Consumer complaint received 2021-04-01
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — 
Company: AMERICAN ADVISORS GROUP (VA)

American Advisors Group XXXX XXXX XXXX XXXX. 
XXXX XXXX  Chairmans Office XXXX, CA XXXX XXXX : Loan XX/XX/XXXX Mr. XXXX XXXX, This is my 50th attempt trying to get resolution to a problem that started on XX/XX/XXXX, so I am a little out of patience and definitely entering the shock and awe point. I hope you can help. 

Last year, in late XXXX ; the City of XXXX had a computer glitch ( and a shortage of employees due to COVID ) that caused thousands of eligible people who were on their tax relief program to get mistaken bills. 

I alerted AAG immediately both by FAX and email. I got no response from either. I dont consider a BOT response on an email that says we will get back to you in 48 hours, a reasonable response. Of course the City recognized their era and once again I was in the tax relief program as I have been for a decade. And my email to AAG was unanswered. 

I sent a copy of the Citys letter to AAG by FAX and assumed since no one responded, that the matter had been handled. It wasnt. 

Your company paid the taxes AFTER getting my letter, which I am sure no one read. They slapped the tax onto my loan plus interest and immediately put my loan in default. 

There have been at least ten phone calls, where I get shuffled from department to department. Sometimes hung up on, always talking to someone who never follows up. It can eat up the better part of an day. 

On XX/XX/XXXX the City of XXXX sent the money back to AAG. But still it appears on my statement as due/ default and I get periodic threatening letters from AAG telling me that in 30 days you will call my note. I LOVE having unnecessary stress dumped into my lap during a pandemic when I am already in a high risk group. 

One of your agents in the default department, actually said this to me ; we get the info from faxes and emails but we dont answer. We just dont. Just ignore the letters we send if theyre in error. What exactly does that mean? Too busy to be bothered or we just send out what we want, deal with it? I have never heard such a disconnected attitude. He talked to me in the same manner as everyone connected to AAG does, as if I am of little consequence being a single, senior woman. I am not owed an explanation, its beyond insulting in this current climate. 

But heres the bigger issue, my house was undervalued at closing. I live in a hot neighborhood and rates are low right now, I want to get far away from AAG and look to another lender. But I cant because my loan isnt in good standing. 

I posted a review on XXXX and on XXXX. Ironically, after dealing with this for almost 5 months with no answer ; someone from AAG responded to my review in 24 hours and gave me your CARES line. That was interesting. The woman I spoke to explained a lot to me about how there is barely even a skeleton crew handling all these mortgages. She promised it would be resolved. 

It wasnt, but I did get a semi personal response from AAG that you were looking into it a few days after that call. But that was almost a month ago. 

This problem started 5 months ago ; thats beyond excessive. Please dont cite COVID as the reason ; customers dont get a COVID break, why should you? You certainly didnt give one to the City of XXXX for their error. AAG is falsely reporting my loan history and continues to do so. This is adversely impacting my life. I have more than done my due diligence in this matter. I want this loan taken out of default, the money refunded with interest and I want a letter confirming all of this has been done. If I dont see it in a timely matter or some acknowledgement that a live person is working on it, I will have to seek any legal recourse available to me. AAG has to have the worst loan servicing department ever. 

Please see supporting documentation. 

Thank you for your help, I sincerely hope someone will respond. I suspect it might be time for AAG to consider its relationship with XXXX, a company with XXXX employees!!! Theyre not helping your reputation. And why they service 90 % of all reverse mortgages is another topic. 

( And as I finish typing this, I just missed a call from the Default department. It was XXXXXX/XX/XXXX Of course its that 800 number that no one ever answers and no name on the voice mail. Its after 5, its a recording anyway. ) ABOVE LETTER SENT TO AAGs chairman, no response. Since sending it AAG has called twice to verify that I live here and two days ago sent a stranger to my door to inquire if I was the owner. THIS IS HARASSMENT AND INTIMIDATION