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Example: Account 1024128872 has been on average pay for 3 years but starting in March 2022, the average amount/monthly true up stopped calculating correctly each month. The average should be around $150.00 at the premise but in March 2022 the average amount dropped significantly to $53.00 and has remained incorrectly low since. This low average is causing the customer to underpay, resulting in the average payment plan payoff balance continuing to grow. There are approx. 65 accounts in prod actively experiencing this issue, but it is not possible to quantify the # of accounts/premises actually encountering this since the issue is only made known when APP is enrolled. Attached document with screenshots and further details + attached list of accounts experiencing this



Average Payment Plan Amount and Monthly True Up Incorrect for Multiple Accounts