Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
AAG is the reverse mortgage lender for my Senior citizen father who they supposed to be helping, yet now they are s******* him. In 8/2021, my father called into AAG's Mortgage servicer Celink for information on how to payoff the loan but keep open the line of credit as his "lifeline". The agent on the phone told him that we would need to request a payoff and just leave $50 short of the quoted balance, so we took the payoff balance, and we shorted the amount $100. We requested a payoff online, yet the Celink rep I just spoke to said that payoff differs from their payoff if you call in? How can that be, both payoffs should be the same thing, as they both come from AAG. Bottom line is Celink ended up closing our AAG account and quite frankly as a servicer, they don't care in even trying to help their customers. AAG should honestly find another mortgage servicer, this is a terribly run company and will ruin their reputation as a leader in the reverse mortgage lending industry.
Business response
09/22/2021
AAG has worked in cooperation with our Loan Servicing agent to complete a thorough review of the details associated to the complainants concern. Please see the attached detailed response letter requesting an extension.Customer response
09/22/2021
this is not a resolution, it was just a notice that they are researching unless I was sent the wrong document?Business response
10/05/2021
AAG has worked in cooperation with our Loan Servicing agent to complete a thorough review of the details associated to the complainants concern. Please see the attached detailed response letter.Initial Complaint
09/15/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
This transaction started on/or about May 22, 2021, the day my husband passed. I was 100% compliant with AAG's rules and regulations, ie: I sent in all requested docs via email, fax and overnighted the death cert., written intent to sell home, husband's will, and proof it was on the market within 30 days of husband death. AAG denied receipt of all documents, therefore the probate attorney and the attorney for the title company involved with this business transaction, resent all of the above mentioned to AAG as per their direction, still they denied receipt of any documents! Fast forward to August 30,2021, the attorneys were able to submit electronic proof that AAG was in receipt of all docs! So they at AAG finally said they would send the "official" pay off balance to the title co.in 7 to 10 business days! We were not able to close to pay AAG in full without the payoff balance. The following day, 8/31/2021, AAG foreclosed on me citing I was non compliant, adding more cost! Please help!Business response
09/22/2021
AAG has worked in cooperation with our Loan Servicing Agent and is requesting additional time to research and respond to the complainants concerns. Please see attached extension request. Thank you.Customer response
09/22/2021
Please be advised that I most assuredly DO NOT accept anything less than a full refund from AAG as they ilegally foreclosed on my property less than 24 hours after they were forced and left no other alternative but to admit to receipt of ALL documents which were sent in repeatedly by myself and several others on my behalf during the process of selling my home which was left to me by my late husband, the barrower *****************************!
This was made evident as per the fact that after the attorney from the title company, ******************, owner *********************, sent in electronic proof that He and all others concerned including myself, both the buyer's and seller's real estate agents and the sellers probate attorney *****************************, sent in electronic PROOF that AAG was in fact in receipt of all DOCUMENTS requested as per AAG's per the federal government, on my behalf on August 30, 2021, upon which time the "team leader/supervisor, *******************,( sp), had no other alternative but to admit, after, almost 4 months that AAG was in fact in receipt of ALL requested documents! However within less than 24 hours of this fact, AAG foreclosed on my property. This incurred fraudulent charges, which were then deducted from my portion of the sale of my home. as a result and put into the payoff balance to AAG!
Again, I sent in repeatedly via fax, email, and/or overnighted by ****** or the ***** as they constantly denied receipt of ever having the above mentioned documents, ie: death notce, ect.
Respectfully Submitted,
********************************************, executor of my late husband's estate, *****************************
Business response
10/05/2021
AAG has worked in cooperation with our Loan Servicing agent to complete a thorough review of the details associated to the complainants concern. Please see the attached detailed response letter.Initial Complaint
08/31/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a re-finance closing on June 23, 2021; my loan ******** *********************** informed me prior that HUD requested a second appraisal and that I would not be charged! Looking at my closing statement that was not the case! **************** has been nothing but pushy and lying to me since day one and will not speak with me again. After being transferred 4 times today on the phone, ******* (no last name) from the ******************** says that a second appraisal is mandatory and that I will not get a refund! HUD didn't like the first appraisal, dated April 26, 2021 for $315,000. They requested a second appraisal dated 5/7/21 for $250,000 instead. Both appraisal were only 11 days apart! I guess if they didn't like the second appraisal HUD would request a third???? I am requesting a refund of $470 for the second appraisal!Business response
09/10/2021
Please see attached letters, AAG considers this matter closedCustomer response
09/10/2021
***** Murray | Reverse Mortgage Professional, told me that we would not have to pay for a second appraisal! You need to check our telephone conversations? I was told that this can be done! She is a big BS artist and was very pushy throughout the entire process!! Asking for extremely personal information from my sister *****, that was none of her business!!
