Consumer complaint received 2020-08-27
Company: Peer Advisors, LLC
State: HI
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Closing on a mortgage

Complaint:
Hello, I have been trying to settle my grandfathers property with Ce-Link ( https : //www.celink.com/ ) for since the beginning of XXXX through a deed-in-lieu forclosure. My experience throughout with Ce-Link has been a complete and utter mess, leaving my family unnecessary confusion and countless hours of time over the phone. We are in the middle of XXXX with still no resolution in sight. On XX/XX/XXXX I received the payoff amount and filed the paperwork providing all of the necessary documents. I was told that I would receive confirmation upon receipt and a followup within a month or so on the next steps. I was also told that I would be updated every step of the process. This has not been the case. I received zero follow up. When calling into Ce-links customer service, I'm placed on hold for a minimum of 10 minutes and need to explain the situation over and over again. When requesting for a follow up for a supervisor or manager, the agents say they will put the request in and I NEVER receive a call back.This is incredibly frustrating. On XX/XX/2020 I was contacted by the homeowners association of the property saying that their is an outstanding balance due to collection. I called CeLink, spoke to another customer service agent, and was told it was my responsibility to pay which made no sense. After calling back a new agent told me that they would escalate it to the right department. On XXXX, I was then forwarded a letter by sent to the XXXX XXXX XXXX XXXX  for the delinquent balance and that it would be off to collections shortly if the balance was not paid. I called Celink again now with a different response, claiming that I have a UCC Lein on the account for XXXX. This was news to me as I was told previously that no leins were on the property. At that point I finally demanded that I speak with a supervisor and was connected to XXXX XXXX. She assured me that the UCC Lein will be taken care of and gave me her email address. On XX/XX/XXXX, I followed up with XXXX over email. No response. On XX/XX/XXXX, I followed up again with XXXX over email on the status of the UCC Lein and balance owed for the HOA fees. No response. On XX/XX/XXXX, XXXX responded and told me to email the deed in lieu department to take care of the balance. I emailed the deedinlieu department shortly after with NO RESPONSE. On XX/XX/XXXX, I received a response back from XXXX XXXX claiming that a letter was sent on the XX/XX/XXXX explaining the outstanding items and that I would need to RESEND the death certificates of my grandparents because they weren't on file. These documents were sent countless times back in XXXX..absolutely ridiculous. After responding back to her asking where the letter was sent to, she did not respond. After countless efforts on reaching out to Celink to get this property closed with little to no response, speaking with a handful of different customer service representatives explaining the situation from the beginning, and not speaking to a supervisor or manager EVEN ONCE throughout this process, I have resorted to filing a formal complaint through this website.

Company response to consumer: Closed with explanation