We originate and service our loans. When we get a QWR, our team determines how to handle the response.
Recently, we received a QWR from a borrower’s attorney that is causing concern. He claimed that we had confused the borrower in the way we responded. He said our service was “lousy” and felt we had no commitment to “customer satisfaction.”
This attorney letter is being treated as a complaint, and we sent it to our legal department. When we looked at the notes on the loan file, it appears we were courteous, timely, and reasonable. Sometimes, it seems you just can’t win!
However, we want to know how something done right can be construed as done wrong.
How important is customer satisfaction in response to a QWR?
