Problem Description

When attempting to send COC (Closing Disclosure) CDs electronically, users may encounter errors that prevent successful delivery. This issue can affect multiple users attempting to send the same document.

Root Cause

The error occurs when the main borrower and non-borrowing spouse have the same email address in the system. This creates conflicts because the system uses email addresses to create individual login user IDs for the consumer portal.

Solution

Change the email address for the non-borrowing spouse:

1. Access the borrower information in the system
2. Locate the non-borrowing spouse's contact details
3. Update their email address to a different, unique email address
4. Save the changes
5. Retry sending the COC CD electronically

Temporary Workaround

If the issue persists or immediate delivery is required:

1. Convert to PDF format:

   • Export the COC CD as a PDF document
   • Send the PDF to brokers manually
   • Have brokers process the document through DocuSign

2. Continue monitoring:

   • Test subsequent CD sending attempts
   • Report any recurring issues to support

This workaround ensures document delivery while the underlying email conflict is resolved.