This week presented a challenging situation. I had two assignments scheduled on the same day with Rocket Close. During an IPEN closing, the platform did not allow the borrower to input “N/A” on blank lines of a Signature Affidavit. In Florida, Notaries are prohibited from notarizing documents with blank lines. I contacted Rocket Close’s tech support, who informed me that the issue could not be resolved. Interestingly, the platform allowed two lines to be correctly completed but removed data from two other lines, resulting in a popup box stating, “signature rejected.” Eventually, we managed to complete the order.
In my second assignment, a hybrid order, we were able to complete the paper portion but could not access the Clear Sign application. Despite numerous troubleshooting steps, the order was canceled and converted to a mobile signing. Rocket Close assured me that I would receive a print and trip fee. However, I disputed this and requested full payment. Vendor Oversight denied my request.
On Monday morning, I sent the following email to Vendor Oversight:
“Hello Vendor Oversight,
There is a sense of urgency for your reconsideration of a payment decision. This coming Monday, I am scheduled to drive over an hour to perform a hybrid loan closing for your company. Over the years that I have performed loan signings for Rocket Close (formerly known as Amrock/Quicken Loans), I have always strived to maintain excellent relations with your organization, and that commitment remains unchanged. On previous occasions, similar events resulted in full payment, allowing us to continue business as usual. I need confirmation that this standard has not changed.
Yesterday, internal issues with the Clear Sign platform caused errors and restricted my access. I request that my claim for full compensation be reconsidered and paid. My expectation is to receive complete payment for Rocket Close assignments regardless of borrowers’ decisions or any internal technical issues, as these situations are beyond my control. Compensation should not be discretionary; it should reflect the tasks I accomplish, such as travel, contacting the borrower, verifying the borrower’s identity, performing notarial acts, witnessing signatures, and handling administrative tasks. Just as your employees are compensated for their work, I believe I deserve the same. Thank you in advance for your prompt attention and response. Below is a snapshot of the Clear Sign Signing Agent portal.”
I had a 5 pm Hybrid signing that required an hour’s drive, which I canceled due to concerns about the company’s payment practices. I conveyed my reasoning for removing myself from the order to Rocket Close. Thirty minutes later, I received an email from Rocket Close stating: “We have added a full fee on the 04/11/2025 order.”
In business, companies do make mistakes and systems occasionally fail. The denial decision occurred because the first representative I spoke with on Friday afternoon incorrectly stated the issue was a “Notary” error. Fortunately, I had documentation proving the error was on Rocket Close/Clear Sign’s side. Additionally, I had a positive conversation with Kevin Carmack, a Rocket Close representative, who took full responsibility for addressing my concerns to Vendor Oversight.
Agree. The only time I will accept a partial payment is when the Signer is a no show. And exactly how ‘partial’ depends MUCH upon mileage/drivetime, which is often the biggest part of the fee. Rocket et al is usually very good about this. Altho’, they are quick to label it ‘notary error’. Seems to be their default unless you discuss it nicely with them–which you did very well, btw.
The old proverbial saying, “you can catch more flies with honey than with vinegar”.
Agree with both cfletcher and Arichter. Good letter, cfletcher!
One can disagree with someone and still be professional and respectful about it. Something I’ve always taught my daughters and granddaughter: Give respect, get respect.
Cflectcher: Congrats on your delivery, being recognized as a professional and getting your point across, thus being amply compensated!
Yes! PROFESSIONALISM AND KINDNESS in business is the way to go. Always. You addressed the issue head on like a trusted professional.
THIS IS HOW YOU EARN A GREAT REPUTATION WITH HIRING COMPANIES! I applaud you and thank you for sharing your experiences here. May all the new notary signing agents reading your post pay close attention to the way you successfully resolved the issue without resorting to screaming, name calling, threatening, or bashing online. You remain cool, calm, collected, and provide clear undisputable documentation and a reasonable resolution. Your post provides yet another excellent lesson for newbies to learn how to effectively resolve payment disagreements without offending anyone or burning bridges.
@cfletcher Concur 
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Update on this event. When I post about any of my experiences, I will if possible provide a follow-up on the outcome. Today at 10:41am, I received the following communication from Rocket Close: “The full payment will be issued for this closing. Have a great day!” Kudos to Rocket Close!