[loan type] Payments and Advances

Follow this procedure to make a payment on a [loan type] line of credit (LOC) or loan or take an advance on a [loan type] LOC.

Authenticate the Caller

1. Authenticate the caller using the standard authentication procedure and the [client type] Team Member Authentication and Identification, as appropriate

2. Is this a [client type] account?

No—Continue the procedure.

Yes—Are you speaking with the client?

No—[client type] team members may inquire on account status or history but may not request an advance or payment.

— end procedure —

Yes—Continue the procedure.

3. Go to the appropriate section of this procedure to complete the request.

Advance

Payment

Advance

[8-bit-app] Advance

You can take an advance using [8-bit-app], [HTML-app], or a wire.

Note

You may advance funds to converted [product] accounts.

Note

Fixed-rate advances (FRAs) are available only for WFHEAs. If requested, advise the caller that relationship team members must submit the request via [app].

1. On a blank [8-bit-app] screen, type [command] and press Enter.

2. For BANK, type the first three digits of the account number.

3. For BRANCH, type Øxxx, where xxx is the value that you typed in the previous step.

4. Type [command] in the command field and press Enter.

5. For CUSTOMER, type the next seven digits of the account number, after the bank number.

6. For LOAN, type the last four digits of the account number, e.g., [xxxx] or [yyyy] and press Enter. The Loan Status screen is displayed.

7. Does AVAIL AMT show 0.00?

No—Continue the procedure.

Yes—Consult the RESTRICTION section of the screen to see the account officer number and reason code.

Perform the [loan type] LOC Restrictions procedure to remove the restriction, if possible. Could you remove it?

No—Reach out to your supervisor for next steps.

— end procedure —

Yes—Continue the procedure.

8. Does the [loan type] account have sufficient funds in AVAIL AMT to cover the advance?

No—Inform the caller that the [loan type] account does not have sufficient funds for the advance.

Does the client want to take a different advance amount, which the [loan type] account can cover?

No—Record in [app] as an interaction.

— end procedure —

Yes—Continue the procedure.

9. Verify the receiving DDA account number with the caller.

10. Perform the advance by following these steps:

a. On a blank [8-bit-app] screen, type [command] and press Enter.

b. For SELECTION, type 3.

c. For ACCOUNT NUMBER, type the debiting LCA number and press Enter.

d. For TO ACCT, type the number of the DDA.

e. For TRANSFR AMT, type the amount of the payment and press Enter. The Create Telephone Transfer screen is displayed.

f. Verify that the account numbers and names are correct. Verify TRANSFR AMT.

g. For CALLER NAME, type the name of the caller.

h. For PHONE NO, type the number from which the caller is calling.

i. For COMMENTS, type the standard transfer comments and press Enter.

j. Perform the standard read-back to the caller and offer the reference number.

k. Go to [app] Procedure.

[HTML-app] Advance

1. Look up the client on [HTML-app].

2. Click the Transfers/Payments subtab or select Transfers/Payments from the Move $ menu.

3. Is the [loan type] (From) account ineligible?

No—Continue the procedure.

Yes—Is the ineligible account restricted?

No—Continue the procedure.

Yes—Perform the [loan type] LOC Restrictions procedure to remove the restriction. Could you remove it?

No—Reach out to your supervisor for next steps.

Yes—Go to Step 4.

Is the ineligible account closed?

No—Reach out to your supervisor for next steps.

Yes—Inform the caller that the line is closed, so an advance cannot be made.

— end procedure —

4. Are there sufficient funds to cover the advance?

No—Inform the caller that the [loan type] account does not have sufficient funds for the advance.

Does the client want to take an advance that the [loan type] account can cover?

No—Record in [app] as an interaction.

— end procedure —

Yes—Continue the procedure.

5. Click Continue.

6. Is the DDA (To) account ineligible?

No—Continue the procedure.

Yes—Reach out to your supervisor for next steps.

