***Payment Research Tickets are opened for Completed Electronic Transactions ONLY-Checks, A2A and P2P transactions are at the discretion of the CU to resolve***

Determine which of the 5 scenarios listed below the member’s transaction falls under and collect the requested information.

If you could not obtain some of the information, please make note of that.

Once the info has been collected, forward the request to your lead/manager for submission.

Scenario 1: Transaction Not Posted or Missing

• Have 2 business days past since the payment delivery date listed in Ontrac?
  • IF NO:
    • Please advise the member we need to wait 2 business days to allow for the payment to post before we can proceed. 
• Did the member contact the biller?
  • IF YES:
    • Does the member have the contact name and phone number of the representative they spoke to at the biller?
  • IF NO:
    • Please advise them to contact the biller. Ask the member to collect contact info for the rep they speak with at the biller. 
• Is the member’s name on the biller account?
  • If YES:
    • What is the payment due date and payment type (i.e. insurance, cable, utilities, credit card etc.) 
    • Example: This payment is for a utility bill due on 10/1/23
  • IF NO:
    • Provide the name on biller account, SSN of the owner of the account, payment due date and payment type (same as above).
• Did the member receive a new account number with the biller?
  • IF YES:
    • Collect the new account number

Scenario 2: Incorrect Amount Posted

• Have 2 business days past since the payment delivery date listed in Ontrac?
  • IF NO:
    • Please advise the member we need to wait 2 business days to allow for the payment to post before we can proceed. 
• Did the member contact the biller?
  • IF YES:
    • Does the member have the contact name and phone number of the representative they spoke to at the biller?
  • IF NO:
    • Please advise them to contact the biller. Ask the member to collect contact info for the rep they speak with at the biller. 
• Is the member’s name on the biller account?
  • If YES:
    • What is the payment due date and payment type (i.e. insurance, cable, utilities, credit card etc.) 
    • Example: This payment is for a utility bill due on 10/1/23
  • IF NO:
    • Provide the name on biller account, SSN of the owner of the account, payment due date and payment type (same as above).

Scenario 3: Posted to Wrong Biller

• Have 2 business days past since the payment delivery date listed in Ontrac?
  • IF NO:
    • Please advise the member we need to wait 2 business days to allow for the payment to post before we can proceed. 
• Did the member contact the biller?
  • IF YES:
    • Does the member have the contact name and phone number of the representative they spoke to at the biller?
  • IF NO:
    • Please advise them to contact the biller. Ask the member to collect contact info for the rep they speak with at the biller. 
• Is the member’s name on the biller account?
  • If YES:
    • What is the payment due date and payment type (i.e. insurance, cable, utilities, credit card etc.) 
    • Example: This payment is for a utility bill due on 10/1/23
  • IF NO:
    • Provide the name on biller account, SSN of the owner of the account, payment due date and payment type (same as above).
• Is the biller account the payment was sent to currently active? 
  • IF YES:
    • The member needs to contact the biller for a refund
  • IF NO:
    • Gather the following information:
      • What is the name on the account, last four of SSN of the owner, payment due date and payment type?

Scenario 4: Dispute Late Fees

• Have 2 business days past since the payment delivery date listed in Ontrac?
  • IF NO:
    • Please advise the member we need to wait 2 business days to allow for the payment to post before we can proceed. 
• Did the member contact the biller?
  • IF YES:
    • Does the member have the contact name and phone number of the representative they spoke to at the biller?
  • IF NO:
    • Please advise them to contact the biller. Ask the member to collect contact info for the rep they speak with at the biller. 
• Is the member’s name on the biller account?
  • If YES:
    • What is the payment due date and payment type (i.e. insurance, cable, utilities, credit card etc.) 
    • Example: This payment is for a utility bill due on 10/1/23
  • IF NO:
    • Provide the name on biller account, SSN of the owner of the account, payment due date and payment type (same as above).
• Was the late fee caused due to a Payrailz issue? 
  • IF NO
    • Payrailz is not responsible for the late fee
  • IF YES:
    • What is the name on the account, last four of SSN of the owner, payment due date and payment type. 
• Did the member receive a new account number with the biller?
  • IF YES:
    • Collect the new account number
• Ask the member to provide a statement showing the late fee

Scenario 5: Duplicate Transaction Error

Note: This scenario should only be used when Payrailz notifies you that there has been an issue with duplicate payments

• Did the member contact the biller?
  • IF YES:
    • Does the member have the contact name and phone number of the representative they spoke to at the biller?
  • IF NO:
    • Please advise them to contact the biller. Ask the member to collect contact info for the rep they speak with at the biller. 
• Is the member’s name on the biller account?
  • If YES:
    • What is the payment due date and payment type (i.e. insurance, cable, utilities, credit card etc.) 
    • Example: This payment is for a utility bill due on 10/1/23
  • IF NO:
    • Provide the name on biller account, SSN of the owner of the account, payment due date and payment type (same as above).
• Confirm: did the member send the payment multiple times?
  • IF YES:
    • Please have the member contact the biller directly.
• Obtain details for both payments- Biller Name, Amount, and Date Processed?