Consumer complaint received 2025-09-06 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: MUTUAL OF OMAHA MORTGAGE, LLC
State: FL

Complaint narrative:
Drawdown check for Flood Settlement significantly overdue,.

To minimize risk to the lien holder FEMA has mandated that the flood insurance settlement check for the structure to be written to the homeowner and lien holder. What this policy has caused is all risk it transferred to the homeowner, since there is no penalty to the lien holder for developing policies that slow walk settlement draw. There is no avenue for the homeowner to escalate. This FEMA policy should not stand. 

I continue to have issues receiving draws against my flood insurance settlement that Mutual of Omaha is holding. This is a continuing issue, which I have raised before, without satisfactory resolution. Every time I have complained to Customer Service that their process doesn't make sense they have explained it to me. I have had it explained to me at least 10 times, once by letter. When a portion of work is complete I am to call Customer Service to schedule an inspection. The inspector has XXXX to XXXX business days to contact me to schedule the inspection. We have to coordinate a inspection date, based on their availability and my availability. ( This portion is usually left out in the explanation. ) With thousands of homes in this area affected by flooding, inspector 's schedules have very little availability and flexibility. After the inspection, the inspector has XXXX to XXXX business days, to upload the inspection. The inspector assigns a percentage completed, which can be overridden by his manager, and can be further overidden by Mutual of Omaha. Mutual of Omaha has XXXX to XXXX business days to release a check. Mutual of Omaha anticipates XXXX to 10 days for me to receive the check via mail, unless I provide a prepaid expedited mail by XXXX, XXXX or XXXX. If you add up these durations it can take XXXX business days to receive the check. This is what doesn't make sense. They expect a small business to complete a job and wait XXXX weeks for me to pay them ( XXXX weeks if I pay for expedited mailing ). 

I have called Mutual of Omaha XXXX Mortgage customer service 9 times between XX/XX/year> and XX/XX/year> scheduling 3 property inspections or following up on inspections that were already completed to determine the status of release of flood insurance settlement funds. After the first inspection for interior painting was completed and submitted to Mutual of Omaha I followed up with customer service was told that my percentage completed was 68 % completed and that a {$25000.00} check was cut and in XXXX. I scheduled an additional inspection for tiling. When I didn't receive a check for the first inspection I followed up again with customer service and was told that the check for {$25000.00} was canceled for an unknown reason and my percentage completed was now 90 %. After 2 months of follow up I have received no insurance draw. The last draw I received was at 38 % completed. In this time period I had a bill from the contractor for {$56000.00}. I had to borrow {$14000.00} to have earnest money to pay the contractor. I have followed up multiple times with Mutualof Omaha, see dates below. I have asked for the issue to be escalated to a manager. For some reason the people in the processing department are always in meetings. When I escalate to a manager I am told that they are not available and promises to have a manager call me have been a rouse. ( Apparently managers in the processing department do not have voice mail. ) No manager has ever called. I have never made it pass Customer Service. I have no way to escalate to someone in this company to resolve this issue, to release the flood settlement money for an insurance that I am paying for. 

At this point I want the entire settlement money returned to me now, so that the contractor is paid and I am not going deeper in debt. 

Calls to Mutual of Omaha XXXX Mortgage Customer service over the last 2 months ; XX/XX/year> XX/XX/year> XX/XX/year> XXXX/XXXX/XXXX  XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year>

Company response to consumer: Closed with explanation