XXXX we took out a mortgage with XXXX. Our new home was a co-op apartment ; as such, we did not own the apartment outright, but instead owned shares in the corporation that was our apartment building. At the closing, our stock certificate was placed in the possession of XXXX. XX/XX/XXXX, XXXX informed us that our mortgage was transferred to Greentree Servicing. XX/XX/XXXX, we decided to sell our apartment. Our lawyer retained a firm that requested our file, including our stock certificate, from Greentree on XX/XX/XXXX. To date -- XXXX weeks later -- despite numerous requests, Greentree has not produced the file. This is the only step that is holding up our closing. When we spoke to " Gail '' at Greentree Customer Service today ( XX/XX/XXXX ), she reported that she could find no record of our having requested the file and said our only recourse was to request the file today. We no longer live in that apartment and are now paying interest and principle on an unoccupied home. In addition, our closing is in jeopardy, in which case even more money is at stake. We would add that we have never once missed a single mortgage payment. 
