Tithing Settlement Statement Address Wrong

Yesterday I was sent a text message from a member stating that when she printed a copy of her 2018 tithing settlement statement from LDS.org she noticed the address listed on the statement had an incorrect PO Box address, and the website said to contact her Ward Clerk (me) to get it fixed.

I logged into her membership record and could not find the incorrect PO Box address. I went to the church and logged into MLS and could not find the incorrect PO Box address. I did a sync hoping that somehow this would update the address on the tithing side.

It is obvious the donation details settings are different from the membership details, but I don't see anywhere I can go to fix this address for her. Any advice?

Verify that you've looked at both the residential and the mailing address. I know that can be different.

You might also verify what MRN she's using on her account. It may not match the record you're looking at.

Yes, I verified the MRN on both the membership record and the tithing settlement statement and they matched for both the head of household and his wife. I also went through each individual member's record and verified the only address (residential and mailing) listed was the correct property address of the family. I validated that address with the member. So, their MRN's are accurate and updated with the proper property address. However, the address that shows within their Donation Settings online (when they log into the website to do an online donation) shows this incorrect PO Box address. And, they are not able to update this incorrect address, but instead the website tells them to contact their Ward Clerk to correct the address.

The only address I seem to have access to correct is the MRN address which are all accurate. So, I am at a loss to how to fix this on my own. I submitted an email to mlssupport@lds.org hoping they can help me figure this one out.

You may also want to look at the Donor records in MLS (Finance > View/Update Donors). It's supposed to be the same as the membership record but maybe it got out of sync somehow.

I did check in the MLS finance area under donor records and the address displayed in there matched their correct property address. Hopefully someone with more access than me (support) can help me find this mysterious address and get it updated. I so appreciate all these ideas! Thank you both for offering your help!

The problem has been solved by Gil L. at church headquarters! I wanted to follow up on this thread with the answer I received for others that might encounter a similar problem. This is what Gil L. mentioned, "So, all the member's that have a P.O box address listed on their statements and wants to change it then the ward need to contact us. For members that already have a residential address and just want to change the location then the ward can do that on their records and it should be good."

So, it appears when a member updates their residential address from a PO Box to a numbered address the Donor area will not update automatically, at least that's how I interpret what Gil is saying.