ComplaintsforAmerican Financial Network Inc

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We began the Assumption process to sell our home in late October. We sent a request for assumption at that time. On 11/20/23 I called to get a status. I was sent form to complete to begin the process which I uploaded the same day. I called again on 11/28/24 for status. In December we received the packet for the buyers to complete which they sent signature req. which was received 12/29/24. I called back 1/18/24 for a status. They advised that they had sent the packet to my email. After much discussion stated that the packet had been received. No notes that it had been worked. A second set of conditions was received and returned which included multiple requests for documents submitted with the original packet. 2/13/24 we received notice of Servicing Transfer effective 3/4/24. I called 2/20/24 to see how this would affect the Loan Assumption. I found out that the transfer is between departments and not to an outside company. I called the new department who stated that I needed to call back after 3/5/24 for information. I sent an email on 2/23/24 directly to the assumption department requesting status and how the loan transfer would affect the assumption. I received an email stating that I can check status on 4/20/24. My buyers have been waiting for 5 months and now American Financial is saying that I can't even get status for another month. Please note that with each call the Rep stated that I would be contacted by the assumptions department within 5-7 days. I was never contacted. We are very concerned that the buyers are going to back out.

  Business response

  03/08/2024

  Dear realtor,
  
  American Financial Network, **** (AFN) sympathizes with any frustration that the borrower experienced related to the assumption process. The borrowers assumption request was handled by our sub-servicer,Cenlar. According to ******* records, the assumption could not be completed due to missing documents. Our understanding is that the borrower was recently in contact with Cenlar about the specific missing documents. We apologize for any communications or interactions with Cenlar that fell below the high customer service expectations that ********************** expects. AFN has a new sub-servicer named Servbank. We will determine what was missing from the Cenlar submission and compare this to the new sub-servicers requirements. AFN will get back to you as soon as possible, which we anticipate will be next Wednesday (3/13/24). AFN will provide a complete list of what would be required for the assumption and an estimated time to complete the process. Although you are requesting $35,000 from AFN, we can never guarantee or promise that any lending transaction will close, including an assumption. AFN is not legally liable for a transaction that we did not consummate and we are unable to provide a monetary award. We wish the borrower the best and hope that we will be able to work with him on the potential assumption. If you have any questions, you are welcome to contact our legal department. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Total cost ******* last payment of $686.49 on August 17th 2023. Reference number **********- Within 1-2 weeks of me purchasing a bedroom set. The wooden slates fully collapsed while laying in the bed. ( I've been having extreme neck, back, and hip pain since). I spoke with the company on 3 occasions, in regards to returning or exchanging for a better product that wasn't cheaply made. I reached out to the store and sent photos to ************) 1st they gave me an Iron frame that did not fit the bedroom set, because it was wooden and too SMALL. It looks horrible for me to have purchased this for over **** dollars. I spoke with a Representative with Financial via telephone and she advised me that someone would be reaching out to me by Friday August 18th, but no one reached out to me. They just took my money and left me with Damaged products cheaply made - not made to with stand a single person at 135 lbs in the bed. There in NO jumping or anything that would damage on my end. I had ASHLEY ********* FOR 6 YEARS WITHOUT IT BREAKING- PLEASE REPLACE OR PROVIDE A REFUND.

  Business response

  01/22/2024

  Dear consumer, American Financial Network, **** ("AFN") sympathizes with the issues regarding your bedroom set. However, we absolutely assure you that our company had no involvement. AFN is a business that is solely involved in providing residential loans to borrowers. We do not make physical products, such as a bedroom set. We hope that you are able to find the correct business and that they promptly resolve the matter. We wish you the best. 

• Initial Complaint

  11/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I originally hired AFN to assist in obtaining a mortgage. During the process I did feel comfortable with the service so I decided to go with another company. While working with AFN, I purchased a appraisal on the property I was purchasing and AFN received it. When I switched companies, I gave AFN a signed request to transfer the appraisal that I had paid for over to the new company. They stated they would not honor my request because they were upset that I went with another company. ************* their agent is intentionally trying to stop or interrup my loan process because he's angry. This company is extremely unethical.

