Introduction

Merging multiple bills from the same account into one single billing statement

Important

• To combine multiple accounts at the same address, see Account Ownership Change

• Verify the account has a current balance prior to merging statement
   
• Always merge to the lowest statement number - Merge statement two or three into statement one;  Once statement one becomes inactive, it cannot be re-activated

Additional Information:

• Do not merge one customer's statement with another customer's statement
   
• The Bill Day is from the remaining ACTV statement and prorates are generated accordingly

• A statement pending disconnect (non-pay or standard disconnect) -OR- disconnected cannot be merged with an active statement
   
• Customers with active Campaign J or B on their account can't merge their statements when the bill day is different
   
  • From the Customer Services screen, click the Pricing option
     
  • When a Campaign J or B exists, you get this message Bill With / Merge Not Allowed; Campaign Restrictions Exist
     
    • Process a bill day change and make all bill days the same
       
    • The statements can be merged
       
      • Note: Changing the bill day causes prorates 
         
• The IVR immediately recognizes the statements are merged and self help is re-instated

   

Resolution Steps

1. Statement Configuration [BI] screen
   
   
2. Select the statement to merge into statement one
   
    
   • Always merge to the lowest statement number
     
     
3. Click the Merge button
   
   
4. Highlight the statement and click the Select button

   

    
   
   
   • Note: If the customer has more than two statements and wants them all merged together, they all must be merged to the same statement
     
     
   • If the customer has three statements, merge them as follows:
     
     
     • Statement 2 to Statement 1 
       
       
     • Then Statement 3 to Statement 1
     • If you see this message- Multiple Service Account numbers Exist for this Bill With Account
5. Place a check in the box next to Confirm
   
   
6. Click OK
   
   
7. The Customer Statement Configuration screen reappears
   
   
   • Statement one (1) will be ACTV
     
     
     • The Bill Day is from the ACTV statement and prorates are generated accordingly
       
       
     • The statement that was merged with the first statement now has a status of N/CI