Consumer complaint received 2021-08-17
Company: AMERICAN ADVISORS GROUP
State: GA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Due to my XXXX, I can not submit my account number at this time. 

I applied for a Reverse Mortgage, I submitted all the required documentation. The loan officer 's name was XXXX XXXX with the American Advisor Group. It took me a little longer to gather the information, because of previous XXXX. Finally, I submitted all the required documents. I had to keep calling to get updates, about the loan. XXXX XXXX did not follow up with me with status reports. After XXXX XXXX, did not respond I reach out to her manager XXXX XXXX at XXXX. 
I talked with XXXX twice about the loan, telling him that his employee told me one thing after making several calls, to her and was unable to contact XXXX XXXX I was told something different, for instance ; I first mention I needed XXXX. My mortgage balance was or about XXXX. I had about XXXX equity in my home. I did consent to XXXX pulling my credit report once, then a second report pulled for XXXX only because I was within the 30-day time frame without being penalized. 

After submitting my documents, I was told I could only receive XXXX. I mention that I had made some commitments and the XXXX would not work. XXXX came to my home with documents for a new application and told me my credit was fine and ask me to endorse the documents, she also mentions she would ask her Manager XXXX to wave some of the fees, and was pretty sure he would wave the fees. 

Therefore, netting me with XXXX and she asked me if it would work for me. I endorse the documents and never heard from XXXX, so I repeatedly called her to conduct a conference call with me and my daughter, and XXXX never responded back to us. On the following Saturday, I tried to reach out to XXXX XXXX and left a message for him to call me at my daughter 's home with no success. My daughter and I had some additional questions. I emailed XXXX my daughter 's phone number for her to reach out and answer some questions and XXXX never followed up. After trying to contact XXXX several times, I finally called again, and XXXX answered her phone ; she mentioned I had a problem with my credit after telling me my credit scores were fine. 

That's when I called my credit monitoring agency and found out that AAG had made 15 credit inquiries to my credit file. I email XXXX XXXX about this matter and reply by asking me if I could prove the matter and I replied yes I could prove it. I also mentioned that there was a difference in the credit scores stated my recent scores were higher than the score notification I received from AAG inquiries. 

In addition, when I first received XXXX XXXX 's packet to complete, there was a counseling booklet, where I had to pay {$100.00} for a counseling session before my application could be processed. I called the agency, reached a male counselor who took my name and ask me for XXXX XXXX 's information and my credit card for the {$100.00} and told me he would email me a form to send to XXXX, and the call was completed. The counselor never talked about the information in the booklet, but yet I was charged {$100.00}. I mentioned the matter to XXXX XXXX. 

I also asked XXXX XXXX about me qualifying for the revere mortgage, I mentioned in XXXX XXXX XXXX commercial about Reverse Mortgages, XXXX said you did not have to qualify, but yet XXXX XXXX 's company pulled 15 credit inquiries for my file. I am not sure what happened, but something is not right with XXXX XXXX and her manager XXXX XXXX. 
Am I being discriminated against because of my, age, race, and or XXXX? 

Feel free to contact me for more information. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA. XXXX XXXX H XXXX

Company response to consumer: Closed with explanation