Consumer complaint received 2022-02-11
Company: AMERICAN ADVISORS GROUP
State: MN
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/2021 : I started talking with a Rep from AAG reverse mortgage ( XXXX ) company. 
XX/XX/2021 : I had the mandatory XXXX  counseling. 
XX/XX/2021 : I submitted the counseling certificate to the AAG. 
XX/XX/2021 : I met with an notary signing agent to sign Application Papers, including a form " Applicant Compliance Agreement '' which stated " By acknowledging this disclosure, Applicant is not obligated to continue with the loan application or obtain a Reverse Mortgage loan. '' XX/XX/2021. AAG processed my credit card information with a charge of {$560.00} for an appraisal of my property. 
XX/XX/2021 ( Friday ) The appraisal company left a message on my phone to set up the appraisal. 
XX/XX/2021 : I emailed the rep at AAG " Because of a life changing event in my family, I am postponing all further action on the reverse mortgage until further notice. The appraiser contacted me for the first time on Friday, XX/XX/XXXX ( wrong date should read XX/XX/XXXX ) by leaving a voice message on my phone during my work hours. Seeing that nothing was scheduled I would appreciate it if the charge to my credit card ending in **** be reversed asap. When things settle down in my family, I will reconsider a XXXX and contact you. '' XX/XX/2021 : I emailed the rep again " On Monday I wrote that I would not be going forward with the XXXX because of a life changing event. Until I know what the long term effects will be, it is not advisable for me to go forward with the XXXX. I respectfully request that you reverse the appraisal charge to my credit card and close the file on my application. 
XX/XX/2021 XXXX ; XXXX XXXX : I emailed the rep again. Hi ****, This is my XXXX request to reverse {$560.00}. credit card charge for an appraisal that never happened. I don't understand how this can take over a week, when it only took a couple of days to be charged once you had the information. This charge was applied a week before your appraisal company even tried to contact me. If you can not do this please advise me who at AAG I need to contact to get this resolved. '' XX/XX/2021 XXXX : Reply from XXXX " Hello ****, I am still working on this. Unfortunately, it takes a little time, but I will reach out again today. Thanks '' XX/XX/2021 XXXX XXXX : I emailed the rep again. " Hi **** XXXX request for AAG to reverse the {$560.00}. credit card charge for an appraisal that did not happen. It has now been 2 weeks since you wrote that you were working on this. Please forward me contact information for someone that has the authority to reverse this charge. '' XX/XX/2021 XXXX XXXX  : Reply from XXXX ****, I reached out to the appraisal coordinator to have them grant you request. They then had to cancel out the file. So I will follow up with them again tomorrow and a number if possible. Thank you. '' XX/XX/2021 XXXX XXXX XXXX I sent all the above information to American Advisors Group, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX through the XXXX website. 
XX/XX/2021 I mailed a hard copy of all information to AAG attn : Accounts XXXXayable Dept. 

Have not received any email reply from rep since XXXX, XXXX, 2021. Have not received any response from AAG.

Company response to consumer: Closed with explanation