August 2, 2021: Retained Servicing New Loan Welcome Email Sent to Existing Customers in Error

Existing Retained Customers Received Welcome Email 07262021.xlsx

A technical issue resulted in the new loan welcome email for retained servicing customers being sent to a population of existing customers on July 26, 2021.  


This welcome email was erroneously sent to approximately 5,570 customers who already have existing loans (not new customers needing a welcome email) with Fairway retained servicing.  These loans originated as early as February 2021, and this email has caused customer confusion.  These emails were not originally sent at the time they should have been sent (at time of boarding to ServiceMac).


Please advise the following to those customers who inquire about this email:

  • This recent welcome email was sent in error
  • Confirm this was a technical issue - not an attempt of fraud or phishing
  • Apologize for any inconvenience or concern this matter caused


A list of impacted loans is attached to this communication.