Deceased owner. Release of Authorization rejected.

[Mike Ross]

Hello BP! I've been around the REI arena for years. I've overcome many obstacle in this game but his one has me stumped. I'm working with the daughter/heir of a deceased home owner. She's signed a Release of Authorization. I've informed the lender of my company's intent to assist. As protocol, they've requested the RoA. They inform, "Have her call in to do so." Her two attempts are rejected and she is informed there is another name on file. Another name on file?! The deceased was a widow, never remarried, and has refi'd the house a few times. Public record does not reflect another name on signed mortgage. Puzzled, we've tried to even ascertain if the name was male or female which could help in narrowing down family member. Any suggestions on my next move?