Consumer complaint received 2016-08-22
Product: Mortgage — Reverse mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Reverse Mortgage Solutions, Inc. (ID)

I am the successor trustee for the revocable trust of my friend, who died in XXXX, 2016. He had a reverse mortgage with One Reverse Mortgage loan number XXXX. The servicing company Reverse Mortgage Solutions has been incompetent or criminal in the handling of my request for the payoff. I sent the request letter and all the requested documentation on XXXX XXXX, 2016 via and email. I waited until the following Tuesday XXXX XXXX, 2016 to call for information. At that time they had done nothing to provide the payoff. The confirmed the receipt of my email. The rep said they need a copy of the trust. I had attached the trust docs to the email along with XXXX other docs they requested. The rep said the trust document was n't there with the rest of the docs. I find that hard to believe that they got all the other attachments but the only one they need to process the request. I looked at the email that I sent them and it had all the attachments there. I was told to resend the trust docs and call back in 24-48 hours. I then resent the trust documents again. I called back the next day and the rep said it was n't loaded into the system yet. I called back the next day and was told it was n't in the system yet. I called the next day, Friday, and demanded info on why it 's not in the system. The rep searched for it and found the email. The email had not been processed at all. She said she would send it to legal for review. I asked if she could have it expedited. I called on Monday XX/XX/XXXX. I was told it was still at legal being reviewed. I called on Tuesday XX/XX/XXXX and the rep said it was still in the legal dept. I asked if he could call legal and ask them to review the trust immediately since it would only take 5 min. He could n't do that. I asked for a supervisor. I was on the call for 45 min waiting to be transferred to speak to the supervisor. I was transferred expecting to speak to the supervisor. It went to voicemail so I left a message with my call back info. I never got a call back by the supervisor. I called back on Wednesday XX/XX/XXXX and spoke to the same rep as the day before. She advised the supervisor escalated the request whatever that means. She also said that the request was finally authorized. The request was assigned to a payoff rep. I was told to call back to check status. I asked to be transferred to the rep assigned to the payoff request. She said they do n't have a line to be transferred to at that department. I asked for a supervisor at that point. After being on the call 17 minutes I was transferred to the sup. I asked the sup to call the rep assigned the payoff. He said he already escalated the request and that 's all he could do. It was painfully obvious the sup, XXXX, had very little training on how to provide customer service. He admitted that the company had completely failed to provide excellent customer service in my request but there was nothing else he could do. He did n't even apologize for the abysmal service. I asked for the complaint dept. He said send an email to the customer service email. He said I can speak with his manager. I asked him to have the manager call me. I never received a call from a manager. 
I called back on Monday XXXX XXXX, to inquire why the payoff had not yet been sent out. I spoke to XXXX who advised that a request to send the payoff was created at XXXX. She said they had not done so because they did n't know where to send it. My request letter with all my contact info and the email and fax number for the escrow officer was received on XXXX XXXX,. They did indeed have the info on where to email it. I asked why the agent assigned to create and send out the payoff did n't call me to inquire where to send it. XXXX said they ca n't make phone calls out. 
Fraud by lying and stonewalling are what RMS is engaging in as a standar