American Advisors Group

To who it may concern, American Advisors Group strives to provide consumers, as well as our borrowers with the highest level of service possible and we appreciate the opportunity to address any concerns they may haveWe have conducted a thorough review of the details associated to this concern and have found that all aspects of the origination were completed properly and in accordance with all local, state and federal requirementsIn response to the consumers concerns, AAG has responded directly in a formal letter, mailed as of today, 12/21/2017, detailing each listed concern individuallyIn addition, we have attached a copy of our response letter herein for review by the Revdex.comAgain, AAG appreciates the opportunity to address these concernsPlease feel free to contact us with any additional questions at the following: AAG CARES Department ###-###-#### WChapman Ave Orange, CA

Dear Sir/Madam,AAG has responded in writing to Ms [redacted] 's concernsWe are sorry for the misdirected mailer and are continuously striving to minimize errors of this natureWe have placed all of her information on a Do Not Contact listA response letter, a copy of which was uploaded to your site today was mailed to Ms [redacted] today for her review.Sincerely, [redacted] AAG CARES Manager [redacted] Ext [redacted] Dear Ms [redacted] ,American Advisors Group, (hereinafter AAG), is in receipt of concerns filed with the Consumer Financial Protection Bureau on June 3, We appreciate the opportunity to respond to your request.In your correspondence, you stated the following:“I continued to receive information from this company following unsubscribing from an unsolicited email returning previous letters and calling them yet they continue to send me a letter thanking me for my interest in the reverse mortgage program in this letter they also indicate that I requested free reverse mortgage information pack I can guarantee that this has never happened I do not believe in reverse mortgage I feel that businesses the back reverse mortgage is her often irresponsible and would never subscribe to any of their services including requesting any information pack it appears to me that they only contact senior citizens and by providing incorrect information "Thank you for your interest in a reverse mortgage" "you are receiving this letter because you requested are free reverse mortgage information back"I feel that this approach may put some seniors at risk for contacting them." [End].You went on to say that you would like AAG to include only accurate information in their letter to possible consumers that does not indicate that the consumer has expressed an interest in their services when they have not done so.AAG would like to apologize unreservedly for any inconvenience caused by receipt of the marketing pieceI reached out to you by phone on June 1, and you expressed your concerns about receiving a marketing mailer worded in the manner this one is.With several campaigns in progress at the same time, errors do sometimes occurWhile this is no excuse, we are working diligently to ensure that such mistakes do not happenPer your request, AAG has placed your information on the Do Not Contact listWe are grateful that you took the time to make us aware of your concerns as it assists AAG in assessing its campaigns, and increasing our level of accuracy both through our in house marketing departments and through our affiliates and partners.We hope this letter has addressed all of your concernsPlease do not hesitate to contact me if you have any questions.Sincerely, [redacted] American Advisors Group CARES Manager [redacted] Ext [redacted]

Dear Sir/Madam,I would like to apologize to the Consumer for the tardy response to his request for information on why the loan was deniedThe uploaded written response explains what transpired on the loan and the reason for the loan denial.The Consumer is welcome to re-apply for a reverse mortgage when his financial situation improves or he is able to document or verify his income.Sincerely, [redacted] CARES ManagerAmerican Advisors Group866-948-Ext [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I do realize that I signed the paper stating that I would be responsible for the cost, which at the time I signed it I was told would be an appraisal and financial counseling When all other services kept being added I would inform them (the loan holders that had already told me I had been approved) that I had no money to pay for these services When I would make this statement I was ASSURED THAT IT WOULD COME FROM MY LOAN AMOUNT With this assurance I went ahead and accepted that these services be performed When the engineer came out and inspected the basement/crawl space due to the water issue it was determined that the water was indeed from run off from the hill across the road from me We had an extremely wet spring all the way up into the summer and therefore it had no chance to dry up All of the issues that were mentioned as needing to be corrected were issues that I wanted to repair but was in need of money to do so, I made it clear to AAG upon applying for the reversed mortgage that my intention was to pay off my mortgage and make needed improvements to my property/dwelling I feel that due to the HOLDER OF THE MONEY after I was APPROVED FOR THE LOAN assuring me that I would have NO out of pocket expense and AAG apparently understanding my financial situation that I should not be held responsible for these expenses that I am receiving bills for I cannot afford to pay them and thought that REVERSED MORTGAGES were intended to help seniors that needed help, but apparently I was mistaken Regards, [redacted] ***

