Customer is Not Receiving a Statement- Article no. 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 Service Address (SA) unless the customer requests a Bill To address
- If the Service Address is incorrect, submit an Address Request Form form to 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, 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 prints 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 / 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
    - Print State field should read: A Always Print Bill
    - Auto-pay customers must have Print Statement field set to A - 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
    - Print Statement field should read A Always Print Bill