  Business response

  12/07/2023

  Dear former customer, 

  American Financial Network, **** ("AFN") sympathizes with your situation related to the appraisal.  Our understanding is that the AFN Branch Manager you referenced provided you with the appraisal report.  He denies stating that the appraisal would not be transferred.  With that said, unfortunately this loan file is involved in a legal dispute, which complicates the situation.  A former employee took the file to another lender in violation of written agreements between the former employee and AFN.  AFN needs to avoid any appearance that we condone the employee's conduct.  AFN also is unaware if there are any conditions that have changed and could impact the prior appraisal's findings.  A new, different lender has the ability to order a new appraisal, which would also consider any possible changes in conditions and make the report more current.   We are not responding here out of any negative feelings towards you.  In fact, we appreciate that you considered us as a lender.  AFN just needs to be aware of protecting its legal rights and ramifications related to the situation.  As a side note, AFN is not legally obligated to transfer an appraisal to another lender.  We hope that you understand our concerns and we wish you the best.  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a new mortgage with the company I am attempting to get on budget billing every attempt has failed the lack of communication and knowledge is overwhelming. I actually paid 1 month ahead just to find out that the form could not be electronically signed. I filled out another form signed correctly and resubmitted it just to be told that now its too late to start budget drafting and I would have to pay November in order to start.I have been going through obstacles since I received the budget billing information in the mail. The company I lacked to provide proper information fans I have to come up with another full payment with no guarantee that something wont go wrong. I had to sacrifice a lot to pay two payments in one month to get o this program.

  Business response

  10/13/2023

  Dear *************************************** **** ("AFN") sympathizes with your situation, and even though it was our sub-servicer that you interacted with about the budget drafting application, we apologize for any experience that fell below AFN's very high expectations for customer service. We thank you for speaking on the phone with us about the matter. Our understanding is that you are satisfied with AFN's response, including because we are addressing the issues with our subservicer that you interacted with regarding your budget drafting application. We thank you very much for obtaining a loan from AFN and bringing the issues to our attention.   

  Customer response

  10/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed I had late payments from AMFINNETWORK on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  Business response

  04/21/2023

  Dear ********,
  American Financial Network, **** ("AFN") sympathizes with your issue related to loan payments. Please be advised that this, as well as all other servicing-related matters, is being handled by a third-party servicer named Cenlar. To resolve this issue, you should contact Cenlar at one of their telephone numbers: ************ and ************. We cannot speak to Cenlar over the telephone about the payment issues because we do not have a required authorization form from you. Cenlar did advise us that they have escalated this matter internally so that they give you priority. If you are unable to resolve the payment or credit reporting issues with Cenlar, please feel free to call AFN's corporate office at ************. AFN corporate will direct you to someone who can try and provide further assistance. We thank you very much for your business and for obtaining a loan from us. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attempting to contact AFN for the past 7 years about unwanted mailings. I have been flat out ignored since **************************************************************************** works. I was told on July 7th 2022, and I quote, "We are again sorry to hear about any past unwanted marketing communications. If someone miscommunicated our company's policies or violated them without our knowledge, we apologize to the extent it occurred. We certainly do not condone anyone being contacted by us who does not want to be contacted. Also, please be rest assured that today AFN's marketing department confirmed the persons who made the complaint are definitely on all of our do not contact lists (mail, email, and phone). The persons should not receive any further mailers, phone calls, or emails. If someone violates our policies and contacts them, they are welcome to reach out to us, and we will investigate and resolve the issue."That quote is on file with the BBB from previous encounters.They hang up when confronted about this and are very rude. I realize the BBB is worthless, but I feel the need to post this for others to see, both here, and sending info to the VA later this week. I am once again telling them to stop the s***

