ASSURANCE FINANCIAL GROUP, LLC CFPB Complaints

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2000 Latest Complaints
Date Received Timely Response Product Issue State / Zip Submitted Via Tags
04/24/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • TX
  • 77459
Web Older American
I make my mortgage payments on time every month. I refinanced with Assurance Financial and closed on XXXX, XXXX. On XX/XX/XXXX, I received a PAST DUE notice from the XXXX Country Tax Assessor office for a property tax bill that was due in XXXX XXXX, XXXX and had remained unpaid. The total taxes due with late fees was {$3900.00}. I immediately called Assurance Financial and of course could only speak with a Customer Service Rep who told me to email a copy of the Past Due notice ATTN Tax Department and the taxes would be paid in 2 weeks. I did exactly what was requested. Call back in two weeksnothing had been done. This time the CS rep said that a work order would be submitted to the TAX department. This is when I learned that no closing disclosure was on file with Assurance ( HOW COULD THIS HAPPEN ), Assurance was just now trying to get the complete closing documents, and that the closing company should have sent the closing information to the tax office. On XX/XX/XXXX I checked my property taxes payment website and no tax payment had been submitted. Called again on XX/XX/XXXX and asked for a Supervisor who was XXXX who said she would submit a work order to Upper Management and it would take only 24 to 48 hours and she would let me know that the taxes had been paid. I still could not talk to anyone in the Tax Dept about this matter. In 48 hours later I called back and this time spoke with XXXX who said she didnt see where the work order had been submitted and she would do so. On XX/XX/XXXX, I call again and spoke with XXXX, Supr. Who said she would expedite the matter and PROMISED to call me back on XXXX No call was ever made. Called again on XX/XX/XXXX and spoke with XXXX, Supr and she also gave me her word that the taxes would be paid in 24 hours and took my cell number to call me to let me know the taxes had been paid. Today, XX/XX/XXXX, I see my taxes have NOT been paid. I called and speak with a manager, XXXX who said the taxes should have been paid at closing and it would take 30-45 days before the taxes would be paid. NOW, Im completely at a lose for words! Then I suggest that I just pay my taxes out of my own pocket. She indicated that there was a {$2000.00} refund check sent to me in XXXX and that was supposed to be used to pay my taxes which my taxes are included in my ESCROW account and in XXXX were {$3700.00}. There was absolutely NO communication indicating that the refund check was to be used to pay my property taxes. This payment should have been made out of my ESCROW account. Furthermore, The Tax office still has my previous mortgage company listed and not the refinanced mortgage company. On today, XX/XX/XXXX. I paid my property taxes of {$3900.00} which I actually didnt have the money to do so and had to make arrangements to fund my account for this payment. I have NEVER in all of the 35 years that Ive owned and refinanced a home had to go through this much XXXX. ABSOLUTELY HORRIBLE. Again this is ASSURANCE FINANCIAL is the mortgage company and SERVICE LINK was the closing company.
01/28/2023 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • SC
  • 29201
Web
In XXXX of 2022, I received a letter confirming my approval for a COVID-19 Combination Partial Claim and Loan Modification, along with a packet of documents that needed to be signed, dated, and returned ( please see attached ). However, XXXX of the co-borrowers on the original loan had died and needed to be removed from the COVID-19 Combination Partial Claim and Loan documents before they could be signed, dated, and returned. After notifying Assurance of the co-borrowers death, they instructed me to email his death certificate along with the Deed of Recording for the property to loss mitigation. I was also instructed to start making the Modified Monthly Mortgage payment that was stated in XXXX letter ( {$1300.00} ) while I waited for the corrected documents to be drafted for me to sign. It was conveyed to me that unless I could not afford the new modified monthly mortgage payment, the amount would not change on the corrected documents. In XXXX of 2022, I received a letter stating that I had advised Assurance that I was ready to resume making regular mortgage payments. This letter was only accompanied by copies of the Subordinate Note and Mortgage or Deed of Trust forms that still had the deceased listed as a co-borrower ( see attached ). After receiving this letter, I contacted Assurance to notify them of the following : XXXX ) The letters opening statement was incorrect. I did not advise Assurance that I was ready to resume making regular mortgage payments. I did however notify Assurance before the end of my loans COVID-19 Forbearance period that due to a reduction in my income, I would NOT be able to resume making regular mortgage payments. This was why I requested and was approved for a COVID-19 Combo Partial Claim Loan Modification. XXXX ) I received the wrong packet. It did not contain a COVID-19 Combo Partial Claim Loan Modification. It only contained a Subordinate Note and Mortgage or Deed of Trust forms to sign, date, and return. XXXX ) The Subordinate Note and Mortgage or Deed of Trust forms I received still had the deceased co-borrower listed on the loan. Assurance responded by stating that new documents would need to be re-drafted with the above stated corrections and this would take approximately XXXX months. However, I never received any new documents. Instead, I received notice in XXXX that my home was in default and is now currently on the verge of foreclosure. Please advise as soon as possible on any next steps I can take at this juncture to save my home.
