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 鈥楩unction Menu鈥�

  • select 鈥楬ousehold鈥� on the toolbar
  • select 鈥榁iew Account鈥� from the options available. You will be taken to the 鈥楰ey Entry Data鈥� screen
  • enter the customer鈥檚 NINO
  • select the 鈥楢ll鈥� checkbox
  • select the 鈥橮ayment Schedule鈥� checkbox
  • select 鈥極K鈥�.

If you are taken to the 鈥楽elect Award鈥� screen

  • select the relevant award
  • select 鈥極K鈥�. You will be taken to the 鈥榁iew Direct Payment Schedule鈥� screen
  • go to Step 2.

If you are taken straight to the 鈥榁iew Direct Payment Schedule鈥� screen, go to Step 2.

Note: The 鈥榁iew Direct Payment Schedule鈥� screen shows the following

  • 鈥楧ue Date鈥�
  • 鈥業ssued Date鈥�
  • 鈥楴et Amount鈥�
  • 鈥楢mount Recovered鈥�
  • 鈥楶ayment Method鈥�
  • 鈥楶ayment Status鈥�.

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Step 2

Make a note of the dates in the 鈥楧ue Dates鈥� 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 鈥極K鈥�. You will be taken to the 鈥榁iew BACS Details鈥� screen
  • make a note of the account details on to the Phone Query template
  • select 鈥楥ancel鈥�. You will be taken back to the 鈥榁iew Direct Payment Schedule鈥� screen
  • select the next paid payment
  • select 鈥極K鈥�. You will be taken to the 鈥榁iew BACS Details鈥� screen
  • make a note of the correct account details on to the Phone Query template
  • select 鈥楥ancel鈥�. You will be taken back to the 鈥榁iew Direct Payment Schedule鈥� screen
  • select the paid payment immediately before the first cancelled missing payment
  • select 鈥極K鈥�. You will be taken to the 鈥榁iew BACS Details鈥� screen
  • make a note of the correct account details on the Phone Query template

Note: You can also check the payment details in the 鈥楶ostings鈥� screen. This will show if there has been an amendment on the claim - for example, 鈥楢mended CTC Award鈥�.

  • return to the guidance you were previously following.