Consumer complaint received 2021-03-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: A1 Holding Group LLC
State: MO

Complaint narrative:
In or about the middle of XX/XX/XXXX, the Agent of A1 Mortgage and I agreed to refinance the loan to lower the payment with a lower interest rate to reduce my monthly budget. He requested updated information from me, and he took care of the process. When the issue with lien imposed by the IRS on my title came up, the only way to fix the problem was to do a cash-out, add the lien to the principal 's amount, and proceed with the refinancing of the new amount. 

I recall XX/XX/XXXX ; the Agent came to my workplace to sign the paperwork. I trusted him to comply with our agreement, and I just signed the papers. 

It was not until XXXX or XX/XX/XXXX when an Agent from XXXX XXXX  called me to see if I was interested in refinancing the loan with a lower interest rate and the same number of months left to pay and not go back to 30 years. It sounded good, and I gave him my consent to proceed. A couple of weeks later, the title company, I do not recall the name, told me about the lien on the title and That without it cleared, they can not give XXXX XXXX  clearance to proceed. 

I call A1 Mortgage, asking for the Agent to explain to me what was going on. The Agent was no longer with the company, and the business has new owners. Then, I asked for a copy of my loan agreement since I did not get one to begin with, and they send me one right away. After looking at the document and doing research on loan procedures and so on, I determined that the loan refinancing in XXXX must-have never been processed without paying the IRS the amount or come up with a payment plan approved by them. 

Then reading the loan agreement, I was able to find out the name of the Settlement Agent and the name of the person involved in the process. I called the number in the document, and a manager for XXXX XXXX XXXX, XXXX told me that she was no longer employed there either. 

Stress and frustration started to get to me, and I started researching for an organization, lawyers, or anybody that can help me. Lawyers had me write a brief explanation on their portal so they can call me, but they never did. Then I ran into an article on the internet by XXXX XXXX dated XX/XX/XXXX, where she explains all the process of refinancing a mortgage loan with a lien on the title and how can fix them. I got excited, and I call XXXX XXXX  to ask them if they can do a Cash-Out Refinancing and include the IRS debt since I have enough equity to cover the amount, and they told me that the XXXX XXXX  does not do Cash-Out. I told them that I am trying to develop a solution that will benefit them and me since they are the portfolio owners, and I ran into an opposing brick wall. 

I report the issues to the Office of the Attorney General of Missouri in XX/XX/XXXX. Since then, letters from A1 Mortgage, the XXXX XXXX, and I have been back and forward are getting us nowhere. 

A1 Mortgage and the XXXX XXXX do not want to accept that they did not follow established procedures, norms, and regulations when refinancing my loan in XXXX. There is no way they processed it without overlooking the tax lien. 

Now the interest is so low I am losing time and money because I can not refinance my mortgage. XXXX XXXX  did nothing but help my family and me by not collecting on the loan. They are very understanding of the situation due to the pandemic we are facing. 

I sent a letter to the Consumer Division of the Attorney General of Missouri asking for an answer to my question : " How A1 Mortgage refinanced my loan in XXXX, having a tax lien on my title since XXXX? ". 
I have yet to have an answer nor a solution to my problem. In the mid-time, I am losing the opportunity to refinance it to a lower rate. XXXX XXXX  passionately is waiting to have this issue resolved to continue with the payments. 

I am not asking for millions of dollars. I want them to fix it at no cost to my family and me.

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