My mortgage, # *******539, with Citizens was paid off and on 6/14/21 Citizens issued a check for the escrow balance, but the name on the check incorrectly read Mark Whaley. My name is Mary. My bank was unable to cash the check and so I contacted customer service to have a new check issued in the correct name. I was told I needed to submit a W-9 form to request a name change, which I did a month ago. I have called every day this week and after my call, the name change was finally completed. On Monday of this week, and on Tuesday customer service representatives advised that a new check would be cut. With each call, I requested a return call to verify that "the check is in the mail". I called yesterday and was advised that no check would be issued unless I was able to return the original check. This is the first time this was mentioned to me. Never in the previous calls or the letter containing the W-9 form was this mentioned. I asked to speak with a supervisor today and after a long wait was connected to a supervisor - who hung up on me without giving an address or promise of payment. When I called today, I was promised a returned call with address verification at the very least. This has not happened. Citizens is a bank . They can easily issue a stop payment on the check. I have had to pay my property taxes using a line of credit as my money is being held unnecessarily. I do not wish to further delay this process another month, unless, of course, interest is paid on the $4, 305.50 which is owed to me. I am not responsible for inconsistent information from Citizen's customer service representatives. I await your response which should include the date I can anticipate the corrected check in the name of Mary Whaley and Russell Whaley. Sincerely, Mary Whaley Mary.K.[protected]@gmail.com