Servicing Director Customer Self-Service Electronic Statements Not Received By Borrower

The Customer Self-Service Borrower did not receive any notification their electronic monthly statement was ready for viewing and the Customer Self-Service website has no monthly billing statements option for the borrower.

Workaround:

Confirm the borrower has completed the Customer Self-Service electronic statement email verification.

To confirm the verification was completed, do the following:

Open the Servicing Director Customer Service desktop application.
Open the borrower's loan.
Right-click on the Customer Service application screen and select Web Access.
View the Email Address Verified check box. If the check box is not selected, verification was not completed.

Note: If the verification email has been sent but not completed (the borrower did not respond or reply to the email), then the Email Address Verified check box will be unchecked but the Chosen Statement Presentation Type will be set to their proposed choice and the Verification Expiration Date will be set. After the Verification Expiration Date is in the past, the borrower can elect electronic statements again and get a new email verification email to complete.

ArticleNumber:

000071859

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Servicing Director Customer Self-Service Electronic Statements Not Received By Borrower

Servicing Director Customer Self-Service Electronic Statements Not Received By Borrower

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