Some customers advised the estimated annual tax amount viewable on MyFairwayServicing.com is not accurate. While the website correctly displays the Disbursement Frequency as Annually, Semi-annually or Quarterly, the estimated disbursement amount is being displayed as doubled, tripled, or quadrupled of the most recent (last) disbursement amount.
This is not impacting all customers.
This has been escalated as a priority issue with ServiceMac, and a programming fix is scheduled to be deployed with 5 to 7 business days. The issue has been thoroughly researched, and the data on the TAX2 screens in MSP is correct. There is a programming issue with how the data displays on the website. There is not an issue with MSP data integrity.
Should customers call about this issue, advise the following:
- Confirm we are aware of the issue and this will be fixed within the next 5 to 7 business days
- Ensure that customers understand it is only an issue with the figure displaying on the website and that our system contains accurate records
- Reference loan data from the TAX2 screen in MSP as needed
- Apologize for any inconvenience or frustration
Remember: Tax amounts are disbursed once the bill is received from the tax agencies. As discussed in training, MSP reflects the most recent amount available for taxes which is the last billed and disbursed amount. Never advise customers we will disburse future payments for the dollar amount listed on the TAX2 screen.