Posted by lindetteh_PA on 7/17/12 7:03pm
Msg #427192

He said She said..What would you do?

I completed a RM signing for a new client, with a good NR reputation on Friday. Today I received a call stating there was a compliance issue with my docs so I call them back and was told that the Note was not returned with the package, and I needed to go back and overnight the signed Note at my expense. I have been a NSA for 11 years and a member of this forum for almost as long so I have heard it all. I pulled up the email that was sent on Friday and the Note was definatley there on page 43. I then compared it to the email that was sent today and it was the same so I called the SS back and explained that there is NO WAY the note was not returned and the rep told me if I didn't go back and overnight the docs I would not get paid. Now as a business person my goal is to offer excellent customer service but I will not be bullied especially when I know for a fact that the docs were returned. I told the SS that I would go back for a fee and they needed to provide a return label because I could prove the docs were signed and returned and if they were lost it happened AFTER they were returned. I handle every signing the same way after I collect the id's I give one borrower the copies and as I go through my docs they are turning their pages, this way they know they have a copy of everything. I then triple check that all signatures are present and I seal the package in front of them. After explaining all of this and offering to do a three way call with borrower to verify I was told they will call title and call me back. Would you go back for free?

Reply by jba/fl on 7/17/12 7:21pm
Msg #427194

No. Not with that kind of evidence.

What do you bet that they have just "found" the note?

Reply by Barb25 on 7/17/12 7:25pm
Msg #427195

No I would not go back for free. OMG. You are saying that you go through your whole package page by page with the borrower comparing your copy with theirs to show that they have the exact copy of everything. Then you place it in the envelope and seal it in front of the borrower. You are a saint. The FBI would be happy with that procedure.

What did the signing service say to you?

I had a crazy "quality issue" recently. I stuck to my guns. The truth will prevail. Stick to your guns and if need be tell they you insist they involve the borrower to back you up. They are bullying you. I am sorry for your problem.

Reply by GOLDGIRL/CA on 7/17/12 7:26pm
Msg #427196

No-win situation

Going back for free kinda seems to be the least of all this ... unless the signers live really far from you. In any case, I don't know how you can "prove" you returned the note. You can't. Just can't be done. Ever. You might be able to prove the note was signed if you made copies before you returned it, but that still doesn't prove they got it. Anymore than you can prove the receiving agency lost it. This situation is what's called an occupational hazard. You-know-what rolls downhill, and the notary is always at the bottom. So, as far as what to do:

1. Go back out for free and pay for return shipping. (Grrrr. This is insult on injury!)
2. Go back out for free but insist on a a mailing label.
3. Stick to you guns and continue to demand a return fee and return label and see how far you get. Emphasize your veteran status as an NSA and that nothing like this has ever happened before. Be calm. Be professional. Hint alot that there are other possibilities as to the note's disappearance and that it is unfair to automatically assume you are at fault.

If this were a valued client, then, of course, you'd be jumping all over yourself to fix things, but being as this is a new client, one little "screw-up" like this means it's highly unlikely you'll ever hear from them again anyway.

If this were me, I'd "finish" the job, making it clear you accept no responsibility while emphasizing you're doing so only because you are a professional and you don't want to hold things up and make things even worse, but they need to meet you half way by providing a prepaid air bill. That means you'll definitely never hear from them again. Also, they'll probably just deduct the courier fee from your fee anyway.

Pick your poison.

Reply by Barb25 on 7/17/12 7:41pm
Msg #427198

Re: No-win situation

With the ethics this company seems to possess there is no guaranty she will get paid even if she goes back for "free." Me personally, I don't like being called a liar and/or being bullied. How do you not put a whole note in the package.

These people handled this unprofessionally. Nothing will change that. Going back for free will not. And they probably would call again. The real question: would anyone want to work for them again?

