Posted by Roadie_MD on 8/22/13 4:42pm
Msg #481579

missing document - what would you do?

I was contacted yesterday from title saying an affidavit was missing from a signing package I did a few days ago. This doc was included in the e-docs they sent me and I have it written in my journal, so at this point I am 99.9% sure that it went back. Well they tell me it's not there and they're kind of being jerks about it, so I tell them I will go back out as a professional courtesy because I value our business relationship. I figure I will just suck it up, but I'm a little miffed because they didn't even thank me. They pay better than average and quickly but I only do a few a year from them.

So I get out to the borrowers' house and they just received their bound package of signed documents from the title company. Of course I took a look through, and--lo and behold--inside is the signed doc they said was missing. So my question is, do you think there is anything wrong with sending them an invoice for my trip fee?

Reply by MW/VA on 8/22/13 4:45pm
Msg #481581

Your call. You were right, of course, but only you can

decide whether it's worth making an issue of.

Reply by HisHughness on 8/22/13 5:17pm
Msg #481586

Issue? Of course there is no issue.

You performed a service at the request of one of your customers. The roles are: You provide the service, they pay for the service. Doesn't matter whether they might get miffed; would you be miffed at the restaurant because it expected you to pay for the wrong meal that you ordered and the restaurant prepared and served?

Send them an invoice for the trip. At that point, the ball is in the customer's court: They pay it as they should, or <they> paint themselves as jerks.

Second-guessing yourself on something like this is dumb.

Reply by Lee/AR on 8/22/13 5:39pm
Msg #481588

Agree w/Hugh

Don't be a jellyfish. They're wrong; they pay. Simple.
Qualifier...IF they were a regular, well & timely paying client, I 'might' (if it was really close) just let them know it wasn't my mistake, but I got it done as a good will gesture which I trust they appreciate. As you indicated they are not as stated above---darn right they'd know about it and pay me for the accommodation of their goof up.

Reply by MW/VA on 8/22/13 6:50pm
Msg #481593

Good advice, Hugh. n/m

Reply by Darlin_AL on 8/22/13 5:17pm
Msg #481585

If the travel is what you consider close, or you added this while you were in the area already--my vote would be don't raise it, OR, you can raise it w a vendor coordinator person as "I don't want my track record to appear that I'd missed this..." A scheduler for a large co may not be able to approve and add'l $ for you, so you'll have to find the appropriate contact. But the facts as you now know them should be brought to someone's attention. Maybe save the rest of us from your situation & nip bad communication/document review in the "bud". Very likely whoever or whatever process had you being contacted is flawed. (One of my semi-retired-from job titles is Document Specialist.)

Reply by Mary_in_VA on 8/22/13 7:29pm
Msg #481598

Would you keep us informed as to the final resolution of this, and, possibly, at your discretion, the title company involved if it is not satisfactorily resolved?

Reply by Roadie_MD on 8/22/13 7:45pm
Msg #481599

It was my plan to invoice them, I just didn't want to shoot myself in the foot. As usual, it's easier to just 'blame the notary'. I sense that this will be resolved amicably and maybe people were just stressing because of month-end. No excuse for not double checking for the missing document though. thanks everyone for the input and I'll keep you informed.

Reply by Marian_in_CA on 8/22/13 10:06pm
Msg #481612

I'd do more than that...

Whether you choose to bill or not... I'd call them and outright tell them they were WRONG. They should not get away with it. If they lost or damaged the original, all they have to do is say, "Hey, we have a problem...can you back?" There's no harm in that... these things happen. But to have them be snippy with you and accuse you of losing it? That' sjust not right and you shouldn't let them get away with it.

It's an issue of integrity. Do you want to work for a company that will lie to you to get a file closed?

Reply by MonicaFL on 8/22/13 9:47pm
Msg #481606

Well, I think I would have called the TC and said I was at the borrower's home and that they had just received their documents. I looked thru them and lo and behold there was the document that they said was missing and I would offer to copy it and fax it back to them. I would tell them that I will get the borrowers to sign the "new" said document again but it will have the current date on it and fax it back to them at the same time. Wonder what they would have said to that - if anything.

Reply by Vincent Spilotro on 8/22/13 8:25pm
Msg #481601

I'd just call them and explain the situation, be nice, and ask for a trip fee. If they refuse, I wouldn't make a stink of it. Remember, they are sending you work. Sometimes you have to eat it. Im sure you have mad mistakes to. If this happened constantly, that would be different. =)

Reply by Vincent Spilotro on 8/22/13 8:26pm
Msg #481602

*** made mistakes too. Typo, arrgh!

Reply by rolomia on 8/23/13 3:01pm
Msg #481670

Like most other replies suggest, I would be nice. But, I'd also bring to their attention the fact that the error wasn't mine. They'll probably delete you from their database, even though the error is theirs. What I find disturbing is that you're still willing to work for them, if they are so callous and unorganized (read "incompetent"). I would never tolerate such disrespect. But, it sounds as though youy have more patience than I would have, in same-said situation. I would have posted the issue on Signing Central and brought the matter to the attention of the lender. But, that's just me.

It sounds like some of you would accept the blame for THEIR mistake. I wonder: would you also get on your knees and beg them to mistreat you further? In that case, call me: I have 3 acres of weeds that need to be mowed. I'll let you pay me $100 per acre for the privilege of working for free. Oh! And, you have to do it on your knees with a pair of dull scissors. JMHO

Reply by HSH/WA on 8/22/13 8:39pm
Msg #481604

Re: Bill them, you'll never get a better case. n/m

Reply by Linda_H/FL on 8/22/13 9:57pm
Msg #481608

Depending on how badly you want them to continue to

call....I don't take the rap for thing I didn't do - here's what I'd do

Get the new one signed with today's date.

