Complaints

This profile includes complaints for Aspire Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aspire Financial, Inc.

  4201 Spring Valley Rd Ste 1150 Dallas, TX 75244-3830

• 

  Aspire Financial, Inc.

  4100 Alpha Rd STE 300 Dallas, TX 75244-4446

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.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:03/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:08/01/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 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

  Date:02/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:08/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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.