This report shows the full account number of an external account used by a client to pay his/her loan through the Loan Payment Portal (LPP).
Use this report to determine if a payment was returned due to an invalid account number that either the client provided incorrectly or the CSC associate entered incorrectly.
When to Use
- When a client is asking why his/her payment was returned when funds were available in the account
- To cross reference what account number we should have used compared to either A) what the client provided or B) what the associate entered
How Do I Search?
- Use the next business date after the payment was submitted in the LPP.
- Search by the payment amount or the name on the account that the client is using.
Example
A payment for Wesley B. Ashby was made using the LPP on 2/25/20.
Note: The full account number does not show under the Payment Accounts section, only the last 4 digits.
Do the following:
- To view the full external account number in Synergy, locate the report the next business day on 2/26 (Loaded Date) because the payment was made on 2/25.
- Click Search and enter the payment amount or name. Note the full account number of the external account used to pay. In the LPP, we can see the paying from account ends in 3850, the same ending numbers for the account in the Synergy report.
