Consumer complaint received 2017-11-28
Company: Reverse Mortgage Solutions, Inc.
State: TX
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is XXXX XXXX, I am the XXXX of XXXX XXXX. My husband did a reverse mortgage on this property in XX/XX/XXXX, at the time I was not XXXX years old and therefore was not able to be on the loan.I was told by the mortgage company at the time that because we were married and in case of him XXXX XXXX I would be a non borrowing spouse and did not have to do anything other than let them know I would continue to live in the home. My husband XXXX XXXX on XX/XX/XXXX and he left the house to me. It is my primary home. The original HECM was done with XXXX XXXX. This year XXXX sold the loan to XXXX XXXX. When my husband XXXX XXXX, I submitted the XXXX certificate to XXXX XXXX and I assumed that when they sold the loan to XXXX they would have included the XXXX certificate in the loan package. 

Around XX/XX/XXXX or XX/XX/XXXX XXXX XXXX sent a person to see if someone was living in the home, I told that person that I was living in the home and that it was my intention to continue living in the house. He told me he would make a note and submit it with his report. 

When I got the notice that XXXX XXXX was my new lender on XX/XX/XXXX I faxed over all the documentation they requested which included my drivers license, XXXX certificate for my husband, copy of the will and a letter stating that I intended to continue living in the home. I faxed over that same package of documents several times because when I would follow up they would tell me they did not have anything, I asked them if there was a faster more secure way of getting those documents to them and they said for me to email them. During these conversations I was never told that I had a 120 day time frame to submit the documents, they just kept telling me to resend them. 

On XX/XX/XXXX I received a letter from XXXX XXXX addressed to my husband requesting that he sign the certificate of occupancy, I filled it out with my name and submitted all the supporting documentation along with the certificate of occupancy again. 

On XX/XX/XXXX I received a letter from XXXX XXXX addressed to the estate of XXXX XXXX. The letter was a Home Equity Conversion Mortgage Due and Payable Notice. It asked that I submit the same information all over again including XXXX certificate which I did again. 

On XX/XX/XXXX I finally received a letter addressed to me, this letter was a Notice of Non-election pursuant to mortgagee letter XX/XX/XXXX. This notice was the first time I had seen or heard of the 120 days after XXXX due date. When I called to find out why the time frame had already expired they told me the final due date was XX/XX/XXXX. I received this letter on XX/XX/XXXX. They said there was nothing they could do and that I had to sell the property or find alternative financing to payoff the debt because the loan was in active foreclosure. I have contacted them several times to let them know I had sent the required paperwork many many times prior to the XX/XX/XXXX due date but they said there was nothing they could do since the loan was referred to a lawyer and as of XX/XX/XXXX it has an active sale date of XX/XX/XXXX. With the holidays and the short notice it has become very stressful because I ca n't find alternative financing and with my social security income it is difficult to find a place I can afford to live in. I am attaching all the supporting documentation along with dates and notes from conversations with XXXX mortgage. 

I would greatly appreciate any assistance in this matter. Thank you for your time and I look forward to hearing from you. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation