1. You have to email to the executive offices to receive any response.
2. Their logic does not seem to hold together.
3. I should have started CC’ing my lawyer and my congresswoman on all of the emails from the beginning.
From: Tracy Murray
Sent: Thursday, March 24, 2011 2:15 PM
Subject: Very Old Discharged Mortgage
I have not been able to contact anyone to help me resolve an old mortgage issue and am looking for some guidance. I purchased my house through a land contract. My mother was the previous owner of the house. There was a mortgage listed through Ohio Citizens bank. This was paid off about 19 years ago. We are trying to probate the house, and transfer ownership but the mortgage through Ohio Citizens was never released. I believe the Ohio Citizens mortgages were turned over to PNC.
Can you please direct me to the proper person to resolve this?
May 9, 2011
I am sorry to bother you again but I am really at my wits end. After I sent this email to you I received an email asking me to fax any information to the Mortgage release group.
I did, see attached.
I have heard nothing more from them. I have emailed all of the customer service emails I can find and I can not get a response to let me know if they need additional information. I’ve tried calling the 800 number provided but I can’t seem to get to a person without having an existing account number. Can you provide me with some contact information that will allow me to move this matter forward?
I don’t mean to be rude but I really don’t understand why it’s this difficult. I would guess that a very high percentage of people who pay off their land contracts immediately turn around and get a mortgage to do renovations on the home. I should have been your target customer.
Dear Ms. Murray,
Thank you for your email inquiry.
We have contacted our Payoff Release Department concerning the release of the lien on this property.
Apparently, we acquired Ohio Citizens in late 1992. We can release liens for Ohio Citizens, however, the Payoff Release Department has been unable to reference a loan under your mother’s names. The Payoff Release Department has requested that you provide proof of the payoff of the loan or provide a copy of the mortgage note. This may be the only option that we have to prove the loan’s maturity date or payoff so that we can release the lien. We sincerely apologize for the inconvenience this may cause for you.
If you would like, you can email this documentation directly to the Payoff Release Department at PayoffResearchNotifications@pncmortgage.com, cc: C. Moore or email the information to this Executive Office email box and we will forward it to the Payoff Release Department.
Thank you for the opportunity to be of service to you.
Executive Office Department
Thank you for your reply,
Unfortunately we have no paperwork regarding this mortgage. My mother passed away some years ago and we were unable to locate any paperwork referencing the loan. The only reason we knew about it is that it shows on the recorders office as unreleased even though there is Zero dollars attached to it. Perhaps there never was a mortgage and this was all a misfiling by Ohio Citizens?
I’m not sure what my recourse would be, but I find it hard to believe that it would be my responsibility to show that money is not owed on a loan that doesn’t appear to exist?