American Financing Corporation

Complaint: ***
I am rejecting this response because: of their lack of urgencyInstead of giving me everything clear and upfront on the front end, They give me their requirement at a tea spoon at a timeI've complied with everything they've askedI find it impossible to believe it takes from 11/8/to 12/29/The problem is their response timeFor example, I would be asked to provide x I wouldn't hear back from them after a ton of time has been wasted, Just to ask for something elseWhich in turn I would send right back to them only to then hear from them a week or two laterSo of course it easy to blame me for the delayI have had to call every instance to see what the status of my loan isFrom the beginning I never wanted a yearI wanted a yrand I explained thisIt's their lack of customer service and management of time is why I'm having to go through all of thisThey sate in their advertising that they customize a loan to fit your situationwhat a bunch of ***!!!!!
Sincerely,
*** ***

Initial Business Response /* *** ** *** */
We have contacted Ms*** and we are sorry for any miscommunicationAmerican Financing really wanted to do this loan for herWe even extended the contract so we could work on it a bit longer and so she would NOT loose her earnest monies
And she did confirm that she did not loose those fundsIn turn, we are going to pay Ms***'s penalty fees and for her inspectionMy hope is that in the very near future she contacts me personally and allows us to try again for her
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
American Finance did return the money lost for the inspection and option period and I appreciate them taking those steps*** was very nice on the phone and got the check to us very quicklyThank you

Ms *** called the office and spoke with *** The script that ALL Customer Service Agents use as for the customers information, which includes the social security number, and then asks for approval to run the credit report. If the customer does NOT give approval to run credit report
we REMOVE the social security number from the file so that it cannot be ran. Ms*** file contains the social security number and also notes from *** indicating she gave approval. We would not have been able to pull credit without her providing this information. We admit that we did miss the appointment to call and will take full responsibility for that. But with regard to the credit pull, we were given the information by Ms*** and we pulled credit after receiving authorization to pull credit. We have left messages for Ms*** and our VP even reached out to her and she did not want to speak with us. Because we were given approval we are unable to remove the hard inquiry on Ms*** credit report. Our hope is that she will allow us to work with her to see if we can get her approved for a home loan, if not now in the near future

Our Vice President would love to have a conversation with Ms*** to see if we can resolve this for her Would Ms*** please provide a time and date when she would be able to speak with our VP, *** ***? Ms*** is traveling thru Wednesday but would be available end of this week or next Please advise

First please know the call that you received asking for a deposit, that was not from American Financing.  We NEVER ask for any upfront monies for anything, that has always been our process.  There is another company by the name of American Finance that is out of CA.  Second, we have looked everywhere for the originals, as we no longer keep hard copies of any personal documents, we scan and either send the documents back to the customer or shred them.  In turn, we believe that the documents must have been shredded, and we apologize any trouble this has caused.  We have made copies of all documents we scanned in and those are coming to you overnight - so you will have the documents - just not the originals. For your troubles we would like to offer you a $100 gift card as an apology.

We have been corresponding with Ms. [redacted].  The gift cards were mailed out last evening.  We are in the process of requesting credit pull removal from agencies.  We will continue to communicate with Ms. [redacted] throughout the process.

American Financing worked with this family for several weeks trying to assist them with a home purchase from other family members.  This home was left in a trust so there were SEVERAL legal and family issues that were involved.  American Financing never made any promises that we would be...

able to complete this purchase due to the pure fact that there would have to be an agreement among the family members to complete the purchasesomething completely out of the control of American Financing.  With regard to the appraisal we have called the [redacted]'s several times between August 5th and 8th to let them know that American Financing is going to cover the cost of the appraisal, with no response from the [redacted]'s.  American Financing only shows that we ran credit for the [redacted]'s twice and the first time Mr. [redacted]'s SS number was input incorrectly.  We are working with [redacted] now to request this pull be removed from the [redacted]'s credit report.  We would have liked to have closed this loan but due to mediation, we were unable to do so.

Mr. [redacted] initial application came in online from the American Financing website on 9/21/2016 at 7:44pm.  At that time Mr. [redacted] provided us with information regarding his refinance: Name, Phone, Email, Property Address, Social Security Number, Home Purchase Price, Purchase Date,...

Current Loan Type, Approximately Value, Mortgage Payment, Square Feet, Current Interest Rate, HOA fees, etc.  At that time the information was logged into our secure online database.  We starting calling Mr. [redacted] on 9/22 and made several calls and emails until we reached him on 9/26/2016 at 5:29PM.  At that point he was transferred to [redacted] who was given approval to pull credit at 5:44pm.  In turn, American Financing did only what we were asked to do.  We apologize if there was miscommunication along the way.

I know there is some delay in the receipt of these responses on both the customer and business side and in turn the offer was not complete when it was initially sent.  The customer is now working directly with Flagstar and has all of the needed information from American Financing to get the late removed from their credit. In addition we have given the [redacted] $500 for their troubles.  We hope this resolves this complaint.

Initial Business Response /* (1000, 6, 2015/12/22) */
We apologize to Ms [redacted] for the conversation she had with Mr. [redacted] we have spoke with him about this and as always there will be additional customer service training. The loan did fully fund, although a day late. There were no late...

charges incurred. As of last Friday we have requested a refund to be mailed to Ms [redacted] to cover the one day of interest she incurred. American Financing feels this was a good loan. We completed this refinance in four weeks (even with the Thanksgiving holiday weekend and the new loan laws), we paid off high interest debt and the loan was done at a competitive rate and cost.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:  I have not received a phone call from this person listed in the previous message.  I am also unable to accept phone calls before 5pm.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/12) */
American Financing has reached out to Ms. [redacted]. We have decided to refund her earnest monies. Although we cannot complete the loan for them due to the husband not having the required two years of employment, we should have caught this...

earlier and then the earnest monies would have not been lost.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a call from American Financing and they agreed to refund our earnest money. Which was the right thing to do. Never the less - my spouse was in the same type of field work from his previous jobs and the loan officer rep said it wouldn't be a problem. Long and behold it obviously was. With that being said; the loan officer rep should have stated that at the very beginning not at the very end to receive a call while we are doing our Initial walk through that they can't do the loan. I would still not recommend this company to anyone.

Initial Business Response /* (1000, 6, 2015/11/19) */
We have had several conversations with Mr. [redacted] prior to and since this complaint. We understand his frustrations with the delays of which most of them were out of our control. We were dealing with mortgage laws and outside agencies. But...

we have worked thru all of the issues and Mr. [redacted]'s refinance will close at the beginning of December. He has expressed he is now happy and would like to retract the complaint after his closing is complete.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11301897, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
*

American Financing has been in constant contact with Mr. [redacted] since we became aware of the issue. American Financing did issue the final payout wire on time, but due to some delays out of our control it did arrive late. Because American Financing wants to ensure we have happy borrowers we are...

in the process of working with the Mugleston's previous lender to get the 30 day late removed.
Complaint Response Date bumped because: Data Base Migration

Our Vice Presidents name is [redacted] and her direct line is ###-###-####.  She has left you two voice mails previously and would like to speak with you regarding this complaint.  Please call her as soon as you are available.

Initial Business Response /[redacted]/
We want to apologize to Mr. [redacted] for the lack of communication, that is not normal business practice. We want to help everyone with home ownership. With regard to personal documents, we were only supplied with copies, and those have...

been shredded. We do have the documents loaded onto our paperless system. If he would like copies of these we are happy to provide them for him. We wish Mr. [redacted] the best of luck with his refinance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]