I filed a request by fax for a payoff statement on my Mother's reverse mortgage on June 14, n 2021(FHA Case #[protected]). Along with my cover letter I included the death notice, my probate court appointment as co-executor and the HECM Payoff Request Form. My cover letter contained my full contact info and a request for Novad to contact me if they needed additional infomation. After six business days, I hadn't received the payoff statement, so I called Novad. At that time I was given the impression that the payoff statement was completed and I asked that it be emailed to me. I called Novad again on Friday June 25th when I still hadn't received the email. The personAfter on the phone told me it was sent June 22cd. I never got the email. After requesting to speak to a supervisor 3-4 times they finally connected me to "Majorie." She took my complaint and said it would be escalted to HUD. I asked for someone to contact me to let me know what was happening. I expected to hear from Novad/Hud today(June 28th) and never did. They are telling me somone will contact me within another 5 (!) days. Meanwhile, I am getting calls from the buyer and my 11 siblings wanting to know the stauts of the sale. Finally, I want to say that every time I call Novad, there is at least a 45 minute wait to talk with someone. The people I've spoken with were generally polite, but not at all helpful. They said they did not have access to the information and really just took my complaint. They couldn't give me any infomation on the status of the payoff request. These people appeared to have scripts they insisted on going through and it was very difficult to get a word in edgewise with many of them. I'm seventy years old and have dealt with many bureaucracies over the years, but Novad is absolutely the worst, most frustrating agency I ever had to deal with. The have a number to call for Customer Service, but they have no Customer Service. Steve Fox 20 Thayer Ave Narragansett, RI 02882 [protected]