*******************************
Business response
09/20/2021
Please see attached letter.Customer response
10/04/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
08/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to refinance a reverse mortgage with AAG since at least June, 2021 and maybe even May, 2021. I have never seen such incompetence. I have had not one but two and perhaps even three employees handling my application. I received a request date 7/30/2021 when it was actually 6/30/2021 and I faxed AAG the requested documents. On August 26, 2021 I receive an email from the second person handling my application requesting some of the same documents that I had already sent. The first request was for my most recent bank statement. I do not get bank statements just daily online updates. I did send AAG copies of all entries for May, 2021. as well as a letter explaining that I do not get statement. I just began receiving money from my mother's estate which I have invested and I receive money each month from that investment. AAG not only wants proof of the monthly income, which I will furnish, it also wants details of all of my investments which is none of its business.Business response
09/03/2021
Please see attached letter.Customer response
09/04/2021
AAG's response does not answer my question as to why title insurance went up 225% from the first good faith estimate to the second GFE. Originally AAG told me I would receive $14,025 based on an assumed value of my home at $250,000. Then AAG received the appraisal and told me the appraised value of my home was $264,000. Since the value was $14,000 above what AAG used to figure my proceeds, I asked how much more I would receive and I was told I would receive only $785.40 more. Then I received a copy of the appraisal a few days ago and my house actually appraised for $269,000. Another mistake by AAG. I was told that if my house appraised for $ one million I would not receive any more money. AAG said all of this was controlled by federal regulations. Yet AAG made a mistake early on and listed the payoff on my present reverse mortgage over $27,000 too low. I pointed out this mistake and asked if that would change the $14,025 proceeds that I had been told. Per AAG I would still receive the $14,025 even after the mistake, so federal regulations did not seem to apply. AAG tries to overcome the incompetence of its employees with massive advertising. I have furnished everything AAG has asked for but recently it has asked me for more and stated my application was "incomplete." It seems that AAG will keep asking me for more information in its efforts to deny me the refinance.
Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I purchased a home from an individual with a reverse mortgage from AAG. The contract was finalized June 7, 2021. As part of the contract, the seller was required to file an insurance claim for roof damage so the roof could be repaired. The insurance company totalled the roof and a check was mailed to the seller. Unfortunately the check was made out to the seller and the mortgage company. The seller made the check payable to me, and the title company sent it and a return ***** envelope to AAG for their signature. It took several weeks, working with the insurance company to find out what happened to the check. Rather than endorsing the check, AAG fraudulently cashed the check without my endorsement on June 16, 2021. Supervisor ******* and his boss, VP ********, admitted the wrong and said they would expedite a check, made out to the seller, back to the title company. They assured me it would be sent in the original ***** envelope. No check has been sent.Business response
08/17/2021
AAG has completed a thorough review ofthe details associated to the complainants concern. Please see the attacheddetailed response letter.Initial Complaint
08/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 28, 2021 I officially applied for a reverse mortgage with AAG. I signed paperwork and sent a money order in the amount of $625. Upfront fee for the appraisal. After getting the run around and paying an additional $125 for a phone counseling session (which I completed) I decided to cancel my loan request before the appraisal was ordered and completed.My complaint is that it has been at least four weeks since I cancelled with the loan officer I have yet to receive my $625 back. I was told by the loan officer that my money order was already in the mail. I have left numerous messages and now that I have cancelled no one has.called me back and no check has been received via the mail.I am a 71 year old Widow with a limited income. I had to borrow the $625 from a friend. I would like to pay him back someday.Your help getting my money back is appreciated!Business response
08/12/2021
Please see attached letter, money order had to be processed in order to send return funds via company check
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
66 total complaints in the last 3 years.
3 complaints closed in the last 12 months.