You said the borrowers had a "bound" copy set - open that copy set, still bound, to the signed missing doc - take a pic of it showing the doc in the bound set.

E-mail the company the new doc signed with today's date along with the pic of the bound signed old doc. Also include your invoice for your fee for covering their oversight. If they didn't pick up the tab for return shipping, include that fee on your invoice too.

Good luck - hope you get paid for this...you deserve it

JMO

Reply by Marian_in_CA on 8/22/13 9:59pm
Msg #481610

Pretty much what I'd do, as well. n/m

Reply by Marian_in_CA on 8/22/13 9:58pm
Msg #481609

I think this would depend on my client. If I liked them a lot... I'd probably just eat the costs of the return trip. BUT... I would be darn sure they knew that I was doing them a favor, that they were the ones who made the mistake. I would definitely point out the error and tell them I did not appreciate being accusd of making a mistake... HOWEVER, I might tell them not to worry about it out of good faith, IF and only if, it were a client I liked.

If it's a client I didn't have a lot of work with or had a sketchy history... no dice. Not only would I tell them it wasn't my fault, I'd send them a bill and expect it to get paid.

If they were being jerks about it? Yeah... they're gonna pay for the trip.

All too often, docs go missing or are misplaced, get coffee spilled on them, torn in scanners...whatever.... and the go to solution is to blame the notary, accuse them of doing something wrong in the hopes of gettin git fixed. And, sadly, a lot of notaries just go ahead and do it because they're afraid of losing business. Well, that's nonsense.... stick up for yourself. Don't take the blame for something that isn't your fault. All that does is muddy your integrity. Make them face the consequences of their actions or mistakes.

Reply by HrdwrkrVA on 8/22/13 10:18pm
Msg #481614

That's happened to me about 3 times in the last 10 yrs. Now

put a binder clip on that sucker & it DOES NOT get removed during signing! I never did, but sometimes BOs want to take it off for the 1003 or b/c they're lefties, nut NO DICE!

The 1st time it happened was on Xmas eve - late & clip was NOT removed & BO & I happened to converse about the doc as he was signing it. I KNOW they just spilled coffee on it, etc...even the BO remembered signing it & the conversation about it.

The 2nd time, I had no proof, although once again , that clip DID NOT come off!

The 3rd time, I stood my ground & they miraculously "found it".

I once had a TC claim:
- I forgot a page - I still had the file on my PC & it was NOT in the original file
- when that didn't work, he tried to say I blasted him in front of BO (about a mistake he made), but I had him on speaker, so BO backed me up.

Turns out he had missed a couple of pgs & was trying to get out of an extra trip fee! He actually whined to me: "I guess I'll have to pay for another trip fee"! The scumbags you run across in this business...!

Reply by Marian_in_CA on 8/22/13 10:44pm
Msg #481615

Re: That's happened to me about 3 times in the last 10 yrs. Now

No offense, but I'm a lefty and if a notary told me they wouldn't remove a binder clip so I could sign... that notary would be out my door in a nanosecond. This is especially true because I'd want to photocopy some of the documents before going back with the notary. I have every right to do that if they're my loan documents.

In the case described here, though... the doc was signed and went back correctly. They even copied it and sent the copy to the borrowers. Sometime after the copy was made and now, that one page was lost. That is on whoever had the package from that point forward, not the notary.

Reply by Lee/AR on 8/22/13 11:38pm
Msg #481617

Keeping docs in binder clip while signing must be awkward

I just can't imagine the logistics of that process.
OT...coolest signing I ever had: He was right-handed, she left-handed and they sat side by side and signed simultaneously. I couldn't stop grinning.

Reply by NVLSlady/VA on 8/22/13 10:09pm
Msg #481613

This is where I pull out my journal

as you did - and I read to them ALL my notarizations; now if all docs are returned in pckg, WHY O WHY is this one doc "missing"?

I, too learned this lesson and that is why it is SO important to write the Exact document name in the journal entry (I got lazy a couple of times and used one-word descriptions or abbreviations).

If the doc is recorded in my journal with all the others, I do not go back out without a trip fee.

Professional courtesy is good and all that, but services without compensation is a stab in my side

Reply by Notarysigner on 8/23/13 11:39am
Msg #481649

Re:Excellent reason for listing all notarization journal!!! n/m

Reply by HisHughness on 8/23/13 3:44pm
Msg #481676

Re: This is where I pull out my journal

*** that is why it is SO important to write the Exact document name in the journal entry***

Title of document in Texas HELOC closing packet:
Owner's Affidavit Acknowledging Lender's Compliance With Constitutional Requirements To Provide Owner a Copy of the Loan Application and Early Finalized Disclosure of Actual Fees and Charges (Section 50(a)(6)(M)(ii), Article XVI, Texas Constitution)

I'll take my chances with a two-three word description.

Reply by NVLSlady/VA on 8/23/13 10:02pm
Msg #481702

Re: This is where I pull out my journal

Owner's Affidavit Acknowledging Lender's Compliance With Constitutional Requirements To Provide Owner a Copy of the Loan Application and Early Finalized Disclosure of Actual Fees and Charges , aka

"OAALCCRPOCLAEFDAFC"

You're right. I'm with you there (what kind of an acronym anyway has 20+ letters incl prepositions??)

Reply by Buddy Young on 8/22/13 11:39pm
Msg #481618

That happened to me once where the SS called me and said the ack on the DOT had coffee stains on it and ripped. First of all I or the borrowers don't drink coffee while signing so my reply was " Bull Shit" If it was ruined you did it and I will go back and execute another one at an additional fee. Never heard another word about it.