Consumer complaint received 2018-05-23
Company: AMERICAN ADVISORS GROUP
State: TX
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
RE : American Advisors Group XXXX XXXX ( Borrower ) XXXX XXXX XXXX XXXX XXXX, Texas XXXX LOAN # XXXX ISSUES : The Estate of XXXX XXXX has tried from XX/XX/XXXX until today XX/XX/XXXX to get a property inspector out to the premises : XXXX XXXX XXXX XXXX XXXX, Texas XXXX Request documented from XXXX XXXX ( e-mail, fax ) to : Pay Off Loan/Sale Home *HUD mandates the inspection per the Lending Contract AAG representatives loan administrators Loan officer will not give name or phone numbers to superiors in an effort to solve the ongoing situation ; A request was made for the Legal Department , Corporate Risk Manager and Corporations Registered Agent. Repeatedly for 2 years. 

AAG has both breached and deceived the contractual agreement with The Estate of XXXX XXXX. AAG failed to keep important notations, e-mails, and legal documents regarding the file # XXXX. Had the estate not sent by electronic mail/certified mail. There would be no proof of the above facts. 

XXXX XXXX was a XXXX XXXX XXXX senior, incurred a Reverse Mortgage Loan : LENDER : AAG American Advisors Group 1. Inflated Home Appraisal ( {$75000.00} XXXX ) A. Realtors Sales Evaluation XXXX {$25000.00} ( Rebuild ) B. INSURANCE CLAIM ( PROPERTY ) Claim # XXXX Filed insurance claim XX/XX/XXXX ( AAG had no knowledge of claim, until XX/XX/XXXX upon being advised that a law firm was assessing the issues. 
Can not get an adjuster to meet with the contractor ( s ) regarding damages ; XXXX estimate gravely under market. Needed total roof repair, water damage to drywalls etc.. 

DEFIENCIES : Reported XX/XX/XXXX ( AGG Appraisal XXXX ) AAG representative promised an On-site Inspection XX/XX/XXXX 1. Foundation 2. Plumbing 3. Water Damage 4. Roofing 5. Ceiling Cracks 6. Flooring Water Rot/Tiles Cracked due to Foundation 7. Smoke Damage 2. Contacted AAG in XXXX XXXX regarding the issue 3. AAG stated representative would reassess property ; XX/XX/XXXX - XX/XX/XXXX NO SHOW Repeated contacts via phone calls XXXX Police questioned and made a report # XXXX of individual repeatedly coming to door leaving a document ; Run away with no explanation. 
It was discovered a FOURTH PARTY COLLECTIONS REP. for AAG *AAG deceived XXXX XXXX in stating that they were the sole parties to the contractual lending agreement.

Informed AAG of the incidents ( Promised to stop rep. ) As of XX/XX/XXXX, a Fourth Party rep. came to the home, and ran-literally ran, when asked for the document he held. 
*Yet no ONSITE INSPECTOR as of XX/XX/XXXX Repeatedly spoke to Loan Administration ( Specialist ) requesting an onsite inspection/Payoff/Insurance issues. ( document attached e-mail ) XX/XX/XXXX XXXX. 

Received letter from AAG Law firm Warning of Foreclosure rights. 

The Estate of XXXX XXXX has been repeatedly denied the right to purchase or sell the above mentioned properties, by not providing an AAG onsite inspector to move close account. The Estate of XXXX XXXX is demanding that an immediate resolution be made and all interest incurred after the loan payoff request of XX/XX/XXXX be forgiven and the reassessing of the property. 

The property is inhabited by daughter, XXXX XXXX, who also notified AAG of physical disability through their " Reverse Mortgage " At Risk '' Certification questionnaire, XX/XX/XXXX The Estate recognizes that the longer the account is evaded the higher the payoff of the loan. 

Documents submitted to AAG Death Certificates ( 3 submissions ) Court Order ( Probated 1 submission ) Any help in this matter would be greatly appreciated. 

Sincerely, XXXX XXXX The Estate of XXXX XXXX cc : FTC/CFPB

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation