Consumer complaint received 2018-11-13
Company: Reverse Mortgage Solutions, Inc.
State: MT
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/2018 a hail storm damaged the properties roof, homeowner filed a claim with his insurance provider, check was written from insurance company out to homeowner and mortgage carrier. Mortgage carrier asked for the check signed by the homeowner and the homeowner complied with that request. 

Reverse Mortgage Solutions has taken money from an insurance claim back in XX/XX/XXXX and still hasn't released the funds to start the project. The contractor has submitted everything necessary to have the funds released and has jumped through all the hoops back in the beginning of XX/XX/XXXX. RMS, has said multiple times that they will have the check out in the mail within 5 business days. 

XX/XX/2018, while on the phone with a representative of RMS the contractor submitted via email the 3rd party authorization & agreement to release, XXXX, a signed contract, itemized estimate, insurance scope, contractors license, contractors insurance. 

XX/XX/2018, contractor called RMS and needed to resubmit the same info from the XXXX of the month because the info given to the contractor was incorrect ( internal claim # and email address ). 

XX/XX/2018, the contractor called RMS again to confirm that RMS received the email sent on the XXXX. The info was received by RMS and the representative said the funds were to be released in 5-7 business  days. 

XX/XX/2018, contractor called RMS to see if funds were released yet and they said a delayed occurred and it would take another 5-7 business days before the funds would get released. 

XX/XX/2018, contractor called RMS again and funds still haven't been released. Contractor asked to speak to manager, manager called back a few hours later and requested documents that were already sent in. The contractor told the manager of RMS to check the email sent in on the XXXX of the month and he would find it, manager of RMS found the documents and said the check would be in the mail in 5-7 business days. 

In the later weeks in XX/XX/XXXX the home owner and daughter called and RMS said the check would be in the mail in a few days and that they would have it in about 14 business days. 

XX/XX/2018, contractor called RMS asking for a status on the funds for the project, the funds have still not been released and that it will take another 5-7 business days before they can cut the check. The contractor then informed RMS that a new problem has developed because the company has delayed releasing the funds, a leak in a bathroom has started. 
A manager with RMS told the contractor that the home owner should file a claim with the insurance company. 
The contractor told the manager with RMS that the leak has developed because of the RMS 's negligence and that it isn't right that the homeowner should have to file another claim or pay another deductible because he did everything possible to mitigate the damage and move the project forward. In fact, the responsibility is on RMS because of the obstacles that they put in place in this process and their purposeful withholding of the projects funding.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation