ComplaintsforAmerican Financial Network Inc

• 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. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have received countless snail mail letters/cards over the years and have contacted AFNCorp 3 times via e-mail to not contact us anymore. We even received a 'Final Notice' once, followed by a '2nd notice' a few months later. We just received another one of those 'sealed postcard' style notices that stated it was 'regarding' our current loan. Inside, there was not even any mention of anything 'regarding' our loan. At all. Misleading and Misrepresentation. Inside, they also mention new VA Guidelines that took effect the same day this was supposedly printed (May 20th). Upon review of VA Circulars, the current one took effect on May 19th and has nothing to do with what was noted or had anything to do with me. Misleading and flat our lies. Previous issues is that they sent out VA notices to Non-Veterans who cannot take advantage of anything VA on their own. I have asked them to not contact me because VA Guidelines prohibit businesses from stating we can "Skip" payments as shown in the files attached.I have contacted them via their listed e-mail from the **** Consumer page and they have refused to respond to my request to be removed from their list or added to a Do Not Contact list. Attached are a few of the letters with the non-Veteran's name, 2 envelopes that I keep notes on when I contacted them.E-mails were sent out on 6/20/2016, 6/28/2016, and again 1/13/2020, and possibly other times using other e-mails since I am most likely blocked by them.

  Business response

  06/29/2022

  We are very sorry to hear that these two persons received unwanted marketing communications. American Financial Network, **** has a strict policy against contacting anyone who is on a do not contact list or who requests not to be contacted. We do not condone any unwanted communications and we prohibit all employees from denying someone from being added to our do not contact lists. In fact, to help prevent further unwanted communications from anyone claiming to represent our company, the persons who submitted the complaint will be added to our internal Do Not Contact lists (phone, email, and mail). In regard to our advertising, we take careful measures to vet marketing materials and to ensure they are not false or misleading. Because potential customers have not yet applied for a loan with us and we respect their privacy, we have very limited information on the types or terms of loans people may currently have. We note that in mailers the persons attached, they are broad in nature (e.g. regarding potential FHA financing) and not focused on the type or terms of a person's specific loan. Nonetheless, we apologize for any inadvertent misunderstandings and we hope that unwanted communications from anyone claiming to represent our company stop immediately.  

  Customer response

  06/30/2022

  They have done nothing whatsoever to place me on any sort of Do Not Contact list over the past half decade, nor make it easy to do so. I have even recently reached out to them and have not heard back stating they have done so or even plan to do so. I can't believe they think that someone is pretending to be impersonating them when the mailers all have the same info. 

  Business response

  06/30/2022

  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.

  Customer response

  07/07/2022

  How can anyone be sure you will "investigate" any compromise of your policies when you cannot even ***** a common courtesy of responding to requests made? Oh, that is right. If you do not respond to those requests, they do not exist. I have asked numerous times over the years and have been ignored on EVERY channel I attempted to request a 'Do Not Contact'. I do not trust this company with any promise and reject any past promises made

• Initial Complaint

  05/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  American Financial Network, as well as other companies, are using 3rd party vendors to cold call and I am on the do not call list. I have never asked in any form, emails, online... to be contacted. They seem to be using these 3rd party vendors to get around the do not call list. They also call from fake "local numbers," as a person in sales I generally have to answer my phone and these type of call are a huge waste of time, currently I get ***** of these type of calls a day.

