Enabling the Change Request Option
To activate the option for Borrowers to request a change to their Autopay settings, an option needs to be enabled in the Online Portal settings. To find this option, navigate to Online Portals > Options.
This is where you will find a check box to Enable Autopay Change Requests.
Note: This setting is currently impacts all Borrower portals.
Where Borrowers Can Request the Change
Borrowers desiring to change their Autopay should navigate from the Overview page of their portals to My Loans at the bottom. When expanding on the loan options, there is a link to Loan Details to view additional information particular to that loan.
Once Loan Details has been access, an option at the very bottom shows the Borrower additional Autopay details for that loan, including a button to Request Changes.
Submitting Change Requests
Once a Borrower clicks to Request Changes, a new window pops up for them to select the changes desired, and submit once completed.
Available options to request changes for include:
- Loan Status: Active, Hold, Cancelled
- Bank Routing Number
- Bank Account Number
- Next Debit Date
Once their changes have been indicated, the Request Changes button at the bottom becomes available to click to complete the request.
After the request has been sent, the Autopay Details update to reflect that, while allowing edits to the requested change.
Reviewing the Requested Changes
After the request is sent, a notification appears in the notifications panel inside TMO. This notification takes you directly to the loan, where additional details are available around the nature of the changes.
These changes are reflected within the Borrower > ACH details of the loan.
Clicking to View Requested Changes opens a new window, where you can see exactly what has been requested for the loan. Here you can Accept or Decline the change, with additional support to message the Borrower should any additional clarification or correspondence be beneficial.
Once a decision has been made, the appropriate option is selected and then confirmed. After this is completed, the Borrower receives an automatically sent message in their portal messages.
