Electronic statements are not being received in CSS
Borrowers who signed up for electronic statements in Customer Self Service (CSS) are not receiving the statements after the verification email is sent. The system will show that they signed up for electronic statements on the web access screen (right-click on the Customer Service screen, Web Access). The borrower statement or the Customer Service Screen does not show that the borrower signed up for electronic statements.
This occurs because a verification email is sent when selecting the electronic statement option; however, the borrower does not click the link in time, and it expires.
This is evident on the web access screen (right-click on the Customer Service screen, Web Access) when the Email Address Verified is not checked and the Verification Expiration Date is showing a past date.
Workaround:
Manually add electronic statements for your customers or have them sign up again and verify their email once the verification email is received.
Submit a case through Case Management to increment Request for Change 00305888.
ArticleNumber:
000051233