  Business response

  06/29/2022

  We are very sorry to hear that this person received unwanted telemarketing communications. American Financial Network, **** has a strict policy against contacting anyone who is on a do not call list. We do not condone the conduct that is described. If the communications did come from an employee of our company or a vendor directed by the employee, they would've been in direct violation of our policies. Nevertheless, to help prevent further unwanted communications from anyone claiming to represent our company, the person who submitted the complaint will be added to our internal Do Not Contact lists (phone, email, and mail). We sympathize with his situation and we hope that the unwanted communications stop. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Last week, May6th 2022, I got a letter from ***** of America" stating that we had been paying mortgage insurance on our loan, and that this was no longer necessary. We could call this "949-***-****" and eliminate this payment. This letter was actually from AFN and the number was the direct number of a mortgage advisor. We were told that American Financial Network does work with **** of America. My husband wondered if we could include a "cash out" possibility in the restructuring of the loan at the same time. We were assured that was possible. What we were not told was that the closing costs would be enormous and we would be paying points to keep the interest rate low, but still at a higher rate than what we are paying. As it turns out, we have not been paying mortgage insurance insurance at all. It was a complete fabrication. The loan they structured was much larger than what we wanted at a higher rate! In addition, we later discovered we would be paying state taxes on the new loan and that was why it would need to be greater than our original request. I feel that I have been led by false and inaccurate information and that the entire cost of the loan has been deliberately withheld until the last minute. It was to be through ***** Fargo, not **** of America. We have refused to sign the final paperwork.

  Business response

  07/01/2022

  American Financial Network, **** (AFN) sympathizes with the customers frustration regarding the loan application process. However, AFN denies authorizing or sending any mailer that misrepresents it as coming from a different lender. Such a mailer would be strictly forbidden by AFN policies. We vet our advertising to ensure that it is not false or misleading. Also, the branch the customer worked with has a solid reputation for honesty and their personnel deny authorizing or sending the alleged mailer to the customer. The branch manager does not tolerate anyone at the branch misleading anyone. Unfortunately,AFN has dealt with companies who try to misrepresent us and others in mailers. Weve had to take legal actions, such as by issuing cease and desists to demand that the conduct stop. We've seen these companies then quickly go out of business and disappear.They have no affiliation with AFN and we condemn any misuse of our name or a different lenders name. When the customer for this matter did approach ********************** to apply for a loan, our investigation showed the branch acted properly and with diligence. The loan ******** ***** manager, and loan processor were all working on her application to determine the best potentially available loans. The customer apparently remained unhappy with the mailer and canceled the loan application. The branch canceled accordingly. We are very sorry to hear that someone sent the customer an unauthorized mailer and we hope that all such conduct stops immediately. We will also make sure that the customer is added to our do not contact lists.

  Customer response

  07/01/2022

  
  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

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm trying to get my loan number from this place but they give me the run around all I need is my loan number either from ******* home sale lender or ************* financial

  Business response

  05/04/2022

  Dear ****************,

  Thank you for taking the time to share your experience. We at American Financial Network, **** (AFN ) pride ourselves on our customer service, and we have reviewed your complaint and are providing a response below.

  AFN has conducted a thorough investigation into this complaint and its records do not indicate that we have ever engaged with an ************************* or handled a loan application involving a property located at *********************** summary, It is AFN's belief that this complaint is being lodged against the wrong entity and this complaint is not related to any business AFN may have handled, and we suggest reviewing and refiling against the entity that you are in communication with relating to this complaint.

  Thank you,

  Customer response

  05/04/2022

  
  
  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

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This PREDATORY company continues to send me FALSE and MISLEADING junk mail about my VA loan. ***NO MORE MAL!*** YOU ARE A NUISANCE!

  Business response

  04/27/2022

  Mr. Post,

   

  I am sincerely sorry for the frustration. AFN's legal department has been conducting a thorough investigation to get to the bottom of this issue. This includes, but is not limited to, complete review of all branch mailing lists to determine the source of the mail you are receiving. Once again, we have long-since added you to AFN's internal do-not-contact list, and all branches are required to scrub against this list prior to engaging in any marketing campaigns. We intend to address this issue once we determine the source. Due to the length of time you have been experiencing issues, AFN would like to offer you a courtesy refund in the amount of $250.00 as a gesture of good faith. You will receive the good-faith refund within the next 10 days.

   

  Thank you,

   

  Customer response

  04/27/2022

  
  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****

   

  If they do not follow through, I will take further action(s).

