Handling a Missing Payment Concern-1816

Introduction

If account is in jeopardy of being shut off in the next 5 days due to the missing payment place a payment arrangement on the account while the missing payment is located to avoid suspension

Resolution Steps

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Payment Posting Time Frames

Mailed to lockbox: up to 10 business days
Credit Card: same day
Authorized Payment Center: up to 3 business days
Western Union: up to 3 business days
Online Bill Pay Services: up to 10 business days
IVR and Selfcare: same day
IVR, over the phone with an agent, at the local office: same day

BOLT Account Review

Determine how the payment was made - cash, check, credit card
- What account number was used to make the payment?
Check Payment History on the MOP / Payment History Tab
Check all statements on the General Ledger Tab
Review Collections Tab
Look for previous customers at the address for recent payments
Look for a payment on an old account (if customer transferred service)
- Documentation is required surrounding payment transaction to locate and / to transfer the payment

If payment is not found, submit a BOLT Case (Allow up to 10 business days from the date documentation is received for processing)

Record Type	Non Technical
Reason	Financial, Payments & Refunds
Reason Detail	Payment Issue / Inquiry
Case Reason	Payment Issue / Inquiry
Destination Queue	Payment Processing
Notes	Payment type and amount, documentation / note that the customer informed proof of payment needed and contact number

Customer must send appropriate proof of payment (see below):

Email:
- All Markets: cash.escalated@astound.com
Fax:
- Texas Fax: 833-247-2633 with BOLT case number
- All other markets Fax: 570-270-1498 with BOLT Case number

Proof of Payment Accepted

Front and back copy of the processed check
Front and back copy of the cashed money order; not a copy of the receipt
- Customer must place a trace with the facility where the money order was purchased
Original copy of the credit card statement, showing the entire credit card number and name on the card
- Customer can submit first 6 and last 4 digits of credit card used to begin research
Copy of the bank statement showing the customer's name and the date the transaction was processed for ACH, direct debit or EFT payments
Copy of the receipt from a payment made at a local office
Copy of the emailed receipt when a payment was made online with Selfcare
Copy of the Western Union or Cash Point receipt
Copy of the electronic pipeline transmittal used by their financial institution when online or 3rd party bill pay is used