Business ProfileforBMG Money, Inc.

In late September/early October of 2024, I was notified I am eligible to refinance my current active loan to a ****** limit. As I have never missed a payment, and never had issues refinancing my loan in previous attempts, I refinanced to secure additional funds for renovations and a trip planned. On the application, all of my details were the same, my employer and bank information was verified, and I was told an underwriter would be in contact if, "additional details were required".Within 45 minutes, I received a call from an underwriter who refused to identify themselves, and told me, "due to my income level, I would not be eligible to refinance to ******, just the original ***** level I had previously reached." At this response, I requested to know what the income requirements were for this level, as my income had increased, and again, I never missed a payment in any stretch of my year and a half with this company. The representative, very coldly, and in a passive/aggressive manner, said, "we don't reveal those details with customers, there's no reason you need to know. If you want $400(ish), that's what you can get today." While distraught, as not only did this derail the trip I was planning, but also repairs on my home, I still refinanced for a much lower amount, and had a severely sour taste in my mouth from this company. Here we are, roughly six months later, and I was notified I am again eligible to refinance my loan to ******. I, again, had a rate increase, and see no preliminary reason, should I apply, I am denied, unless this company subtly NEVER approves anyone for this level, and are executing illegal practices to ensure such. I have attempted several times to contact someone via phone, and like others report, cannot receive a callback or representative on the line. My circumstances require I refinance to again, make repairs to my home, and am requesting my issue be reviewed and resolved in a timely manner.