Bill Date Change

Bill Date Change

Purpose

This procedure explains when and how a customer can change their bill due date. It also identifies limitations and exceptions to this change.

 Guidelines

  1. Allow one bill due date change per contract.
    1. Do not process additional changes until contract renewal.
    2. Exceptions may be made by the Accounts Receivable team.
  2. IF the customer transfers to a new mortgage company, THEN change the bill due date only at contract renewal.

Time Guidelines

If the customer calls on the first or last day of the month and payment is due that day, follow the time rules below
  1. IF the call occurs before 9:30 a.m., THEN disable the payment and change the bill date.
  2. IF the call occurs at or after 9:30 a.m., THEN the payment will be processed as scheduled.
  3. IF the payment has already processed, THEN apply the bill due date change starting the following month.
If the customer calls on any day other than the first or last day of the month and payment is due that day, follow the time rule below: 

  1. IF the call occurs before 4:00 p.m., THEN disable the payment and change the bill due date.
  2. IF the call occurs at or after 4:00 p.m., THEN the payment will be processed as scheduled.
  3. IF the payment has already processed, THEN apply the bill due date change starting the following month.
NotesOracle requires 15–20 minutes to update after a CSR enters a new bill due date. The updated due date will not appear, until the system update is complete

Process

  1. Click Menu Options, then select Billing and Billing Detail to display the Billing Information screen.



  2. Double-click the most recent Due Date field to launch the Change Due Date pop-up.
  3. Enter the new bill date requested or press [F9] to display a calendar from which you can select the requested bill date.
  4. Enter a reason for the bill date change in the Gap Reason field and click Process, then Exit to close the Billing Information screen. The new due date will be updated when Oracle updates. 

Info
A pop-up alert is displayed if multiple attempts are made to change the bill date. Message reads, "Due date has already been changed for this contract.

Documentation

  1. Go to the Communication History Log screen.

  2. Click in the new row of each drop-down field and select the following:
    1. Communication Source  - Customer
    2. Communication Object  - Customer
    3. Correspondence Type  - Leave blank
    4. Communication Type  - Retention Customer Service
    5. Communication Method  - Phone

  3. Selecting Retention Customer Service as the Communication Type displays options below the Comments field.
    1. Click the Disposition Code down arrow and select Billing/Account Update.
    2. Leave the In/Out Bound Flag and Renewed Flag checkboxes as-is.

  4.  The notes in the Comments field should reflect as follows: 
    1. Caller: Customer's full first and last name
    2. Reason for call: Billing Update
    3. Reason Details: Reason for changing bill due date
    4. Action Taken: Updated bill date to dd/mm/yyyy, informed customer bill date can be changed only once per contract
    5. Sales details: N/A
    6. PYMT details: N/A
  5. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.


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