  Business response

  10/19/2022

  American Financial Network, **** ("AFN") contacted the consumer directly for this matter. He provided us with a marketing mailer, which will help us track down the branch that sent it and tell them not to send any more mailers. The consumer is also still on AFN's company-wide do not contact lists (mail, phone, and email), which our branches are supposed to comply with. We truly hope that he does not receive any more unwanted marketing. We apologized to him about the situation. We told him that he can contact us any time if another issue comes up, which we hope does not occur. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied to have my PMI dropped from my mortgage. Per their response I could choose to send in a check for $100 for a BPO or $325 for a full appraisal. I sent in the check for $325 with a letter requesting the full appraisal as well as the email with the full appraisal instructions highlighted. Today American Financial cashed my check and I received a call from the appraisal company to schedule BPO. That was not what I requested or paid for. I called them immediately and was told they do not offer phone support for that. I emailed them and have not received a response. I also emailed them a few days ago without a reply still. I have had the absolute worst customer service with *********************************************. I have spent hours on the phone with them every month because of constant errors. Please expedite a FULL APPRAISAL as already paid for and requested. Please contact me by phone.

  Business response

  09/13/2022

  Our ******************** and **************** have been diligently working with the customer to resolve the issue. Legal has been communicating with the customer by phone, on a regular basis. We have discussed with him that AFN sold his loan to an investor and there is a third party servicer for the loan, named Cenlar. Although the complaint technically raises third *************, we care about trying to help our current or former borrowers, to the extent we can. Legal and Servicing at AFN have contacted Cenlar many times to advise them that the customer paid for an appraisal and that he should get an appraisal. Cenlar acknowledged that the customer did order an appraisal and that they would get one ordered. Cenlar also escalated this matter to their management. Based on ******** communications, the customer should be contacted about an appraisal soon. However, we will maintain contact with him until he is able to schedule the appraisal. We apologize on behalf of Cenlar for any misunderstanding or miscommunication. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From March 2021 - June 2022 I received unsolicited offers from this company. On 2/4/22, I submitted a request, via their website, requesting the removal of my name and mailing address from all of their databases (i.e., solicitation, marketing). As I continued to receive mailings from them, on 5/6/22 I called/left a voice message at their ************ phone number, requesting the (same) removal. I received a call-back that same day from a receptionist at the company, who confirmed my/the name and mailing address listed on all the mailings, so she could submit the removal request. I then, during May, received a voice mail from a *************************, who identified himself as the *************** for the company, asking for my assistance in their company researching why I continue to receive these mailings, so he could do what was necessary to stop them. On 6/17/22, I emailed him a picture that included 6 of the mailings. On the same day, he replied, indicating: "Our marketing department has you on their do not call and do not mail lists." "Thank you for sending the marketing materials you received. We will use these to investigate what branch is responsible. Then we will tell them to immediately stop contacting you in any form". On 8/22/22, I received another unsolicited mailing from this company. I feel this situation is now at the level of harassment and am requesting the BBB's assistance in getting this company to fulfill their (do not call/do not mail) promise. If, in your communication with American Financial Network, they contradict the information I've provided here, I can provide the email traffic with ****************. I do not authorize American Financial Network to contact me (via any method) based on this complaint, as they have all the information they need regarding my identity, and I've already gone well above and beyond in trying to assist them in figuring out why they can't apply a solution to this situation.

