Reverse Mortgage Complaints and Your Servicing Rights

What should you do about a reverse-mortgage servicing problem?

First, identify the issue, gather records, and contact the servicer using a verified number. If it is not fixed, send a clear written notice of error or request for information to the servicer’s designated address. You can then submit a well-documented complaint to the CFPB and your state regulator.

This guide concerns servicing: what happens after a loan closes, including statements, property charges, occupancy certifications, payoff requests, and communication. It is different from a scam, where someone is deceiving or stealing from you. Read reverse mortgage scam warning signs if you suspect fraud.

**Visible disclaimer:** This information is educational and not legal advice. Federal rules can have exceptions and deadlines. A housing counselor or qualified attorney can help you decide what applies to your circumstances, especially if a sale, estate issue, due-and-payable notice, or foreclosure is involved.

Common reverse-mortgage servicing concerns

Borrowers and families may report that a servicer did not credit a tax or insurance payment, sent a notice after receiving proof of occupancy, gave incomplete payoff information, delayed estate communications, or failed to answer a time-sensitive question. A problem can be real even when the loan itself is legitimate.

The CFPB has taken enforcement action against reverse-mortgage servicers for practices including misleading repayment letters and failure to respond effectively to borrower inquiries and error notices. That does not prove your servicer has violated a rule. It does show why detailed written communication and records matter.

Do not confuse a complaint with a missed obligation

If taxes or insurance truly are unpaid, a complaint alone will not erase the debt. You may need to resolve the charge, seek an available review, or obtain independent advice. Conversely, if your proof shows the charge was paid or the loan was misclassified, you should ask the servicer to investigate and correct its records promptly.

Build a clear paper trail

Create one folder, paper or digital, for the loan. Include monthly statements, notices, insurance declarations, tax receipts, canceled checks or bank confirmations, occupancy forms, names of representatives, and notes of each call. Record the date, time, phone number, person’s name, and a short factual summary.

Focus on facts instead of accusations. “My hazard-insurance policy was renewed on June 1; the attached declaration page and payment confirmation show coverage” is more useful than “You are trying to take my house.” A calm, specific record makes it easier for the servicer, counselor, regulator, or attorney to understand the issue.

Ask the servicer to fix the problem

Start with the right contact channel

Use the telephone number on your periodic statement or the servicer’s official website. Ask whether the company has a department for reverse mortgages, property charges, estates, or loss mitigation. Request a reference number and a written summary of the status if possible.

If the answer is not sufficient, CFPB explains that a written request can provide stronger protections. Mortgage servicers may designate a special address for notices of error and requests for information. Use that address exactly; it is often printed on the statement, coupon book, or website.

What to include in a written notice

State your name, loan or account number, property address, and the specific error you believe occurred or information you need. Attach copies—not originals—of supporting documents. Include a concise timeline and the action you want, such as correction of an insurance record, an explanation of a charge, or a payoff statement.

Send the letter in a trackable way and save the complete package. CFPB says servicers generally must acknowledge a qualifying written request within five business days, excluding weekends and legal public holidays, and generally respond within 30 business days, with limited circumstances for extra time. Your facts and request type can affect the timeline.

Escalate thoughtfully

Submit a CFPB complaint

Use the CFPB complaint portal for mortgage problems if the servicer has not resolved your concern or you need a formal record. Include the most important dates, amounts, notices, and communications. The CFPB forwards complaints to companies and may route matters to another agency when appropriate.

Do not upload unnecessary sensitive material. Redact Social Security numbers, bank-account numbers, and other information that is not needed to explain the issue. Keep a copy of what you submit and any case number.

Contact state and local help

Your state mortgage or financial-services regulator may accept complaints about licensed companies or originators. Check company authorization through NMLS Consumer Access, then use the state regulator’s official website for its complaint process. Your state attorney general or consumer-protection office may also help with deceptive practices.

For a due-and-payable or foreclosure-related issue, contact a HUD-approved housing counselor and local legal aid promptly. Our foreclosure guide explains why deadlines deserve immediate attention.

Complaint checklist

• [ ] I identified the exact issue and date it began.
• [ ] I saved statements, notices, receipts, emails, and call notes.
• [ ] I used the servicer’s verified contact information.
• [ ] I asked for a reference number and written explanation.
• [ ] I sent any written request to the servicer’s designated address.
• [ ] I used copies, not original documents, and removed unnecessary sensitive data.
• [ ] I saved proof of delivery and every response.
• [ ] I contacted a counselor or attorney early if a deadline or home sale is involved.

How family members can help

An adult child, spouse, executor, or caregiver may be able to help organize documents and communicate with the servicer, but privacy and authorization rules can limit disclosures. Ask the servicer what written authorization it needs. Do not assume a family relationship alone allows full access to account details.

Family should be particularly careful after a borrower dies or leaves the home. Request written information about the loan balance, property valuation, deadlines, and available resolution paths. Keep discussions focused on the home and loan instead of relying on third parties who promise a quick outcome for a fee.

FAQs

Can I complain before foreclosure begins?

Yes. You do not need to wait. A complaint is often most useful while there is time to correct a record, document insurance coverage, request information, or understand a notice. Call the servicer first when practical, then use a written request if needed.

Does a CFPB complaint stop foreclosure?

Do not assume it does. A complaint can document a problem and seek a response, but it does not automatically pause contractual or legal deadlines. Continue responding to servicer notices and seek qualified legal or housing counseling help immediately.

Should I pay a company to file a complaint for me?

Usually, start with the free official channels. Be cautious of anyone demanding advance fees, asking you to stop talking with your servicer, or requesting a deed transfer. Those may be mortgage-relief scam signals.

Sources

• CFPB: Dispute a mortgage error or request information
• CFPB: Submit a complaint
• CFPB: Reverse-mortgage servicing enforcement action
• NMLS Consumer Access