01/04/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • GA
  • 30305
Web
I live in the City of XXXX, in XXXX County. As widely publicized in XXXX, our property tax bills were delayed due to disputes over the tax digest used. New revised bills were issued on XXXX/XXXX/XXXX. I contacted my mortgage company, Assurance Financial, the week of XXXX XXXX to make sure they had received the revised bill. They had not and at that time I sent them a copy with pleadings that they make sure my bills were paid on time. I noticed on XXXX/XXXX/XXXX, that my escrow account had been debited for my County taxes which were not officially due until XXXX/XXXX/XXXX. I reached back out to Assurance and stressed that I wanted to be sure the City taxes due XXXX/XXXX/XXXX were paid. The customer service representative assured me they would be paid one time, but my escrow summary did not reflect any taxes being due, which I kept telling the representative. The escrow department at Assurance seemed to have no knowledge of GA mortgage laws as they insisted the taxes had been paid at closing, which I knew to be untrue. I reached out again the following week when I still saw no changes to my escrow account. Again, I was reassured that the payment would be made on time. One XXXX XXXX, I checked my account and noticed the payment still had not been issued and the funds were still in my escrow account. I attempted to call only to learn the company closed that week! I sent a message via their secure message center stressing the urgency that my bill must be paid that week or be delinquent with interest and penalties. I never heard back from the company. I called on XXXX/XXXX/XXXX after the payment still had not been made. I spoke with a manager who assured me they were " researching '' my issue. I sent him ANOTHER copy of the bill and asked that these taxes be paid immediately as my escrow had more than adequate funds and the taxes were now past due. I was assured someone would call me back within 24 hours and I 've yet to hear from anyone and my account reflects no changes. This also will cause me to miss out on my mortgage tax benefit which I really needed this year.
03/27/2023 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Improper use of your report
  • Reporting company used your report improperly
  • LA
  • 70806
Web
Your company is in clear violation of the law. Under 15 USC 1681b - permissible purpose of consumer reports. Subject to section 1681s-3 of this title, any- ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report I have recently entered into the loss mitigation program my mortgage company XXXX XXXX XXXX related hardship, including a payment forbearance program made pursuant to the Coronavirus Economic Stabilization Act, section 4022 ( 15 U.S.C. 9056 ) ; it also includes, without limitation, all other principal and interest payments that are due and unpaid by a borrower experiencing XXXX related hardship. For purposes of this paragraph ( c ) ( XXXX ) ( v ) ( A ) ( XXXX ), the term of the mortgage loan means the term of the mortgage loan according to the obligation between the parties in effect when the borrower is offered the loss mitigation option. ( XXXX ) Any amounts that the borrower may delay paying as described in paragraph ( c ) ( XXXX ) ( v ) ( A ) ( XXXX ) of this section do not accrue interest ; the servicer does not charge any fee in connection with the loss mitigation option ; and the servicer waives all existing late charges, penalties, stop payment fees, or similar charges promptly upon the borrowers acceptance of the loss mitigation option. ( XXXX ) The borrowers acceptance of an offer made pursuant to paragraph ( c ) ( XXXX ) ( v ) ( A ) of this section ends any preexisting delinquency on the mortgage loan. XXXX XXXX XXXX XXXX XXXX XXXX
09/22/2023 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • Lien release
  • SC
  • 29229
Web Older American, Servicemember
I contracted with XX/XX/XXXX to build my house for {$700000.00}. I gave him a {$100000.00}. downpayment & financed the balance with Assurance Financial. Although the loan came to {$610000.00}, after he received {$600000.00}. from my finance company he was only due a balance of {$650.00}. based on our contract. Instead XXXX XX/XX/XXXX he requested a {$13000.00}. final draw + {$2400.00}. totaling {$15000.00}. During the build we did 3 Addendums totaling {$16000.00} which equates to him receiving a total of {$720000.00}. of my money. The finance company informed me that he received {$31000.00}. ( in draws ) for items I paid out of pocket. When he requested the initial final draw, I questioned the {$31000.00}. & he ceased communicating with me. Finally, XXXX XX/XX/XXXX he sent notification of a lien placed on my house for {$56000.00}. I've requested to be provided what this money is for but haven't received it. Now, after not holding the builder to a completion date, the finance company has issued a demand letter for the {$600000.00}. they paid the builder to close on the construction loan in 30 days or I'll be in default & lose everything, knowing that someone has offered the builder {$1.00} XXXX for my house & I have no way to pay this money by XXXX XX/XX/XXXX. After all this the builder has vandalized my house & took the 4 AC units so now I have to pay for the repairs & replacement before I can even attempt to get a final inspection. PLEASE HELP ME
11/03/2020 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • TX
  • 78260
Web
We started with Assurance Mortgage for our Mortgage Refinance on XX/XX/2020 with XXXX XXXX XXXX, and was locked in for 45 days. 45 days pass and nothing is getting done due to COVID. XXXX goes to another department without letting us know, so they give us XXXX XXXX on or about XX/XX/2020. He tells us we will have to pay {$7000.00} for a rate lock extension or wait another month to rate lock., and he was unsure why XXXX gave us a 45 day rate lock instead of a 60 day. This is NOT our fault, as it is the company 's fault for taking so long. Due to the horrible communication with us during the process, we decided to go with another mortgage lender. We canceled our loan on XX/XX/2020. We did not feel comfortable with assurance handling the next 15 years of our life ( or until they sale it to someone else. ) We needed a transfer of appraisal and Assurance sent THE WRONG address and information to the new mortgage company. This has to have been a Violation of personal information, and negligence for them sending the wrong information. NOW we still are fighting with them through the process. Still dealing with the appraisal transfer, now their compliance department will not allow it. WE PAID FOR IT. They are holding our appraisal hostage. This is against the law.
