My elderly parents home burned down. We did everything required to pay off the loan with the partial insurance money collected. Every time I called to check status, I was told something different. I had to be on top of this the entire time. They needed a letter from my parents stating insurance money was to payoff loan and not to rebuild. They already had this letter, but it was never uploaded to file. Payoff department stated I sent all paperwork to wrong department. All paperwork was sent exactly to where they told me to send it which was the Loss Draft Department. After hours and hours of phone time to resolve their issues for them, we finally got the loan paid off. Now we need a lien release to get the rest of the insurance money released. They said they sent it. Lien Release never came. I asked them to email a copy to me. After 2 1/2 weeks I called to ask why I have never received release. They stated a paper copy was mailed to me and also emailed. After further investigations with customer service, we found out that the lien release was sent to the wrong email. I requested for them to please email to correct email and mail again. Now it gets even worse. The document department can't find the documents. 3 months now and still no resolution. They are holding up over $300k of insurance money which the insurance company can't release without lien release from Reverse Mortgage Funding. I called the county records office and found the recording of lien release which had just been recorded. I had to order documents from the county recorder's office. Do Not Use this company. All they do is tell you what you want to hear and issues NEVER get resolved. They do not work as a team as one department has no clue what the other department is doing. It is just lie after lie. How they even function as a business is beyond belief. User's recommendation: Find Different Company.