The UPS Store, #4265

Can you please ask the applicant(s) to contact me directly with their Application number and I will look into the matter immediately. Please do not reply back through the BBB with any personal or private information such as their application number. Please ask the applicant(s) to call me at... [redacted] . Thank you

Dear [redacted] ***,Good afternoon Please accept our apologies for the delayed response We thought the complaint was closed out and our offices were not open for the holiday weekend We remain apologetic that you are upset over the processing timeframe of your application As we mentioned, we do our absolute best to streamline the process and have experienced operations professional throughout the organization Underwriting is not an exact science, but our team members attempt to follow written guidelines promulgated through government sponsored enterprises (GSEs) When we cite the ability to repay, we are not questioning your financial acumen or stability; rather it is a reference to statutory requirements that mandate we verify and re-verify certain transactional items (i.elarge cash deposits, CPA letters for business owners, etc.) Underwriting is a document intensive process, and while we preach common sense, we ultimately must follow the best paper trail available to meet investor guidelines We are disappointed we could not close your loans, but hope to earn your business in the future Thank you and best of luck in your future pursuit of financing

Complaint: [redacted] I am rejecting this response because: I was not the one in bankruptcy it was my son it had nothing to do with me and also his Mobile Home was not in his bankruptcy it was some other bills he and his wife had ,this was a poor excuse for after months of dealing with you and we did everything you ask of us to come up with this ! We would like our $for the appraisal and the $for the Engineer Certification Refunded !I will get my attorney involved with this if I don't get my money back because my sons bankruptcy has nothing to do with me and his bankruptcy judgement has closed he filed that years ago You misled us several times saying we were approved for this loan and I have saved all the emails and corresponds that we had Regards, [redacted] ***

Dear [redacted] ,Our company is crestfallen that you remain aggrived with your transactional experience AFR strives for 100% customer service satisfaction and prides itself on transparency Having closed over 50,loans in the past five years alone, we take the loan origination process very serious Although our entity did not collect any fees, we will be sending you a $to cover the secondary expense Thank you in advance for your consideration

Complaint: [redacted] I am rejecting this response because: It does not reimburse my expense of $for the appraisal which was not done in a timely manner regardless of how much or little money ELend procures from it's servicesI contacted the appraisal company and they told me that they contracted through ELend so it was essentially ELends problemIf ELend truely values its reputation and customers it will reimburse this unhappy and dissatisfied customer the money I am out in this and go after the appraisal company for its lack of professionalism I do not need another copy of the appraisalI have one that was emailed to me days after my credit card was billed for this service and which is now worthless as I do not have a property to buy Regards, [redacted] ***

The file has received a Clear-To-Close and the documents are to be submitted to the settlement agent While we recognize the borrower will not be satisfied until the loan is physically closed, but we have to respond to the Revdex.com to avoid non-response ratings We look forward to having this transaction closed out Thanks

Please see attached narrative. Thank you in advance for your consideration.

Complaint: [redacted] I am rejecting this response because:They say they need to know the ability to repay the loan? I had the amount I needed to borrow in my bankJust choose to financeTo meet the standards to repay the loan?I verified my income in less than weeks after documents were accepted.They act like I did not verify everything that they ask for which is not true.The loan process started mid July, and when I gave up with this company it was mid october, and they were still sending stuff back saying they need more informationmonths into it and you didnt know what you needed in the first place? Regards, [redacted] ***

American Financial Resources, Inc(d/b/a eLEND) is in receipt of your consumer complaint with the Revdex.com. AFR is a nationwide mortgage lender and an approved Seller/Servicer with *** *** and *** ***. As a financial services entity in business for nearly two
decades, we take all consumer inquiries very seriously. Our internal due diligence reflects a very complicated underwriting scenario. AFR, like other mortgage industry participants, requires corroborative financials documents to verify a borrower’s ability-to-repay a particular obligation. Demonstrating the revenue stream for self-employed borrowers can be a significant underwriting issue. Our company received tens of thousands of applications, and we are equipped to review these scenarios. Our national underwriting manager is reviewing the latest documentation provided, and will be furnishing a conditional response in short order. We thank you in advance for your extended patience, and look forward to addressing any outstanding concerns