Dear Madam/Sir, American Advisors Group has thoroughly reviewed this loanOur findings are attached in the response letterIn addition to the written response, AAG reached out to the Consumer and explained the reason for the loan cancellation The loan was originated and cancelled within all state and federal guidelines and statutes The Consumer was advised to re-apply for a reverse mortgage when the required repairs have been completed AAG extended it sincerest apologies to the Consumer for the breakdown in communications after the loan was cancelledShe was assured that AAG policy is to always keep its Borrowers updated during loan origination and when the loan is cancelled for any reasonThe Consumer was also advised that those employees responsible for not returning her request for updates or explanation of loan cancellation would undergo ongoing customer service training to ensure this type of issue does not recur The Consumer was satisfied by the explanation givenAn identical written response to the one attached here was mailed to the Consumer todayA copy of the appraisal was attached for the Consumer's records Sincerely, [redacted] Senior Complaint Resolution Specialist American Advisors Group (866)-9488-Ext [redacted] a [redacted] @aag.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***

Dear Sir/Madam, Please see the attached written response from AAG This loan was reviewed by our Underwriting and Auditing Departments, and we found that the loan was correctly originated in compliance with HUD/FHA and all state and federal guidelinesWe are unable to refund the appraisal and HECM counseling feesPlease feel free to contact me on the phone number or email address below: Sincerely, [redacted] American Advisors Group Complaint Resolution Manager [redacted] Ext ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI have not received the death certificatesMy [redacted] Mr [redacted] 'sMrs [redacted] 'sTheDeath certificate of my wife is the original given to me by the StateMr& Mrs [redacted] s are copies that they made me buy because they said they could not grant me the loan until they received them.I figure if they needed them to grant me a loan (WHICH THEY DID NOT GRANT) then my stepsons will need them to sell the house when I die.I paid for them, they need to send them back to me Regards, [redacted]

Good Afternoon, Please accept my apologies for the tardy response to this matter A copy of the attached response letter has been mailed to the ConsumerAAG is satisfied that we originated and processed this loan in accordance with standard industry, state and federal lending guidelinesThe income and credit challenges were not too great for the loan to work, despite AAG's best efforts.Please do not hesitate to call or email me with any questionsSincerely, [redacted] American Advisors Group CARES Manager [redacted] Ext [redacted]

To Whom It May Concern,It is unclear how our response does not resolve the clients concernHe asked for his Death Certificate papers to be returned to him and we have advised him that they are being sent to him as requested.COMPLAINANTS REQUEST:"These papers are (MY WIFE'S BEATH CERTIFICATE, THE PREVIOUS OWNER'S DEATH CERTIFICATES) I had to pay for these papers and I believe that I will need these papers to sell my homeI WANT THESE PAPERS BACK." AAG's response:"True Concept Title, the participating title company, has scheduled the return of those documents to you"Respectfully, [redacted] / Complaint Resolution Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

Not satisfy, I only received 17,and they put the rest in escrows to pay homeowner insurance, I do not pay property tax, I am exempt, 100% veteran, I was told in November 2016, I could get 2,000.00, that will be all the money I will received, I made A Bad Decision with Reverse Mort-age Bad Decision! The Worse in My Life! [redacted] !

