Tracing Lost Payments
Procedure


Document Number: SAMPLE 1	Revision #: 1.0
Document Owner: Quality Assurance	Date Last Updated: 03/26/2002
Author: Rich Jennings, Cust Svc Mgr	Status: In Development

General Description

Task / Scope:

Investigate a customer complaint of payment not applied to account.

Purpose:

The purpose of this task is to keep customer records accurate and satisfy customer complaints.

Who Performs:

CCC\Revenue Collection Supv
CSR-CCC
CSR-Revenue Collections
CSR-Shift

Department:

CCC Operations
Customer Programs & Support
Revenue Collections

When to Perform:

On customer request

Requirements

Approvals:

No approvals required.

Pre-Knowledge:

Before performing this task you must know ...
Standard Company Policies

Specific Knowledge:

How to identify a dispute
How to enter dispute indicator
How to give a utility report
How to close a dispute indicator
How to read CIS ACCT format
How to read CIS CASM format
How to use TOPR
How to use micro-fiche

Equipment:

CRT

Materials:

1607A
Microfiche

Warnings and Precautions

Warnings:

Performing this task improperly could result in:
Chapter 56 violation
Customer dissatisfaction

Overview of Steps

Search for Missing Payment

1.1	Check ACCT to see if payment has posted.
1.2	Check TOPR to see if payment is waiting to post
1.3	Check TRFH to see if payment was posted to an old account.
1.4	Check lower sub for current account to see if payment has posted.

Inform Customer of Status

2.1	Status: PAYMENT FOUND
2.2	Status: PAYMENT MISAPPLIED
2.3	Status: PAYMENT NOT FOUND

Complete Appropriate Transaction

3.1	Action if: PAYMENT ALREADY POSTED
3.2	Action if: PAYMENT WAS MISAPPLIED
3.3	Action if: PAYMENT NOT FOUND

Detailed Steps

Search for Missing Payment

How to Do:

Follow the search path below until you either

a) locate the missing payment OR
b) determine that no record of the payment exists in the company records.

Result:

You will have made a thorough company investigation to resolve the customer complaint.

Special Warnings:

Check INHI to see if complaint has been investigated in the past.

1.1	Check ACCT to see if payment has posted.
1.2	Check TOPR to see if payment is waiting to post
1.3	Check TRFH to see if payment was posted to an old account.
1.4	Check lower sub for current account to see if payment has posted.

Inform Customer of Status

How to Do:

Your search in Step 1 will result in one of 3 possibilities: PAYMENT FOUND, PAYMENT MISAPPLIED or PAYMENT NOT FOUND.

Inform the customer of the STATUS of your investigation and explain the next steps as described below.

Result:

The customer will understand and be satisfied with the explanation of the situation and will understand what, if anything, he or she must do to resolve the situation.

2.1	Status: PAYMENT FOUND
	How to Do: Inform the customer that you found the missing payment and that any late payment charges will be canceled. Apologize for the inconvenience to the customer. If necessary and appropriate, explain the reason for the error. If the customer still has an overdue balance even after the payment is credited offer payment arrangements.
	Result: The complaint is resolved and the customer is satisfied.
	If an Error Occurs: If the customer still is not satisfied: a) identify other concerns and address as needed. b) if necessary, consult your supervisor.
2.2	Status: PAYMENT MISAPPLIED
	How to Do: Inform the customer that you have found the missing payment and if there are any late payment charges, you will have them cancelled. Apologize for the inconvenience to the customer. If necessary and appropriate, explain the reason for the error. If the customer still has an overdue balance even after the payment is credited offer payment arrangements.
	Result: Result: The complaint is resolved and the customer is satisfied.
	If an Error Occurs: If the customer still is not satisfied: a) identify other concerns and address as needed. b) if necessary, consult your supervisor.
2.3	Status: PAYMENT NOT FOUND
	How to Do: Inform the customer that you can find no record that the payment was made. Ask the customer to supply a cancelled check or receipt for the payment which you can use to further investigate and resolve the problem.
	Result: RESULT: The customer understands the status and knows the necessary next steps to resolve the problem.
	If an Error Occurs: If the customer is unhappy with your answer and objects to supplying the receipt of payment then . . .

Complete Appropriate Transaction

How to Do:

Select the appropriate actions from the following list then complete the transaction and close the complaint.

Result:

The customer complaint will be properly resolved and records will be updated.

If an Error Occurs:

See your supervisor.

3.1	Action if: PAYMENT ALREADY POSTED
	How to Do: No additional action required.
3.2	Action if: PAYMENT WAS MISAPPLIED
	How to Do: 1. Access TRFH 2. Enter FSMM OTHR (File Only,) dispute 3. COMP the FSMM OHTHER and document the results. 4. Cancel any late payment charges if appropriate
3.3	Action if: PAYMENT NOT FOUND
	How to Do: Wait for documentation from customer. Then reopen investigation and complete the procedure "Running an Audit Trail on a Cancelled Check"

Attachments

Flowchart Attachment

Revision History

Revision #:
1.0
06/01/1999
Added flowchart attachment.

Authorization History

Jerry Hall
President
jerry@hallusa.com

Contributing Authors

The following are subject matter experts who contributed to this document:

Lawrence Miller

Distribution / Routing List

All persons or areas listed below should receive a contolled copy of this document once it is approved.

Customer Service
Operations
Training