Consumer complaint received 2021-08-23
Company: Statebridge Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
While in the process of trying to close escrow to sell my home, for a $ XXXX purchase price, I was notified by my escrow company that there is a lien on my title due to Statebridge Company 's failure to obtain/record the necessary transfer/loan closure documents when I refinanced earlier this year. XXXX XXXX  paid off my loan/mortgage, to Statebridge, on XX/XX/2021. It has become my understanding that Statebridge ( a mortgage servicer ) needs the loan funder, XXXX XXXX XXXXXXXX XXXX XXXX, to sign the necessary loan closure/transfer documents in order for Statebridge to record the documents and remove the lien on my home. 
I have been actively trying to resolve this problem with Statebridge since XX/XX/2021. I have had brief conversations about the general topic with the various phone reps who are assigned my calls ( but they are unable to assist me ) ; and, not once have I received a return phone call in response to voicemails I have left on direct supervisor lines, nor have I received returned emails. 
I finally got connected to an operations manager when I said I would need to file suit if escrow falls through. We spoke on XX/XX/2021. He said he would get involved directly with their internal lien department manager and would " escalate '' the problem. He begrudgingly gave me his direct line. He has not followed up with me, nor returned my voicemails since that time. My escrow was supposed to close on Friday, XX/XX/2021 and I had XXXX understanding of any progress having been made. I have been able to extend the COE date 2 weeks ; but, I have no understanding that the problem will be fixed by then. I need someone to intervene on my behalf to push this through asap, so I do not lose this sale. 
It is my understanding that these lenders/loan servicers are required to file/record these documents in a timely manner, which I believe is within at least 2 weeks. It has now been 5 1/2 months. And, honestly, the way they act, I am certain this issue was off their table altogether, and the documents never would have been filed if I had not decided to sell my home/discovered Statebridge had not ever obtained/recorded the transfer/closure documents. 
Please also see their XXXX star XXXX reviews. Every single issue a consumer has complained about with this company, I have experienced as well. In fact, at one point, funds were inexplicably just moving around in, taken out of, my mortgage account, and when I finally spoke to a supervisor, she acted hostile towards me. This company is terrible, shady, and they do not adhere to their legal obligations. They should absolutely not be licensed or allowed to practice as a mortgage servicer. At the very least, a full investigation should be conducted as to their failing business practices. And, what is the most frustrating -- to a lot of homeowners I expect -- is that my loan just automatically got transferred to this company without my knowledge. I would have never allowed a XXXX star company, with the type of complaints their customers have made about them, to service my loan.

Company response to consumer: Closed with explanation