It sounds to me like ya'll have a secret shopper on your hands.  I get calls/online orders all the time from "clients" looking for a quote, especially via our website.  They are just trying to find out how much you charge so they can undercut you later. 

I just don't understand - you have to reduce your fees by 10 - 15% to keep the client because $10.00 will break the deal.  If $10.00 (or $20) is going to break the deal, that person had no business buying or refinancing in the first place. 

One of my questions to the lender or realtor, when asked to cut my fee, is this:  What fees will you be cutting or removing from the HUD-1.  Lets start with, oh, i don't know, the 6% (3%each) commission or the $300.00 processing fee or the $300 Underwriting or the Commitment Fee or the .....and on and on we go.  It is amazing how offended they get, but yet they get just as upset when I say I can't cut my fees.  Then I spit back out all the reasons they can't cut fees as my own and remind them that we do have a cancellation fee as well which is part of our title commitment.

Stick to your guns because as mentioned numberouse times before cutting now sets you up for more cuts later!!!!

C