Background: We have 48 known accounts where a cosigner was added and they should not have been.

Job Status	Instruction

Job Status

Instruction

M3 Approved

(All states)

A copy of this document is uploaded to the primary customers account on SF under Related "files".

Pre-M3

(All states except TX)

A copy of this document is uploaded to the primary customers account on SF under Related "files".

Pre-M3 (TX)

Once the HO and Installer sign it, the cosigner will be removed automatically. No release needed.

Process:

Action

Action

If there is an executed release
- Explain to the customer that the cosigner has been released from the account and it has been already resolved

If there is NOT an executed release
- Agent should follow the “When and how to escalate sensitive complaints and concerns” to gather more information before making a case

Installer Knowledge Base