Couldn’t agree more about the value of a solid digital trail—email receipts have saved my clients and me from all kinds of headaches. I do wonder, though, if sometimes the follow-up calls get lost in the shuffle, especially when you’re dealing with large servicing departments. I’ve had cases where someone confirmed receipt on the phone, but then nothing moved until I sent a written follow-up. Maybe it’s just the nature of these systems, but written confirmation seems to carry more weight. Still, keeping notes from those calls can be a lifesaver when things get murky.
Maybe it’s just the nature of these systems, but written confirmation seems to carry more weight.
Totally get what you mean about written confirmation. I’ve had a few “phone black holes” myself—someone says they’ll handle it, then poof, nothing happens. I started treating every phone call like it’s just the warm-up act and the real show is the email that follows. It’s kind of wild how a quick “per our conversation…” email suddenly gets things moving.
I do keep a running doc with call notes, though. Not fancy, just a Google Doc with dates and who I talked to. Came in handy once when a servicer tried to say I never called about an escrow issue—sent them my notes and timestamps, and suddenly they were a lot more helpful.
Honestly, I wish these big servicing departments would get their act together, but until then, I’m sticking with my paper (well, digital) trail. It’s not glamorous, but it saves me money and headaches in the long run.
