Posted by Roadie_MD on 4/12/12 7:30am
Msg #417662

I did a boo-boo....

I made one of my best customers mad at me and I wanted opinions on what, if anything, i should do about it. This is the company that will not allow phone calls to be made to the borrower. Not only did I call the borrower but I changed the signing time to an hour earlier. Later I got an email from them saying the signing was cancelled. When I called the borrower to tell her the signing was cancelled she told me the LO had just called to go over the numbers with her and said that the notary would be there in the morning. I told her that was just what I had been told and that they were probably going to send another notary.

Should I apologize to them? I even thought about offering to do a job for free. I do about 10+ a year for these folks (although this was the first this year) so I really don't want to lose them as a customer. I am in a pretty unsaturated area, notary-wise.

Reply by Lee/AR on 4/12/12 8:06am
Msg #417665

Know who you mean. IF you ask them, they will allow you to call. I don't do many for them, but after having the experience of showing up without a call and finding out that the company had screwed up the appt. time (8am was really 8pm & one signer not available)--you better believe I'm calling every time. (I did receive double pay.) "Need directions" is a good reason...and, around here, quite true.

And, if you call and the B would prefer an hour earlier....well, gee, isn't service what this is all about? On the 'wrong time' one above, after talking to the B waaaay too early, WE agreed to meet again at 'earlier than 8pm....like 3:30pm' and that was conveyed to hiring co. who did change the appt. time.

Personally, to me, 10 a year would not be worth a freebie. An apology might help, but only if you're 110% positive that your call/time change was the reason it was cancelled. Otherwise you're in an open mouth/insert foot position.

Reply by snowflake/PA on 4/12/12 8:53am
Msg #417670

Agree totally with Lee. I won't go to a closing without having first introduced myself to Borrower, confirm time and obtain directions. We, too, have alot of the same streets names within some of the counties. And, sometimes the Borrower cannot close at the time assigned by TC or SS. Or better yet, they are aware of the closing altogether.

Reply by 101livescan on 4/12/12 8:08am
Msg #417666

It was first the LO who is pissed because he perhaps wants to make sure he is available during the signing event in case he's needed. Then, he hollered at Title and told them how pissed he was.

What can you do about it? Probably not much, LOs work very hard these days to get deals and make deals happen, the Title Co has to deal with many personalities and prima donas. Just another snafu to distract them from the burgeoning work load they already have.

The notary should not be the one to throw a wrench in scheduling. They really mean it when they say, "Don't call the borrower."

Chalk it up to experience. We all have little road bumps along the way.

Reply by MonicaFL on 4/12/12 8:48am
Msg #417669

Well, when they tell me NOT to call the borrower - my first thought is - what's wrong with this loan? Is it going to close because the borrower is not aware of any changes that have been made?

I always tell the scheduler that there is no way that I can commit to a closing where I cannot call the borrower for driving instructions - we have many similar named streets in this area and one letter out of place in an address can throw everything out of wack! Then, if the scheduler is adamant about me not calling the borrower I just come out and ask them - what's wrong with this loan that you don't want the borrower to know about until I get there? And, then I refuse the closing. Simple as that.

Reply by Gina/VA on 4/12/12 9:37am
Msg #417678

I totally agree with Monica. I cant imagine not contacting a borrower to confirm time at the very least.

Reply by Linda_H/FL on 4/12/12 9:46am
Msg #417679

They allow you to contact borrower AFTER they've

gone over final HUD and terms with borrower

I make it clear when I take the ssignment that I cannot print or to go signing until I can contact B - they've never had a problem with it, they give me the lender number and the lender contacts me once they've spoken with B to let me know it's clear to call.

My thought (and feeble memory) is that this is preventative damage control - issues with notaries giving bad info over phone to B and blowing deals..they now take control and, honestly, for me it's not a problem. I've not had problems at the table with their deals - their Borrowers are well informed.

