08/30/19 - Fairway Welcome Letters Mailed with Incorrect Names

A small population of Fairway Welcome Letters regarding the Servicing Transfer for retained loan customers from Cenlar to ServiceMac were generated and mailed with the incorrect customer name.  A total of 411 customers were impacted.

It is extremely important to note that all other information contained in the Welcome Letter – including the new Fairway/ServiceMac loan number and payment information – is correct.  Loan data, personal details, and account identifying information was not compromised (was not shared).   This is not considered a privacy breach as the customer received only their information directly with an incorrect name referenced.  

Customers who call regarding this issue will be concerned and possibly upset.  Use empathy, listen patiently and attentively, and reassure these customers their loan information is correct and their data was not shared.

Please advise the following:

  • Apologize to the customer for this error and let them know we are committed to providing them a quality experience
  • A corrected Welcome Letter was immediately generated and mailed upon detection (8/30/2019)
  • Customers will receive the corrected Welcome Letter with an inserted buck slip apologizing for the error and specifying the enclosed letter is the corrected Welcome Letter

The buck slip (letter insert) verbiage is shown below:

Dear Valued Customer, 

The enclosed is your corrected Welcome Package to Fairway’s new servicing center. It replaces the Welcome Package we recently mailed to you. Unfortunately, an incorrect name was reflected in the mailing address, salutation, and coupon within the letter. We apologize for any confusion this may have caused and want to assure you that all content including your new loan number and payment amount was correct. 

Your private information was only presented to you and not shared. Your privacy and security are very important to us. Again, we offer our sincere apologies and we are committed to providing you a quality experience.  If you have any questions or concerns, please contact our Customer Experience Team toll-free at (877) 297-5350. 

Thank you!

An outbound call campaign was launched Friday 8/30/19 from the ServiceMac center.  Please let customers know to expect to receive this call.  As always – make sure to always refer to the company as Fairway when speaking with our customers.  

If ServiceMac team members reach a customer’s voicemail on these outbound calls, their message will instruct the caller to contact our center for assistance.  Take time now to become familiar with these details.