Complaints

This profile includes complaints for Covey Financial, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Covey Financial, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Covey Financial, LLC

  8626 Tesoro Dr Ste 701 San Antonio, TX 78217-6207

• 

  Covey Financial, LLC

  4515 San Pedro Ave San Antonio, TX 78212-1410

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on behalf of ***** ******* of ****************************************************. Mortgage Account. Payoff, complete, in December 2024 by certified mail. Could not "find" check until we provided the tracking number. Account balance shows zero as of 1/1/2025. ***** has continued to be harassed for payment despite numerous phone calls. Covey only accepts voice mail messages and one must wait for a return call.

  Business Response

  Date: 03/13/2025

  Thank you for trusting BBB with your concerns. We take these very seriously. 

  After reviewing the details, the payoff payment was posted and loan closed out in early January 2025. The issue is our software continued sending Text messages. We are looking into the issue to resolve. But this account is closed. Apologies for the continued notifications. 

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My original loan began on 5/2020 and had zero problems then my mortgage switched to Covey Financial 5/2023 and I have had a terrible experience the entire time, the escrow is never accurate, they paid my insurance twice and stated i was now negative on my loan, they did not provide any documents that I asked for explaining the amount when they increased my mortgage payments, then reported again to my credit report I was behind on payments, I have never missed a payment my payments are on auto pay. I usually not reach anyone in their office when I call, when I have reached them I'm given information that is obviously incorrect because they continue to send emails about missed payments, the latest I received was a text message giving me a dollar amount I supposedly owe that I've can not for the life of me understand where that came from. I've never been so appalled by a business in my life and it is extremely alarming that they hold my mortgage loan *** have the power to report to my credit report false negative reports, oh and their remedy was that I need to dispute it on my report and then they can fix it. Either this is the worst ran financial company or they are scamming ********** mortgage holders in hopes of customer ignorance.

  Business Response

  Date: 01/24/2025

  Hello, thank you for trusting BBB to better serve your concerns with my company. We take these complaints seriously and hope to resolve your issue. 

  We looked into the account this morning. What the this person is possibly not understanding is, we conducted an escrow analysis in August 2024 that impacted the October 2024 payments and thereafter. Her monthly payment increased to property account for the taxes and insurance we are required to manage in her escrow account. See attached escrow analysis. It was emailed and mailed to this person in August 2024, as required by the ***** The person has Bill *** from her bank to make her monthly payments to our company. She did not update the amount required to pay her mortgage payment in full. In addition we send monthly payment statements via regular mail and email. She also has access to our online portal. Our office has tried to call this person this morning. I also sent her an email requesting that we find a time to talk. 

  I hope this helps you understand what happened. 

  -****

  Customer Answer

  Date: 01/24/2025

  Complaint: 22850457
  
  I am rejecting this response because:
  Again the escrow analysis you sent is yet just another spreadsheet of different amounts that do not match the communications (emails, conversations, and mail) I have been receiving. I do not have any better understanding of the amounts their in an have yet been able to speak with anyone in the Covey office.
  Regards,
  
  ****** *********

  Business Response

  Date: 01/27/2025

  A manager will reach out to you. 

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . They sent a payment to an insurance company that was not currently my insurance company. The check was sent back I only found out that I did not have any insurance when I tried to make a claim. Come to find out I did not have any insurance for a whole year. Yet I was paying it. As soon as my home was placed under my name my property taxes changed and so did my monthly payment and they immediately had me pay more. After applying for a homestead, and the property taxes decreased I informed the company in addition to them confirming the change. I requested my payment be decreased. And they kept denying my request. I was told the a Reanalysis needed to be done. I was told not to make the payment so they could look into the issue and fix the numbers only later to find out I was about to be foreclosed on and the person who told me that was no longer worked for the company. I was forced to make a contract for a payment arrangement with their lawyer for the amounts that were not correct since it included the insurance and tax issues included late fees and interest charges that were not correct. I was told that all the amount owed back to me would be applied to any past due amounts. The contract was supposed to bring me up to date and stop all fees. It has yet to happen. I was promised that my issue with my home that originally needed an insurance claim would be fixed and looked into. Basically see if I have had the insurance would it have been used and paid. It was. Then told they would contact the lender and let them know everything. They give me an email that DOES NOT for directly to the lender. I confirmed with the original lender that he was not told anything other than I was not paying my note. Now I found out my loan was sold to another lender and again I have yet to have any type of communication with them. The *** made a promise to contact me back back at the end of April

  Business Response

  Date: 06/18/2024

  We have responded directly to the customer and understand this has been resolved. 

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been told a different story every time I call for the same question and everybody tells me something different. I had discussed with ****** about how I can use my reserved money. She told me that I could use my reserve money to make a mortgage payment but I would have to send it an additional $145. She said the 1:45 could be added to my 390 and that would make $526 and that will cover a one month of a mortgage payment then I called today and I told them that that's what I wanted to do and they told me the $390 had been used for something else out of my reserve which I did not tell them to use that like that for whatever reason they said they use it it's not making any kind of sense to me she said I could send $144 and use the 390 to go with that and it will go to what my mortgage payment and I did just that and then when I called today it's she told me that the $390 have been used for other things and I told her but that's not what the agreement was I told her I wanted to use it for that reason but they have children to use $390 for something back in 2019 I will never understand the unprofessional the uneducated they don't know what they're doing so the young lady that I have been talking to name was ****** and ****** doesn't know what she's doing she doesn't know what she's saying she doesn't and my whole goal was to get caught up on my mortgage payment and I would have been now they're saying that I'm still behind on my mortgage payment they said they can't do anything adjustments for the mortgage payment to be applied for the 390 to be applied along with ******* something has to be done about the company something has to be done about the employee whose name is ***** something needs to be done my phone number is ************ I need to file this complaint immediately.

