Consumer complaint received 2022-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: KS

Complaint narrative:
My mother, in XX/XX/XXXX took out a 30 year loan with XXXX XXXX XXXX Bank for XXXX with a 6 % interest rate. In XXXX, 32 years later, when I sold the property, the payoff on the loan was XXXX ; not even half of the loan was paid off. Included in the payoff was an inferred interest of XXXX. This was the reason for the initial inquiry requesting the loan history transcript ( LHT ). As the administrator of the estate and successor of interest to the property I felt obligated to find out the reason for the remaining payoff and inferred interest. 
The loan originated with XXXX XXXX XXXX Bank in XX/XX/XXXX. In XXXX XXXX XXXX XXXX Bank merged with XXXX XXXX XXXX. In XXXX XXXX merged with Sterling National Bank. XXXX, Sterling National Bank is the custodian of records and should be able to provide the requested LHT and any other documents related to the loan. 
My first request for the LHT was in XX/XX/XXXX. Sterling National Bank acknowledged the receipt of my request and further stated that the inquiry was being referred to the appropriate area for review. Sale of the property was pending closure so I tendered the requested payoff amount not to hold up the sale of the property. My intent, was once I received the requested LHT, it would either prove up the accuracy or inaccuracy of the payoff balance as quoted by Sterling National Bank. Thru the following months, I made 8 different requests for the LHT. Each time, I was sent some sort of document : the satisfaction of the mortgage, the payoff statement, 2 years of the loan history transcript, the deed, etc. Never, was I sent the full LHT as requested. 
Frustrated, I asked my estate attorney for help. In response to my attorneys demand for the LHT, a written response was received from Sterling National Bank XXXX Department. The Escalation Analyst provided the LHT from XXXX thru the payoff date of XXXX. In addition, the response stated that Sterling National Bank does not have payment history copies prior to XXXX. Unfortunately, the LHT that was provided does not tell me what happened to this loan. It doesnt explain neither the large payoff amount nor the inferred interest. What it does tell me is that my mother paid her mortgage each month. It does not explain the discrepancy which was the impetus for my initial inquiry. 
I believe Sterling National Bank does indeed have the previous 15 years but chooses to withhold because there has been an egregious error. 
As previously stated, the loan originated with XXXX XXXX XXXX Bank. In XXXX, XXXX XXXX XXXX acquired XXXX XXXX XXXX Bank. In XXXX, Sterling National Bank acquired XXXX XXXX XXXX That said, Sterling National Bank is the custodian of records of the loan from its inception date of XXXX thru the payoff date of XXXX. According to Federal Regulation Z, Truth in Lending, Sterling National Bank should have all documents relating to the loan and should have the LHT for 36 months after the payoff.

Company response to consumer: Closed with explanation