Consumer complaint received 2018-02-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
We applied for an XXXX loan in XX/XX/XXXXand the lender found a lien on a house we own in GA for a XXXX that is recorded in XXXX as paid in full in XX/XX/XXXX. We have never seen or heard of this lien ( never got any bill, notice, paperwork, phone call, or email ; nor has it ever shown up on our credit reports. The original XXXX was with XXXX ; Capital One became the servicer ; and XXXX  XXXX XXXX was designated as subservicer ( We are filing a separate complaint against XXXX ). Neither mortgage company will take responsibility for getting the lien released. Since we first contacted CapOne and XXXX on XX/XX/XXXX, we have been given the full run-around. At first each was saying it was the other 's responsibility, then both were claiming they had each given permission for the lien to be released, then XXXX said they just wouldn't help. 
XXXX, our contact at Capital One, only communicates via email, which has typically been useless, unhelpful, and devoid of any responsibility. XXXX, our contact at XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX, can only be reached by email or voice mail, he will never answer the phone and will never communicate via email, and we just have to hope that he decides to call us back and that we are available at the exact moment he calls. The rest of the people in the various other XXXX departments can not be reached after initial contact is made, they can't/wo n't communicate with each other, and they won't communicate at all via email. Since our initial contact, we have made 30 phone calls totaling over 300 minutes and sent email after email. On XX/XX/XXXX, after three months of phone calls and emails that led nowhere, XXXX XXXX gave us a new number to call. 
Since that date, we have spoken with XXXX in the XXXX department, who said they do not have our account ; XXXX in mortgage collections who also did not have our account but submitted to customer service on our behalf a request to release the lien ; XXXX in customer service, who processed a change of address for our contact info ; XXXX in customer service, who said they have no record of the lien release request submitted by XXXX ; XXXX in mortgage collections who tried to send us any and every other department ; XXXX XXXX, XXXX and XXXX 's supervisor, who when we refused to be transferred to another department that had already told us repeatedly that they couldn't help said she had no way to contact XXXX by phone or by email and had no way to find out anything about the request submitted by XXXX XXXX what exactly does this supervisor do, we wondered ) XXXX 's supervisor, for whom we left a voice mail begging for help resolving this mess and who never bothered to respond ; and finally, the last straw for us, somebody in customer service who simply hung up on my wife. 
The end result has been anger, frustration, mental and financial harm for my wife, myself, and our business. At the end of this month, it will also harm our employees and our customers as we won't be able to make payroll or complete orders because our XXXX loan is not fully funded as a direct result of the lack of integrity and willful neglect displayed by these mortgage institutions. The attached files substantiate this complaint. We sincerely hope that you can resolve this for us so we may avoid further financial and personal duress. Thank you.

Company response to consumer: Closed with explanation