Consumer complaint received 2019-07-17
Company: SW Linear Investment Group, LLC
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My second lien home loan was transferred to SW Linear Investment Group , LLC from XXXX XXXX XXXX on XX/XX/XXXX. 

I requested a pay off from SW Linear Investment Group , LLC and was provided 3 different amounts within a few days of each other. I felt each time the amount provided was inaccurate and I expressed my concern to SW Linear Investment Group , LLC ; Account Number : XXXX XXXX XXXX Property Address : XXXX XXXX XXXX XXXX, TX XXXX When expressing my concern I requested a payment history for the life of my loan. 
XXXX XXXX who is a representative for SW Linear Investment Group , LLC stated in XX/XX/XXXX that my loan was behind 8 payments when my loan was transferred to them. Again, I requested to see this information in writing vs. being communicated this information. 

After receiving conflicting information from SW Linear Investment Group , LLC I expressed that the amount they stated I owed did not appear to be accurate. Then I was advised by XXXX XXXX that my loan was behind 8 payments when my loan was transferred over. However this is not accurate, I was not behind any payments. 

I actually reached out to XXXX XXXX, XXXX, and provided proof that my loan was current when my loan was transferred to SW Linear Investment Group , LLC. 
I forwarded this communication that proved I was not behind any payments to XXXX XXXX, however XXXX XXXX refused to respond to my communication. 

I continued to express that my starting balance from where SW Linear Investment Group , LLC began to service my loan was wrong, and should have been lower than what was being reported. I further expressed I was not behind when my loan was transferred. I additionally expressed that the payoff provided to me was inaccurate. 

Each request in writing via company email, fax, mail went unanswered. 
My communication has been with the following SW Linear Investment Group , LLC : XXXX XXXX Her email signature reads : XXXX  XXXX XXXX Linear Investment, LLC Linear Mortgage , LLC XXXX XXXX  XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX, that XXXX XXXX XXXX XXXX   did not provide my full file when they transferred the loan to SW Linear Investment Group , LLC ; and recorded she states, they have requested my file since XXXX from XXXX XXXX XXXX XXXX  and have yet to receive my file. So therefore they do not know if they amount of loan remaining that was transferred over to them is accurate or not. 

I expressed since they purchased my loan and my loan was transferred over to them, they were responsible for gathering this information. Once again, I demanded this information from SW Linear Investment Group , LLC since they are my new loan servicer. 

I also communicated per my records my loan should be released in full, and I demanded release with no response. 

I have not received any communication from SW Linear Investment Group LLC since XXXX. I have not received monthly statements, calls or anything. My calls go unanswered, my letters to them go unanswered. 

Finally today I was able to get through, to XXXX XXXX at 2:30 p.m. XX/XX/XXXX after initiating calling them today, I was told that they are still waiting for XXXX XXXX, XXXX to provided them information since XXXX ; and no one followed up on the information. 

I then asked XXXX XXXX, to whom was SW Linear Investment Group LLC licensed with to service my second loan. I expressed I wanted to file a complaint. 

XXXX XXXX then put me on hold for a very long time. Upon her return to the call, she communicated she did not know who the company was licensed with. She said she would have to find out, and she hung the phone up on me. She has worked for SW Linear Investment Group , LLC since at minimum XXXX, so I am not clear on how she wouldn't know who the company she works for is licensed through, and furthermore not know the process for me to take on filing a formal complaint. 

Unfortunately, the answer that has lingered on since XXXX remains unanswered, and SW Linear Investment Group LLC continues to refuse to let me know who they are licensed with to service my loan. I feel helpless, and hopeless that I am unable to resolve this alone and feel that I will be forced to pay money that I do not have to hire an attorney to resolve this matter.

Company response to consumer: Untimely response