Root Cause

• Incorrect account holder name entered: The name provided does not match the official account holder's name as recorded by the bank.

• Formatting issues: The name was entered with incorrect capitalization, extra spaces, or special characters that caused validation failure.

• Bank verification failure: The bank was unable to match the provided name with their records during validation.

• Use of nickname or informal name: The customer entered a nickname or variation of their legal name, which does not match the bank records.

Troubleshooting and Solutions

• Ask the customer to verify and re-enter the correct legal name as registered with their bank.

• Ensure the name is entered without extra spaces, special characters, or incorrect formatting.

• Retry the transaction after correcting the account holder's name.

• Recommend your customer to contact their bank if they are unsure of the exact name associated with the account.

• Implement clear field instructions to guide customers on providing the correct name format.