Consumer complaint received 2016-07-26
Company: Reverse Mortgage Solutions, Inc.
State: VA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX/XXXX/16 my father passed away with a reverse mortgage in place with Reverse Mortgage Solutions , Inc . I have been in constant communication with them, asking them questions, asking for advice, advising them where we stand with the progress of my husband and I attempting to get a loan to payoff the loan. After at least XXXX phone calls and many letters sent by return receipt certified mail I was advised by certified mail that the house will be going up for auction on XXXX I received the letter on Sat. XXXX/XXXX/16 saying that an ad for the house will be listed in the XXXX XXXX on Mon. XXXX/XXXX/16, XXXX and XXXX. I immediately called the lawyers office of XXXX XXXX XXXX, XXXX. at XXXX and was advised by a receptionist that I had to contact RMS. I called RMS immediately after that at XXXX XXXX XXXX and talked to XXXX telling her that at NO POINT was I ever told by anyone that the time was running out and that the house would be put up for auction. I had before XXXX advised them that we were working on getting a mortgage with XXXX XXXX bank and on XXXX I requested a payofff balance from them to give to XXXX XXXX. XXXX acknowledged them receiving the request I sent on XXXX for a payoff and told me that payoff letters take XXXX14 days to process. I along with XXXX XXXX ( phone XXXX ) mortgage consultant at XXXX XXXX have emailed and requested a postponement of the sale ( as advised by XXXX ) with RMS. On XXXX I was told by XXXX with RMS that I needed to ask for a extension not a postponement. I asked her to check and see if the emails were received asking for that and she said no. While on the phone with her I told her I would forward the letters again and I would call back within a 1/2 hour to make sure she got them.XXXX advised me that the Legal Department would see if I could get an extension or postponement. I asked if I could talk to someone in the legal department and she said no that I could contact them thru the customer service email address ( XXXXXXXXXXXX ). She gave me her extension and I called her back. Of course I had to speak to someone else as she was not available and at XXXX on XXXX I spoke to XXXX and he told me their department had no way of knowing if email was received. He called someone and then told me that he checked and they had in fact received the email. On XXXX I sent by overnight mail a request for a postponement or extension on this loan as I am working with XXXX XXXX. I have closely, very closely been working with XXXX XXXX to get an approval letter sent to RMS and as with all mortgages there is delay after delay. I and or my husband have been in contact with XXXX XXXX XXXX XXXX at XXXX, XXXX XXXX in underwriting at XXXX and have left XXXX messages with no response for the head of the mortgage department at the Virginia XXXX XXXX XXXX XXXX XXXX at XXXX and XXXX. 
I have called RMS and spoken to XXXX on XXXX, XXXX in XXXX 2016, XXXX on XXXX, XXXX on XXXX, on XXXX they called me and advised them I had to go to probate before I could do anything about the house, I spoke to XXXX on XXXX, on XXXX spoke to XXXX he advised me to seek financing and then RMS would reach out to us. XXXX I spoke to XXXX asking about us financing and buying the home. I paid for a appraisel myself and faxed it to them on XXXX. I sent them a preapproval ltr from XXXX mort. and told them that while I had this I wanted to seek another mortgage company rates. On XXXX spoke to XXXX he acknowledged getting the appraisal. XXXX I asked for the payoff amount and then XXXX received the letter telling us about the house going up for auction that letter was dated XXXX/XXXX/16. As you can see I have been in contact with RMS very regularly and NEVER had I been advised of this coming.

Company response to consumer: Closed with explanation