01/17/2020 - Small Population of Payments Rejecting While Processing Online or IVR


The information in this newsflash applies to Retained Servicing Loans.


A system error resulted in 16 customers receiving a generic error message while processing a payment using the IVR or website earlier today (01/17/2020).  Most of these customers were able to immediately re-process a payment successfully.  Some of these customers selected to speak with a Customer Experience Specialist, and a payment was successfully processed.
 
 If customers reference this occurrence:

  • Review the loan to confirm a payment was successfully processed and advise the customer accordingly
  • If their intent was to make a payment and that did not occur through the IVR or website, process a payment with a one-time courtesy waiver of the processing fee for this population of loans only

See your manager or lead if you have questions.