Last Friday, I did a Reverse Mortgage. Nice couple, easy signing, great fee.
Directions from the TC / SS are to drop it in a UPS Dropbox instead of UPS Store after scanbacks. No prob.
Scanned and uploaded from my car, found a nearby UPS dropbox and stuck it in.
Tuesday comes around and I get an email from the TC / SS asking to ship the docs soonest. I tell them I have and check the tracking number which has not registered a pickup.
Wednesday, the TC contacts me again and I make a trip to the the UPS store nearest to the dropbox and ask about it. Not only am I told that particular box isn’t checked often, but IT’S OCCASIONALLY ROBBED! The best they could do was to give me UPS’s corporate number which I called 4 times in an attempt to get a human and the automated tree hung up on me every time.
Frustrated, I went back to the dropbox and stuck my phone inside to see if the package was still there.
So, after five minutes of fighting through the UPS website, I was finally able to get a service rep to call me back. He was less useful than the store associates. Other than telling me to file a claim, he could only tell me when that box had been last checked(the day before I dropped off the docs), but not the next time. I gritted my teeth, hung up, and went home to email all of this to the TC.
Now, here’s the thing that saved my keister and I highly recommend it as a regular practice where legally allowed: I recorded everything. When I emailed the TC, I was able to provide pics of me putting it in the box, audio recordings of my interactions with the UPS Store staff and customer service call, and a short video of the empty dropbox interior. The TC thanked me for my time and efforts and sent me another offer for tomorrow at another great fee.
Moral of the Story: Use FedEx, record proof of delivery(ie. pics, receipt, etc.), and CYA!!!