Mortgage Connect LP

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that ultimately the resolution was acceptable to me The details provided by Mortgage Connect do not reflect the events or the timeline Mortgage Connect only responded after the engagement of [redacted] and the Revdex.com Fortunately, the Revdex.com complaint against Mortgage Connect remains a matter of public record Regards, [redacted]

Re: Response to Complaint ID: [redacted] 11/18/Dear Mrs [redacted] :Mortgage Connect LP., apologizes for this inconvenienceWe believe that operational excellence is standard protocolIn fact, our process is based on three core tenants: Connect, Communicate, and CollaborateWe understand your frustration and assure you we will take the appropriate measures to correct this issue now and in our future endeavors.As indicated in your complaint, the closing ceremony was scheduled for April 20,2016, at 6:P.M., CSTMortgage Connect did not receive required closing documents from lender until April 20, 2016, 5:P.M., CSTUpon receiving the closing documents the agent sent notification to confirm the signing appointment and funds due at closing which amounted to $828.30, less than the cashier’s check presentedWe understand the short notice of confirmed closing fees caused excessive funds; but rather than postpone closing the mortgage, the signing agent suggested Mortgage Connect refund the Overage upon disbursement as per standard practice.Although the agent indicated reimbursement would be sent to the borrower, a miscommunication caused the overage to be wired to the lenderMortgage Connect takes responsibility for this oversight; nevertheless we assure you every step was taken to follow up with the lender to correct this issueInitially Mortgage Connect sought reimbursement of the overage from the lender however, because of the prolonged process receiving correction; we will issue reimbursement immediately in the amount of $828.30.Once again we apologize for this inconvenienceMortgage Connect has a robust internal training program that provides new and current employees with continued educationPerformance of employees is regularly monitored by managers through a scorecard and quality assurance processAs new policies, procedures, and requirements are introduced; employees are trained and appropriately testedMortgage Connect will address this issue in our ongoing training program to assure inconveniences of this nature do not continueIf you have any further comments or questions, please feel free to contact Mortgage Connect directly so we can accommodate your interest effectivelySincerely, Sean MS [redacted] Legal CounselMortgage Connect, LP

Re: Response to Complaint ID: [redacted] 11/18/Dear Mrs [redacted] :Mortgage Connect LP., apologizes for this inconvenienceWe believe that operational excellence is standard protocolIn fact, our process is based on three core tenants: Connect, Communicate, and CollaborateWe understand your frustration and assure you we will take the appropriate measures to correct this issue now and in our future endeavors.As indicated in your complaint, the closing ceremony was scheduled for April 20,2016, at 6:P.M., CSTMortgage Connect did not receive required closing documents from lender until April 20, 2016, 5:P.M., CSTUpon receiving the closing documents the agent sent notification to confirm the signing appointment and funds due at closing which amounted to $828.30, less than the cashier’s check presentedWe understand the short notice of confirmed closing fees caused excessive funds; but rather than postpone closing the mortgage, the signing agent suggested Mortgage Connect refund the Overage upon disbursement as per standard practice.Although the agent indicated reimbursement would be sent to the borrower, a miscommunication caused the overage to be wired to the lenderMortgage Connect takes responsibility for this oversight; nevertheless we assure you every step was taken to follow up with the lender to correct this issueInitially Mortgage Connect sought reimbursement of the overage from the lender however, because of the prolonged process receiving correction; we will issue reimbursement immediately in the amount of $828.30.Once again we apologize for this inconvenienceMortgage Connect has a robust internal training program that provides new and current employees with continued educationPerformance of employees is regularly monitored by managers through a scorecard and quality assurance processAs new policies, procedures, and requirements are introduced; employees are trained and appropriately testedMortgage Connect will address this issue in our ongoing training program to assure inconveniences of this nature do not continueIf you have any further comments or questions, please feel free to contact Mortgage Connect directly so we can accommodate your interest effectively.Sincerely, Sean MS [redacted] Legal CounselMortgage Connect, LP

Good Afternoon, ***: Per our conversation earlier today, I wanted to follow up with you via email. This correspondence is in regard to the above captioned complaint from *** ***; a copy of which is attached. Upon receipt of your initial letter on
November 15th, we had a member of our management team immediately reach out to Mr***. Through a constant stream of communication over several days, we have resolved the matter to the complete satisfaction of Mr***. This issue was not a result of our actions, but a Tax Office issue that resulted in a tax overpayment by Mr***. We worked with the County regarding their refund process. When we were informed that a refund would take several days/weeks, we advanced the complete overpayment amount to Mr***, and we then waited for a refund from the County Tax Office to our account. We believe as a result this is now a positive closing experience for the borrower. If you should have any questions, please don’t hesitate to contact us. Sincerely, Karen G***Executive AssistantMortgage Connect, LP*** *** *** *** ** ***

