Dear ***, First, I want to sincerely apologize for the issues you have experienced during the mortgage processWe strive to provide superior client service and excellent communication to our clients, and I am sorry that that did not occur when you refinanced your mortgage with us
In the process of refinancing your mortgage, your original mortgage representative did leave the companyWith his departure, there was a delay in communication as your new representative took over his accountsWe apologize for this delay and the concern that it causedPlease know that all of your personal information was safely and securely stored within First Western Trust’s systems during this time We are glad that we were able to refinance your mortgage at the rate originally disclosed and quotedAs part of the refinance process, we did pull your credit report after receiving your authorization to do soWe also increased your lender credit by $1,to go towards your closing costsAlthough this does not make up for the previous issues that occurred, we hope that it helped improved your experience with our loan closing process Per your request, we have also sent a cashier’s check to pay for the late fee that you incurred on your previous mortgageAdditionally, we understand that you were unsure if your homeowner’s insurance policy that was collected at your closing had been paidWe received email confirmation that the homeowner’s insurance has been paid by the title company Again, I apologize for the inconvenience this experience caused youI hope that we have been able to resolve each of your concerns with the actions we have taken in the past few weeksShould you have any additional concerns, please do not hesitate to reach out to me Sincerely, Dino C*** Chief Lending Officer Director of Commercial Banking ***
Dear ***, First, I want to sincerely apologize for the issues you have experienced during the mortgage processWe strive to provide superior client service and excellent communication to our clients, and I am sorry that that did not occur when you refinanced your mortgage with us
In the process of refinancing your mortgage, your original mortgage representative did leave the companyWith his departure, there was a delay in communication as your new representative took over his accountsWe apologize for this delay and the concern that it causedPlease know that all of your personal information was safely and securely stored within First Western Trust’s systems during this time We are glad that we were able to refinance your mortgage at the rate originally disclosed and quotedAs part of the refinance process, we did pull your credit report after receiving your authorization to do soWe also increased your lender credit by $1,to go towards your closing costsAlthough this does not make up for the previous issues that occurred, we hope that it helped improved your experience with our loan closing process Per your request, we have also sent a cashier’s check to pay for the late fee that you incurred on your previous mortgageAdditionally, we understand that you were unsure if your homeowner’s insurance policy that was collected at your closing had been paidWe received email confirmation that the homeowner’s insurance has been paid by the title company Again, I apologize for the inconvenience this experience caused youI hope that we have been able to resolve each of your concerns with the actions we have taken in the past few weeksShould you have any additional concerns, please do not hesitate to reach out to me Sincerely, Dino C*** Chief Lending Officer Director of Commercial Banking ***