06/12/2020: Loans with Active Process Stops Cannot Process Payments on MyFairwayServicing Web Portal or Mobile App

Information in this Newsflash applies to Retained Servicing Loans.

Loans with active Process Stops are not permitted to complete payment transactions on the Web Portal or Mobile App.  

View the SAF1 Screen and the PROCESS field:

  • If there is any value and stop type description in this field, the Process Stop will be in place through the Expiration Date located in the EXPIRES column on the SAF1 Screen
  • Customers will not be able to process Web Portal or Mobile App payments while the stop is active

Technical Support: Always check SAF1 when customers  are unable to process a Web Portal or Mobile App payment

  • Do not transfer customers to Technical Support if they are unable to complete a payment transaction and there is an active Process Stop
  • Advise these customers the reason the Process Stop is on their loan
  • If customers are unable to complete payment transactions and there is not an active Process Stop, those issues may be transferred to Technical Support

Process Stop M – Loss Mitigation:  If this Process Stop is on the loan because customers inquired about assistance due to COVID-19 impacts, ask if they still need the Forbearance Assistance 

  • If customers are able to pay and wish to resume paying online, connect the call to Default/Loss Mitigation and request they remove the Process Stop M
  • If customers are unable to pay and wish to keep the COVID-related Forbearance, advise they will be unable to pay on the Web Portal or Mobile App during the active Forbearance period

If a stop code other than Process Stop M needs to be removed, contact your Team Lead or Manager for assistance.  

Remember: Technical Support cannot assist customers who are unable to complete payment transactions due to an active Process Stop.  Please do not transfer this call type to Technical Support.