *********@aol.com to request a refund. Thank you for allowing Aspire Financial, Inc. the opportunity to respond to the complainants' concerns. Please feel free to contact me if I can be of further assistance. Respectfully, John ***** Compliance Manager Aspire Financial, Inc. Direct Phone: XXX-XXX-XXXX Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided an email on the BBB site when I filed the complaint. It was dated well before the appraisal inspection. In the email I stated that it was a lease hold. I thought it was a 100 year lease hold but a lease hold none the less. On the day of the appraisal the appraiser asked if I was sure that the bank understood that it was a lease hold and that that Aspire had never done appraisals on Lake ********* Just to make sure, I called Michele ****** to confirm and her response was that it wasn't a problem. I have the phone records to prove it. If I don't get a satisfactory response from Aspire I will follow up with a complaint to the Texas Banking Commission. Business Response /* (4000, 9, 2021/11/23) */ Thank you for the opportunity to respond to Mr. *********'s rebuttal dated 11/15/2021. While Mr. ********* may have advised the Better Business Bureau that the property was a leasehold, the complainant filled out the loan application stating that the property was fee simple (not leased but owned). The loan application is what the mortgage processing and underwriting is based on. As stated from Mr. *********'s response to the Better Business Bureau, the complainant stated that he "thought it was a 100 year leasehold"; however our underwriting due diligence determined that it was not therefore making the loan application ineligible to proceed. Thank you,

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