Sue Martin, Coldwell Banker Gundaker

When I met with [redacted] and [redacted] to discuss the extension of the closing date for their home, they told me that they were under the impression that their December house payment would have to be paid even if the closing date was occuring on December 1.  I explained to them that the title...

company would be collecting that payment at the time of closing, since their payments are paid in arrears.  They then were comfortable with extending the closing date until December 1.  The day before closing, the title company forwarded their settlement statement to me and I, in turn, sent it to them for review.  On the morning of closing, [redacted] and [redacted] told me that they had called [redacted] to verify the payoff.  [redacted] told them at that time that they would be subject to an additional $618.20 interest payment if the payoff was not received by [redacted] before 2:00 pm that day.  We contacted the buyer's title company and asked they expedite this payoff to save the sellers from having to pay this.  I checked with the cooperating agent and title companies throughout the day.  Our title company verified that the wire transfer occured at 2:38PM.  That is when [redacted] and [redacted] asked me to go to the buyer and title company for the refund.  Neither wanted to participate, so I had a conversation with [redacted] again and said that I would be willing to give $300.00 if need be as good customer service.  Her response back to me was that I shouldn't have to do that.  This is why I am so surprised that I have received this letter.  This situation was out of my control.  Because I pride myself on delivering good customer service, I would still be willing to contribute $300.00 to the [redacted]s for this inconvenience.