Consumer complaint received 2022-07-07
Company: Finance of America Holdings LLC
State: IN
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
We filed a complaint on the mortgage servicer because of their unethical actions and apparently that company filed bankruptcy and then the loan was transferred to two other loan servicers and neither of them were any better. These reverse mortgage loan servicers are the most unethical people. Our property taxes were not paid for the fall installment of XXXX due in XXXX which was {$210.00} & we owed a penalty of {$36.00}. Our home was not in any way going to be in a tax sale or anything like that and as a matter of fact, the assessor was late getting the tax statements out that year and in XXXX, they did not charge us any late fees because of covid. We decided when we went to the courthouse to pay our XXXX spring installment, we would pay what we owed in late taxes for fall XXXX. They were not due until XX/XX/XXXX and we went up to pay them and the loan servicer for Finance of America Reverse had already paid not only the XXXX but also the XXXX that wasn't even due yet! They then tacked that onto our loan balance and we have been paying finance charges on it ever since. They paid it on XX/XX/XXXX. They also paid a years worth of hazard insurance that we had already paid and I sent them proof that we had paid it and they sent me a letter verifying that they received proof and would refund the amount off of our balance but when the new loan servicer received our loan, the balance still reflected not only the property taxes but the hazard insurance and all of the accrued interest. This was in XXXX and the interest just kept racking up. To top it off, they sent me a letter and said it was allowed because these items had caused our loan to be in default. I wrote a letter to Finance of America Reverse and both the old and new loan servicers and it was a nightmare as usual. Neither of them claimed responsibility and tried to say they had only paid late taxes although I can include an early e-mail from their customer service dept telling me they paid XXXX taxes not due until XX/XX/XXXX and I can get that from the county if necessary. I have discussed this with the county in great detail. They have now continued to pay our taxes ahead of time and my spouse and I normally do not have the funds to pay our property taxes ahead of time but often pay them the day they are due. I do not think it is right that they pay them ahead and then charge us interest. They sent us a letter to let them know if we had problems because of covid and we definitely did. XXXX XXXX lost her job and we were both very ill with XXXX  but it had no impact on any of this. Our loan servicer has come to our home and sent people to our home asking for our ID 's. A lady called us and wanted to do an appraisal because she said she was instructed to put our home on the market and sell it. XXXX XXXX has had a XXXX XXXX and this has been extremely stressful. This is not right. We sent at least 10 e mails asking for proof of what amount we really owed with exact amounts and we could not get that. They kept saying we owed for two years of hazard insurance and we knew we did not. We knew we should not have to pay for taxes that they paid ahead of time ( at least not the interest ). They should not be doing that. We can provide proof of any of these things and we received a letter from their attorney and told them the same thing and send them proof. Why can't they send us a true bill. They are billing us service fees for these things that are not necessary and are just to inflate the bill when we offered to pay it a long time ago! We tried to pay it but they would not cooperate! We called them at least 15 times and we would get these people that would say the loan was in the process of being transferred and then they would say it was not in default and then twice they said they were having technical difficulties. I have probably 25 e-mails begging them to send me a list of what exactly I owe them because I was trying to get my tax return and wanted to pay them whatever it was when I got it but they kept saying they could not find my loan by the the loan number I was giving them and it was the loan number on my statement. I have never in my life worked with any company that had such terrible customer service and now they want to blame us and foreclose on our home over a tax payment they made early for XXXX and one year of hazard insurance. That is what this amounts to! The truth is, it is their loan servicers inept customer service and Finance of America 's lack of attention to the customer 's complaints! We have owned this home that was built by XXXX XXXX and we will not just hand it over because of less than XXXX and a company that does not want to do their job and treats senior citizens like second class citizens. They have no right to treat us the way they have treated us. When I had the money, I tried to get an reasonable bill from them but for some reason nobody could produce one and as a matter of fact, they still haven't. They are saying the amount is over XXXX that was the original amt and it was only XXXX and is still only XXXX. It seems they just are not being honest about anything and it is concerning me that they are so deceitful. Getting this reverse mortgage was the biggest mistake that we ever made! Finance of America Reverse is not honest and their loan servicers are the worst!

Company response to consumer: Closed with explanation