02/19/2020: Issue Resolved - IVR Rejecting Banking Account Numbers

The information in this newsflash applies to Retained Servicing loans.


Customers have reported the IVR will not accept their Banking Account Number if it begins with leading zeros.  In some instances the IVR rejects the payment request and routes the call to a Customer Experience Specialist.


This issue has been resolved, and the IVR is now successfully processing payments including leading zeroes.


The IVR was set to accept a maximum of 11 digits for the banking account number.  This setting has now been increased to accept 14 digits.


 Please see your manager or lead if you have questions.