Reply by Linda_H/FL on 4/12/12 9:46am
Msg #417680

Sorry...s/b "print or go to.." n/m

Reply by JanetK_CA on 4/12/12 6:06pm
Msg #417731

Re: They allow you to contact borrower AFTER they've

I agree about needing to confirm with a borrower before printing, let alone traveling, although I've made an exception on occasion for good clients who tell me they've personally spoken with the BO, who is expecting me. HOWEVER, I had two opposite experiences this week that relate to that situation.

The first was a situation where I was unable to reach the borrower. (Turns out he sleeps days.) I was also unable to reach the tc after hours (their time), when I was going over the docs. There were what appeared to be errors on the vesting and there was a non-borrowing spouse. I had no indication that she was going to be there and couldn't reach anyone to find out. I'd heard from the client that the BO was going to be there, so I went. He showed (actually, he returned my call 5 minutes before the appt. time), but the wife wasn't there. We went ahead and signed anyway in the hope something would fly. (BO said he was sure that his wife didn't have to sign anything the last time they refi'd.) Ended up in a redraw and another appointment the next day.

With another one, when I confirmed, I asked the senior single borrower if she'd gone over the HUD with her LO yet (I don't word it that way), and suggested that that would be a good thing to do so before we met. (She was short-to-close.) At our appointment, she couldn't thank me enough for suggesting that, since there was an issue with her HO insurance. She had spent 45 minutes on the phone with him, but had it all worked out before I got there - and she didn't have to come up with any money. I don't think she was nearly as happy as I was, though!

So I'll give props to this company for wanting someone to go over the HUD with the BO in advance of the singing appt. I wish all companies would insist upon that. It's a shame, though, that they think they have to refuse to allow the notary to contact the BO beforehand in order to accomplish that. In trying to prevent one problem, they are potentially creating others.

Reply by Linda_H/FL on 4/12/12 8:37pm
Msg #417750

One of my firm reason for sticking to my guns about

contacting the borrower in advance (different company):

Had a signing - I'm told no contact necessary - they're expecting me... I say "well, I'd prefer to call if it's okay to get accurate directions as we're very rural here" - get phone number and go-ahead to call - turns out borrower is not even in the state - they were on vacation in wherever they were...

Lots of time and printing averted...so I always make sure I can call....if it's a definite, non-negotiable "no", then I don't accept the assignment....my ability to make advance contact with the signers is non-negotiable for me too UNLESS the company will pay my full fee no matter what.

JMO

Reply by MW/VA on 4/12/12 10:19am
Msg #417683

I stopped working with that co. a while back. I DON"T GO TO

APPTS. I CAN"T CONFIRM. With this co. I did that once, got there to find out the borrowers had cancelled earlier in the day & I was never notified. They were the one's who were pissed.
I don't like it when the attitude is that we are going to do something to blow the loan. How about respect for my time, costs of printing, etc.
Like anything else, I decided I couldn't do my job well under those guidelines.
Also, they re-nigged on paying me a print & trip fee for the appt. I mentioned above.
I am not an employee of the lender or LO. IMO, if they can't sell a solid loan I'm not interested in helping the situation at this end. I wonder if they'll ever realize we're all on the same team! LOL

Reply by notary4az2 on 4/12/12 6:25pm
Msg #417735

Re: I prefer to confirm

the appointment because I work a county that is very rural. I had an appointment with this company and went without calling, got there 15 minutes early and no answer at the door and it was at 8am. When I called in they tried to call the borrower and no answer on the phone. I also tried to call the borrower after I convinced the company to give me the number and no answer, reknocked at the door, no answer. They told me to leave and guess what..15 minutes later and 15 miles later the company wanted me to go back as they got ahold of the borrower. I told them I had moved my next appointment up and could I go back after that appointment. They immediately cancelled the appointment and have not called back. I never got paid for that appointment either ---- Soooo I prefer appointments that I can call and verify that they will be home and I don't have to waste my time.