  Business Response

  Date: 09/26/2023

  Thank you for trusting BBB with your concerns. Our Sr *********** **********, is going to reach out to you this morning to go over your account in detail. 

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Each year the ************ (Covey Financial) pays the customer Home owner insurance out thee customer escrow account. My Home owner Annul payment was Due 5/24/23. I connect Covey 5/15 to make sure a payment was submitted. I was told a payment was sent out 5/11 in the amount of ****** dollars. I received a correspondence letter from my insurance company in June stating no payment was received. I reached out to Covey Financial) and spoke with ************ on June 25. She asked me to send the letter Via email so she could uploaded in my chart and notify the escrow department to send the reaming balance. I never heard any thing from the company. Three months has passed, and I just found out on 8/24/23 from my insurance Agent that I don't have home owners insurance on my home because a payment was never received. I called Covey Financial I spoke with an ** and *** both was rude and wasn't helpful. My insurance agent ***** reached to (Covey Fin)out and was told it was paid in a batch in March no one could provide proof of when it was sent out. At this very moment I do not have coverage on my home progressive would not reinstate because Covey Fin would not send the correct documents they've requested. I have been force to look for more insurance with at a higher rate due to their mistake

  Business Response

  Date: 08/28/2023

  Thank you for trusting BBB with your concerns. We take these seriously and hope to learn from any mistakes we make so we can avoid them in the future. 

  On 05/11/2023 we sent a payment to American Strategic in the amount of $781.00. The package was delivered on 05/18/2023 at 8:08 AM to their PO BOX. The **** tracking number is **********************. While working our uncashed check report we noticed this check had not been cashed. We contacted the agent and notified them of the uncashed check. We have sent proof of delivery to the agent and they are assisting us to get this policy reinstated. We are calling your agent now to ensure everything is in good standing with your insurance. 

  We will communicate with you directly once it's all paid and we straighten this out with your agent. 

  Customer Answer

  Date: 08/29/2023

  Complaint: 20533340
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  My agent ***** never received the *** Tracking number. Also the policy is not being reinstated. My agent is currently looking for new coverage because my previous insurance(Progressive) will not reinstate my policy. Due to none payment. Covey financial has not been in contact with my agent since last Thursday. I have been out coverage for 3 months. The reps that I have spoke To *********** has been rude throughout this entire process. Its not my fault that the loan company wasnt on their job to make sure payment was received and documented. 
  *******************
  **************
  ***** is my agent thats been helping with this matter on hand. Please reach out to her for more information regarding Covey Financial 
  

  Business Response

  Date: 08/30/2023

  We overnighted the check again yesterday to your agent. It should be received today. We will call you once we confirm that our package has been delivered and your insurance is in good standing. 

  Customer Answer

  Date: 08/30/2023

  Complaint: 20533340
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Yes, the check was overnight! The check is no good!  We ***** and I both spoke with ***(Covey financial) and explained to her that The policy cant be reinstated, nor rewritten due to non payment from (Covey Financial). Progressive will not reinstate the policy and will not rewrite it at the moment. *** was aware of this on 8/24/23. When I called  (Covey financial) on 8/24/23 and questioned why my premium wasnt paid and questioned why They never reached me nor progressive. All calls are recorded. Covey never reached out to me or the agent or the insurance company. No one had an answer to why my premium wasnt paid.. I spoke with ********************* on 6/25/23 and told her I received a correspondence letter stating my premium wasnt paid and the new amount was 936. I sent her a copy of the letter via email on 6/25/23. She stated a payment was sent out 5/11/23 in the amount of 781. That she would forward the information to escrow department and they will send the remaining balance over. Nothing was never handled. Nothing was never sent out. Nothing was documented that the check was received or cashed. No one tried to figure it out. There was never a returned check nothing! Why wasnt this handled back in June. Why did it take me trying to insure a new vehicle to find out I been with homeowners insurance since may. Why am I being punished for you guys mishaps. 

  Business Response

  Date: 08/30/2023

  I can relate to your frustration. We provided proof of delivery, when originally delivered a few months ago, to your agent. Your agent is looking into it. One of our reps just spoke with with ****** at your insurance agent's office. ****** stated she is working with Progressive and ASI to get this resolved.

  I know you want to cast blame on us and state we didn't pay your insurance, but that is simply not true. We have proof of **** delivery. It was delivered timely to your insurance carrier. Regardless, everyone is working on getting your insurance policy reinstated. We will contact your directly with the resolution. 

  Customer Answer

  Date: 09/01/2023

  Complaint: 20533340
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  I have also been in contact with ******. You stated you sent a copy of delivery months ago. Thats incorrect information. Nothing was never sent to my agent. Until this week Yes, you provided the tracking information this week for the check that was sent out 5/15. Every loan company has a third party that they use to make sure payment was received and documented. 90+ days has went by and no one can tell me why this matter wasnt corrected way before I called question about why the payment was applied.

  Business Response

  Date: 09/05/2023

  Your insurance policy is paid and is active. We received confirmation from your agent last week.  

• Initial Complaint

  Date:05/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overcharging escrow. Charging for insurance when I pay my insurance directly to a third-party. Refusing to refund the escrow overage after being told I would receive a check. For almost 2 months they will not return my calls will not *************.

  Business Response

  Date: 05/01/2023

  **************, 

  I am going to have our COO reach out to you tomorrow morning. We will get this resolved asap.