Fairbanks stopped sending my regular monthly statement in October. I called eight times at the 800 number, talked to representatives, was told the monthly statement was being sent to me. Never received, called in November, and December. Never received a statement. Had very small mortgage balance and wanted to pay off but had sent several additional amounts with regular monthly payment with request to apply to principal balance. Finally, December 17, received an "Account Activity Statement" which I had requested. This showed the additional funds I had sent to them as "fees". Called back and was told to send fax to Jacksonville.
Did so last Thursday and asked to be contacted immediately so I could pay off the loan (the pay off statement I requested showed incorrect balance with no application of the extra funds I had sent) - No response to fax. Unable to get through on phone. Was told by representatives over phone they could not help me; they only had the info showing on the computer "contact Jacksonville via fax or letter". Loan payoff statement shows fees for fax, fees for preparation, incorrect principal balance. Could not pay off loan until resolved.
Wrote letter today to Jacksonville complaining about non-response and asked for immediate reply to resolve this.
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