First Alliance Processing

Review: In August of 2015 we started the process of trying to get our mortgage at a more affordable rate. I had lost my job and my husbands income wasn't able to keep us afloat. We were told that this was a 100% money back satisfaction guarantee, they sought us out because my husband is a veteran. Once they got our first check of $1100 they cashed it and started our paperwork. After a while we noticed nothing was getting done and every time we called we got no answers or a run around. Our time was running out because the mortgage was getting behind. They also told us not to pay our mortgage, they gave us an actual rate of what it was going to change to. The whole time nothing was ever approved by our current mortgage company and no one ever told us. We sent our second check of $1100 and then found all this out. We told them we wanted our money back, we were not satisfied in the least bit and we were hung up on. Since then we have been sent straight to voicemail and have yet to receive a call back. Now we are in danger of loosing our home. We have 3 kids and no where to go, we started this process because they told us there was a guarantee and really needed the help. Now we are so far behind on our mortgage we will more than likely loose our home and we are out $2200!Desired Settlement: We want our money back, we were told it was 100% satisfaction guarantee. Nothing was done and now we are in a worse situation than we were before.

Business

Response:

First Alliance Processing has been looking into Mr. [redacted] file in regards to his requested refund. First Alliance Processing obtains record of which clearly indicates Mr. [redacted] only made one payment of $1,100. He did not provide a second payment as he announces. Mr. [redacted] declares First Alliance Processing told him it was 100% satisfaction guarantee, there is a signed contract agreement between both parties where it asserts in writing "First Alliance Processing does not guarantee results in conjunction with this document preparation services." Our company kept in contact with Mr. [redacted] every 6-10 business days. The client decided to opt out of the program,9-24-2015, before we reached final results with him. In the signed agreement it clarifies the client may cancel or rescind this contract without penalty or obligation within three business days from the original executions date of this contract, which in this case was 8-14-2015. Mr. [redacted] had no valid reasoning for cancellation of services or for his refund request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: First Alliance Processing contacted me over the mail offering their services. In this particular case it was for assistance with a loan modification. The first person that I talked to sent me a document letting me know that I qualified for a plan and that the loan modification was not going to be an issue. They asked for payment and I went ahead and sent them a total of $2,000.00. At first I had my doubts about everything but then they made it seem as I was not going to have any issues with the process and they were going to help me save my home. I thought that was great since I had previously been dealing with the bank directly and had a lot of issues and set backs with the process. So then First Alliance Processing let me know that now the processing department was going to handle my file and needed just other documents to send out and now this was the person that was dealing with my file. I spoke directly with the processor maybe 2 times since the process started back in August 2015, they apparently submitted the file then her assistant took over. When I would call to ask status the times that I woild get a hold of someone they would tell me not to worry that they are handling everthing and everthing was ok for me not to worry. Time went by and now they tell me sorry your loan modification was not approved.I contacted the bank and they said that the company didn't call them within the timeframe needed for a question that they had. I tried to get a hold of their supervisor but got his voicemail and no call back from him. Now I am demanding my refund and was told that I was going to receive an email with the application for a refund so it looks like I have to apply to get my money back which of course I was told at the beginning that I would get my money back if the file didn't go through. I'm just frustrated because now I just lost money and who knows if I'm getting it back. Services promised but never received.Desired Settlement: Desire this company be looked into and see if it really exists and that the services they say the provide to customers really take place. Also let other people know that this company is not providing services they say the do. I would also desire to get my money back since they didn't do the job they promised they would.

Business

Response:

Issue is already being handled with client, [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been trying to get a hold of someone with the company but all I get is the run around again as I have always gotten and never resolved anything with them. Then on 1/27/16, I submitted another complaint because to this day I only get calls transferred to voice mail, no call backs and no response to emails. I gave the company the company the opportunity because after the first complaint I called them and was able to get a hold of one person who told me that they were working on my refund already but that's all they told me and nothing is being done

Regards,

Review: Payed the company $2200. For a loan which was denied. Their loan department said"the only option you have is a repayment plan" to my bank. A loan repayment after they left me in foreclosure.Then sought a refund from the company which was offered but never given. Now, no one from the company will return any calls or emails. This seems like a calculated rippoff or scam.Desired Settlement: Refund $2200.

Review: The underwriter from First Alliance admitted to me that she neglected my calls concerning my loan modification process for 2 weeks. Within this time frame, I was seeking guidance in order to finalize the process to get my paperwork straightened out. This negligence caused an unnecessary delay in submitting my documents to [redacted] and numerous collection calls from my mortgage company. Additionally, this caused me to be 6 months behind on my mortgage while awaiting approval from First Alliance.Desired Settlement: I'm looking for First Alliance to acknowledge and be accountable for causing this series of events to happen. I was told by [redacted] that the process was not a guarantee. However, the underwriters from both companies were not on the same sheet of music with regards to how things were communicated with me.

Business

Response:

Issue being handled with client.

Review: In May of 2015, I received a mailing from this company that said they could help me get a modification on my mortgage. I filled out all of the necessary paperwork and was told to send in a check for closing costs for a mortgage loan to be approved. I sent in $1900. My paperwork was denied by the mortgage company and then appealed. The processor, [redacted], filled out my paperwork improperly. It was filled out improperly more than once. Now, it is January 2016 and my house has been recommended for foreclosure. I want my money back for those original closing costs that I sent in. However, no one will return my phone calls. No one. Not the processor or whoever is in charge. This is ridiculous. You think a company is there to help you, when all they do is rob you, make false promises, and then ignore you.Desired Settlement: I want the money back for the closing costs of the mortgage that was denied due to improper paperwork being filed.

Business

Response:

Issue is being handled with client.

Review: We received letter via U.S. mail offering us mortgage assistance which also outlinedd a projected new mortgage payment and interest rate that we could potentially qualify for. We contacted the number on the post card and spoke to a case manager named "[redacted]", who stated he worked for First Alliance Processing and informed us that our mortgage lender is required under federal guidelines( HARP) to offer us a lower mortgage interest rate and forgiveness of past due payments. He further stated that his company could help negotiate these terms for us by communicating directly the our mortgage company's underwriting department. He also stated that his company would require a fee of $2,600 in exchange for these services. The case manager also informed that if for any reason, we were not approved for a new mortgage program, we would receive a FULL refund of our payment. He then prepared a document preparation agreement which we signed along with send payment. Over the course of several weeks, we spoke back and forth with a " [redacted]" who had been assigned as our case negotiator. Subsequently, she informed us that our mortgage lender would not approve any program that we had been informed we would qualify for. For several weeks we have reached out to First Alliance's accounting department to request a refund and no one has answered our calls or returned any messages.Desired Settlement: Full refund of our $2,600 payment

Business

Response:

Good afternoon,

When I thought I was going to lose my home and had no hope left, First Alliance Processing helped me. They helped with all legal paperwork and gave me the results I was promised. I was able to keep my property and was provided with a modified mortgage payment which helped me get current. I am so thankful!