Consumer complaint received 2026-05-05 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Longbridge Financial, LLC
State: AZ

Complaint narrative:
I am filing this complaint as the Personal Representative for the Estate of XXXX XXXX XXXX regarding a HECM reverse mortgage serviced by Longbridge Financial , LLC. This is my third complaint because the issues raised in my prior complaints remain unresolved, and Longbridge has not responded to my followup communication. My prior complaint IDs are : XXXX XXXX Longbridge uploaded a written response dated XX/XX/2025. Their response restated general servicing policies but did not address the specific issues I raised, including : Failure to properly communicate with the estate and Personal Representative Missing or inconsistent notice history Returned mail and address discrepancies Foreclosure threats while probate was open Failure to provide requested documentation In addition, Longbridge failed to list me, the courtappointed Personal Representative, on the mandatory Oregon foreclosure mediation documents. Because of this error, the mediation office informed me that I was not allowed to participate in the mediation, even though Longbridge had already been provided with Letters Testamentary and multiple notices of my role. I received the mediation packet only after the deadline had passed, and the mediation was closed without my participation. This prevented the estate from exercising its legal right to foreclosure avoidance mediation and directly contributed to the escalation of the foreclosure process. After receiving Longbridges written response, I followed the CFPB process. I submitted feedback through the portal and emailed the contact information provided in their letter ( Reverse Mortgage Servicing Department / Borrower Care ). Despite this, I did not receive any substantive response. The only communication I received was a generic Borrower Care autoreply directing me to call a general servicing number. No one addressed my followup questions or provided the documents I requested. My concerns now are : Longbridges written response did not address the issues raised in my prior complaints. Longbridge has not responded to my followup email, despite providing that email address as the point of contact. Longbridge continues to deny any errors without addressing the documented facts, the estate timeline, or the mediation failure. I am requesting that the CFPB require Longbridge to : Provide a complete written response addressing the issues raised in my prior complaints and rebuttal. Provide copies of all notices and correspondence they claim were sent, including the Mortgage Due and Payable Letter and any foreclosurerelated documents. Explain why the Personal Representative was excluded from the Oregon foreclosure mediation process. Review whether Longbridges handling of this HECM loan complies with HUD servicing guidelines and applicable law, given the estate status, communication failures, and mediation issues. I have made goodfaith efforts to resolve this directly with Longbridge and through the CFPB process. The issues remain unresolved, and I am requesting regulatory review.

Company response to consumer: Closed with explanation