This guide is designed to help you accurately identify and resolve discrepancies in EROMS account balances when a payment arrangement is canceled and past-due amounts are not displayed. These steps will ensure clarity and resolution for the customer and the account.
1. Review the Customer Account
When a customer calls to inquire about their balance:
Compare Balances: Examine the account balance displayed in the Account Summary and compare it with the detailed breakdown of current and past-due amounts in the Activity tab.
Check for Notes: Verify whether any sticky notes or account flags are indicating a granted payment arrangement or other explanations for the balance changes.
2. Review Account Activity
Navigate to the Activity tab to analyze the following details:
Invoices: Confirm recent billing activity, ensuring all charges are accounted for.
Payments: Review payment history to verify completed transactions and amounts.
Arrangements: Identify any deferred payment plans or extensions:
Were these arrangements canceled due to non-payment?
Were they fully satisfied?
Do they remain active?
Adjustments: Look for modifications to the balance, such as corrections, write-offs, or additional charges.
Descriptions: Pay attention to notes detailing account changes, such as when an arrangement was canceled or when payments were applied.
3. Analyze the Account Breakdown
Use the following example to understand how a balance evolves after an arrangement cancellation:
Scenario Example:
Original Balance: The account initially had a balance of $456.28.
Customer Payment: A payment of $161.27 was made toward the past-due amount.
Payment Extension: A payment extension of $161.26 was applied.
Courtesy Adjustment: A courtesy adjustment temporarily reduced the balance to $0.
New Balance: A new invoice of $295.02 was issued, including the $161.26 from the payment arrangement.
Arrangement Cancellation: The customer did not comply with the payment arrangement:
The courtesy adjustment was reversed.
The arrangement amount was added back to the balance, increasing it to $456.28.
Disconnection Payment: After disconnection, the customer paid $161.26, leaving a final balance of $355.02. which included the Disconnection and Reconnection fee of $30.00 each
Conclusion
By systematically reviewing the account’s summary, activity history, and balance breakdown, you can effectively:
Identify the reasons behind discrepancies.
Provide the customer with a clear and accurate explanation of their account status.
This process ensures both transparency and resolution, building trust and satisfaction with the customer.
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