Texas Auto & A/C

Initial Business Response / [redacted] (1000, 5, [redacted] */ Closing was scheduled by [redacted] Loan Officer for the buyer on this transaction for May 30, at 4pm at our We had this transaction scheduled to close at 4:on Tuesday, May 30th at our FtWayne North officeA former employee (***) must have spoken to Mr [redacted] to schedule a separate time for the Sellers to sign their paperwork at our FtWayne Southwest office and forwarded him a closing confirmation, but failed to put this appointment on the closing calendar or alert any other employeeA new employee ( [redacted] ) spoke with Mr [redacted] and then re-sent that confirmation to him that [redacted] had previously sentBeing a new employee, didn't check the closing calendar to be sure it was on the right office date/timeOur Southwest office has full time employee in it, but she happened to be out of the office with a medical emergency on May 30th, so when Mr [redacted] arrived at the Southwest office, no one was there and he was extremely upsetHe called our North office after 10am and spoke with [redacted] and explained how very upset he was and wanting to know where the closer was [redacted] apologized and he hung up on herHe called back and continued to say how upset he was and then hung up againThe closer handling this file (who was prepared to close both buyer & sellers at 4pm in our North office) pulled the documents together that the seller needed to sign and drove directly to our Southwest office to accommodate his request for a separate appointmentShe arrived around 10:amMr [redacted] told [redacted] he was promised that he'd receive his funds when he signed and she explained that we couldn't disburse funds until the Buyer had signed later that day at 4:The Buyer signed at 4:on 5/and [redacted] initiated the wire out on 5/but didn't post to his account until 8:a.mon 6/We were unable to wire out on 5/due to the buyer signing finished up after banking hoursHe had asked [redacted] about refunding all of his title and closing fees and she explained that she would see if there was anything we could do and he then said never mind and again hung up on her (again)We returned any calls we received here in the office to himI know [redacted] mentioned that he was calling her as late as 10:p.ma few nights so I don't know if he is referring to her not answering at that time? 10pm is outside of our office hoursOur employees would not promise that he could receive his funds at the time he signedAll signatures have to be completed and funds collected from the buyer before we could disburse any proceeds to a sellerThis is our standard practiceWe do apologize that the seller made an appointment and we didn't have an employee there to facilitate his closingI believe it was a case of human errorWe made all attempts to apologize and immediately remedy the situation to the satisfaction of all partiesWe did not intentionally attempt to harm the Seller by holding his proceeds

Initial Business Response /* (1000, 5, [redacted]/
Closing was scheduled by [redacted] Loan Officer for the buyer on this transaction for May 30, 2017 at 4pm at our We had this transaction scheduled to close at 4:00 on Tuesday, May 30th at our Ft. Wayne North office. A former employee...

([redacted]) must have spoken to Mr. [redacted] to schedule a separate time for the Sellers to sign their paperwork at our Ft. Wayne Southwest office and forwarded him a closing confirmation, but failed to put this appointment on the closing calendar or alert any other employee. A new employee ([redacted]) spoke with Mr. [redacted] and then re-sent that confirmation to him that [redacted] had previously sent. Being a new employee, didn't check the closing calendar to be sure it was on the right office date/time. Our Southwest office has 1 full time employee in it, but she happened to be out of the office with a medical emergency on May 30th, so when Mr. [redacted] arrived at the Southwest office, no one was there and he was extremely upset. He called our North office after 10am and spoke with [redacted] and explained how very upset he was and wanting to know where the closer was. [redacted] apologized and he hung up on her. He called back and continued to say how upset he was and then hung up again. The closer handling this file (who was prepared to close both buyer & sellers at 4pm in our North office) pulled the documents together that the seller needed to sign and drove directly to our Southwest office to accommodate his request for a separate appointment. She arrived around 10:45 am. Mr. [redacted] told [redacted] he was promised that he'd receive his funds when he signed and she explained that we couldn't disburse funds until the Buyer had signed later that day at 4:00. The Buyer signed at 4:00 on 5/30 and [redacted] initiated the wire out on 5/31 but didn't post to his account until 8:00 a.m. on 6/1. We were unable to wire out on 5/30 due to the buyer signing finished up after banking hours. He had asked [redacted] about refunding all of his title and closing fees and she explained that she would see if there was anything we could do and he then said never mind and again hung up on her (again). We returned any calls we received here in the office to him. I know [redacted] mentioned that he was calling her as late as 10:00 p.m. a few nights so I don't know if he is referring to her not answering at that time? 10pm is outside of our office hours. Our employees would not promise that he could receive his funds at the time he signed. All signatures have to be completed and funds collected from the buyer before we could disburse any proceeds to a seller. This is our standard practice. We do apologize that the seller made an appointment and we didn't have an employee there to facilitate his closing. I believe it was a case of human error. We made all attempts to apologize and immediately remedy the situation to the satisfaction of all parties. We did not intentionally attempt to harm the Seller by holding his proceeds.