*** *** *** ***(***) is in receipt of your correspondence with the Revdex.com pertaining to your mortgage application. Our internal records reflect the borrowers entered into a purchase contract on 5-11-15, and then applied for residential financing seventeen
days later on 5-28-15. Based upon the sales contract, the estimated closing was listed as 6-12-15, which is a very short time period to obtain home financing and close a transaction. Our records reflect the assigned loan professional communicated with *** and *** about the mortgage application process. This conversation reflected that when a Loan Application is initially received, a closing date cannot be formally established until all underwriting conditions are satisfied. It would be improvident to schedule a closing before the transaction has been officially approved. *** maintains internal controls to operate a prudent underwriting environment, which requires full investigation of income,assets, job history, tax records, etc In addition to verifying the borrower’s ability-to-repay the obligation, *** adheres to electronic signature requirements when transmitting required initial and interim State and Federal disclosures. As an Equal Housing Lender for nearly two decades, we strive to provide financing to all qualified candidates on all eligible properties. *** lends in communities all across the nation, and we recognize the importance of closing in a timely fashion Please be advisedthat our company neither charges application fees, underwriting fees, nor any lender fees whatsoever. We do not generate any revenue unless and until a loan physically closes. Any costs associated the with home search were payable to third parties or unaffiliated vendors. Over the past five years, we have closed over 50,transactions in an aggregate volume of over $Billion. While we recognize the borrower’s desire to close ASAP, we believe our institution operating in a transparent manner and in accordance with general industry standards. Thank you in advance for your consideration

Dear Ms***,American Financial Resources, Inc(“AFR”) is in receipt of the complaint that you made to the Revdex.comIn your complaint you state that you initiated a USDA loan application with eLEND in the beginning of February of 2015. You state that the loan officer you
were working with at eLEND told you that you could close in less than days, but you would have to have the house appraised quicklyAs such, $was charged to your bank card to pay for the appraisalYou go on to state that after days, eLEND indicated that you did not qualify for a USDA loan, and that you had to apply for an FHA loanYou agreed and applied for an FHA loanYou finally state that you did not hear from eLEND on the status of your FHA loan and that after days from initiating the loan process decided to voluntarily withdraw your application. Throughout the process, you indicated that you were asked to provide documentation for the loan, and that the requests were duplicative and burdensome.After reviewing your loan and the file, please note that the initial application for the USDA loan was taken on February 4, to purchase *** *** *** ** *** ***. After receiving the completed application and the signed disclosures, a review of your credit picture was completed and it was determined at that point that you did not qualify for a USDA loan. It was suggested then that perhaps you would qualify for an FHA loan. An FHA loan is a completely separate and distinct loan product from a USDA loan. In order to process an FHA loan, new documentation needed to be prepared and executedThose new FHA loan disclosures were sent to you on February 24, 2015. Also, FHA has different lending guidelines than the USDAAFR is a direct endorsement FHA lender and is legally bound by their underwriting Seller’s Guide. Our company accepts tens of thousands of applications on an annual basis, and our experienced staff reviews each and every file submission. All individual applicants, receive a full credit analysis. The lender is concerned with financial risk analysis and the credit profile of each potential borrower. Applications involve complexunderwriting and detailed analysis of income and asset documentation, collateral review, appraisal standards, etcIt was in an effort to place you in an FHA loan product, and under those FHA guidelines that your income, assetsand credit history were reviewedAfter that review, on February 26, it was determined that you did not qualify for the FHA loan at that time.In order to process your loan as efficiently as possible, it was explained that an appraisal of the *** ***property would need to be completed quickly. The cost of that appraisal was $475.00. The appraisal was ordered, and then received by us on or about February 26, As a regulated institution, we must adhere to all FHA appraisal and underwriting guidelines. These legal requirements mandate that all appraisals are ordered through a non-affiliated Appraisal Management Company; any monies expended were received by a third-party. Please be advised that our company neither charges application fees, underwriting fees, nor any lender fees whatsoever. Our company does not generate any revenue unless a loan actually closes. While we cannot speak directly for an unaffiliated vendor, the appraisal companies’ invoices are generally reasonable and customary for valuation services.In summation, we do appreciate you reaching out regarding your loan experience with AFR and eLEND and are saddened that it did not result in a closingAs an Equal Housing Lender, we strive to provide financing to all qualified candidates.AFR has helped tens of thousands of families achieve homeownership, and work tirelessly to handle all transactions in a transparent and professional manner

