I rarely have a difficult time ordering a mortgage payoff statement for a client who is selling their house. I was told by customer service that I had to fax a request and was given the fax # 214-222-7139. This is very common as a third party (lawyer) ordering a payoff statement. Two days later with no payoff in sight, I called customer service back. This time I am told that I cannot request a payoff statement by fax, I must do it online. I asked why someone, just like her at customer service, would not only tell me that's what I needed to do, but gave me the fax to send it to. She repeats I must do it online.
Well she is as credible to me as the person I talked to two days ago. Why should I ignore the request I faxed, PER NATIONSTAR MORTGAGE'S REQUEST. I asked to speak to a supervisor.in 30 minutes time on hold, I did not get to speak to a supervisor. While holding, I make the online request. At the end, it says the payoff statement will arrive in 5 DAYS. I need the payoff today! I ordered it 2 days ago! Every bank I have worked with (I've been doing this for 10 years) gets it to me usually within 24 hours. Some fax it over before I am even off the phone!
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