Missing Payment

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Updated: 13/03/24

Missing Payment can be a situation where a customer makes a payment which is not reflecting on their account. 

This occurs if the customer paid into the incorrect account or if the payment is still being processed and does not yet appear. 

It is important to investigate by asking the customer certain questions: 

  • How did you make the payment?  Credit Card, Post Office, Cheque, Direct Debit, or EFT/Online
  • Do you have multiple accounts with Vodafone?
  • What are the account numbers relating to your accounts? 

Using this information, check the 'Current Account' section of the relevant accounts on UFE to verify if the payment is visible. 

The SLA for the payment to update on the account depends on the payment type: 

  • Credit card = Immediately 
  • Post Office = up to 5 working days 
  • Cheque = 7-10 working days
  • Direct Debit = Immediately 
  • EFT/ Online = Immediately 

Please note: Direct Debit is the recommended payment means for all customers. Offer to set this up for the customer if it is not their current means of payment.  

For more information on billing and payments, please click here.  

 

What is a Missing Payment?

A missing payment is when a customer has either paid into the incorrect account, or the payment has not appeared on their account yet.

Customers may have two separate accounts, one for Mobile and one for their Fixed line services, which may have two different account numbers.

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What are the steps you can take to support a customer with a missing payment?

  1. Ask the customer how they made the payment and the financial account number used to make the payment. You can check the current account section on UFE to see if the payment is visible on their account. 
  2. Check if this is the account that the customer intended to make the payment to. Check the financial account within UFE to see if the subscriber details match this account.The customer may have several Vodafone accounts with us.
  3. Please check the customers' other accounts to see if the payment is visible.

Please Note: Advise the customer that a non-card payment can take up to 5 working days to clear on the account.

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The payment is visible on the intended account, what do you advise?

If the payment is visible on the correct account, advise the customer that the payment is showing on the customer's account and continue to follow the decision tree flow.
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The payment is not visible on the intended account, what can you do?

First you need to identify the method that the customer used to make the payment.

1.   Credit card payments

Credit Card payments will require investigation via a case, you will be required to follow up with the customer.

Please note: We cannot ask for the complete card number from the customer and if required, we can only ask for the last 4 digits of the card number.

2.   Post Office Payments

Post Office payments take 5 working days to update on the account. You must advise the customer of this.

Note: If a customer is calling to give a reference for updating the payment on the account, advise that it is not required anymore unless they are calling to unbar the account.

To ensure that the payment reflects immediately on the account, you should advise customer to pay via the methods listed below:

  • Card Payment
  • Direct Debit
  • Online

If the payment was made and 5 days have passed, advise the customer you will need to get it investigated and you will follow up with them.

If the amount was paid under 5 days ago, continue to follow the decision tree flow.

If the amount was paid and 5 days have passed, continue to raise a case.

3.   Cheque Payments

Cheque payments take 7 to 10 working days to update on the account. You must advise the customer of this.

To ensure that the payment reflects immediately on the account, you should advise customer to pay via the methods listed below:

  • Card Payment
  • Direct Debit
  • Online

If the payment was made and 10 days have passed, advise the customer you will need to get it investigated and you will follow up with them.

If the amount was paid under 10 days ago, continue to follow the decision tree flow.

If the amount was paid and 10 days have passed, continue to raise a case.

4.   Direct Debit Payments

Check that the Direct Debit is still active, this can be checked in ‘Recurring Payments.’

If the Direct Debit was cancelled, set up the Direct Debit again for the customer.

The direct debit may have been rejected due to no funds or Credit Card expiry.

Check Interactions, cases and correspondence and Current account for any Direct Debit rejection fees.

Ensure the customer is aware if there is a fee showing on the account.

If the Direct Debit is still active, continue and raise a missing payment case.

If you have to add the Direct Debit again, advise the customer they can make a Credit Card payment now to clear the balance.

Direct debit failure fee or Rejection fee:

€10 per event. This will be applied if their Direct Debit fails due to insufficient funds in their account on the second and subsequent failed attempts.

 

5.   EFT/Online Payments

These are payments via Online Banking using Vodafone IBAN and BIC details.

Check with the customer if they used the Vodafone Ireland IBAN and BIC details for their payment.

The Vodafone Ireland IBAN is IE04BOFI90001746687485 and the BIC is BOFIIE2D.

If the customer used the correct details, inform the customer it will take 3 working days to investigate the issue and you will contact them back with the outcome.

For Electronic fund transfer payment issues, please include the below details while raising a case:

  • Billing Customer number
  • Financial Account number
  • Account Type
  • IBAN Payment made from (Last 4 digits)
  • IBAN Payment made to (Last 4 digits)
  • Transaction code

If the customer used the incorrect details, advise the customer to contact their bank as they may have made the payment to another account in error.

 

Below is the Missing Payment Case Screenshot for reference:

 

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The customer has made a payment to the wrong account, what do you advise?

If the customer has made payment to an account which does not belong to them, advise that we will need to raise a request to have the payment transferred to the correct account and continue to follow the decision tree flow.

 

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