Complaint: ***
I am rejecting this response because: I continue to receive e-mail requests for further documentsThis process has taken months which would be standard but being a current mortgage holder this should be a much quicker processI was told initially by there sales department how quick, easy and seamless this in-house refi would beThis has not been the case at allGiven the choice again I would not choose to do business with e-lend nor would I recommend them to othersI find there operation disorganized and incompetent to do there jobs!
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Dear Ms***,American Financial Resources, Incis in receipt of the complaint you made to the Revdex.com. We apologize if there was any perceived lack of communication; we pride ourselves on always delivering a high level of customer service. Our company utilizes
encrypted email to protect the Non-Public Information of our borrowers; in some instances, borrowers have difficulty accessing the secured information portal. Information privacy is a cornerstone of our business model, but we appreciate your point of view. As an Equal Housing Lender, our company strives to provide financing to all qualified applicants on all eligible properties. *** *** is an experienced mortgage loan originator and veteran AFR employee. We believe you have subsequently made contact with our sales management team, and are pleased with the current state of affairs. If you require anything else, we would be pleased to assist. Thank you

Complaint: ***
I am rejecting this response because: the repairs requested from the first appraisal were done to the specifications that the processor notedAfter the second appraisal they stated it wasn't up to standard and added more stringent qualifations that were noted the first timeAfter the new demands they also requested a third appraisalThe kept moving the goal post. As for the Lien on the other property, we supplied all documentation from the county showing that the property was previously being sold and foreclosed onAll legal documentation that specifically states that the property had been in foreclosure in the past and has a clean and clear deed owned by my wife and IWe sent them every peice of documentation that the county could give us and still Those documents were unsatisfactory to themOnce again moving the goal postWe tried to refinance with them for almost two months and over and over again they moved the goal post to prevent us from closing.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They are refunding me the fee that I paid for the inspection. Thank you for your help with this

American Financial Resources, Inc(d/b/a/ eLEND) is in receipt of your consumer complaint. As an A+ rated company operating nationwide, we take all grievances very seriously. We pride ourselves on transparency and good faith dealing during both the loan origination and servicing
process. As an Equal Housing Lender, we strive to provide financing to all qualified applicants on all eligible properties. We have closed in excess of 50,loans in the past five years, and we want 100% customer satisfaction. To that end, we have submitted a check to you in the amount of $to pay for your ***l. Please note that AFR is required to use a non-affiliated company to provide collateral valuation, and these third party fees are charged by the ***l Management Company directly. Nevertheless, although AFR did not generate any revenue, your requested funds were submitted via *** courier service and you should have received it by now. We abide by all state and federal regulations pertaining to disclosure obligations, credit reporting, and other lending statutes. Additionally, as an FHA lender, we adhere to their underwriting guidelines when reviewing applications. If you have any trailing questions or concerns, please let us know. Thank you in advance for your consideration

The company your buyer is doing business with blaming another company for their delays should not constitute the Revdex.com accepting a consumer complaint against usYou are not our customerYour buyer was not our customerYour buyer's mortgage company could have and should have closed the transaction when they were ready to do soIf you are not satisfied with the timing of the closing of the transaction, your complaint should be against them, not us regardless of any e-mails you may or may not have that suggests otherwise

Complaint: ***
I am rejecting this response because:
We were constantly told that it was AFR in New Jersey that was the holdup I can forward a dozen emails from them that verifies this claim Here is a partial one -- written on 4/by AFR The file was not reviewed and sent to title until 5/ I have emails from way before then basically stating the same thing
Regards,
***

*** *** *** *** (“***”) is in receipt of the complaint that you made to the Revdex.com of New Jersey (“Revdex.com”). eLEND is an approved trade name of ***. After reviewing your complaint and the loan file, *** notes that a rate lock “extension”
was provided at zero cost to you. On the “Close on Time Guarantee” page on the eLEND website (***), the terms and conditions state that “eLEND may choose to extend the interest rate at no cost to the client in lieu of payment of the $Closing Guarantee.” We are sorry that your timing concerns caused you hardship, but we do schedule our closings with every intention of closing promptly. Our company does not generate any revenue until a loan actually closes; therefore, we are incentivized to close loans as quick as possible and in an efficient manner. Nevertheless, we do apologize for any timing inconvenience as we always attempt to close all loans as quickly and efficiently as possible. Our company strives to maintain transparency in all aspects of our business and we attribute our 18-year history of success to strong business ethics and good faith dealings with our clientele. Over the past five years alone, we have assisted over 50,families with their homeownership needs. We value your input, and seek long-term clients. In the interest of 100% customer satisfaction, we will be sending you a check in the amount of $as part of our closing guarantee. If you have any other questions or concerns, please feel free to contact our compliance department. Thank you in advance for your time and consideration