Posted by cmd_NH on 11/25/05 6:35am
Msg #78579

Holiday office closed....causing big problem!!!

Got a call Wednesday from SS..Want me to do a signing on Friday...No problem...they agreed to fee...received confirmation...Confirmed with Borrower....went to another appointment Wednesday and got home late....I checked my email, saw that the docs were there from TC, decided because it was late and I was tired that I would open and print Thursday morning. 7 am Thursday morning opened docs...ready to print but...........looked at the docs and they are for someone with the same last name, different first name and from another state. Also the date on the docs is for last week. Called all numbers and emailed twice, left messages. Received auto response that the office is closed Thursday and Friday.....Called again this morning....left message....Now what???? Suppose this will be my fault.

Reply by NM_CO on 11/25/05 7:44am
Msg #78587

NOT your fault. Is there an emergency contact on the confirmation?

This is what I would say to yourself if there is not an emergency contact, "oh, well". Because it is their responsibility to make sure you have correct docs to begin with and if they do not give you any ER contact info, tough poop for them!

Reply by cmd_NH on 11/25/05 7:51am
Msg #78589

The TC had after hours cell #'s for 3 people. I called all of them and left voice mails. Nothing yet. Called the SS #, only one on the confirmation and left voice messages. Nothing from them yet either. Emailed SS, got auto response of office closed. No reply from TC yet. I will wait another half hour for some response, but there's no way I will make the appointment on time now....it's almost 2 hours away and the appt is at 11. Still have to download and print docs if they ever send them.

Reply by Art_MD on 11/25/05 7:52am
Msg #78590

I'd look at the problem as it affect me. If I don't have docs, I can't do the signing and make money. Sure "tough poop" on them - doesn't make me any money.
Art

Reply by cmd_NH on 11/25/05 7:56am
Msg #78592

True Art, but I feel bad for the borrower....If I confirm the appointment, I expect to follow through....it's so unprofessional...and that's not the rep I want.

Reply by LawrenceOK on 11/25/05 8:00am
Msg #78593

Depends on what you consider late. You should have at least viewed the docs Wednesday night. You may have been able to get a hold of someone then. I agree it is their responsibility to get you the correct documents. Be sure that you keep the borrowers updated.

Reply by NM_CO on 11/25/05 8:03am
Msg #78595

Cmd, I commed you for wanting to keep a good rep going and be professional. Sounds like you have done all you can do and to make the borrower feel more comfortable and to let them understand what is going on, let them know what you have done but in a professional way so you don't make the tc and ss look like idiots.

Reply by cmd_NH on 11/25/05 8:05am
Msg #78597

So....any recommendations on how to explain this to the borrower????

Reply by NM_CO on 11/25/05 8:11am
Msg #78598

Cmd - Lol.

Goodmorning Mr. Wonderful (client),

Hope you had a great Thanksgiving. I'm calling to let you know I was in the process of printing your documents and come to find out they are for a different client. On behalf of the tc I'd like to apologize for any inconvenience this may cause. At the moment, I'm doing my best to contact the escrow officer to get this corrected so I can be there on time. Due to the holiday they are running on a skeleton crew and I haven't heard back yet but as soon as I do I will call to update you on the status and again I apologize. This is a rarity but does happen once and awhile and I'm doing my best to make sure we can get this corrected so we can get you closed by today.

Or something similiar along those lines.

Reply by cmd_NH on 11/25/05 8:22am
Msg #78599

Thank you! That is pretty much how I was going to handle it. Hopefully I will hear from someone in the next 20 minutes, so I can at least try to reschedule when I call. We'll see!!

Reply by NM_CO on 11/25/05 8:25am
Msg #78601

Give it a little time. It's almost 9:30 where you're at so I would say by 10:30 if you haven't heard back from anyone to call Mr. Wonderful then.

Is the LO's phone number on the confirmation? I'm assuming it is and you have already tried that. If not, what about on the application? It could be that there was just a data entry error but the LO is correct on the app.

Reply by cmd_NH on 11/25/05 8:34am
Msg #78602

Good news!

Finally had contact with the TC, she apologized and is going to the office to send me the correct docs. Called the borrower and left voicemail that I had to reschedule and would try to do it when it's convenient for them. Thanks for all your help!

Reply by sue_pa on 11/26/05 9:15am
Msg #78723

disagree

I would never tell a borrower that you had someone else's loan docs - they will then fret & wonder who has theirs. No reason at all to plant that seed into someone's head as some people (my sister) are absolutely freakish about privacy issues. I would tell them you don't have their paperwork and then on with the rest of your ... on behalf of the tc ...

Reply by cmd_NH on 11/25/05 8:03am
Msg #78596

I didn't get home till midnight...too late to call anyone then. Besides, this has never happened before. I figured that I was okay, cause the docs were there. I guess I should have known better. Live and learn!