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Irate borrowers, how much do you take?

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T O P I C R E V I E W
jbelmont	Posted - 12/01/2012 : 3:00:00 PM I was reading on NR that a borrower was yelling at the notary because his figures were wrong. The signer started out bullying the notary before he ever saw the documents. Then, the signer was informed to call the lender. But, lenders aren't always there. In any case, it is not the notary's fault if a loan has bad figures. HOWEVER, this problem could have been avoided had the notary gone over the figures over the phone with the borrower during the confirmation. In any case, how much abuse to you take before you cancel the appointment and say, "We're done -- thank you -- please call your lender to have your documents redrawn or a new signing scheduled". Then walk out with the loan documents and leave them with the borrower's copies.
14 L A T E S T R E P L I E S (Newest First)
micheler96	Posted - 04/23/2013 : 5:03:09 PM quote: Originally posted by DianaNotary yes, it is not the notary's responsibility to check the HUD with the borrower prior to the signing.... First, it is not our business to do so! Second, we are not paid to spend time on this! (It's the LO who gets the big bucks ) poor notaries get to bear all of the &^&%$# and are the least paid... too sad... http://www.DianaNotary.com Agreed !!!! Michele Ryan
DianaNotary	Posted - 04/23/2013 : 4:47:00 PM yes, it is not the notary's responsibility to check the HUD with the borrower prior to the signing.... First, it is not our business to do so! Second, we are not paid to spend time on this! (It's the LO who gets the big bucks ) poor notaries get to bear all of the &^&%$# and are the least paid... too sad... http://www.DianaNotary.com
micheler96	Posted - 04/10/2013 : 12:37:46 PM AGREED!!!!! quote: Originally posted by NotarySharon I NEVER go over figures on the phone with the borrower. First of all, I seldom get docs before a couple of hours before closing, and barely have time to get docs printed for appointments. Also, and most importantly, the loan officer should go over everything prior to me getting to the appointment. I will go over figues at the signing. Sharon Hopkins Michele Ryan
micheler96	Posted - 04/10/2013 : 12:35:00 PM When confirming an appointment, I rarely have docs let alone a HUD-1 to go over #'s. It's still the LO's responsibility to go over the #'s w/ a Borrower. quote: Originally posted by jbelmont I was reading on NR that a borrower was yelling at the notary because his figures were wrong. The signer started out bullying the notary before he ever saw the documents. Then, the signer was informed to call the lender. But, lenders aren't always there. In any case, it is not the notary's fault if a loan has bad figures. HOWEVER, this problem could have been avoided had the notary gone over the figures over the phone with the borrower during the confirmation. In any case, how much abuse to you take before you cancel the appointment and say, "We're done -- thank you -- please call your lender to have your documents redrawn or a new signing scheduled". Then walk out with the loan documents and leave them with the borrower's copies. Michele Ryan
Yvonne	Posted - 04/10/2013 : 11:37:05 AM I learned very quickly in this business how to diffuse the irate or constant complainer. I actually let one borrower complain the whole time we were signing. I was new and did not want to ruffle feathers, however, I left exhausted and with a bad attitude. NEVER AGAIN, I now stop at the first sign of complaining, put down my pen and say, I am hearing you are very unhappy with your LO, however, I am not the reason and please do not take it out on me. If you are unhappy we will stop signing now and you can work it out with him OR we can continue and everyone will be happy, with no complaining as I can't change the deal for you and I can still go home with my great attitude. I am not rude or sarcastic and them seem to get the picture right away. As for irate borrowers,I have had a couple, actually left one signing and refused to go back the next day. He wasn't really mad at me but at the situation, so I just packed up and told him he would have to work it out with his LO and left. The other I could not reason with no matter how good my skills and he started yelling at his wife. I simply got up and left.He seemed the violent type I think he was still yelling at his wife as I drove off. The best was at a Reverse Mortgage where all the kids gathered to try and talk Mom out of signing and badgered me with what if's. I had enough and told everyone this was Mom's decision and I was not the one they should beat up as I am just the notary, wrong thing to say as the daughter in law said "right, JUST the notary." That was enough, I looked at MOM as if to say get her out and she made them all leave. Two weeks later I wondered if that house was damaged by Hurricane Sandy as it was an area hit hard by Sandy. Yvonne
Lee-AR	Posted - 03/13/2013 : 10:44:30 PM A 'hold harmless' statement goes a long way towards defusing abusive behavior. It's only happened 3 times in 20 years and ended pretty rapidly when I started packing up and said they should discuss their issues with their LO and reschedule when they are up to speed on everything and ready to sign. However, I'd never leave a copy package with them. If you don't value your time and experience, nobody else will.
jbelmont	Posted - 03/12/2013 : 1:42:16 PM It sounds like it is time for a HOLD HARMLESS agreement!
