Some think they do but they really don’t, they need a lot of guidance and hand-holding that the listing agent can’t provide them as a customer or a transaction broker. 

@Sai Kumar we work with a lot of real estate investors in FL and have good intel from customers on PMs with great performance and reasonable fees.

This is pretty bad customer support!

Every business looks at how they can increase what a customer spends.

You can create custom maps to mark areas of interest, track properties you're considering, and note key amenities like schools, shopping centers, and public transport.

It's an important distinction to make.You're right that passing on legitimate increased costs to customers is a normal business practice.

Better customer service, IMHO.

In real estate, a broker or a salesperson can be the agent of a seller or a buyer.Here’s a list of the fiduciary duties that an agent owes her client:Accounting: The agent must account for all funds entrusted to her and not commingle (combine) client/customer funds with her personal and/or business funds.Care: The agent must use all of her skills to the best of her ability on behalf of the client.Confidentiality: The agent must keep confidential any information given to her by her client, especially information that may be damaging to the client in a negotiation.Disclosure: The agent must disclose to the client any information she receives that may benefit the client’s position in a negotiation.Loyalty: The agent owes undivided loyalty to the client and puts the client’s interests above her own.Obedience: The agent must obey all lawful orders that the client gives her.

When I have called, the customer service hasn't been able to help me.

so what really happened is unrealized HTM loss doesn't need to be recorded in the book so they dont have to sell it EXCEPT if there's massive withdraw from customer AKA bank runs.It's the bank run that causing the bank to collapse.So in theory you can avoid issue by saving the money that has the smaller holding of HTM paper or invest in the bank where there're more incoming asset coming-in.