Selene Finance Mortgage Complaint

Selene Finance Mortgage department,

Other mortgage Loan servicing, payments, escrow account North Carolina

In getting the necessary paperwork for a mortgage refinance, the Bank that is doing the refinance ( - - Bank ) requested a loan payoff statement from the current holder of the loan ( Selene Finance ) on - -, 2016. - - Bank has made at least - follow-up requests and Selene has still not provided the statement. I called Selene personally on - - and again on - - virtually demanding a response. Their response to me on the - was that it would take a minimum of five days. After I demanded that the clerk follow up with a supervisor she came back on and said that I could " expect '' to get the statement on the following day. She explicitly offered no guarantee. When it did not arrive, I called and insisted on speaking to a supervisor myself. - - came on the line and was ever so conciliatory, agreeing that two weeks to comply with our request is unacceptable. He suggested that I have the statement emailed to myself rather than faxed to the bank. He could not be sure that their phone lines are reliable. I gave him my email address using the international phonetic alphabet, which he said he understood, and he read it back to me correctly. I have still not received the requested document. I can see now that - - - is the epitome of passive aggressiveness. It seems that I am being punished for being forceful. Being patient and polite did not work. Being forceful did not work. The refinance will save me about - dollars per month in mortgage payments. The only thing holding it up is this - document that Selene seems to be refusing to provide. Please help.