Consumer complaint received 2016-05-02
Company: Reverse Mortgage Solutions, Inc.
State: NV
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We purchased our home XXXX XXXX with a reverse mortgage originated by XXXX XXXX and transferred to Reverse mortgage Solutions ( RMS ). On XXXX XXXX, XXXX we received a notice from RMS that we owed {$1100.00} for delinquent taxes and insurance. I called customer service for an explanation and was told {$790.00} was for insurance they paid due to a lapse of coverage of my homeowners insurance and {$390.00} was for unpaid property taxes.Regarding the insurance charge : We have a Homeowners Association that covers the property and the policy at time of closing was a 3 year policy that did not terminate until XX/XX/XXXX. I referred her to my HOA and they faxed a copy of the policy to RMS. I was forced to do this on 3 separate occasions over a 2 year period and each time I was reassured by an RMS representative that it " would be taken care of ''. It never was. 
Regarding the claim for unpaid taxes : During the same 2 year period when I attempted to solve the insurance issue I asked for the date the supposed tax payment was not made and was told " sometime during the tax year of XXXX. I have cancelled checks verifying all taxes paid om time from XXXX thru XXXX, therefore there could not have been a " missing '' tax payment for that period. 
After each of these sessions with an RMS rep I would receive a monthly statement showing no delinquent charges which led me to believe that finally we had cured the issues. Not so. 
XXXX XXXX we were placed in foreclosure by RMS. Realizing working with a customer service rep was not accomplishing any results I contacted the department head and was told he would start and investigation. As a result of their investigation, RMS agreed the {$790.00} insurance charge was not valid and credited the charge to my loan balance. His research into the tax issue discovered that the mortgage originator, XXXX XXXX when preparing the closing documents included XXXX, XXXX and XXXX quarter taxes but did not compensate for the XXXX quarter taxes. 
Not sure why with all of my dealings with RMS.s reps over a 2 year period no one was able to provide me with this information, however after being provided with the proper accounting breakdown I realized how the mistake occurred and the claim was legitimate. I forwarded a cashiers check and assumed that the 2 year ordeal of stress and frustration was finally over ... not so. Two days after RMS received my cashiers check, they filed a " notice of default '' against our property!! 
Initially, I felt we were just dealing with an inept dysfunctional organization, however it appears this is a deliberate company strategy to rip-off innocent people and acquire their property. My wife and I are both honest responsible people in our XXXX 's with in excess of {$100000.00} in equity in our home. At no time during this process we were not willing or unable to pay the disputed amounts, however we knew without a doubt the insurance charge was not valid so why were we to accept the claim for the taxes when we were never provided any type of accounting that this was owed by us. Furthermore, we received monthly statements from RMS and these items never once appeared anywhere on the breakdown even though there were specific line items addressing both of these items, they also showed XXXX balance owed. For us having to deal with the constant intimidation and coercion from this company may not be illegal but is unquestionably unconscionable and they need to be stopped somehow from their deceitful practices.

Company response to consumer: Closed with explanation