Keep up the good work

Professional and easy to work with

Dear [redacted] ***, American Advisors Group, herein AAG, is in receipt of the above referenced correspondence from the Revdex.com dated October 4, and received by AAG on our office on October 5, We appreciate the opportunity to address your concernsThe Reverse Mortgage ( HECM - Home Equity Conversion Mortgage ) is a government insured program that is regulated by HUD and insured by the FHAThe Reverse Mortgage is not funded by the governmentPrivate lenders like AAG must follow strict rules and regulations in order to lend to any applicant by qualifying the client as well as their residence under those rules and guidelinesEveryone that applies for a reverse mortgage must go through and complete a reverse mortgage counseling session with a certified third party counselorIn return for completing the counseling session, the agency will issue a certificate of completionAAG is required to have the certificate ID number and Agency ID number in order to generate the application for a reverse mortgageIt is the counselor’s responsibility to make sure the client understands the fundamental rules and regulations of the reverse mortgageIf the counselor determines the client does not or is not able to understand the reverse mortgage process then the certificate is not issued and no application is takenAAG understands the fact that each and every reverse mortgage is unique and specific to each individual clientAAG would not continue to process a loan if we became aware, for any reason it would not fundAs a lender funding loans is our businessAAG would not purposely waste employee’s ***e and effort along with the expense of processing an application for a reverse mortgage and then cancel a loan for no reasonThis is not how we became the number one reverse mortgage company in the countryAAG must adhere to the guidelines and cannot deviate from the rulesYour loan required a Life Expectancy Set Aside ( LESA )Under regulations if there are any back taxes owed they must be paid in full and brought up to dateThen funds must be taken from the reverse mortgage funds and put into a LESA to make future payments towards taxes and home owner’s insuranceAfter these funds are placed aside for the taxes and homeowner’s insurance the remaining funds left over from the reverse mortgage must be enough to pay off the current regular mortgage amountIf the remaining funds from the reverse mortgage are not enough to cover the regular mortgage the client has the opportunity to bring in their own funds to add to the reverse mortgage to make up the differenceIf the client does not have the personal funds to do this AAG cannot fund the loan and the loan is canceledYour reverse mortgage counseling was completed on March 15, the application was signed on March 21, The appraisal was scheduled on March 27, for the date of April 3, and was delivered to AAG on April 5, AAG needs all of these items to process a loanEvery option under the current guidelines was reviewed in order to get this loan processed and fundedAAG regrets that we were not able to complete a reverse mortgage for youAAG is just as disappointed with the outcome of this loanI would be happy to answer any other questions you have regarding your loan, please feel free to contact me by phone or email me directlyMy contact information is listed belowSincerely [redacted] ***CARES DepartmentAmerican Advisors GroupPhone: ###-###-#### Ext***Fax: ###-###-####Email: t***@aag.com cc Revdex.com

Dear Sir/Madam,Please see the attached written response from AAGThis loan was reviewed by our Underwriting and Auditing Departments, and we found that the loan was correctly originated in compliance with HUD/FHA and all state and federal guidelines.We are unable to refund the appraisal and HECM counseling fees.Please feel free to contact me on the phone number or email address below:Sincerely, [redacted] American Advisors GroupComplaint Resolution Manager [redacted] Ext ***

