The five most common reasons are:

 1. Payment not posted or missing 

2. Payment posted for incorrect amount 

3. Payment made to incorrect biller 

4. Dispute a late fee (only if caused due to Payrailz) 

5. Duplicate payments posted

If an issue reported by a member is for a Completed Electronic Bill Payment and falls under the 5 scenarios above, an Oregonians Representative should create a Payment Research Ticket in Ontrac, only after they have verified that the member has contacted the biller directly to confirm the payment has not posted and why. 

Note: The member should always be instructed to contact the biller directly to resolve their issue. They will be able to resolve the problem quicker than Payrailz since they are the 3rd party processor.