We would only cancel your Auto Pay in two instances: either at your request or as a result of failed payment attempts.
If your payment fails due to incorrect account information, a closed bank account, or multiple failed attempts from insufficient funds or stop payments, we will automatically cancel your Auto Pay to prevent further failed payments. If this happens, you will receive a notice explaining the specific reason for the cancellation.
How Do I Know if My Auto Pay Was Cancelled?
You can check the status of your Auto Pay enrollment by signing in to your profile. You will see if you have any future auto payments in the top right-hand corner of your dashboard. You can also check your enrollment by selecting your loan from the left-side menu. If you are enrolled in Auto Pay, you will see the “0.25% Auto Pay Rate Discount Applied” disclosure and the “Change Auto Pay Settings” button on this page. If you do not see these, either your bank account has not been added to your profile, or you are not currently enrolled in Auto Pay. Your next monthly billing statement will also reflect recent Auto Pay changes.
Additionally, you can contact our Client Happiness team by clicking the "Get In Touch" button found below this article. Our office hours are 6 a.m. to 5 p.m. PT, Monday through Friday, Pacific Time, excluding holidays.
Why Was My Bill Pay Canceled?
If you are enrolled in Bill Pay with your bank, please contact your bank directly to confirm why your payments are not being processed.