7. Are both the To and From accounts unconverted?

No—Continue the procedure.

Yes—Perform the Unconverted Account Transactions procedure.

— end procedure —

8. Follow the prompts to complete the transfer.

9. Go to [app] Procedure.

Wire Advance

1. Determine whether there are sufficient funds in the account for the advance by doing one of the following:

Go to [8-bit-app] Advance and perform Steps 1–8.
Go to [HTML-app] Advance and perform Steps 1–4.

2. Is this a [client type] account?

No—Refer the caller to the RTM for servicing.

Go to [app] Procedure.

Yes—Provide the caller with the Wire Transfer Request Form.

For wire status, call Wire Processing at 866-xxx-xxxx.
Go to [app] Procedure.

Payment

Note

Clients can make only two (2) off-us payments per month online or by phone, and each payment cannot exceed $2000.00 or the minimum payment amount, whichever is greater. Other options for clients to make off-us payments are:

Mail the payment by check
Visit a banking location
Make the payment using a Wells Fargo account

You can transact a payment to a [loan type] loan or LOC via [8-bit-app], [HTML-app], or a wire.

Note

You may make payments from converted Command accounts.

[8-bit-app] Payment

1. On a blank [8-bit-app] screen, type [command] and press Enter.

2. For BANK, type the first three digits of the account number.

3. For BRANCH, type Øxxx, where xxx is the value that you typed in the previous step.

4. Type [command] in the command field and press Enter.

5. For CUSTOMER, type the next seven digits of the account number, after the bank number.

6. For LOAN, type the last four digits of the account number and press Enter. The Loan Status screen is displayed.

7. Verify that the loan number is correct.

8. Press F11 to get to the LOAN PAYOFF screen.

9. For DATE type the payoff date as MMDDYYØ.

10. For LOG, type Y and press Enter.

11. Does TOT PAYOFF equal the requested payment amount?

No—Continue the procedure.

Yes—Perform the [loan type] Payoff procedure to complete the transaction.

— end procedure —

12. Press Pause|Break to clear the screen.

13. Type [command] [acct#] and press Enter.

14. Are there sufficient funds in the DDA to cover the payment?

No—Inform the caller that the DDA does not have sufficient funds for the payment.

Does the client want to make a payment that the DDA can cover or make a payment from a different DDA?

No—Record in [app] as an interaction.

— end procedure —

Yes—Continue the procedure.

15. Does the payment need to be backdated?

No—Continue the procedure.

Yes—Go to Backdated Payment.

16. Press Pause|Break, type [command] and press Enter.

17. For SELECTION, type 3.

18. For ACCOUNT NUMBER, type the debit DDA number and press Enter.

19. For TO ACCT, type the crediting account number.

20. For TRANSFR AMT, type the amount of the payment and press Enter. The Create Telephone Transfer screen is displayed.

21. Verify that the account numbers and names are correct. Verify TRANSFR AMT.

22. For CALLER NAME, type the name of the caller.

23. For PHONE NO, type the caller's telephone number.

24. For S/G, type S.

25. Is this a principal payment?

No—Continue the procedure.

Yes—For PYMT TYPE (P), type P.

26. For COMMENTS, type the standard transfer comments.

27. Perform a standard read-back to the caller, offer the reference number, and press Enter.

28. Go to [app] Procedure.

[HTML-app] Payment

Note

If [HTML-app] charges a fee for an off-us payment, waive the fee with a "High Value Customer" waiver reason.

1. Look up the client on [HTML-app].

2. Click the Transfers/Payments subtab or select Transfers/Payments from the Move $ menu.

3. Is the From (DDA) account ineligible?

No—Continue the procedure.

Yes—Reach out to your supervisor for next steps.

4. Click Continue.

5. Is the To ([loan type]) account ineligible?

No—Continue the procedure.

Yes—Is the ineligible account restricted?

No—Continue the procedure.

