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Complaint Details
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Initial Complaint
05/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am highly disappointed that my reverse mortgage is handled by PHH. In February I contacted PHH for a partial lien release and sent them every document requested a total of 8 times. I cannot communicate with anyone regarding this issue. I have requested to speak with someone in the department so that I can understand the delays but no one can give me a name. I keep getting emails asking for documents that were already in their hands. This is the most frustrating thing that I have ever dealt with. I send documents almost every week to every address that I am given. I was very happy with liberty but this is a nightmare.
Business response
05/23/2023
Thank you for the recent communication regarding your account in which you requested us to provide the update on the partial release since January. You stated that you have sent the documents multiple times, not able to communicate with anyone, and continue to receive emails asking for documents which has made you upset with the way the process is being handled.
Please accept our apology as we strive to provide exceptional service to our customers, and we are sorry to hear of any unsatisfactory experience you may have had with us. We sincerely apologize if you feel that these standards were not met.
We are sorry to inform you but we still do not have the correct documents. We need the Sales Contract, the Appraisal submitted is on the whole **** acres, which is not correct. It needs to be appraised on the remaining **** acres.
The Survey submitted is not signed and it lists the parcel 25A is not a stand-alone lot which is also an issue. The driveway, which was addressed previously states it is proposedwhich cannot be accepted. We cannot process the partial release without access to the improvements.
Please note, that we have already done a previous Partial Release for the tract of land that you sold to your neighbor prior to origination. So, this is another partial release of collateral.
Additionally, you would be receiving a call from ************************** to discuss about the issues pertaining to the documents.
Based on our review/research, we have determined that no error occurred.Initial Complaint
04/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was getting quotes from companies for a reverse mortgage. Liberty Reverse Mortgage has an "iron clad" guarantee. The Liberty Iron Clad Guarantee At Liberty Reverse Mortgage (Liberty) we are committed to delivering exceptional client service and value.You will receive fair and competitive pricing every time. As part of our PRICING PROMISE, if we cannot match or beat a competitors program offering, we will issue you a $100 **** GIFT CARD.1 They could not match a competitors offer and I am going with the other company. I have contacted Liberty about the guarantee. I have not received a positive response. I will attach two emails the prove they could not match the price and that I requested the **** card $100.00 ** Andie,That is a great deal and I would jump on it! Sorry to say that I cannot come anywhere near beating what is being offered there and I think you will be hard pressed to find anyone who can. Please feel free to use me as a resource during your loan process, if you have any questions that I can help with I would be more than happy to.Regards,******************* Mortgage Loan Officer ** ****,Just following up on the Iron Clad Guarantee for *********************** that we spoke of. Still have not heard anything back from you or *** about it.Thanks,******************* Mortgage *********************************** NMLS: ******* Toll Free: *********************** | Fax: ************ Email: *********************************************************** Liberty Reverse Mortgage NMLS: ******* Toll Free: *********************** | Fax: ************ Email: ***********************************************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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