  
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They are charging me $150 each payment for not having full coverage but Ive had full coverage since the day I drove the car I purchased off the lot they are trying to scam me. Ive called their insurance people who handled my paperwork and confirmed they have my paper work showing Ive continuously had full coverage. Also need them to contact me about the warranty its been over a month since theyve known about my car issues Ive had to pay out of pocket because Ive gotten no resolution from them and I have warranty on this car

  Business response

  02/23/2022

  SENT VIA ELECTRONIC DELIVERY ONLY February 18, 2022
  **********************************************
  
  RE: BBB Complaint Number ********
  *********************** Banos
  
  To Whom It May Concern:
  American Financial Network, **** (AFN) is in receipt of BBB complaint number ********
  filed by *********************** Banos. We were not able to provide a response through your online portal
  and hope that this written response will be sufficient. After review of the consumers complaint,
  it seems that the consumer has taken issue with certain force-placed insurance in relation to an
  auto loan and has questions or concerns about a certain auto warranty.
  AFN is a residential mortgage lender and has never offered or provided personal loans, auto
  loans, or auto warranties. As such, AFN has no knowledge as to the details surrounding these
  issues and can provide no help to the consumer. In short, AFN is in no way connected to the
  consumers auto loan or warranty issues.
  Based on the foregoing, we believe that AFN has been mistakenly named in this complaint and
  kindly request that complaint number ******** be closed.
  Very truly yours,
  
  ************************************, Esq.
  General Counsel | CCO
  American Financial Network,

  Customer response

  02/23/2022

  
  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,
  
  *********************** Banos
  
   
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have asked this company to cease contact with me and stop sending me mail offering me FHA Mortgages and I am still receiving correspondence. They should not harass me or any other individuals, yet here we are. It is my firm belief that these mailers should be officially outlawed. While I know that the BBB isn't responsible for that kind of penalty, hopefully putting focus on these companies that are harassing citizens will help us move toward a future in which we don't receive constant harassment despite "opting out".

  Business response

  02/19/2022

  Dear ************,

  Thank you for contacting us regarding the marketing materials you have received from American Financial Network, **** ("AFN"). AFN takes all complaints sincerely, and we are disappointed that this matter was not resolved for you sooner. Please understand that some marketing campaigns are prepared in advance, and this may be the reason why you have continued receiving marketing from us. We have confirmed that your name has been removed from our mailing lists, and you can expect to stop receiving any AFN marketing within 10 business days. If you continue receiving any unwanted marketing from AFN after 10 business days, please contact ************************************** and we will work quickly to investigate and resolve for you.

  Thank you,

   

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I continue to receive calls from representatives stating they are from American Financial Network attempting to discuss my VA Loan and rates. I have never done business with American Financial Network or its associated banks/agents. I have informed them I am on the National Do Not Call registry for over 10 years. Ive informed them they are in violation of the law in regards to spam calling. Ive asked for them to stop calling me. When I requested to speak with a supervisor or legal department the agent disconnects the call. I have filed a complaint with the *** via the Do Not Call registry and will be submitting a demand letter for damages associated with illegal spam calling.

  Business response

  03/01/2022

  American Financial Network, **** (AFN) sympathizes with any frustration you have *** have experienced from the receipt of marketing phone calls. AFN has placed your name, address, and phone number on its internal Do Not Contact list. If the issue persists, please contact ************************************** and provide the phone number so we *** further investigate.
  
  
  Thank you,

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This Company prematurely had me to have an appraisal done assuring me that the property loan would be approved. I would not have gotten the appraisal without them constantly assuring the loan was going to be accepted. This was not an acceptable way for a company to be business. I asked that the money be returned for the useless premature appraisal that they requested .

  Business response

  03/01/2022

  Dear ********************,

   

  Thank you for reaching out and sharing your experience. American Financial Network, **** ("AFN") strives to provide excellent customer service and we are disappointed to hear that we did not meet your expectations. After reviewing your loan, it appears that your loan application could not be completed due to not receiving certain documents that AFN requested from you. While AFN believes it acted properly in its handling of your loan application, we will provide you with a refund of your appraisal fee as a gesture of good faith. You should receive a check within ten (10) business days. Further, we have forwarded your complaint to the loan originator's supervisor and will use your experience to improve our procedures moving forward.

   

  Thank you,

   

*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. ↩