Consumer complaint received 2015-06-24 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Application, originator, mortgage broker — 
Company: ONE REVERSE MORTGAGE, LLC
State: OH

Complaint narrative:
XX/XX/XXXX, I went online to learn about reverse mortgages. Online with XXXX XXXX, I put information in allowing someone to contact me. I had voicemail messages from XXXX XXXX so I called them after work. They do not handle reverse mortgages but they work in collaboration with OneReverseMortgage. I was transferred. XXXX XXXX answered the phone at ORM. I told XXXX that I would like to learn more about the reverse mortgage process, however, earlier in that same day ( XX/XX/XXXX ) I received a call concerning my sister going into the hospital in Georgia - XXXX. We talked for a moment and exchanged phone numbers. XXXX asked me all about our home - the address, amount owed and the current value. I told XXXX I would contact him again in a couple of days after returning from Georgia. Needless to say, XXXX blew up my cell phone over the next 24 hours. I am not sure why since I told him I would call him once my sister was doing better. Once I returned home, I emailed XXXX from work asking him to contact me. He did not. I had to email XXXX several times to get a response. Finally, he responded and told me there was confusion about making the contact on his end. Anyway, we agreed that he, I and my husband would conference call on Wednesday, the XXXX of XXXX to discuss our options with a reverse mortgage. XXXX was to call us at XXXX. We waited and no call so I left a voicemail message around XXXX. He finally called back. He apologized about our appointed time to speak. I asked him about the details of giving him our information and what he had come up with. XXXX had not worked any numbers for us and, in fact, had to ask us our home information all over again. He then went into a discouraging conversation about how the rules of reverse mortgage had changed and it might be possible that we do not qualify at this time.When was he going to disclose this? By the end of our conversation, XXXX XXXX told both my husband and me on the phone that he would " run some numbers '' and email them to me. We waited one week. Tuesday, XXXX XXXX, I emailed XXXX to ask where these numbers were that he told us a week ago that he would send to us? I never received an email response back from XXXX. I contacted XXXX XXXX that evening to express how disappointed I was with the ORM and could they send us to someone else? XXXX XXXX told us they have no control over OneReverseMortgage therefore they could not get involved in this process. They did apologize for all of the problems we were having with XXXX XXXX. Later in the evening, I had a voicemail message from XXXX stating he wanted to talk to me. I immediately tried to return his call and only got his voicemail. I left XXXX a voicemail about my discouragement concerning taking weeks to get a piece of information from him. I also told XXXX that we had spoken to someone from XXXX last year that asked us to get ahold of him XX/XX/XXXX to discuss reverse mortgages ( at the time XX/XX/XXXX we did not qualify ). I told XXXX he did n't have to contact me as we would wait until XX/XX/XXXX and work with this fellow again. To my surprise, as I went to bed last evening, there was another voicemail from XXXX stating that he told us we did not qualify on the phone conversation of XX/XX/XXXX and that he wished me " good luck '' with the fellow from XXXX since there was nothing that could be done. He never told us on XXXX/XXXX/15 we did not qualify. My husband can attest to that fact. I took this as condescension. I, too, am XXXX and it is disheartening to feel like our business is not important to ORM or XXXX XXXX. I want this to be a consumer complaint about the treatment we received from XXXX. I will not work with ORM in the future and will tell others about our experience. XXXX is certainly no professional when it comes to working with people

Company response to consumer: Closed with explanation