Consumer complaint received 2019-02-15
Company: Mr. Cooper Group Inc.
State: FL
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
I am writing to try and determine where and or with what specific party I can file complaint against a Reverse Mortgage company that is acting in a unprofessional manner. I am an heir to an Estate and trying to determine the price of the home in order to purchase it. 

The Reverse Mortgage Company ( XXXX XXXX ) has been very evasive and constantly giving me varying information and I've never been able to speak to the same person twice. I've called in twenty ( 25 ) times  and it's a different person every single time. They have caused me much distress, a lot of money and time and I'm still not getting any real information that can be counted on. There end goal is to foreclose on the home and treat me like I'm illiterate and XXXX. I want the game playing to stop and I've made it perfectly clear I am a ready, willing, able buyer of the property but I am being ignored constantly no matter how much information I provide them. Documents already provided to XXXX XXXX : Death Certificate, Funeral receipt payment by me, Last Will & Testament, Real Estate Contract to sell my home, as well as signed, notarized Disclaimer forms where my brother, sister, third party waive all rights to the property. Leaving me as the sole heir interested in purchasing the home. Lastly, I've also signed and sent in XXXX XXXX short sale form and supposedly a Ms. XXXX XXXX ( short sale mgr. ) is supposed to get in touch w/ me about the process & appraisal. My family 's entire life is on hold trying to resolve this issue and it has left us feeling abandoned, adrift, and without any professional avenue to resolve the issue. 

Estate of XXXX XXXX XXXX ( birthdate : XX/XX/XXXX ) ( date of death : XX/XX/XXXX ) Home Address : XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX XXXX XXXX # you said to not include that here XXXX XXXX  Phone number : XXXX My father passed away on XX/XX/XXXX and XXXX XXXX XXXX ( reverse mortgage started w/ XXXX XXXX back in XX/XX/XXXX ) is giving me double talk and trying to run out the clock on me and I've now had ten ( 10 ) weeks of time pass without any proper answers. I've been paying all the bills on the home including Flood Insurance , Home Owners Insurance, Taxes on the home, Water, Sewage, Electric, Trash, Internet service and am living in the home to satisfy the request of the Mortgage Company that is refusing to cooperate in a professional manner. I can not get an independent HUD approved appraiser sent by XXXX XXXX after asking for two ( 2 ) months. I'd like to be able to purchase the home once a " Current Market Value " of the home is determined. The home is under water and a price needs to be negotiated in order to purchase the home. Why can't I get straight forward truthful information from XXXX XXXX? All of the reviews online about XXXX XXXX have been extremely bad and their behaviors no matter how bad have gone without oversight. That is why I'm reaching out for help ... " I'm a ready, willing, able heir & buyer being ignored ".

Company response to consumer: Closed with explanation