Consumer complaint received 2015-08-22
Company: MORGAN STANLEY & CO. LLC
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Morgan Stanley Home Loan ( MSHL ). 
On XX/XX/XXXX, we received a XXXX on the house that we live right now from MSHL in the amount of {$200000.00}. Of course this was a line of credit for that amount. We used this loan throughout the years of XX/XX/XXXX to XX/XX/2010 when this loan matured. ( It was a ten year line of credit loan. ) After XX/XX/XXXX, we continued making payment and started talking to MSHL about our options. Meanwhile we continued making our payment during those couple of years past the maturity of the loan. In XX/XX/XXXX MSHL sent us a refinancing loan package to refinance this loan. After reviewing the loan package, we realized that the loan amount is much higher than what we were expecting the loan balance to be. So we told them that we are not interested to refinance and we would like to pay off this loan. We sent them a qualified letter and requesting that they give us a complete loan history. This was in preparation to payoff this loan. MSHL as soon as receiving our certified letter they transferred the loan to XXXX XXXX XXXX XXXX. ( A collection company ). Ever since we are asking XXXX and MSHL for a complete loan history, they are not giving us the complete loan history. And we have not heard back from MSHL any more. We would like to demand MSHL to give us a complete loan history so we can pay off the correct loan amount. Secondly, if they can not give us a complete loan history, we are willing and already have fund to pay this loan. But we should not pay the interest that they are demanding us to pay for the past three years. We have gathered funds and kept it in a saving account for the past three years and collecting almost no interest, and the current collection company for MSHL, XXXX is demanding from us to pay the interest for the past three years. I believe that MSHL can not produce the complete accounting of our loan. Secondly we have learn through news and received a small check from a class action law suite against them that they have mis managed people 's fund and loan documents. So we believe we deserve to have a complete accounting of this loan before paying it. 
Also I have to emphasize that we have always kept the payment of this loan current. They refused to accept our payment, right after we requested the accounting of the loan. We have documentation to support all our statements above. We also received correspondences from this other company XXXX which is also related to MSHL company. Also I have to inform you that we did file a separate complaint against XXXX XXXX servicing company. XXXX is the company that has the note at this point. The XXXX XXXX XXXX claims that they are a debt collection company. The case number with CFPB for the XXXX is XXXX. The XXXX did respond to that complaint. They claim that they are giving us all the information that they have. Of course it does not go back to the date of origination of the loan. So not only their response to that complaint is not satisfactory but also there are some conflicting number. We are going to respond to their inadequate explanation. Meanwhile we are filing this complaint against MSHL or the XXXX company to get a full report of our funds.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation