We have noticed that customers from NY FIXED RATE haven't received the Welcome Letter and we are aware of the issue and have escalated to be resolved. In the meantime you can utilize the following script to educate the customer on this matter:
I understand you're waiting for your NY fixed offer welcome packet. We're aware of the delay and our transactions department is working to resolve it. We can email you a copy of it as soon as it's available. Can you confirm your email for me?
If you have any other concerns, feel free to contact HD for further assistance.
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