Remove Credit / Debit Card from the Wrong Account-1248

Introduction

Rarely, credit / debit card information is placed on an MOP screen in error

• Example:  Mr. Jones' credit card information was entered on Mr. Smith's account
   
• Important: if the card was used to make an account payment, it cannot be removed
   

Resolution Steps

• Verify the last four digits of the credit / debit card on the MOP / Payment History in BOLT
   
• In ICOMS, determine if the card was used to make a payment
   
  • From the Financial menu, select Customer Pending Payments and click History on the left
     
  • Highlight any line with Payment Status Accepted and select Display Detail
     
  • Check the detail for the last four digits of the card, payment date, and amount
     
• If the card was used to make a payment, it cannot be deleted; deactivate autopay as needed
   
• If the card was not used to make a payment, submit a Service Now Ticket to have the card removed