When the wrong mortgage document comes back

A borrower can answer quickly and still leave a condition unresolved. The bank statement is missing pages. The pay stub covers the wrong period. A photo cuts off the account holder’s name. The next request needs to explain the problem clearly enough that the borrower can correct it.

Read the request beside the response

Before sending another reminder, compare what was requested with what arrived. Check the borrower, document type and period against the actual condition. Then check whether the response is complete and readable. A document being present in the file does not establish that it answers the request.

Use the lender’s condition and applicable requirements for that file. A standard checklist can help organize the review, but it cannot settle an unclear requirement. Put that question with the responsible processor before asking the borrower for something different.

Make the correction specific

This is an illustrative exchange, not a customer record. The request is for a September bank statement, all pages. The borrower sends page one of a three-page statement.

A useful reply says: “Thanks, I received page one of your September statement. Please send the complete statement, including pages two and three. The PDF from your bank should include all three pages.”

That reply acknowledges the response and identifies the missing pages. “Please send the correct document” makes the borrower diagnose the problem again. “Still waiting on your bank statement” can make them think their first upload disappeared.

Keep borrower documents in the approved upload or communication channel for the file. A public example or evaluation worksheet should contain no borrower information.

Keep the correction attached to the request

Record what arrived, why it needed a correction and what was requested next. When the replacement arrives, review it against the same request. Preserve the history so a teammate can tell which response is current and why the earlier one was insufficient.

This matters when another processor takes over. A list that says “received” without the correction history can send an incomplete response forward. A usable record connects the condition to the accepted document and leaves unresolved questions visible.

Test the second response in a demonstration

Ask a vendor to use a sample file and send back an incorrect document. Watch the correction request. Then provide the corrected response and follow it into the LOS. Check whether the software attached the right document to the right condition and left a readable record of both attempts.

Also try a response that remains ambiguous. Your processor should be able to find the unresolved item and understand the question without reconstructing the entire exchange. Record any steps your team still has to perform in the evaluation worksheet below.

What Loandock shows

Loandock requests documents, checks what comes back and sends an incorrect response back with the reason. Accepted documents are filed against their conditions in your LOS. Items that need judgment go to your processor.

On one live file, a borrower sent pay stubs for the wrong pay period. Loandock requested the correct ones, checked them and filed them against the condition. The redacted activity log on the Results page shows that example. Use the walkthrough to follow a document request through the correction and filing steps.