  Business response

  08/29/2022

  We are very sorry to hear that the complainant *** have received unwanted marketing material in the mail. Any mailing that *** have been sent recently, was certainly not authorized by American Financial Network,Inc. (AFN) and any employee(s) involved would have been acting rogue, outside their scope of employment and authority. If the mailing occurred,it was prohibited by AFNs policies and legal departments directives.The complainant is correct that our legal department previously intervened on his behalf. And, after receiving this new complaint, our legal department took further action. Please note that we believe the attorney who communicated with the complainant did not identify himself as general counsel for AFN. He identified himself as in-house counsel or something to that effect. A different attorney at AFN is general counsel. In any event, AFNs legal department indeed took the prior action that the complainant discusses. We have now, emphatically, pointed out to our marketing department that the complainant claims he again received a prohibited mailing and which must not re-occur. We also confirmed he was already on all of our internal do not contact lists. The marketing department will again seek to identify and then contact any branch that *** have been involved in recent mailings to the customers geographic area, and they will order the branch to stop marketing to the complainant in any form. We sincerely hope that this matter will now be resolved and that the complainant will no longer receive unwanted communication/marketing.He is welcome to contact us at any time to address this issue again if it reoccurs and we will do everything we can for him.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im being so much discriminated against by this company. I was told after trying to get help to come back in contact with you when I raised my credit score to 620. Its 683 now. Im reaching out to you and you wont reply to any of my emails. I worked diligently to get to this point. And I didnt use a credit specialist like I was told by you. I corrected it on my own. Some things were there unnecessarily. If credit is a factor then why are we using credit as an excuse to deny people help when they fix their credit? I need a home for me and my three children. I have good credit.

  Business response

  06/28/2022

  We looked into this matter and we believe the issue is resolved. Specifically, we discussed the complaint with the loan originator and *******'s request for a follow-up communication. We determined that the temporary lack of communication was a result of wires being crossed and an application item that was under review. We value our customers highly and we sympathize with *******'s situation. We can also confirm that the loan officer is in communication again with *******. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this letter to make a complaint against the American Finance Network mortgage company. I applied for a mortgage loan at the end of February 2022. When I first contacted ************************* he volunteered to fill out my application for me and advised me on the documents needed. I sent the documents needed right away. I had viewed and made offers for other houses. I decided on March 22, 2022. They accepted my offer and I had the inspection on March 24th, 2022. The inspection was $400.00 with the closing on March 28th, 2022. Everything was set, the week of the closing Caesar started calling me requesting if I was married and I told him I am widowed, he then asked if we were married which is insulting in itself. He had none of the paperwork processed as I had other offers on other houses before this one. The closing was extended another week, he then requested tax documents that were sent in with the other paperwork. I sent him copies for the third time asking if that was it. He stated all was good. He then stated IRS had no copies of my 2019 and 2020 tax records. He talked to my tax person and then requested he had a friend do my taxes, even though they were done. He requested my permission for my tax records and never sent me the information to give permission. He then dodged my calls and my attorney for over a week. He would not answer calls or texts. On the day of the second closing, he denied my loan. I had packed and given notice of moving out of my place. I now have no place to go and I am out of my $2,000 dollars of ******* money and $400.00 for an inspection. He has insurance companies calling me for insurance for the house. I had ***** in closing costs and no down payment needed. I recently asked him what was needed to close this deal he stated tax forms and ******** which a down payment was never discussed or asked for due to ******* money and closing credits. My attorney and realtor admitted he dropped the ball and did not process the paperwork.

  Business response

  06/28/2022

  We looked into this matter and spoke with the loan originator. We did not find any wrongdoing by our personnel. We apologize to *********** if there were any inadvertent misunderstandings or miscommunications. We value our customers very highly and we will continue to strive for excellent customer communications. Unfortunately, for ************* loan application there was an unresolved issue of missing income documents. We could not obtain loan approval without them. *********** provided 2019 and 2020 tax returns, but they were not filed with the **** The loan originator ordered tax transcripts and no records were found. ************* mother confirmed with our branch that she assisted with preparing the tax returns but did not submit them to the **** Our understanding is that *********** was supposed to mail them in, but they were not mailed. Also, the branch advised us that *********** did not have sufficient funds to cover closing costs. We refunded ***************************************** money deposit and the loan originator did not charge him for the appraisal. And in regard to the present, our line of communications with *********** remains open. In fact, he recently reached out to our branch for assistance with a loan application. We are glad to be of ********************* where it is possible. 

*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. ↩