ok, I finally figured it out. You go to Word, Preferences, Personal Settings, Security. Then you uncheck the box next to "remove personal information from this file on save." This worked for Word version 11. It worked for both doc and docx documents. Obviously how you remedy this will differ depending on what version of Word you have. But understanding that it is a security setting is helpful. For some reason I didn't understand that, but now it makes sense. I just wasted a lot of time trying to figure this out. I hope someone else will benefit from reading how to fix this.