Consumer complaint received 2018-09-14
Company: Finance of America Holdings LLC
State: CA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/18 -From XXXX I called XXXX-the number on the Account statements. We tried calling over ten times and the number was " non working '' and " all circuits busy. '' -did a XXXX search and found another phone number ( XXXX XXXX ) for an employee of XXXX, XXXX XXXX. Left message for him @ XXXX-He never called back -I searched the borrower copy and found that Finance of America was the lender. I called their number ( XXXX XXXX ) -I spoke with XXXX asking how to pay the loan and for balance info and why XXXX wasn't available. She said that XXXX is their subservice and they she " didn't know '' the phones were down and " hadn't heard anything ''. She then went on to say that XXXX is supposed to " notify '' them when this happens. Stating that this does happen regularily. I asked for a manager. She told me speak with XXXX XXXX and have him call me. 
-She called me back saying that my name wasn't on the account so I needed to prove I was the beneficiary named in the Trust. I said I had the trust and would provide it. She told me to email XXXX. She said they'd be in touch 24-48 hours. 
XX/XX/18 I hadn't heard back from XXXX so I called and spoke with XXXX. Their number was working now. He said they have 72 hours to respond and I told him Finance of America said 48 hours and he said he didn't know why they said that. He said he couldn't see my name on the account. I pushed it further and he said that it " may not have been filed, '' but " I see your name listed as a contact, '' " but not on the account. '' This was why no one would help me the first day. He then found the email I sent with the Trust and he said he " received trust and noted it '' in the account file. He said he sent it to his supervisor " XXXX. '' XXXX aslso said once my name is on the account I could pay it off. He said closing cost would be a " few hundred dollars, '' and the " possible recording fee '' would be " no more than a few dollars. '' He said someone would contact me by MONDAY XX/XX/18. No one called. ( I was also then asked to email XXXX with the account number, name of borrower and state in writing that I wanted to payoff by check. Which I did. I have copied myself on all emails as well. 
XXXX called XXXX back I asked for a manager. The woman refused to transfer me to a manager multiple times by deflecting. She said they were not informed that my Father died and that they needed the death certificate. ( I informed Finance of America on XX/XX/18 of his passing and they didn't make note of it ). She then said they had 5-7 business days to replay. After over 20 minutes of arguing with this woman, and being put on hold about 2 times, she said she'd transfer me to a manager in the " loan officer '' department where a supervisor would help. I waited on hold for over 30 minutes. ( i have supporting screens shots from my cell phone to prove ) A woman named XXXX answered. She was not a manager as I asked for and was promised. She then said they needed the death certificate, a signed letter of intent and proof of intent. She said they would " mail '' me the form for signed letter of intent and I protested that I wanted an email as " snail mail '' takes too long. I protested more and she then told me I only had to send an email with one sentence saying I intended on paying by check. She then said I needed to prove I had the money and provide them with a bank statement. She then said they were going to charge me for " mandatory HUD '' inspections but they would issue a refund if I paid off before the inspections were completed. I then needed to send another email to XXXX. I sent all three required documents. I emailed XXXX via their customer service form online asking for official documents of the process to payoff a loan. I wanted it in writing. 
XX/XX/18. @ XXXX I called Finance of America again and asked for XXXX XXXX . I was transferred and left a message. He never called back. 

Neither Finance of America or XXXX will let me pay it off, they keep diverting me and saying I didn't provide all the necessary information. The woman on XX/XX/18 told me it " wasn't their job '' to contact us if we haven't provided all of the information necessary to close an account. They are delaying this for gains in interest money. 
-

Company response to consumer: Closed with explanation