Dear [redacted] ***, American Advisors Group, herein AAG, is in receipt of the above referenced correspondence from the Revdex.com dated September 22, and received by AAG on September 25, We appreciate the opportunity to address your concerns The Reverse Mortgage ( HECM - Home Equity Conversion Mortgage ) is a government insured program that is regulated by HUD and insured by the FHAThe Reverse Mortgage is not funded by the governmentPrivate lenders like AAG must follow strict rules and regulations in order to lend to any applicant by qualifying the client as well as their residence under those guidelines Everyone that applies for a reverse mortgage must go through and complete a reverse mortgage counseling session with a certified third party counselorIn return for completing the counseling session, the agency will issue a certificate of completionAAG is required to have the certificate ID number and Agency ID number in order to generate the application for a reverse mortgageIt is the counselor’s responsibility to make sure the client understands the fundamental rules and regulations of the reverse mortgageIf the counselor determines the client does not or is not able to understand the reverse mortgage process then the certificate is not issued and no application is taken AAG takes great pride in the fact that we only do reverse mortgages and each and every reverse mortgage is unique and specific to each individual clientAAG would not continue to process a loan if we became aware, for any reason it would not fundAs a lender funding loans is our businessAAG would not purposely string along a client wasting ***e and money to then cancel a loanThis is not how we became the number one reverse mortgage company in the country The complaint s*d that you applied for a reverse mortgage in May To begin, AAG is not allowed to schedule the reverse mortgage counseling sessionThe borrower must initiate contact with the counseling agency in order to schedule a counseling sessionThis appointment scheduling is the sole responsibility of the borrower and establishes a commitment of interest to qualify for the reverse mortgageYour counseling session was not scheduled and completed until June 22, Furthermore, the application is normally scheduled within to business days from the completion of the reverse mortgage counseling sessionYour application was not scheduled and completed until a month later on July 24, A Processor’s ***e is better spent working on the loan file rather than speaking with clients on the phoneThis is why the loan officer maintains contact with the client for updates and not the processorIt just so happened that the final decision regarding your loan came the day before you called and insisted on an answerThere was no answer to give before this because all options were still being reviewed The average reverse mortgage takes about days which would put your loan near the end of September which would be on scheduleEvery option under current guidelines was reviewed in order to get this loan processed and fundedAAG regrets that we were not able to complete a reverse mortgage for youThere is no way for us to recoup the employee’s ***e and our expense for all the work that went into your loanAAG is just as disappointed with the outcome of this loan AAG would be happy to answer any other questions you have regarding your loan, please feel free to contact me by phone or email me directlyMy contact information is listed below Sincerely [redacted] *** [redacted] [redacted]

Dear Mr [redacted] , American Advisors Group (herein AAG) is in receipt of your complaint ID [redacted] filed with the Revdex.com on March 25, 2014, and received by AAG on March 31, We appreciate the opportunity to address your concerns In your correspondence,you stated that you were unhappy with the level of service provided by AAG, and requested that the loan be immediately funded AAG strives to provide our Borrowers with the highest level of service, including treating our Borrowers with the utmost respectWe apologize that your experience and that of your client did not meet this high standard to which we hold ourselves; and for any miscommunication during the loan application process On March 25, 2014,the loan fundedWe would like to take this opportunity to thank you for the assistance you provided your client during this process; and to MsHanhardt for staying the course even with the challenges this loan faced We hope this letter has addressed all of your concernsPlease feel free to contact me anytime if you have any questions Sincerely, [redacted] American Advisors Group Complaint Resolution Specialist

The people at AAG were extremely helpful in guiding me through my options for obtaining a new mortgage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do realize that I signed the paper stating that I would be responsible for the cost, which at the time I signed it I was told would be an appraisal and financial counseling When all other services kept being added I would inform them (the loan holders that had already told me I had been approved) that I had no money to pay for these services When I would make this statement I was ASSURED THAT IT WOULD COME FROM MY LOAN AMOUNT With this assurance I went ahead and accepted that these services be performed When the engineer came out and inspected the basement/crawl space due to the water issue it was determined that the water was indeed from run off from the hill across the road from me We had an extremely wet spring all the way up into the summer and therefore it had no chance to dry up All of the issues that were mentioned as needing to be corrected were issues that I wanted to repair but was in need of money to do so, I made it clear to AAG upon applying for the reversed mortgage that my intention was to pay off my mortgage and make needed improvements to my property/dwelling I feel that due to the HOLDER OF THE MONEY after I was APPROVED FOR THE LOAN assuring me that I would have NO out of pocket expense and AAG apparently understanding my financial situation that I should not be held responsible for these expenses that I am receiving bills for I cannot afford to pay them and thought that REVERSED MORTGAGES were intended to help seniors that needed help, but apparently I was mistaken Regards, [redacted] ***