Consumer complaint received 2024-04-13
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: AMERICAN FINANCING CORPORATION (GA)

Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against XXXX XXXX, Senior Consultant at American Financing Corporate, regarding the handling of my recent mortgage refinance process. My experience with XXXX XXXX was deeply disappointing and left me feeling frustrated and financially burdened. 

Throughout the nearly seven-month-long refinance process, I encountered significant challenges in communication and responsiveness from XXXX XXXX. Despite repeated attempts to contact him, I rarely received timely responses to my inquiries, and when I did, my questions were often left unanswered. This lack of communication left me feeling uninformed and uncertain about the next steps in the process. 

One particularly concerning incident occurred when my insurance provider, XXXX, threatened to cancel my policy due to their inability to reach XXXX XXXX regarding the progress of my refinance. This resulted in not only a canceled policy but also a subsequent increase in my insurance premium, costing me nearly {$1400.00}. Such negligence in communication and coordination is unacceptable and has had significant financial repercussions for me. 

Furthermore, I expressed my concerns to XXXX XXXX about not being ready to refinance at the time and outlined specific criteria I wanted to meet before proceeding with the process, such as having my business seasoned and paying down my credit cards to improve my credit score. Despite my reservations, XXXX XXXX rushed me through the process and encouraged me to proceed prematurely. This led to unnecessary expenses, including the utilization of a credit simulator and unnecessary credit card payments that could have been avoided had my concerns been heeded. 

Additionally, I am deeply troubled by the apparent lack of fiduciary responsibility demonstrated by XXXX XXXX and American Financing. As a first-time refinancer, I expected to receive quality customer service and guidance throughout the process, which was sorely lacking. XXXX XXXX actions not only failed to meet basic customer service standards but also demonstrated a disregard for my financial well-being and best interests. 

Therefore, I am requesting the following actions be taken : XXXX. An audit of my loan under XXXX XXXX to ensure all procedures were conducted correctly and in compliance with regulations. 
XXXX. A written apology from XXXX XXXX for his poor customer service and lack of communication during the refinance process. 
XXXX. Mandatory attendance for XXXX XXXX in customer service training to improve his communication and service skills. 
XXXX. An audit of American Financing to ensure they are not engaging in predatory practices that harm unsuspecting consumers. 
XXXX. Investigation of the closing company involved in my refinance to address any issues related to delayed payments and ensure proper procedures are followed in future transactions. 

Please subpoena XXXX for the specific phone calls and notes for this case. They are aware i am filing a complaint and will cooperate by providing any evidence needed. 

I appreciate your attention to this matter and trust that the Consumer Financial Protection Bureau will take appropriate action to address these concerns and prevent similar incidents from occurring in the future. 

Sincerely, XXXX XXXX XXXX XXXX ( work cell ) XXXX ( home )