Titlesmart, Inc.

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear Ms. [redacted]:
This is the first notification that I have received directly regarding this matter. I'm so sorry to hear about your unsatisfactory experience. At TitleSmart we do pride ourselves on giving the customer the most enhanced...

customer experience possible and so absolutely, I will send you a check for the $310.00 as you requested because I sincerely believe that the customer is always right and that it is truly the little things that make the big impact for our customers.
I did research the matter with my closing team and here is what I found out just for the sake of clarification.
TitleSmart was retained by the buyer, together with the buyer's lender, to provide settlement services, disbursement of all funds and to insure the buyer and lender. TitleNexus represented the seller (you) at closing and provided all your pertinent seller information to TitleSmart for closing.
TitleNexus provided the payoff statement on behalf of the seller (you) to TitleSmart for closing. TitleNexus then notified TitleSmart that the payoff information/statement was incorrect and asked TitleSmart to pull back the wire and resend a corrected amount which resulted in the seller (you) needing to pay additional money to Wells Fargo because the payoff was more than the original payoff. We then confirmed with Wells Fargo that the account was paid in full for this property. Shortly thereafter, we received a call from Tim [redacted] (Closing Assistant to Deena [redacted]) at Title Nexus indicating that Wells Fargo applied the funds we wired out to the wrong account again and that they required additional funds from the seller (you) for the additional interest. The seller (you) paid the additional interest to Wells Fargo and requested TitleNexus to reimburse them.
We had never heard from you (seller) directly at all. All communication provided to Titlesmart regarding this issue came directly from TitleNexus.
Again, I am truly sorry for the inconvenience you have encountered. If there is anything additional I can do, please feel free to contact me directly at XXX-XXX-XXXX.
With kind regards,
Cindy [redacted]
President
TitleSmart, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)