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.