Reply by GOLDGIRL/CA on 7/17/12 7:43pm
Msg #427201

Good points, Barb25 n/m

Reply by LINDETTE HENDRICKS on 7/17/12 9:27pm
Msg #427220

Re: No-win situation

I aggree that no matter what I do I might not get paid full fee and No, I may not be able to place the docs in someone's hands but unless the SS believes that I went out side after I sealed the package,(in front of the borrowers) and took out the note, I think my procedure helps my case that I did send it back, which is one of the reasons I"m willing to spend the extra 15 minutes that it sometimes costs me.

Reply by MW/VA on 7/17/12 8:17pm
Msg #427208

The ss didn't get the docs--the tc did. Why are they

claiming you didn't return the Note? You're a seasoned pro, so I'm sure you know there are usually 2 Notes & 2 DOTs in an RM pkg. Do you recall having both signed? I think I would call the tc myself about this if you're sure all the docs were signed & returned to them.

Reply by Linda_H/FL on 7/17/12 8:57pm
Msg #427214

That's along the lines of what I was going to ask

2 notes for a RM - which Note is missing - both of them? If BOTH were missing, well, now I'm looking at title asking "how in the world...??"

Reply by lindetteh_PA on 7/17/12 9:11pm
Msg #427218

Re: The ss didn't get the docs--the tc did. Why are they

That is exactly why I know the Notes were there. I webt over both of them with the borrow. NSA 101 Hud,Note,RTC and Mortgage gets checked and re-checked and it was the 2nd note that was missing (pg43 and all 3 pages missing) no way!! I very respectfully said "I did not do that Sir, and I realize that you may be trying to keep your client happy but I need you to call Title and ask them to look again because it seems a little strange to me that pg 43-47 out of 120 are missing. Ten minutes later I get a call and email with an appology offering a trip fee and return lable. The rep said he was sorry for how things transpired and it was because I responded professionally that he went to bat for me with TC. Seems as though Docs may have gotten jammed in the scanning machine. I just hope the SS lives up to its NR reputation. I'll share the name if it doesn't

Reply by HisHughness on 7/17/12 9:02pm
Msg #427216

I would not return except for a fee

I think it would be a tacit admission that you concede there is a possibility you did not return the note. You're not going to get any business from this company in the future anyway, so the only question is whether you get paid for this signing.

Which note did you supposedly not return, note to the lender or the note to HUD? Or were both missing?

Reply by lindetteh_PA on 7/17/12 9:33pm
Msg #427221

Re: I would not return except for a fee

Hugh I aggree, I think I was more upset at the thought that the SS thinks I made such a rookie move. I know we are all capable of mistakes, but no Note in the package. No Way! by the way it was the lender note.

Reply by Blueink_TN on 7/17/12 9:36pm
Msg #427223

<I give one borrower the copies and as I go through my docs they are turning their pages, this way they know they have a copy of everything.>

Really?

Not me. I keep the borrower's copies as far away from the signing circle as possible. Way to easy to get the packages mixed together otherwise.

Reply by lindetteh_PA on 7/17/12 10:03pm
Msg #427227

Not really Blueink. I am really good at controlling the flow of docs and the borowers are not reading their copies just turning the page and glancing as I read the title of doc and point out where they need to sign. If they have any questions they usually read the doc I place in front of them not the copies. It actually goes alot quicker and smoother than you might think. Plus I triple check docs before I leave.

Reply by MW/VA on 7/18/12 9:37am
Msg #427257

I never give them the borrower's copy until the signing is

finished. It's the last thing I do before leaving.

Reply by Gina/VA on 7/18/12 3:04pm
Msg #427304

Re: I never give them the borrower's copy until the signing is

So do I.

Reply by Jessica Ward on 7/18/12 12:10am
Msg #427237

Similar issues before--agree--always seal pkg @ the table

I also seal the envelope in front of signers, for their security and mine. This simple procedure has saved me many, many times before. I carry extra Fedex and UPS pouches in my bag all of the time.

I offer "if you've misplaced the final document, my fee to re-sign is $____. I would be happy to clear an urgent place in my schedule to accommodate, and could fax it back to you before shipping if needed."