Consumer complaint received 2015-05-27
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: WA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX I opened a Line of Credit with Household Finance Corp XXXX. According to HFC my last payment was XXXX XXXX which is also reflected as such on my credit report. I contacted HFC on XXXX XXXX, XXXX at which time XXXX informed me that my loan was closed. She said it was charged off and had a zero balance, I asked to have the Deed of Trust removed from my title and she told me to submit a written request for a release. I faxed the request that day. I called to follow up on XXXX XXXX, XXXX and spoke with XXXX. He claimed they had not received the request and asked me to fax it again which I did that day. In talking with XXXX he confirmed the info XXXX had given me, On XXXX XXXX, XXXX I spoke with XXXX who confirmed the info both XXXX and XXXX had given me only this time he also said that a release had been sent to XXXX County. I trusted that this had been completed and unfortunately when I checked my property records I did n't see it, On XXXX XXXX of this year I spoke with XXXX at HFC and explained all the history on this account. She confirmed again that the loan had been charged off and instructed me to fax a letter asking for a " Paid in full '' letter. I called on XXXX XXXX to confirm receipt of letter and spoke with XXXX, Once again he confirmed that the loan had been charged off and was showing a XXXX balance. He asked me to fax in a letter requesting a release and this time asked me to also send the deed of trust, I faxed both that same day. I was told it could take 15 days so I called on XXXX XXXX and spoke with XXXX she also confirmed the loan had been charged off and informed me that it could take several days before my request would be entered in their system and that they were behind. She said that it would be sometime between XXXX XXXX and XXXX before they would even see it on their screen. XXXX also instructed me to not send another copy because it would delay the process further. During my conversation with XXXX she told me that a reconveyance was sent to XXXX County on XXXX XXXX, XXXX and that I needed to call XXXX County which I did. XXXX County had not received anything in regards to this Deed of Trust. On XXXX XXXX XXXX at HFC said my request had been uploaded and had been assigned to someone but there was a 15 day turn around. He confirmed the info XXXX had given me in regards to a release being sent to the County on XXXX XXXX but could n't comment further and a supervisor was n't available, I made follow up calls on XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX. Each time they told me to allow more time for processing that they were behind and that my request was being processed and I asked each XXXX of these people if there were any problems with it getting done and they all said " No they were just running 15-30 days ''. On XXXX XXXX I spoke with XXXX who confirmed my loan had been charged off, showed a zero balance and my request was processing. I asked to speak to a supervisor, she gave me to XXXX who said my release was " on hold '' because the " Trustee '' they used for Washington went out of business and they did n't have a new XXXX. She could not give me any indication as to when my request would be completed. Later that same day I decided to call again and this time spoke with XXXX who told me that my loan had been sold to XXXX XXXX whom I have never heard of nor received correspondence from. XXXX said they had mailed me a letter in regards to this. I never received such letter and after pushing she finally told me that it was sent to XXXX XXXX XXXX. The letter is dated XXXX XXXX, XXXX this is impossible because I did n't give HFC updated address until XXXX XXXX, XXXX. It has never been mentioned in all of these calls that that my loan had been sold and I have never heard anything from XXXX. I have always contacted HFC. I believe this has exceeded the statue of limitations.

Company response to consumer: Closed with explanation