My daughter died in December of 2018. We have sent paperwork in 3 times as requested so that my adult granddaughter can do an assumption on the house. They keep losing the paperwork and when I call for help I am never allowed to speak to anyone other than customer service. There has to be higher ups who know how to help get this accomplished now. We are in May, 5 months later and the paperwork is still no farther than it was before. This is the worst experience with a mortgage company I have ever had!