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Customer Service FAQs
Tech Support FAQs
We are there when you need us
When I submit to Fannie Mae DO/DU I keep getting credit errors.
Note: If you problem persists after you have verified the information above please contact Credit Communications Inc. (CCI) at 1-800-954-2266 and ask to speak to a Customer Care representative.
Who in my company is the designated CCI Administrator? Usually, this person is the manager within your office. This person has important privileges within the CCI system that may impact what features are available to you as a User, including your desire to become a User under the account. If you are unsure who the designated CCI Admin User(s) is, please contact us and we will refer you to the right person in your organization.
Do I have to call CCI if I forget my login or password? For security reasons the designated CCI Admin User within your organization must issue or authorize new login information to a User under your account. To avoid this, it is recommended that all new users complete the information under MY ACCOUNT at the time of initial login to the CCI website. If you have already done this and need to reset your password, please click on the following link: https://cci.meridianlink.com/insecure/resetpw_request.aspx
What is my company’s CCI account# and password for ordering or reissuing a report on Fannie Mae’s DU/DO system? The majority of our customers can use their regular CCI login credentials when ordering or reissuing CCI credit on DO/DU. This information was provided to you at the time you opened your account with CCI. Please see the designated CCI Admin user within your company to obtain.
Where is the reissue# located on a CCI credit report? For DU/DO and most other automated underwriting systems the re-issue# is usually the six or seven digit report number found in the header of the credit report. Depending on your company setup it may be found in the header under FNMA# or Job#. For reissuing CCI credit on Freddie Mac's Loan Prospector you may use the credit report number found in the header of the report.
It appears I am locked out of the system. How did that happen? Accounts can be locked automatically due to ninety days of inactivity or if there have been five consecutive failed login attempts. To re-set your login information, please see the designated CCI Admin user within your company.
How can I print an invoice for a credit report? Yes. Total charges for a specific report or borrower may be viewed in real time by simply accessing the report and choosing “View Invoice” or by selecting Total Cost for Borrower from the main desktop - great for documenting fees at closing.
How do I import my CCI credit file and liabilities into Calyx Point? 1. Open or create a borrower/prospect file within Point with a consumers name, address, and SSN. 2. From the tool bar menu at the top, select Services/Credit Reporting/Request Credit. 3. The Credit Request screen will appear. Select 'Credit Communications Inc.' from the credit agency drop-down menu. 4. Click on the "Reissue Existing Report" button and input the file/report number next to Reference number and click Submit. 5. Enter your CCI login credentials, leaving the Account Number field blank. You should also clear the contents of the 'Requested By" field unless you intend to enter a valid CCI user ID to which the report will be billed. 6. Click OK 7. Once the report is returned, select the "Ignore $0 Balance" and "Ignore Closed Accts" buttons. 8. Click on "Populate". You have now imported the credit file and populated liabilities. You may also view/print the report. Keep in mind that by ordering credit reports from within Calyx Point you are not able to access many of the industry-leading features CCI has to offer including: Credit Xpert score analysis tools, permanent un-merging, consumer copy in Spanish and Chinese, etc. For these and many more features, please login to our website at www.ccireports.com.
How can I add or delete Users from my account? All user administration under your CCI account must be done by the designated CCI Admin User(s) within your company. With CCI’s total credit management features, you have total control over user privileges within your CCI account.
What hours is technical support staff available? Technical support representatives are available Monday-Friday 8:30am – 5:00pm PST and can be reached at (800) 954-2266. CCI systems are available 24/7/365.
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