Duplicate Items Showing in the Borrower Portal

Primary Department Supported: Servicing

Super Powers Needed? – YES

Developer Support Needed? - NO

Context and Common Situations

• A portal user will sometimes see multiple copies of the same loan or duplicates of the same draw in their borrower portal.
• This typically occurs when the user has duplicate role entries on the Entities Tab, such as multiple copies of:
  • Borrower Statement
  • Courtesy Reminders
  • Guarantor
• Draw duplicates may also result from extra or erroneous draws that were not properly voided in LMS.

Important Considerations & Best Practices

• Always verify the issue directly by proxying into the user’s portal before making changes.
• Transaction Coordinators/Draw Management specialists can void draws; While Product Support can also void draws, PS should confirm with servicing before proceeding on their behalf.

Instructions:

1. Proxy into the user’s portal
2. Confirm that duplicate versions of the draw are still visible
3. Navigate to Request Draw button
4. Check the Loan dropdown: multiple copies of the same loan appear, this indicates a duplicate LMS roles

Review the Draws Tab in LMS

From LMS Menu:

1. Select Loans → Loan Details → Draws
2. Verify the number of draws listed for the loan
3. Identify any extra or erroneous draws
4. Request the Transaction Coordinator to void incorrect or duplicated draws/ get permission from TC and void draw

Review the Entities Tab

From LMS Menu:

1. Select Loans → Loan Details → Entities
2. Locate the portal user on the Entities table.
3. Look for duplicate entries under the following roles:
   1. Borrower Statement
   2. Courtesy Reminders
   3. Guarantor
4. Remove duplicates as follows:
   1. For Borrower Statement: Checkmark the duplicate entry → Delete.
   2. For Courtesy Reminders: Checkmark the duplicate entry → Delete.
   3. For Guarantor: Enable Super Powers then checkmark the duplicate entry → Delete

Validation and Troubleshooting:

Validate the duplicate portal entries are removed:

• Proxy into the user’s portal again and the duplicate versions should no longer be visible

If Duplicates still appear:

• Confirm the duplicate roles were fully removed from each affected loan number
• Ensure all erroneous draws were voided