I believe I know what Fatlady is referring to. Poorly written guidelines with spelling mistakes. Branch referred to as brand! Guidelines were for branch shop not phone shop. Shop requires a test to be passed with guidelines that do not relate to a phone shop. Must make up to 3 calls. Call itself took me 35 minutes on phone with chatty rep.. Report form was extremely detailed final part was asking for a detailed narrative of entire call in addition to phone log and email received. Much too much work for the $15 fee. I have done many mortgage phone shops which did not require as much detail. Only one shop per shopper as real contact details required. Fatlady was right.