Yes—Perform the [loan type] LOC Restrictions procedure to remove the restriction. Could you remove it?

No—Reach out to your supervisor for next steps.

Yes—Go to Step 6.

Is the ineligible account closed?

No—Continue the procedure.

Yes—Inform the caller that the line is closed, so a payment cannot be made.

— end procedure —

Are both the To and From accounts unconverted?

No—Inform the client that you cannot make the payment.

Record in [app] as an interaction.

— end procedure —

Yes—Perform the Unconverted Account Transactions procedure.

— end procedure —

6. Click Continue.

7. Is this a SmartFit, EquityLine with FlexAbility, or Wells Fargo Home Equity Account?

No—Is this a principal-only payment?

No—Select Regular payment.

Yes—Select Principal only.

Yes—You have two options:

Total Payment—The payment is applied to the line of credit and any fixed-rate advances (loans).
Single Payment—The payment is applied only to the account number entered.

Note

You cannot select the principal-only option for off-us payments.

8. Follow the prompts in [HTML-app] to complete the transaction.

Note

Due to a system error, [HTML-app] is unable to process some transfers to [loan type] loans and LOCs.

If you receive the error message XQ1030 'TO' ACCOUNT NOT FOUND, reattempt the transfer using all 14 digits of the account number (add [xxxx] at the end of the 10 digits already displayed).

If you are unable to proceed, reach out to your supervisor for next steps.

9. Go to [app] Procedure.

Wire Payment

1. Consult [loan type] Loan Servicing Centers for wire information to give to the sending institution.

2. For wire status, call Wire Processing at 866-xxx-xxxx.

Backdated Payment

1. Follow these steps to request a backdated payment.

2. Open a [app] service request and fill out the fields as follows:

Field	Value	Field	Value
Status	Open	Customer Last Name	[name]
High Valued Customer	[HV code]	Employee ID	[your EID number]
Acct # +	[account number]	Platform	Loan Hub
$Amt	[payment amount]	Category	Input
Company ID	[COID]	Type	Monetary
Product Code	LCA	Service Tier	[MT or NM]
Customer First Name	[name]	Description	WM – Please backdate this payment to [mm-dd-yyyy] [transaction details]

3. Click Save.

4. Keep the [app] case open until the request is fulfilled, then continue to [app] Procedure.

[app] Procedure

1. Open a [app] case according to the request type.

Advance—Open the case under [loan type] > Money Movement > Advance.

Payment—Open the case under DDA > Money Movement > Tele Transfer for the debiting account.

2. Keep the [app] case open until you can verify that the transaction was completed in both the DDA and the [loan type] accounts.

3. Verify the [loan type] transaction in [HTML-app]

a. Is the payment amount correct?

No—Perform the [loan type] Misapplied Payments procedure to correct the error.

Yes—Is the advance amount correct?

No—Go to [loan type] Posting Errors to request a correction.

Yes—Continue the procedure.

b. Copy the screen to the [app] case.

4. Verify the DDA transaction in [8-bit-app]

a. On a blank [8-bit-app] screen, type [command] [acct#] and press Enter.

b. Was the DDA account credited/debited for the correct amount?

No—Is the amount correct for the [loan type] account?

No—Return to Step 3 to correct the [loan type] account.

Yes—Perform the Encoding Errors procedure to correct the DDA error.

Yes—Continue the procedure.

5. Close the [app] case.

[loan type] Posting Errors

To request a correction to a [loan type] account, open a [app] service request and fill out the fields as follows:

Field	Value	Field	Value
Status	Open	Customer Last Name	[name]
High Valued Customer	[HV code]	Employee ID	[your EID number]
Acct # +	[account number]	Platform	Loan Hub
$Amt	[payment amount]	Category	Input
Company ID	[COID]	Type	Monetary
Product Code	LCA	Service Tier	[MT or NM]
Customer First Name	[name]	Description	WM – Please correct the posting to this [loan type] account [transaction details]