Balance Transfers - Route a Case-3538

Introduction

• A customer may request a balance transfer to delay or prevent a non-pay disconnect on one statement 

Resolution Steps

• On the BOLT General Ledger tab, review balance transfer examples and route a case in these instances
   
  1. When transferring a credit balance from one statement to another
      
     • Example: Customer merged statements and has a credit balance on the inactive statement
        
  2. To transfer a posting error from one statement to another 
      
     • Example: Customer has multiple statements and both payments were applied to one statement instead of the individual statements
        
  3. To transfer a balance between accounts when the accounts are in the same name  
      
     • Example: Customer has two accounts and both payments were posted to one account instead of the individual accounts 
       
        
• Create a Case by entering the information as described below and click Submit
   

  Record Type	Non Technical
  Reason	Bill Invoice Question or Issue
  Reason Detail	Billing Question / Inquiry
  Select	Balance Transfer
  Destination Queue	Financial Services (FS)
  Notes	Valid contact name and phone number

• Back Office Financial Service Follow-up
   
  • The BOLT case is completed in 2 business days 
     
  • If an escalated situation arises, contact a resource to escalate the account information to Financial services
     
  • When necessary, Financial Services contacts the customer
     
  • The Case Comments are updated with the outcome