Introduction

• To determine the reason, see Determine the Status/Method of a Customer’s Payment
  
  
• Although the account may not show a past due balance, it can still be in jeopardy of a non-pay disconnect due to a payment denial
  
  
• When a payment is denied, the statement says Payment Declined
  
  
• You may also view Collections Comments for information regarding MOP denials
   

• If a customer states their payment was denied, access the account and verify the denied payment
  
  
• Process another payment 
  
• When a direct debit payment is returned for insufficient funds, a fee is applied. (AR comments show reason R01) 
  
  
  • Auto Return Check Charge and the dollar amount display on the account, which indicates the payment did not clear the first time it was presented 
    
    
    

Resolution Steps

1. When a customer says their account had sufficient funds, advise them to fax the letter from the bank to us at 570-270-1498
    
   • The letter must be on bank letterhead, contain the customer's account number, and must be signed by a bank representative
      
2. Click Create Work Order or Technical Case
    
   • Fill out the information as described below and click Submit
      

     Record Type	Non Technical
     Reason	Financial, Payments & Refunds
     Reason Detail	Payment Issue / Inquiry
     Case Reason	Payment Issue / Inquiry
     Destination Queue	Payment Processing
     Notes	Any pertinent information

1. Let the customer know Payment Processing will research the issue
    
2. Payment Processing completes the Case in 2 business days: