Thanks for having the courage to post your experience here.  I doubt you'll be falling for any of their calls again!
This type of policy screams (sorry for bad pun...) red flag to me. I can't think of a single solitary justification for that requirement beyond an excuse to get away with paying someone less. Of course, we try to respond asap with confirmation reports, but as Mung said, he had another appointment to get to. As we all know, we have no control over traffic, late borrowers, calls to LOs - or any number of other issues that might make an appointment run longer than we expect. I don't see how an additional 20 minutes in the evening after most have left work for the day should be grounds for a fee reduction!
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