From a Realtor point of view a couple things stick out to me. The computer reset AND phone issues at the same time seem like an odd coincidence. Doing my work on a factory reset laptop isn't a big deal because it is a liability to keep client's personal files on my own laptop... we keep all those in cloud base storage. But phones are a huge pain to switch. In order to access houses we use a Supra lockbox on the front of the houses (Houston uses Supra as well) and you have to use either an app on your phone, OR a FOB, which is the size of a garage door opener. Most agents use the app, because it's one less thing to futz with, it is cheaper, and unless you are doing a lot of farm and ranch sales it updates easily via wifi or cellular data, and you don't have to remember to keep it charged and grab it each day. Supra & the MLS will keep a record of every house we visit and the time, and how long we were there with the box open. Keyboxes in my market center usually are only able to be opened from 8am-8pm.
HOWEVER, when you move from one phone to the next, the supra eKey app will NOT move the data over, you have to call to get a new agent verification code to set up the app, this keeps us from just sharing our eKey with other agents or it falling into the wrong hands. That means she would have had to visit the MLS office or called them during business hours (8:30am-5pm in Houston). There is no way she would have been able to just easily swap out phones, either at the apple store, or with the BF's old iPhone and be able to access Supra boxes.
Also, it is not mandatory for the Realtor to attend closings. A lot of us do because it is a service we like to provide our clients, but not being able to attend would not cancel a closing. A walk through would be delayed if escrow was not ready to close, but a lot of times we know that 3 days in advance, walk-throughs are also not mandatory, but a service we offer the client to make sure there are no surprises at the time of possession.
Legally we have to deliver a Closing Disclosure 3 days before closing. My routine is get the CD signed, schedule a walk through, then attend a closing. If her walk through with the client was cancelled at 7:20am because she lost childcare, but it was fine because his closing was delayed anyway, she would have known before 7:20 that the closing would have been delayed, especially because she would have been in constant communication with the lender about the CD and escrow about receiving the closing docs. Sorry if I am getting appointment types mixed up, I can't remember if I read she closings, showing, or walk-throughs scheduled for the other missed appointments.
