The option to process a one-time payment in the Interactive Voice Response (IVR) phone system for Interim Servicing continues to be unavailable this time. All other functionality within the Interim Servicing IVR is operational.
When customers attempt to process a payment in the Interim Servicing IVR, they are prompted to input their routing and account number and are asked to confirm the information. When customers Press One (1) to confirm the payment details, their call is disconnected, no confirmation number is provided, and the payment is not accepted or processed.
Please advise customers of the following:
- Confirm our automated phone system is not processing payments at this time
- Reassure customers their payment did not process if the call was disconnected and they were not provided a confirmation number
- Offer to process the payment over the phone during the call
- Apologize for any inconvenience or frustration caused
Fairway’s Servicing Operations and I.T. teams are working to resolve this issue.
Servicing Training will communicate updates as additional information becomes available. Please contact your supervisor or manager if you have questions.