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
Article ID: 247
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=247