Customer ReviewsforAmerican Internet Mortgage Inc

Despite being legally obligated to return your escrow money in 30 days, this company opts to hang on to it longer. The last two properties Ive sold were financed through this company. They issued a check to the wrong address for the first property. Six months and many phone calls later, AIM issued a replacement check that was not legible. It took the better part of a year to receive my escrow money back. I figured it was a fluke and made the mistake of using them again only to have them send the escrow refund for the second property to the wrong address again. Im already a month and many hours of hold time in and Ive yet to receive any indication of when my money will be refunded. The disturbing part is that they admit its an error on their part, but they arent able to correct it. When you call, the servicing department isnt able to contact other departments. This shouldnt happen once, let alone twice in a row. It appears to be intentional, especially seeing as theres no resolution but to wait until they feel like mailing you your money.

Dear ******************* and ******************,Thank you for the opportunity to respond to your concerns addressed to the Better Business Bureau (BBB). In your correspondence you stated you have been waiting for your escrow refund and had issues receiving your refunds on previous loans after they were paid off. We have reviewed your concerns and our response is indicated below.Our records show your loan was paid in full on November 10, 2022. Any remaining funds will be sent 30 days from the paid in full date and will be issued to the mailing address on file. On November 14, 2022, you called our office to have your mailing address changed, and the assisting representative emailed an address change form to *****************. This form needed to be completed, signed by both borrowers, and returned to our office in order to process an address change. The assisting representative also indicated that 15 business days after the payoff is received a paid in full letter would be issued.While we received your change of address form on November 14, 2022, as we do not accept digital signatures, the change of address form was not processed. As such, when your refund check for $5,867.96 was generated on November 28, 2022, our records reflected your mailing address as:Page 2 of 3 January 3, 2023 On December 15, 2022, you contacted our office to inquire on your refund and paid in full letter. The assisting representative indicated that your address had been updated incorrectly; however, the only update to your address at that time was processed on December 12, 2022, to the address listed at the top of this letter. However, as the check had been sent to an incorrect address you requested the check be stopped and reissued. In response, the check reissue process was initiated to have the refund sent to your new address. This process may take up to 30 days.We can confirm that your refund was reissued as check number ********* on December 20, 2022, and sent to:This refund was sent via standard mail; please allow up to 15 business days for receipt. If you do not receive the refund after this time period, please contact our *************************** to research the status of the check or to have it reissued.We reviewed your calls with our office and can confirm that when you spoke with our representatives on December 20, and December 28, 2022, the assisting representatives provided accurate information on the status of the refund check. We apologize for any frustration or inconvenience you experienced with hold times when you contacted our ***************************. We strive to assist every borrower who calls in as soon as possible, but if we experience a high call volume, wait times may take longer than desired. We work to ensure that all inquiries from borrowers are processed fully, and any concerns are resolved to the best of our ability. Our goal is to provide you with the service you expect and deserve in the future.We understand that there were also delays related to the receipt of your refund related to loan number which was paid in full on August 6, 2021. The mailing address associated with this loan reflected as the property address when the loan was paid in full. As such, this was the address to which the refund was initially issued. The mailing address was updated in August 2021, and our *************************** opened a workorder to reissue your refund of $4,582.18 on November 8, and December 6, 2021. This refund was reissued as check number *********, which was cashed on January 20, 2022. Page 3 of 3 January 3, ***************************************** concerns regarding your previous loan(s) with AimLoan.com, you may send further correspondence to:Mail Stop **** ********************************************************************************************* Fax Number: ************** Email: **************************************************** Please include your loan number on all correspondence. At AimLoan.com, we pride ourselves on offering superior service and solutions, and we regret when your expectations are not met. If you have any questions concerning this response or require additional assistance, please contact our *************************** at the number below.We believe that this response fully addresses the concerns outlined in the BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, 9:30 a.m. to 7:30 p.m. Central Standard Time (CST).Sincerely,Candy T.Candy T.Escalations *************************** Personal information was removed for privacy purposes. A copy of this letter was mailed to the customer on January 3rd, 2023

I've had my loan with Aim now for about 6 months. the loan process was fast and easy. the trouble started when i wanted to setup bi-weekly automatic payments. WHAT A NIGHTMARE I was told you first need to be paid up 45 days in advance and fill out Automatic Flexible Drafting request and attach a deposit slip from my bank. so i paid up 45 days filled the request out and got a deposit slip and faxed it over. have the confirmation it was received on 1/12/22 as my first draft date approached i figured i better make sure I'm all setup. that's when i was told we never got your request. I let them know I have confirmation that you got it. she said no they didn't.So i paid up again 45 days in advance this time i emailed over the documents and again my first draft date was suppose to be 3/4/22 i figured its the 1st i better call them. they said i wont have a payment coming out on the 4th of March but the 4 May and that's only if i pay up my mortgage 60 days in advance. Yes 60 days in advance just to setup bi-weekly automatic payments. not to mention 5/4/22 is just some arbitrary date is doesn't even coincide with the the bi-weekly dates I requested. so I log onto my account and pay up till May 1st now, and tell them to change the date to 4/1/22 they said they did but who really knows. I also asked to speak to a supervisor to express my complaints I was transferred to ***** who seemed cold and like she was watching ******* shorts just waiting to get off this call. did not feel like my concerns were taken seriously. or be relayed on. I get better service and support with my monthly news paper subscription. I asked to speak with *****'s supervisor and she said that's not possible. It should not be this hard to setup automatic payments especially when Aim Loans already has my banking info saved. i should also not have to be paid up 60 days in advance. if ***** in customer services boss or maybe the owner would like to contact me.******************

We are sorry to hear you experienced poor customer service with our sub-servicer. We value your feedback and will reach out to you directly to assist in resolving this outstanding issue in a timely manner.