Consumer complaint received 2021-11-19
Company: AMERICAN ADVISORS GROUP
State: LA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Closing on a mortgage

Complaint:
This is the latest email that I sent to XXXX The short sale amount is for XXXX. I have been dealing with them since XXXX. 

To say that this experience has been the most frustrating experience I have ever experienced is an understatement. I honestly hope this is an isolated experience and not your normal procedure. The is the first time we have ever gone through the short sale process and had no idea all that it entailed. The number XXXX problem that has been consistent since the beginning of this process is lack of communication on your part. It first started with their death certificates that I had to resend several times not once did you send a simple email or a phone call to let me know that you couldnt read the death certificates. How am I suppose to know you cant read it if you dont notify me. So a simple email or phone call could have taken care of this but a simple procedure took around XXXX months to rectify. I was told the reason that the property was put in foreclosure status was because I didnt get my paper work in due time. We would send in what was asked of us. Then we would call and I would be informed you needed something else. This all started around the first of XXXX and here it is the middle of XXXX. So fast forward to now I am going to put down a time line from XXXX 

XX/XX/XXXXXX/XX/XXXXaround XXXX talked to XXXX I believe she told me all the paper work was there but to be honest Im not really sure. But she did say that the foreclosure was put on hold. 

XX/XX/XXXX around XXXX talked to XXXX and I think she also told me all the paper work was in. She informed me that the foreclosure was on hold. I then called the attorney handling the foreclosure and she informed me that in fact the foreclosure hadnt been put on hold and that they had filed at the XXXX XXXX XXXX on XX/XX/XXXX. I called back and honestly did not put down who I talked to because I was so upset by this time I believe I hung up on them. 

XX/XX/XXXX around XXXX talked to XXXX by far she was the rudest of all the people I had talked to. She informed me that they didnt have the HUD  report or the XXXX I asked how was it all of a sudden all of the paper work wasnt in. She had no response we talked for several minutes then I asked about how a loss of mitigation and a foreclosure could be happening at the same time? She then informed me she couldnt talk to me because I wasnt an authorized person to speak to. After I informed her that I was she told me that the foreclosure was put on hold but couldnt provide me with a date. So once again I call the attorney that is handling the foreclosure and she said no it isnt put on hold. 

XX/XX/XXXX around XXXX talked to XXXX to try and get XXXX to respond to our emails to update us on what was happening and find out why everyone keeps telling me that the foreclosure has been put on hold when it has not been put on hold. She connects me with XXXX. I asked XXXX about not being able to have a loss of mitigation and a foreclosure at the same time. He informed me that I was given misinformation and that the foreclosure wouldnt be lifted until you have funds in hand. After I talk to XXXX and he assures me that all paperwork is in and that all she has to do is accept the offer. I asked him when I can expect for her to get back with her and he said I should hear back by Wednesday XX/XX/XXXX by the latest. I then asked if I could email him on that Friday if I hadnt heard back and if he would respond and he said most definitely. I emailed and no response from him. 

XX/XX/XXXXaround XXXX talked to XXXX he said everything was in just waiting on XXXX he emailed XXXX and XXXX responded to him I asked to talk to XXXX but XXXX connected. 

XX/XX/XXXX around XXXX talked to XXXX where she informed me a new appraisal has been ordered. I lost it!!!!!! She starts digging around and looking and she discovered that in fact the appraisal is still good until XX/XX/XXXX at midnight. She got higher ups involved and even called me back after hours to see if I had heard back from anyone. Im feeling really good at this point because Im thinking finally. WRONG!!!! 

XX/XX/XXXX around XXXX talked to XXXX and he basically said that a new appraisal has been ordered after I explained that the appraisal is still valid he tried to reach out to XXXX and XXXX both had left for the day. 

I will be calling back in the morning. Here is the questions XXXX XXXX was assigned this short sale on XX/XX/XXXX and she ordered the appraisal on XX/XX/XXXX she received the appraisal on XXXX what was she doing from XXXX to XX/XX/XXXX? This was the first and only contact she sent to our attorney. My attorney has even reached out to her and no response. Now here it is XX/XX/XXXX and she still hasnt sent an acceptance email to anybody. I just want to get through this sale and be done with XXXX but your company just keeps hiting me with something. I have not been able to sleep since we received the foreclosure papers form XXXX XXXX. I have been advised to file complaints which I guess at this point its the only thing left to do. Living in Louisiana we have unique laws that no other state has. I chose to believe the lawyer that your company hired and telling me that the foreclosure is in progress and we are just waiting for them to knock at my door with the papers. It is a simple procedure that you can go on XXXX XXXX website and open a rail and start a task to put the foreclosure on hold but for whatever reason you choose not to do this. I have been informed by XXXX different attorneys that I need to file a complaint with CFPB because of us having a loss of mitigation in progress. In closing I wish you would pull my file and listen to all of the phone conversations and use this as a training session as how not to handle a customer. I am enclosing my contact information not that I expect any contact from your company why start now?

Company response to consumer: Closed with explanation