There are people who constantly push to provide superior customer service. Some people are praiseworthy for doing extraordinary things during extraordinary times, by working to satisfy client’s needs and by simply taking an extra step.
DISB’s Policy Analyst Evelyn Carmen, who also handles consumer complaints, is one such individual who is a tireless advocate for District homeowners, as evidenced in some recent letters praising her dedication and perseverance in helping residents avoid foreclosure. The article she had written above notes some of the techniques she has used to help District residents avert foreclosure of their homes.
As we all know, purchasing a home is by far one of the most significant investments people will ever undertake. The thought of losing your lifetime investment can send anyone into emotional chaos. Carmen has worked closely with many distressed District homeowners who are facing foreclosure of their homes.
A southeast District resident contacted DISB several months ago to file a complaint against her mortgage company, which had initiated foreclosure proceedings on her home due to an error at a tax department. Although the error was corrected quickly, it had a cascading effect that eventually led to a foreclosure notice causing great pain to the borrower. Through Carmen’s intervention, diligence and patience, the lender stopped foreclosure proceedings and noted that the client would not be responsible for fees and costs associated with the foreclosure. The lender also reversed any adverse ratings to the borrower’s credit history. At the end of the ordeal, the woman wrote thanking her and stated, “Your call gave me a sense of relief that I hadn’t felt in seven very long months. I have gotten the first decent sleep in that time.”
In another incident, a District government employee had encountered a problem with his title company which, he stated, chose to “engage in false promises and delaying tactics.” Carmen was able to help him where no one else had been successful. In a letter to Carmen, he stated that he was fortunate to have his case land on her desk. He noted that her extensive efforts on his behalf with the title company showed that she went above and beyond what one would expect from a city employee. “I have been a District resident for two years now and I am proud that we have people such as yourself…representing the best in civic pride and duty to our citizens and to our city,” he noted.
DISB recognizes Evelyn Carmen for her outstanding contribution toward the realization of the agency’s mission.
Any District resident who needs help or advice pertaining to the insurance, investment or banking industries, please call DISB at (202) 727-8000.