Diana	Posted - 03/12/2013 : 11:39:40 AM I had 1 man 1 time threaten to Sue me because the numbers were incorrect on his HUD, I explained to him that I did not work for the bank and his LO should have went over everything with him prior to the closing appointment.. He told me That I better learn my job description, I am Notarizing his doc's saying that ALL info in the doc's is true and correct!.. He said he cold sue me for forcing him to sign doc's that were incorrect!! Needless to say I was Pissed! No matter what I explained to him, he would not listen. So I stood up, collected the loan doc's, put them back in my brief case, he then got mad and started yelling at me to sit down! I got in his face, with my finger and said (very sternly) I am not your damn dog or wife, I defend myself, dont you dare talk to me like that!! This closing is done!! As I walked out he continued to try and get me back to the table.. I walked out, went to my car called the SS and explained what happened and instructed them to pay me in full for dealing with such an ignorant, nasty client.. They Agreed and paid me in full!! Don't ever Let some borrower talk down to you or threaten you, respect yourself above being treated like a whipping post for a hundred + dollars!!.. I will never let anyone do that to me, I dont care how much they pay me!!
micheler96	Posted - 03/05/2013 : 11:45:43 AM I've taken my share of abuse from LO's & Borrowers alike. Reason being I made an investment of my resources, my time & I needed the job. I tolerated a great deal so I could make my money. It took me years to get the confidence to manage these situations. I got a reputation for handling difficult situations until one day. The Borrower worked for the LA DA's office as an Admin Sup. This 6'6, 300 lbs, Black Man, in his 40's, slammed his hand on the table, stood up, yelling @ the LO on the phone & then accused me of working w/ this LO. I completed the signing, contacted the SS & said, NO MORE W/ THIS LO. I got more grief from this LO's Borrowers than anyone else. NOT COOL. Fear of loosing work because of difficult people was greater than being able to walk away. Michele Ryan
micheler96	Posted - 03/05/2013 : 11:39:35 AM A SS gave me an order. I called all the contact #'s. I left v/m's then got a hold of the "wife". She completely freaked out, because I called her @ work. She wanted to know how I got her #. She told me I was very unprofessional for calling her @ work, how did I get her work #. I'm like someone gave it to me. I just need to set up a time. Well, she wouldn't let it go. I called the SS & told them, she's upset & I wouldn't deal w/ this signing. This is the 2nd time I had a situation like this. Not again. Michele Ryan
micheler96	Posted - 03/05/2013 : 11:36:13 AM I had a SS provide "contact" info for a borrower. (I got the order 2 days prior & docs 2 hours prior to the signing time) All of which was wrong. I showed up anyway. However, the person who arrived @ the home, identified herself as the Borrower. Only to discover, she wasn't. She was posing as her sister, because she wanted to know about the loan. This person then, stated she wasn't going to sign the documents, because she didn't know about the signing. So, I got up & went to my car. Then she continued to freak because I was leaving. I called the SS left several messages. While getting into my car, the real Borrower showed up & I told her I couldn't reach her. She was sorry she was late & yes the contact info was wrong. The Borrower signed, dealt w/ her crazy sister, who took my picture, asked ?'s of me, I refused to answer & her sister told her to leave me alone. Michele Ryan
mapsypam	Posted - 12/17/2012 : 4:13:28 PM I guess this is where my 15 years as a bartender comes in REALLY handy. I have a natural ability to calm people down. But being up front from the start will let them know that you (the notary) are NOT the person to be mad at! Pamela Philyaw
edelske	Posted - 12/11/2012 : 07:51:29 AM As a general rule most assignments do NOT want a borrower copy left behind unless the signing is completed. As to abuse: At the FIRST sign of hostility, raised voices or aggressive conduct the borrower is told such behavior will not be tolerated and unless ceased - I will depart immediately. Notary Signing Agent fees do not include "whipping boy" services. Kenneth A Edelstein Mobile Notary, Apostille / Legalization Processing & Fingerprinting http://www.kenneth-a-edelstein.com
NotarySharon	Posted - 12/05/2012 : 5:10:54 PM I NEVER go over figures on the phone with the borrower. First of all, I seldom get docs before a couple of hours before closing, and barely have time to get docs printed for appointments. Also, and most importantly, the loan officer should go over everything prior to me getting to the appointment. I will go over figues at the signing. Sharon Hopkins