Taxing Faxing, Part 42

Bank, Boston, Ignoring & Inattentive, Insurance, Massachusetts, Stupid, USA | Working | October 11, 2025

I work for an insurance agency. In the world of homeowner’s insurance and mortgages, the banks want to confirm their investment is still safe and in order every time the policy renews. Rather than call us, this one bank faxed over a form requesting the Declarations Page with a correct Mortgagee Clause be sent over. As is becoming more common, this form only directed me to a website that will take an electronic file. What made this unique was the absence of a phone number or email address for other forms of communication. Since this policy did not require a change, I sent that right over.

The following day, we got a fax from the same bank requesting the same policy, and we still only had the single method of reaching the bank. I double-checked this form against what he sent yesterday, but nothing was different. I also double checked where I sent it, and nothing I entered was wrong. Since we were doing fine with other companies on our end, I figured it was just a technical glitch on their end, and they needed me to keep trying until it worked.

The next day, the request was faxed again, once again giving us only the website. This time, there was a note attached:

Note: “All documents sent electronically must be sent in PDF format. Other formats cannot be accepted.”

This was an interesting note, since our system, by default, makes these electronic document bundles a PDF. Just to be sure I was not imagining that, I checked that my bundle is, indeed, a PDF. After confirming the note was unnecessary, I sent the bundle again. I also tried to fax it back through the number at the top of our fax printout, but it bounces back every time; evidently, this bank can only send faxes, not receive them, so I still have no other way to send the documents.

Once again, this request was faxed over with a single form of contact the next day. The note this time:

Note: “We need to confirm the policy holder, the property address, the policy duration, the Dwelling Coverage, and the Mortgagee Clause. Your PDF does not offer any of this information. Please send the correct PDF.”

At this point, I am second-guessing reality. I pull open my bundle and call over another agent to check it against the note to make sure I am not missing something.

Agent: “Are they f****** stupid?”

He had the brilliant idea to highlight the requested information in different colors and make a key for the bank. It was actually quite fortunate I involved him, since I was far less civil when planning out this cover page to explain our objections to the repeated requests.

The next day, the bank finally broke and called us.

Bank Agent: “Why do you keep sending me the wrong documents?”

Me: “We’re following your requests. What, specifically, is wrong with them?”

Bank Agent: “What is the duration of the policy?”

Me: “Is the PDF open in front of you?”

Bank Agent: “Yeah.”

You guessed it: I had to hold his hand through the entire PDF. Since I was not making a simple list of all of this information, he would have to read these documents himself and find it (you know, actually do his job). Even color coordination was too much work for him. Once we are done:

Me: “So what is the problem?”

He hung up, correctly guessing I was going to ask for a manager.

I go through the call history and autodialed back.

Automated Service: “We’re sorry, but the number you have dialed is not able to receive incoming calls.”

We do not normally do this, but after this, I helped the client refinance his mortgage with a different bank.