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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  • 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
  • Determine how the payment was made - cash, check, credit card
     
      • Was the payment made electronically?

      • If by check, was the check cashed?

      • If by mailed payment, what address was the payment mailed to?

    • 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: 
       
    • Fax:
       
      • Texas Fax: 833-247-2633 with BOLT case number
         
      • All other markets Fax: 570-270-1498 with BOLT Case number
  • 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

Article ID: 214
Created: February 2, 2024
Last Updated: February 14, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=214