TCM0240200 - Payment - work lists: Suspended Payments work list
Version 3.0
Changes to previous version - amended guidance. Amended Standardised Message links at step 13.
Checklist
Before you follow this guidance, make sure you have
- you follow the guidance in TCM0138020
- the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting 바카라 사이트˜R바카라 사이트™ on the B&C A-Z index, selecting 바카라 사이트˜Roles and Access Process바카라 사이트™, selecting 바카라 사이트˜Roles & Access Catalogue바카라 사이트™ from the Related links menu
- you바카라 사이트™re in the correct MU. Use TCM0322460 for the correct MU number.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
If you have to transfer the work list item to another MU, go to Step 13.
If you are able to work the work list item, go to Step 2.
Step 2
Check Household Notes for any of the following messages. For how to do this, use TCM1000067.
If there바카라 사이트™s a message indicating BACS payments have been suspended due to RLS, go to Step 4.
If there바카라 사이트™s a message indicating the payments have been suspended to reduce an overpayment, go to Step 3.
If there바카라 사이트™s a message indicating the case has been 바카라 사이트˜Compliance Terminated바카라 사이트™, go to Step 4.
If there바카라 사이트™s a message indicating that payments have been suspended due to ongoing Compliance activity, go to Step 4.
If there바카라 사이트™s a message indicating the household is 바카라 사이트˜Ceased바카라 사이트™ or 바카라 사이트˜System Terminated바카라 사이트™, go to Step 4.
If there바카라 사이트™s a message indicating there is Compliance activity, but Compliance doesn바카라 사이트™t want the case, go to Step 5.
Note: If you aren바카라 사이트™t sure whether the investigation is still ongoing, contact the relevant Claimant Compliance Officer using the details they바카라 사이트™ve provided in the message or using the Claimant Compliance centre contact list.
If any other circumstances apply, go to Step 5.
Step 3
Lift the suspension. Follow the guidance in TCM0212220
then
- go to Step 4.
Step 4
Delete the Suspended Payments work list item. For how to do this, use TCM1000160
then
- go to Step 13.
Step 5
Check the suspension reason shown on the Suspended Payments work list. For how to do this, use TCM1000004.
If the suspension reason is 바카라 사이트˜Manual Payment Request바카라 사이트™, go to Step 6.
If the suspension reason is 바카라 사이트˜Death of Applicant바카라 사이트™, go to Step 7.
If the suspension reason is 바카라 사이트˜S17 not Issued바카라 사이트™ or 바카라 사이트˜Auto Giro RLS바카라 사이트™, go to Step 8.
If the suspension reason is 바카라 사이트˜Auto BACS Invalid Bank Details바카라 사이트™ or 바카라 사이트˜Invalid Bank Details바카라 사이트™, go to Step 10.
If the suspension reason is 바카라 사이트˜No Bank Account Details바카라 사이트™, go to Step 12.
Step 6
Check Household Notes for any messages that indicate that the Manual Payments Team is dealing with the case and/or manual payments are being made. For how to do this, use TCM1000067.
Note: If a case is in manual payment, it may mean it바카라 사이트™s waiting to be restored. The 바카라 사이트˜Manual Suspension바카라 사이트™ marker is set so that the manual payments can be posted before the system payments restart.
If there isn바카라 사이트™t a message indicating that the Manual Payments Team is dealing with the case and/or manual payments are being made, go back to Step 3.
If there is a message indicating that the Manual Payments Team is dealing with the case and/or manual payments are being made, go back to Step 4.
Step 7
Note: If the customer is deceased, all cases with the suspension reasons of 바카라 사이트˜Death of Applicant바카라 사이트™ or 바카라 사이트˜Auto Death바카라 사이트™ should바카라 사이트™ve been referred to the Priority 1 Team.
Check Household Notes to ensure the case has been referred to the Priority 1 Team. For how to do this, use TCM1000067.
If the case has been referred to the Priority 1 Team, go back to Step 4.
If the case has not been referred to the Priority 1 Team
- refer the case to the Priority 1 Team. Follow the guidance in TCM0040100
then
- go back to Step 4.
Step 8
Check Household Notes for any Returned Letter Service (RLS) messages. For how to do this, use TCM1000067.
Note: These will be prefixed 바카라 사이트˜XS바카라 사이트™.
If there is an RLS message
- the RLS will be dealt with by another team
- go back to Step 4.
If there isn바카라 사이트™t an RLS message, go to Step 9.
Step 9
Check if there바카라 사이트™s a work list item for the customer on the Applicant Failed Payment work list or the Household RLS work list. For how to do this, use TCM1000004.
If there is a work list item for the customer on the Applicant Failed Payment work list or the Household RLS work list, go back to Step 4.
If there isn바카라 사이트™t a work list item for the customer on the Applicant Failed Payment work list or the Household RLS work list, refer the case to your Technical Advice Line Liaison Officer (TALLO) for advice.
Step 10
Note: The suspension reason 바카라 사이트˜Auto BACS Invalid Bank Details바카라 사이트™ is set automatically when there바카라 사이트™s a problem preventing payments going into the BACS system. The suspension reason 바카라 사이트˜Invalid Bank Details바카라 사이트™ is set manually when the customer can바카라 사이트™t provide bank details when contacted.
Check Household Notes for a message that indicates the Applicant Failed Payment Team has taken action on the case. For how to do this, use TCM1000067.
If the Applicant Failed Payment Team has taken action on the case, go back to Step 4.
If the Applicant Failed Payment Team hasn바카라 사이트™t taken action on the case, go to Step 11.
Step 11
Check if there is a work list item for the customer on the Applicant Failed Payment work list. For how to do this, use TCM1000004.
If there is a work list item for the customer on the 바카라 사이트˜Applicant Failed Payment바카라 사이트™ work list, go back to Step 4.
If there isn바카라 사이트™t a work list item for the customer on the 바카라 사이트˜Applicant Failed Payment바카라 사이트™ work list, go to Step 12.
Step 12
Check if the account details have been updated and where the failed payments were sent to. For how to do this, use TCM1000325.
If the account details have been updated, go back to Step 3.
If the account details haven바카라 사이트™t been updated, go back to Step 4.
Step 13
If you바카라 사이트™ve lifted the suspension, update Household Notes with the appropriate message - PS04, PS05, PS06 or PS07 from TCM0168040. For how to do this, use TCM1000001.
If you haven바카라 사이트™t lifted the suspension, update Household Notes with the appropriate message - PS08, PS09, PS10, PS11, PS12, PS13, PS14 or PS15 from TCM0168040. For how to do this, use TCM1000001.