Consumer complaint received 2025-10-13 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Longbridge Financial, LLC
State: IL

Complaint narrative:
My name is XXXX XXXX. I am attorney-in-fact for my mother, XXXX XXXX XXXX, who XXXX XXXX XXXX XXXX and for whom I hold a valid, executed power of attorney. My mother is relocating from XXXX  to XXXX  for urgent medical care. I am managing the sale of her home at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX. 

On XX/XX/year>, XXXX XXXX issued a binding reverse mortgage payoff quote of {$270000.00}, explicitly valid through XX/XX/year>. This payoff quote was critical to my mothers relocation planning and the closing of her home. On XX/XX/year>, XXXX customer service representative at XXXX XXXX confirmed that our original payoff quote was still valid, had not changed, and would apply at closing as long as the funds were sent by XX/XX/XXXX. 

However, XXXX XXXX, the closing attorney representing the buyer, received from XXXX XXXX a new payoff statement approximately a week before XX/XX/XXXX. This statement was for XXXX XXXXXXXX {$700.00} higher than the binding quote. Despite my explicit reliance on XXXX confirmed payoff amount, and despite being in a virtual closing session on XX/XX/XXXX with a mobile notary arranged as an XXXX reasonable accommodation outlined in advance, I was presented with the inflated payoff figure. I was coerced into signing closing documents under protest and implied threat that, should I refuse, the sale of my mothers home would not proceed. This would have catastrophically disrupted her urgent medical relocation and ability to fund her continued care. 

The discrepancy in payoff amounts was not explained, and XXXX XXXX knowingly provided the inflated total to the closing attorney despite having confirmed, both in writing and verbally, that our binding quote remained in effect. 

KEY PARTIES AND CONTACT INFORMATION XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Customer Service Representative ( confirmed payoff validity on XX/XX/year> ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, Attorney ( Buyers Closing Attorney ) CHRONOLOGY & KEY FACTS XXXX XXXX XXXX XXXX XXXX XXXX XXXX issued a binding payoff quote of {$270000.00}, effective through XX/XX/year>. 
Around XX/XX/year>XXXX XXXX XXXXXXXX XXXX received an inflated payoff statement from XXXX for {$270000.00} without explanation, despite no written or contractual change. 
XX/XX/year>XXXX XXXX XXXX XXXX XXXXXXXX verbally confirmed to me that our original payoff quote was still valid and binding as long as sent by XX/XX/XXXX. XXXX minutes later, he was insisting that I agree to pay the higher amount ( because it would be easier ) and threatened that if we didnt, the closing would be affected. 
XX/XX/year> : Under XXXX accommodations, I attended a virtual closing and signed documents via mobile notary in XXXX, with XXXX XXXX present remotely. At this signing, I was presented with the inflated payoff and coerced to sign under implied threat that, if I refused, the sale and my mothers relocation would be jeopardized. 

Despite all relevant parties ( our agent, closing attorney, XXXX ) being notified of the valid payoff quote and its confirmed validity the day before, I was forced under duress to execute documents using the inflated amount. 

VIOLATIONS : Truth In Lending Act ( Regulation Z ) Wire fraud ( knowingly demanding and transmitting an incorrect payoff amount ) Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) XXXX discrimination and civil rights coercion XXXX XXXX XXXX XXXX XXXX  ( XXXX XXXX ) Consumer fraud under XXXX  and XXXX  law Complaint Narrative : On XX/XX/year>, XXXX XXXX issued a payoff quote of {$270000.00} for my mothers home, valid through XX/XX/year>. On XX/XX/year>, XXXX at XXXX verbally reaffirmed the quotes validity and made no mention of changes. Yet, the closing attorney, XXXX XXXX, had already received an inflated payoff statement for {$270000.00}, which XXXX transmitted knowingly. On XX/XX/XXXX, during an XXXX mobile notary closing in XXXX, XXXX was coerced to sign for the inflated payoff under implied threat that refusing would endanger my mothers medical relocation and home sale. All parties were aware of the binding quote. 

These actions violate Regulation Z, UDAAP, and Truth in Lending Act requirements regarding payoff accuracy, consumer rights, and protections for XXXX and elderly individuals.

Company response to consumer: Closed with explanation