Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Lien release
Company: Real Time Group, Inc.
State: CO

Complaint narrative:
Background In XXXX, I took out a second mortgage with XXXX XXXX XXXX for {$54000.00} ( Loan # XXXX ) secured by my home at XXXX XXXX XXXX, XXXX, CO. 

On XX/XX/XXXX, my loan servicer at the time, XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ), applied : A principal adjustment of {$53000.00} A payment of {$610.00} These transactions reduced my principal balance to {$0.00} as of XX/XX/XXXX. I have XXXX official loan history showing this XXXX balance. 

After that date, I never received any further statements, notices, or collection attempts related to this second mortgage. 



XXXX of the XXXX In early XXXX, while applying for a home equity line of credit ( HELOC ), I learned that the XXXX for this second mortgage was still showing as active in XXXX XXXX records. 

The XXXX was now being serviced by Real Time Resolutions , Inc. ( XXXX ). I had never been contacted by XXXX, and I had no record of the loan being transferred to them. 



Initial Action On XX/XX/XXXX, I sent XXXX a Qualified Written Request ( QWR ) under RESPA. In that letter, I asked them to provide : The full account and payment history A copy of the original promissory note All assignments or transfers of the loan Identification of the current creditor/note holder An explanation for why the XXXX was XXXX recorded despite the {$0.00} balance in XXXX Proof of the balance they claimed Any records showing the debt had been satisfied or forgiven XXXX  First Response XX/XX/XXXX XXXX in-house counsel replied on XX/XX/XXXX. In their letter, they : Confirmed they had been servicing the loan since XX/XX/XXXX. 
Included a XXXX servicing transfer notice from XXXX XXXXXXXX XXXX XXXX XXXX XXXX. 
Provided a loan history summary for the period they serviced the loan. 
Admitted they had no records showing the debt was satisfied or reduced to {$0.00}. 
Said they were requesting documentation from the prior servicer and investor. 
Stated they would pause active collections while waiting for that documentation. 



My Follow-Up XX/XX/XXXX On XX/XX/XXXX, I emailed XXXX at XXXX address they provided ( XXXX ). I included : The XXXX loan history showing the {$53000.00} principal adjustment, the {$610.00} payment, and the resulting {$0.00} balance in XX/XX/XXXX. 
A timeline document summarizing the loans servicing history. 

I asked them to explain the discrepancy and to release the XXXX. 



XXXX XXXX XXXX XX/XX/XXXX XXXX replied on XX/XX/XXXX. They said : They could not verify my claim with the documentation I provided. 
Their records showed the loan was transferred to them in XX/XX/XXXX with a balance of {$64000.00}. 
They wanted additional documentation such as front and back of canceled checks or bank statements showing the loan was paid. 
They re-sent the XXXX servicing transfer notice. 
They included a statute of limitations disclaimer stating that the legal time limit to sue me for the debt XXXX have expired. 



XXXX XXXX XXXX XX/XX/XXXX XXXX sent another letter on XX/XX/XXXX, saying : They were not required to investigate further because this was substantially the same as a previous dispute. 
They would only investigate again if I provided additional documentation. 
They repeated the statute of limitations disclaimer. 
They confirmed the current creditor as XXXX XXXX XXXX XXXXXXXX XXXX XXXX. 



Summary of the Problem I have provided XXXX with clear, dated records from the prior servicer showing the loan was satisfied in XXXX. They have not provided any proof that the debt is still valid or collectible. 

Instead, they have relied on an unsupported opening balance from XXXX that conflicts with the official servicing records. They have refused to release the lien or fully investigate despite my repeated requests and have effectively shifted the burden to me to produce bank statements from XXXX  years ago. 

Their refusal to address the evidence I have provided is preventing me from clearing title to my home and has already interfered with my ability to obtain new financing.

Company response to consumer: Closed with explanation