Introduction

In extremely rare occasions, credit / debit card information is placed on an MOP screen in error

• Example:  Mr. Jones's credit card information was placed on Mr. Smith's account
  
  
• If a customer used the credit card on the account to make a payment, the card cannot be removed from the account  

Resolution Steps

 

1. In ICOMS, select Customer MOP from the Financial drop down and verify the last four digits of the card
   
    
2. Select Customer Pending Payments from the Financial drop down and click History on the left
   
    
3. Highlight the individual lines and click Display Detail to see if the card was used to make a payment
    
   • The last four digits of the card, payment date, and payment amount display if the card was used
   
   
   • Cards used to make payments cannot be deleted; deactivate the card instead
     
      
4.  Select Customer MOP from the Financial drop down 
    
   • If the card status is Pink Active, AutoPay is active; highlight the card and click Unassign to deactivate AutoPay
      
   • If the card status is Black, no further action is necessary 
     
      
5. If no payment was made on that card, create a billing ticket in Service Now  to permanently delete the card
   
    
6. Note the account indicating the card information was permanently removed  
    
   • Never place any credit card number in the BOLT notes