Background:
Support receives a request that a customer needs a release of UCC lien so that they can refinance their home (also called subordination). A UCC lien is a lien that is placed on the solar system, not the home itself. When a homeowner wants to refinance their home, they need to have the lien removed. The customer should be referred to account servicing. Account servicing will notify the homeowner that there is a fee for this service. Account servicing will remove the lien, complete the refinance and put the lien back on the system.
Agents can either transfer the call to Account Servicing (319-734-4951) or create a ticket to put the homeowner in contact with Account Servicing
Create an EBH ticket:
Gather the following information to send to Account Servicing:
Full Name
Contract ID (Located on initial welcome letter)
System address
Brief Description of the problem (i.e. release of lien, subordination, home equity line of credit etc.)
Email and phone number
Create a ticket:
Reporter - propertytransactions@accountservicing.com
Organization - AccountServicing
Request Type - Account Management
Label - EB
Select “reply to customer” and include all information gathered above and advise the homeowner is looking to refinance their home.
“Hello,
Please be advised that [customer name] is in the process of refinancing their home and needs a release of the UCC lien. Below is the information for the account:
[Insert information from above]
Please kindly reply to this email and notify us when contact with the customer has been made and the process is complete.
Thank you,”
Account Services will reach out to the Homeowner to address the request
Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete (This is irrespective of the length of time for the refinance)