Description

The payment failed because the account holder name provided does not match the name registered with the bank. This error occurs when there is a mismatch between the name entered during payment and the official name on the bank account records.

Recommended Customer Message

Your payment could not be processed because the account holder name does not match your bank records. Please enter your name exactly as it appears on your bank account and try again.

Root Cause

• Incorrect 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.
• Nickname or informal name used: The customer entered a nickname or variation of their legal name, which does not match 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 the customer 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.