Ray Wenger, from the Department of Financial Services, explained that in the course of their audits they review trust accounts for un-refunded "over-charges."   While he acknowledged that most overcharges are small in amount (often from inaccurate page counts for recording), they do add up to sometimes substantial amounts. 

He stressed, that regardless of the amount of the overcharge, it is not the agent's money -- and must be refunded to the rightful owner.