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I would like to see the lenders answering orally and sending an confirming letter or email at the borrower’s option. If they can’t answer immediately on the phone, then in addition to having to respond in writing to the question, they should have to confirm in writing the question and that they are working on obtaining the answer within a specific time frame.
I think this is a reasonable solution. Homeowners should be able to get answers over the phone, but then the servicer should be required to ask if they would like a written confirmation of the information. (Of course, the homeowner should say “yes, please”).