Consumer complaint received 2021-12-09
Company: RAYMOND JAMES BANK
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My mother died on XX/XX/XXXX. I was her power of attorney before she died, and I am now the executor of her estate. On XX/XX/XXXX I contacted Raymond James by phone ( XXXX ) to be named the successor on my dead mother 's loan, so I could be told the payoff amount. My sister and I have arranged for a different loan from XXXX XXXX XXXXXXXX XXXX to pay off the mortgage with Raymond James, but we can not close on this new loan because Raymond James refuses to provide the payoff amount until I am named the successor. I was told on XX/XX/XXXX, that once I provide the necessary documentation to be named successor, it would take approximately 5 business days to process. On XX/XX/XXXX, I emailed the address they provided ( XXXX ) attachments of copies of : my Ohio drivers license, my mother 's death certificate, her trust document naming me as executor, her last will and testament naming me as the executor of the estate, the recorded property deed with my and my sister 's names on it as joint owners. I received no confirmation that they received the documents, so I called back on XX/XX/XXXX, and was told that they did not receive my documents and to try a different email address. I re-sent the documents to the new email provided ( XXXX ) and mentioned in the email that I needed the payout information as soon as possible, so my sister could close on her conditionally-approved loan with XXXX XXXX  XXXX XXXX XXXX At the very latest, I needed it by XX/XX/XXXX, our scheduled closing date. I called XXXX XXXX ' special loans department to check on the progress on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. At one representative 's suggestion, I re-emailed the two email addresses listed above on XX/XX/XXXX with the subject heading : " URGENT '' followed by my XXXX XXXX loan number asking that they process my successor request and provide me with the payoff amount. I asked to speak with supervisors, but was told several different times that this wasn't possible, but a supervisor would call me back in 24-48 hours. No one ever called me back. Along the way, different customer representatives told me that had NOT received the correct documents when others admitted they had received them. I was told they still needed to do a credit check but that should take no time at all and my credit rating is exemplary. Then I was told today once again that they did not receive all of the necessary documents and that a letter had been written to me by them on XX/XX/XXXX saying they were still missing the recorded property deed. When I reiterated that I had sent that by email attachment in the very beginning, they said, " Well things must have gotten crossed in the mail ''! XXXX XXXX XXXX XXXX has agreed to extend the conditions of our loan for one more week before we have to start paying {$21.00} per day to postpone closing. This has been a huge aggravation and waste of my time trying to sort this out with no responsiveness from Raymond James whatsoever. I should also mention, neither my dead mother nor I ever chose to work with Raymond James. They bought our mortgage from XXXX who bought it from XXXX. I highly recommend that you remove any business you have with Raymond James and take it to a different mortgage company. ( IF you can get your payoff amount from them! )

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief