TCM1000094 - How to check if a typo error has been made on the account details or if it has been completely changed
Step 1
On the ‘Function Menu’
- select ‘Household’ on the toolbar
- select ‘View Account’ from the options available. You will be taken to the ‘Key Entry Data’ screen
- enter the customer’s NINO
- select the ‘All’ checkbox
- select the ’Payment Schedule’ checkbox
- select ‘OK’.
If you are taken to the ‘Select Award’ screen
- select the relevant award
- select ‘OK’. You will be taken to the ‘View Direct Payment Schedule’ screen
- go to Step 2.
If you are taken straight to the ‘View Direct Payment Schedule’ screen, go to Step 2.
Note: The ‘View Direct Payment Schedule’ screen shows the following
- ‘Due Date’
- ‘Issued Date’
- ‘Net Amount’
- ‘Amount Recovered’
- ‘Payment Method’
- ‘Payment Status’.
Step 2
Make a note of the dates in the ‘Due Dates’ column and the amounts of all the cancelled missing payments on to the Phone Query template
Note: If the missing payments are in two different award periods, you must go into both awards to find all the missing payments.
- select the latest cancelled missing payment
- select ‘OK’. You will be taken to the ‘View BACS Details’ screen
- make a note of the account details on to the Phone Query template
- select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
- select the next paid payment
- select ‘OK’. You will be taken to the ‘View BACS Details’ screen
- make a note of the correct account details on to the Phone Query template
- select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
- select the paid payment immediately before the first cancelled missing payment
- select ‘OK’. You will be taken to the ‘View BACS Details’ screen
- make a note of the correct account details on the Phone Query template
Note: You can also check the payment details in the ‘Postings’ screen. This will show if there has been an amendment on the claim - for example, ‘Amended CTC Award’.
- return to the guidance you were previously following.