Contract Rider Issue With Pending Stop That Was Changed And Then Canceled (Doc ID 2760589.1)

Last updated on SEPTEMBER 25, 2022

Applies to:

Symptoms

ACTUAL BEHAVIOR
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Contract rider issue with pending stop that was changed and then canceled.

If you cancel a pending stop after having changed the requested stop date, it removes the contract rider end date which means the rate is impacted and the customer would forever receive the discount.

EXPECTED BEHAVIOR
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Contract Rider end date should not be null.

STEPS
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The issue can be reproduced with the following steps:

1)  Process stop request.
2)  Review SA contract rider: (end date is okay at this point, still matches above)
3)  Customer calls back and asks to change their closing date from 12/4 to 12/10.  Pending stop date is updated on start/stop page.
4)  Check contract rider dates.

PROBLEM: Contract rider end date has now been changed  from the original end date of 10-23-21 to the pending stop date that was entered of 12-10-20.
5)  Customer calls back and asks to cancel their pending stop, they are not going to move  after all. Go back to start/stop page and cancel the pending stop.  No longer a pending stop for this SA.
6)  Go back to Service agreement to verify contract rider dates and find that it has  COMPLETELY removed the contract rider end date (it is now null).

 

Cause

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