Dec 23, 2020
OneAZ & Security Title Customer
Mr. Jared Radden contacted me regarding a document requested by our lender to complete mortgage refinance paperwork. He explained the reason for the request, that the request does not change any terms of our loan-only verbiage. He went on to explain how the signing process would work and that a notary would be sent (at no charge) to our home, at our convenience.
Unrelated to the topic of Mr. Radden's call.....I had just spoke to the lender OneAZ twice in two days regarding the first payment due on the refinance. I was being charged late fees as the direct payment request submitted to OneAZ by Security Title (on our behalf) was not on file with OneAZ. Mr. Radden confirmed that we had signed the request which was forwarded to OneAZ with the original package of documents.
I then again called OneAZ and explained the situation. I also used a second phone to simultaneously call Mr. Radden who helped me explain the situation to Alba (a OneAZ employee). Mr. Radden then resubmitted the form to OneAZ mortgage department asking them to address the situation.
At the end of the day Mr. Radden called again to assure me that OneAZ is now aware that the documents were forwarded to them on time. Mr. Radden had shared with OneAZ my concern of both late fees and having our credit impacted by paying late. Mr. Radden also emphasized our request to have the autopay feature established for the January payment.
Mr. Radden was civil and respectful, treating our situation with empathy and understanding. He responded promptly and accurately, conveying our concern.
He made the information in question accessible to me and to the lender.
Mr. Radden proved he was the expert and showed excellent service skills.
Thank you Mr. Radden for taking our concern seriously while keeping a positive attitude. The extra time and energy given to communicate with OneAZ , on our behalf, is greatly appreciated.
Mary and Dayle Bruhn