CHIP Reverse Mortgage

My mother called and spoke with an agent and she told them that she owned her home however did not own the land (she lives in an adult living community) she was told she qualified and even received emails confirming the amount. She was told she would receive the money within 2-3 weeks. This is week 3, the agent never returned calls she said a person would call to make appointment to have house assessed, they never called. Tuesday of this week my mother was told she does not qualify as her home would be to hard to sell. I spoke with a manager and was told she did not qualify because the land is leased. They need to get their facts straight