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Fairbanks Meets with Disgruntled Customers.
After months of being under fire from politicians, regulators, consumer advocates and increasingly bold Democratic presidential hopefuls, a representative from Fairbanks Mortgage took some heat directly from a room full of the company's customers themselves in late August.
About 200 Fairbanks customers met with Maggie Matthes, the company's senior vice president, in what the East Side Organizing Project, a community group that organized the event, described as a contentious but constructive meeting on August 28. The main goal of the evening was to add a human aspect to disputes between individual customers and the mortgage servicer.
The meeting's organizers wanted the company's officials and customers to realize that one another were actual human beings.
"I work in an office. It's very easy to take a piece of paper and throw it to the side. But when you realize it's a person you have thrown to the side it's harder to do," said Barbara Anderson, an ESOP leader. Ms. Anderson described the event as a turning point in a relationship that has been developing over the course of several months. She added that Ms. Matthes had ...
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Source: HighBeam Research, Fairbanks Meets with Disgruntled Customers.