Business ProfileforJC Mortgage

On December 14th I called GSF mortgage (our loan servicer) to get assistance looking into a check issued to us at closing in 2019 for our escrow account in the amount of $936.74. ****** with GSF engaged with ***** from Access Title since they were the issuer. Access Title no longer had our records and initially said it wasnt cashed, then said it was, then came back and said they could not confirm if it was or not so they wanted us to accept half of the check amount because of the costs they were incurring having an accountant look into the information. We declined the offer since they are required by law to retain the records and should have had these available. In addition, I checked with our village and they confirmed the check was never cashed. On January 13th after a lot of back and forth they finally agreed to mail the check in full because they did not want to continue paying an accountant to look for our records. On January 15th we received a check with $250 deducted from it. Upon asking for an explanation, we were told that they charged us the fee they were paying their accountant to look into this. I connected with ***** at Access Title and expressed my concern and frustration and her response was "******: So sorry this happened to you." Access Title is required by law to retain our records. We will not pay their accountant to find the records that they are required to retain. This is absurd. I took 1 month for a solution in which I was very patient and even did my own due diligence of connecting with our Village and others to ensure there wasnt a misunderstanding. We are seeking the $250 we paid their accountant. Emails have been provided for documentation. In addition, we are seeking copies of all of our documents that Access is required to retain by law. We are very concerned about where these documents went and need them located.