Re: Response to Complaint ID: [redacted] 11/18/2016 Dear Mrs. [redacted]:Mortgage Connect LP., apologizes for this inconvenience. We believe that operational excellence is standard protocol. In fact, our process is based on three core tenants: Connect, Communicate, and Collaborate. We understand your...

frustration and assure you we will take the appropriate measures to correct this issue now and in our future endeavors.As indicated in your complaint, the closing ceremony was scheduled for April 20,2016, at 6:00 P.M., CST. Mortgage Connect did not receive required closing documents from lender until April 20, 2016, 5:11 P.M., CST. Upon receiving the closing documents the agent sent notification to confirm the signing appointment and funds due at closing which amounted to $828.30, less than the cashier’s check presented. We understand the short notice of confirmed closing fees caused excessive funds; but rather than postpone closing the mortgage, the signing agent suggested Mortgage Connect refund the Overage upon disbursement as per standard practice.Although the agent indicated reimbursement would be sent to the borrower, a miscommunication caused the overage to be wired to the lender. Mortgage Connect takes responsibility for this oversight; nevertheless we assure you every step was taken to follow up with the lender to correct this issue. Initially Mortgage Connect sought reimbursement of the overage from the lender however, because of the prolonged process receiving correction; we will issue reimbursement immediately in the amount of $828.30.Once again we apologize for this inconvenience. Mortgage Connect has a robust internal training program that provides new and current employees with continued education. Performance of employees is regularly monitored by managers through a scorecard and quality assurance process. As new policies, procedures, and requirements are introduced; employees are trained and appropriately tested. Mortgage Connect will address this issue in our ongoing training program to assure inconveniences of this nature do not continue. If you have any further comments or questions, please feel free to contact Mortgage Connect directly so we can accommodate your interest effectively.Sincerely, Sean M. S[redacted]Legal CounselMortgage Connect, LP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that ultimately the resolution was acceptable to me.   The details provided by Mortgage Connect do not reflect the events or the timeline.     Mortgage Connect only responded after the engagement of [redacted] and the Revdex.com.  Fortunately, the Revdex.com complaint against Mortgage Connect remains a matter of public record. 
Regards,
[redacted]

Re: Response to Complaint ID: [redacted]
11/18/2016 Dear Mrs. [redacted]:Mortgage Connect LP., apologizes for this inconvenience. We believe that operational excellence is standard protocol. In fact, our process is based on three core tenants: Connect, Communicate, and Collaborate. We...

understand your frustration and assure you we will take the appropriate measures to correct this issue now and in our future endeavors.As indicated in your complaint, the closing ceremony was scheduled for April 20,2016, at 6:00 P.M., CST. Mortgage Connect did not receive required closing documents from lender until April 20, 2016, 5:11 P.M., CST. Upon receiving the closing documents the agent sent notification to confirm the signing appointment and funds due at closing which amounted to $828.30, less than the cashier’s check presented. We understand the short notice of confirmed closing fees caused excessive funds; but rather than postpone closing the mortgage, the signing agent suggested Mortgage Connect refund the Overage upon disbursement as per standard practice.Although the agent indicated reimbursement would be sent to the borrower, a miscommunication caused the overage to be wired to the lender. Mortgage Connect takes responsibility for this oversight; nevertheless we assure you every step was taken to follow up with the lender to correct this issue. Initially Mortgage Connect sought reimbursement of the overage from the lender however, because of the prolonged process receiving correction; we will issue reimbursement immediately in the amount of $828.30.Once again we apologize for this inconvenience. Mortgage Connect has a robust internal training program that provides new and current employees with continued education. Performance of employees is regularly monitored by managers through a scorecard and quality assurance process. As new policies, procedures, and requirements are introduced; employees are trained and appropriately tested. Mortgage Connect will address this issue in our ongoing training program to assure inconveniences of this nature do not continue. If you have any further comments or questions, please feel free to contact Mortgage Connect directly so we can accommodate your interest effectively.
Sincerely, 
Sean M. S[redacted]Legal CounselMortgage Connect, LP