I would like to start by apologizing for your experience. I cannot imagine the frustration of un-returned phone calls and inquiries.
We would appreciate the opportunity to talk with you about how we failed you and how we can improve. Please email us (and include your member number and the best way to contact you) at firstname.lastname@example.org, and we will have someone in touch who can make sure we start to make the changes needed to improve our mortgage services. Thank you for posting and sharing your experience.
We want to make sure you do not have a poor experience! If you will keep us updated here in this forum on how things are going, I would greatly appreciate it. If you have any issues at all, I can make sure that they get escalated appropriately! Thank you!