Tithing / Donation Account - Unable to add

Member “A” cannot add a bank account to his LCR. Member has had this issue for over a year. I tested the bank information by adding the bank information to another LCR account and it works so the bank account information is not the issue. Member has tried incognito, different browsers, different iPhones, computers etc.

December 19, 2023 - Contacted local unit support. Rep said they will report it.

January 16, 2024 - called to follow up. Rep said developers were notified but no timeline of resolution. Was told that there was a known system issue sometime last year but that was resolved.

January 29, 2024 - called to follow up. Found out that case number above was closed with no resolution. Opened new case.

February 23, 2024 - called to follow up. Rep said there is a note on 2/16/2024 that developers said they will look into it and gave no timeline of resolution. Also asked rep why first case number was closed. Supposedly, there was no notes added within 14 days so it automatically closed.
- also called Zions bank to see if member “a” had a very old (20 years ago) default with Zions bank would cause issue. But was told, it shouldn’t.

So is this a developer issue or something to do with the membership record or account, duplicate?

Do I keep calling every week to local unit support?

A couple of thoughts:

Is the member age 13 or over? Is the MRN on the account the correct MRN? (It might be a child's MRN). Since under 13 can't donate, that would be a problem.

Has the member lived in other countries? I know of cases of ex-pats living in other countries that have to make special arrangements to pay from a US bank. (By default, you can only pay on a bank your membership record is in.) It may be worth emailing onlinedonationsupport@churchofjesuschrist.org to make sure there isn't something set on the account that doesn't match the country of the bank they're trying to use.

Please let us know what you find out.