Champion Mortgage Needed to borrow against reverse mortgage- still waiting for money Lansing Michigan

My mom got a reverse mortage on her home to help in case she needed extra funds for her medical condition.  Up to October 2015, no issues.  Then she got quite sick and has been hospitized and in rehab since July 2015.  She needed to borrow $8000 to pay for some repairs on her home as per her dr she is not able to come home until the repairs are made (due to mold).  I have been helping mom with bills and such during this period and currently as she is nt quite up to dealing with all this while rehabing after her second surgery.  She requested the money the beginning of October via mail- like she has done before.  As of today, 12-1-15, we have not recieved the funds.  They claim they mailed out 2 checks- neither was recieved.  She has placed calls to them as well as myself.  They say wait, its coming.  I asked if they can send out a check registered mail with tracking.  They said they don't do that.  I faxed in a canceled check today with a note- per the person I spoke with.  Supposedly the money will be deposited in my mothers account in 48 hours- one day for processing and the next deposited.  Lets just say, I'm not holding my breath.  I hired a contractor to remove all the damage but now we are stuck as we need to start putting things back together.  I rented her an apartment during this time so she has a place to call home until we get her "real" home finished.  No ability to review imformation via an online portal, like most places, lack of caring as far as customer service and sketchy business practices.  Not a place I would do business with.  It has also soured my view of Key Bank as they were the oes who hooked her up with this place.  Doesn't seem like something Key should be doing.