Overview

You observe that the rate on an account in your internal application varies from the rate on that account in Aurea. You inquire how the rate mismatch occurred and the customer obtained a rate different from the rate you sent during enrollment.

Solution

By application design, the rate on the account is picked based on the Sold Date. A possible explanation is that the Sold Date in the enrollment request received from you for the account belonged to the date range that had the corresponding rate amount you are now seeing on the account.

Please raise a support ticket with us, mentioning the customer account number, the rate you sent in the enrollment data, and the rate you find on the account. We will investigate and explain the occurrence.

Prerequisites:

Access to the Client database

Steps:

1. Run the select query below to get the enrollment request XML for the given customer account.
Replace the parameter c.custNo with the provided account number.
In the query result, the column RequestMessage contains the enrollment request XML.
Click on the hyperlink in this column to open the request in the XML editor. The request XML needs to be noted.

select  cr.*, ec.*
From EnrollCustomer ec
join ClientCorrelation.CorrelationRequest cr 
on cr.RequestSourceID = ec.EnrollCustID
join customer c on c.custID = ec.csrCustID
where c.custNo = '004307950'

2. From the request XML fetched in the previous step, note the value for the XML tag ProductID and XML tag SoldDate.
A sample is shown below:

<SoldProduct>

      <ProductId>100568</ProductId>

      <ContractStartDate>2021-01-12T00:00:00</ContractStartDate>

      <ContractTermsInMonths>24</ContractTermsInMonths>

      <EarlyTerminationFee xsi:nil="true" />

    </SoldProduct>

    <SoldDate>2020-12-21T12:01:38.3855993</SoldDate>

3. Run the following select query to know the RateID.
Replace the parameter productid with the value noted in the previous step 2.

select rateID
from product
where productid =100568

4. Run the following select query to know the FixedCapRate.
Replace the parameter rateID with the value fetched in the previous step 3.

select FixedCapRate, rateID
from ratedetail
where rateID=3015281

5. Run the following select query to know the rateIndexType.
Replace the parameter rateIndexTypeID with the value for FixedCapRate fetched in the previous step 4.

select rateIndexType 
from rateIndexType 
where rateIndexTypeID = 200146.00000000

6. Log in to the client-specific CSR site.
Navigate to Administration menu -> General -> Rate Index Range Maintenance.
From the Rate Index Type drop-down menu, select the value fetched for rateIndexType in the previous step 5.
Click on View.
In the displayed information, find the date range (From Date and To Date) and corresponding Amount for the SoldDate noted in step 2. It is likely that the rate on the account, as provided by the client, corresponds to this Amount.
Inform the client that by application design, the rate is picked based on sold date.

</supportagent>