Consumer complaint received 2017-07-24
Company: Reverse Mortgage Solutions, Inc.
State: WA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
About three years ago the mortgagee, ( RMS ) Said I was short on my flood insurance amount. By the time I checked into it, they had paid the bill. I called and asked what I would need to do, and the person on the phone said, all I need to do was to send them a request for them to pay it. I questioned over and over and asked if it was for a short fall of the insurance amount. I was assured that they received a much better rate then myself. Well. I said if that is true, then if you buy it and you send me the bill I will pay that. They said they could do that, but I would have to send a letter stating that. I complied with that a sent the letter. Everything went along fine for a time, and then they sent a bill that was for more then what I was paying. So we went around and they sent to the Collection dept. So after two months I pickup up the old flood insurance, as they said they could reinstate. That left me with two months they paid for, so I sent the check. Well after that they still sent the foreclosure letters. I would call the number provided and they said, that it was no longer a problem. Great, so more letters, then certified letters. So I called again and they said there was just a delay. In searching, I found a new carrier that was half the price. and after many emails with the company ( RMS ), found that they would accept the new flood insurance company. Thought the problem was solved, as I have an email stating that the amount I was asking for from the insurer was the correct amount. you would think that would be good until it is due next year. Not so. I received a bill from them ( RMS ) starting that I owed {$11.00}, so fired a check right off and call the new flood insurance company to have it upped to the required amount. Sent it to the Insurance department of ( RMS ) and they acknowledged as the correct amount. But before, the check arrived, which was like a day, they Sent more letters. I called the collection department again, and they said, it was a delay. Then get more certified mail, then someone stops by and said they would like to take a picture of the outside of the house, which I said was OK, as we have been able to keep it up. More letters. so sent to the Insurance department that I have been dealing with at RMS and XXXX stated that she sent a letter that all was well and apologized and said that they should stop any problems. So the next evening I get a call from a local real-estate agent, asking if she could come over and take picture of the inside of the house. That is when I asked, if the company sending here was no-other then ( RMS )? reply yes. Nest day more letters. I just called the collection department. X/XX/2017 XXXX XXXX PDT, and the person that they refer to never answers, and it is always someone else. That was XXXX, she would not give me her last name, no employee number or anything of the sorts. She said that there is nothing owing. So asked to speak to a supervisor. Did that before and had to leave a message and number. They never call back. I just want the harassment to stop. Question ; they loan amount is getting up compared to value, do you think that because we are also getting up in years that they are trying to scare us? Thanks for the help XXXX XXXX

Company response to consumer: Closed with explanation