Customer is Not Receiving a Statement- 1814

Disconnected accounts with a zero-dollar balance
- Use Billing Ledger for Creating a Customer Statement for proof of payment requests on a final bill
Active account with a balance less than $1.00
Statements are sent to the service address (SA) unless the customer requests a bill-to-address
- If the Service Address is incorrect, submit an Address Request Form to the correct address
If ICOMS [BI] Print Statement is set to C Change from Previous, the bill will not print, causing a missing bill
- To correct this, see Paper and Paperless Billing Setup Instructions

In BOLT, select General Ledger tab
Statement Configuration tab displays bill to information
- Displays Service Address or Billing Address (standard)
In ICOMS Statement Configuration [BI] screen
- Bill-to information must be in all capital letters
- Five total lines of the billing address are printed on a bill
- Confirm valid formatting and verify address according to the US Postal Service Standards
  - If the address is incorrect, follow Add, Change or Correct an Address
- Make sure the Foreign Address box is not checked
- Check for Financial Services notes regarding returned mail
- If the issue is unresolved and customer states they are not receiving their bills, enter a Service Now Ticket

In BOLT, to check for paper or paperless billing status, select the General Ledger Tab, then Statement Config tab
Under the Maintain Customer Statement section, review the bill handling status:
If BOLT is out of service, verify billing setup in ICOMS
- Statement Configuration [BI] screen
- Highlight the statement and click Change
- Bill handling determines the bill delivery method
  - 1 Default Paper Bill: printed and mailed statement
    - The print state field should read: A Always Print Bill
    - Auto-pay customers must have Print Statement field set to Always Print Bill to ensure the customer's bill generates
  - 2 Electronic Billing: emailed statement Note: If this is set with no Self Care account created, the customer does not receive a bill
    - The Statement field should read A Always Print Bill