July 14, 2021: Interim Servicing IVR is not Processing Payments

The Fairway Interim Servicing IVR (toll-free 800-201-7544) is currently unable to successfully process one-time mortgage payments. 

After inputting all requested data to process a one-time payment, customers hear a message advising their checking/savings account number is invalid – even if the account number entered is valid. Customers are then transferred to speak with a Customer Experience Specialist (during business hours) for assistance with processing the payment.

Our Servicing Operations Team is working with Fairway I.T. and vendor partners to resolve this situation as quickly as possible.

All other interim IVR functionality is available at this time.

If customers inquire about the inability to process a one-time payment using our automated phone system, advise the following:

  • Assure customers their attempt to process a payment using the automated system did not successfully complete
  • Offer to process a one-time payment for customers
  • Apologize for any inconvenience this matter caused

Servicing Training will provide status updates on this matter as additional details become available. Please contact your supervisor or manager if you have any questions.