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We strive to close customer mortgage loans quickly and to make the mortgage process as easy as possible Though it took longer than hoped, we have now completed Mr*** refinance loan request While the turn times were not ideal (resulting from changes of circumstance, multiple
third-parties actions and inactions out of the control of the company), the company made every effort possible to provide the best mortgage customer service available This included involving the executive vice president and the chief compliance officer in an attempt to resolve the dissatisfaction of Mr*** Additional efforts included paying for a new appraisal on behalf of Mr*** and giving his file priority to ensure a more timely closing. We thank Mr*** for his patience in completing the loan Our goal is 100% customer satisfaction, we take customer comments seriously, and we use those comments to make us a better company focusing on the customer and to avoid delays such as those that occurred processing this loan application

Dear Revdex.com,Thank you for bringing this to our attention We strive for 100% customer satisfaction, take customer comments seriously, and use those comments to make us a better company focusing on the customer.This complaint resulted from a misunderstanding, a wrong phone number, and improper
communication on the company’s part Since the complaint, the company was able to reach Mr*** at his correct phone number and is moving forward with the loan process The customer is aware of the company’s mistaken use of the wrong phone number, apologies for the confusion have been provided, and the company intends to close the requested mortgage loan in a timely matter and to provide exceptional customer service throughout the process As a background, the customer completed a loan application on December 12, Later that day, the application was sent to the customer for signature The customer provided the signatures needed and sent the company an email asking for a phone call From the date of the application until the date of the December 22nd complaint, the customer’s loan officer made numerous phone calls to the customer Unbeknownst to the loan officer or the company, the initial numbers provided were incorrect and the customer was not receiving the voice mail messages.After receiving this complaint and verifying the correct phone number, we are happy to report that the customer’s mortgage loan application is moving forward and is expected to close in a timely manner. I have provided the customer my direct phone number for any questions or concerns and will supervise the loan process moving forward to ensure timely and proper completion of the loan application Sincerely, *** ***Corporate Counsel