Loan servicing, payments, escrow account

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Trying to refinance a mortgage ; Was told property had not been out of foreclosure long enough. WHAT???? Have not filed bankruptcy, property has NOT been foreclosed on. Spoke with individual at loan servicing company, said they would take care of it. NOW!!! Most info pertaining to this mortgage is gone from their records ( payment history, etc. ). Credit report says account was paid and closed. So who or??? is collecting my payments?

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