Consumer complaint received 2024-03-01 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: AMERICAN ADVISORS GROUP
State: OH

Complaint narrative:
XX/XX/2024 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, OH XXXX Account number XXXX XXXX XXXX XXXXXXXX Re : complaint AAG XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Pl. 
XXXX XXXX, XXXX, Ok XXXX To whom it may concern ; On XX/XX/2024, my wife ; XXXX XXXX, and I entered into a Pre loan application for a refinance on our existing reverse mortgage with AAG. 
At that time, I was dealing with representative XXXX XXXX XXXX XXXX. XXXX XXXX, Ca. Office XXXX XXXX XXXX. J sent a breakdown of all of the proceeds were going to be for the first year and possibly the next. 
He said before we get started, Im going to run a SOFT CREDIT CHECK. That was not the case, either. Both of our scores took a big hit. He told us that we were going to have to go through HUD counseling and have an appraisal on the house. Just as the last time. After going over the existing payout on the loan, it was determined that we had about 55 % equity in our home. All of the literature we researched said we needed 50 %. XXXX said we had comps in the area of XXXX, I told XXXX I dont think it would appraise for XXXX I said maybe XXXX but he was fixated on with the {$800000.00} figure and I finally said well its in your ball park, Im sure you know what youre doing and your reasons. 
On XX/XX/XXXX, a XXXX and XXXX came by and notarized all of our signatures on the paperwork and sent it back to your company. On XX/XX/XXXX, an XXXX came out and did an appraisal. after this, I heard from no one other than someone with a XXXX area code, saying he needed to be paid for the appraisal. I specifically asked the XXXX, " Who do I pay? '' She didnt seem to know and said, generally, it comes out of closing, but I remembered in our first mortgage that we paid the XXXX upfront. Finally, he called again after the appraisal was done and said we owed him {$560.00}. I told him the last time he sent this via text message, he had it. showing as a timestamp. That made me leery, with all of the scams going on. So that's why I hesitated and waited for the XXXX. Finally, after getting the appraisal, ( which came up in your companys favor at XXXX ) it seemed to be short, since the tax appraisal was XXXX. On the appraisal, of which I dispute, it showed where our dining area and recreation room were listed as a sunroom. Most sunrooms do not have an independent central XXXX unit for top and bottom. The dining area has an XXXX x XXXX ridge beam with an elk chandelier hanging from it. The rest of the room is knotty pine tongue and groove and windows, the ceiling is tongue and groove with recessed lighting, ( not a typical sunroom ). As a matter of fact, when this was added onto the house, probably 15 years ago, we paid over {$60000.00} to have it constructed. 
I know most of the houses in the area. Some are newer ; but most do not especially have the view. We have the water frontage and the quality. 
So, after not hearing from anyone from your company in over XXXX weeks, I finally called, and PBX operator wanted to know how my call could be directed, and I said to anyone. They connected me with XXXX XXXX. He is the XXXX who got me where were at right now. He told me that XXXX XXXX had the loan and had specifically told him it was approved and just pending closing. Finally, XXXX XXXX contacted me on Tuesday after me calling and leaving messages multiple times. He finally called on XXXX XXXX and notified me that the loan was rejected. I said to him it wouldve been nice if someone would have let me know this XXXX or XXXX weeks ago. XXXX XXXX said he would take it to his superiors and let me know by XX/XX/XXXX. Haven't heard from him yet!! Can't get any other contact information on this office e.g., email text, etc. 
So, I feel that for our neglect, we should be reimbursed for the appraisal, the HUD counseling, time spent on gathering, tax information, receipts, etc. and other expenses. Due to the lack of respect, we were shown, especially an existing customer with XXXX XXXX XXXX. Unless this is resolved, I will be sending this to the consumer, XXXXnancial protection bureau, and the Ohio consumer, financial complaint department, Reverse mortgage lenders association and any other agencies that oversee this type of lending. 
All someone had to say is that we didnt have enough equity to do this, which I still dont understand. 
The fact of the matter is ; we were forced to pay upfront fees for something we didn't qualify for. Our Complaint is for Deceptive practices, predatory lending, excessive fees, elder abuse, etc. 
All someone had to do was tell us we weren't going to qualify. 
Instead, we paid money for something that was never going to happen And a lot of time spent on gathering information and receipts. That is my complaint!!! 

Regretfully, XXXX XXXX XXXX Smothers Sent from my XXXX

Company response to consumer: Closed with explanation