02/17/2021 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • VA
  • 23831
Web Older American
I received a tax invoice from Treasurer, XXXX County, VA on XX/XX/XXXX. I contacted the county and XXXX XXXX XXXX/Assurance Financial on XX/XX/XXXX. On XX/XX/XXXX, I received another invoice from the County showing the taxes not paid with late charges added on. I contacted the Treasurer 's office and was advised that they had sent two additional letters to the mortgage company. The tax was not paid. I have called XXXX/Assurance 30 times beginning XX/XX/XXXX. On four occasions i was told by a customer service supervisor that I would be contacted in 6-10 business days. No one has ever called. The money is in my Escrow account. This is a refinance. The persons I spoke to at the mortgage company acknowledge that the money is there. I called today XX/XX/XXXX and was told again that the case would be expedited and that I would receive a call in 6-10 business days. The only information I have received is 2 form letters acknowledging receipt of my inquiry, telling me that they will respond to my inquiry " within the time limit required by law ''. I don't know what the law requires. Not helpful at all,
02/23/2023 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • LA
  • 70363
Web
My home was totaled in hurricane IDA. The extent of my damages were over XXXX. My insurance company payed XXXX which doesnt even replace the roof. So I hired a lawyer. We successfully settled for XXXX. The checks went to the mortgage company now they will not release the checks for the lawyers and a contractor I had hired. And I put money in my home out of pocket. No one would help me so I couldnt pay mortgage and the repairs and I had no where else to go so I put what I could into the house changing Sheetrock and windows and floors. So they currently have 2 checks for a total of XXXX and are not releasing the funds. Idk what else to do. I need to get this roof finished so I can do the interior. Its been XXXX years Ive been dealing with this camping out Im basically homeless because without those funds I cant fix my home. I am living in it but its poor conditions.
06/29/2023 Yes
  • Mortgage
  • VA mortgage
  • Struggling to pay mortgage
  • VA
  • 245XX
Web Servicemember
I am a XXXX XXXX of XXXX children who had a loss of income in 2020. I applied for forbearance with Assurance financial in 2020 and it was accepted. For the past year since the forbearance I have been applying for a loan modification per the mortgage company to get my loan going again. I have sent them every document they have asked for and they continuously kicked my paperwork back and deemed my package incomplete over and over. I have someone at the VA involved as well and has seen how they are giving me the run around. They are now trying to foreclose on my house even though I am still in the loan modification process and sending them everything they are asking for.
04/13/2017 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Application, originator, mortgage broker
  • LA
  • 70065
Web
My credit report was pulled by an Assurance Financial representative without my consent.
09/14/2023 Yes
  • Mortgage
  • VA mortgage
  • Struggling to pay mortgage
  • Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
  • MA
  • 01069
Web Servicemember
02/22/2023 Yes
  • Mortgage
  • FHA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • TX
  • 77571
Phone Older American
05/02/2022 Yes
  • Mortgage
  • FHA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • NM
  • 88203
Web Older American
04/01/2022 Yes
  • Mortgage
  • Other type of mortgage
  • Trouble during payment process
  • LA
  • 70360
Web
03/17/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • VA
  • 22485
Web
03/05/2022 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • LA
  • 70791
Web
01/12/2022 Yes
  • Mortgage
  • FHA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • LA
  • 71202
Web
11/18/2020 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Their investigation did not fix an error on your report
  • PA
  • 17602
Web
04/08/2020 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • SC
  • 29229
Web
11/18/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • FL
  • 33334
Phone Servicemember
08/29/2016 Yes
  • Mortgage
  • FHA mortgage
  • Application, originator, mortgage broker
  • LA
  • 70808
Web