Bill Pay Maintenance
If the customer's BillPay profile is in this status it can be reset or reinstated
What is Closed?
A customer's online banking can be revoked for these two reasons.
What is customer request or suspicious activity?
File this CRISS case if a customer calls to tell you that a BillPay payment was unauthorized.
What is WE14 or fraud dispute?
Open this CRISS case to report issues with PNC Alerts or OTP issues
What is CE12?
True or False - A customer's Mobile Deposit will be reinstated immediately when you file the appropriate CRISS case
What is false - Opening the CRISS case sends a request for reinstatement that can not be guaranteed.
This CRISS case can be opened to complete multiple BillPay maintenance requests
What is CE05?
This CRISS case is used to reopen a customer's OLB when it is revoked.
What is WE06?
Open this CRISS case if a customer tells you that a payment was not received by a payee/biller, but the payment was deducted from the customer's account.
What is WE08 or Payment Dispute?
Most alert issues can be solved with this
What is troubleshooting?
Open this CRISS case if a customer requests their Mobile Deposit features be reinstated
What is WE25?
Open this CRISS case to change the check number series for BillPay payments made via draft check
What is WE07?
This CRISS case is used to close/revoke a customer's online banking access.
What is WE01?
File this CRISS case if a customer tells you that their biller charged them a fee for a late but successful payment.
What is WE05 or late fee dispute?
Open this CRISS case when a SLAM email communication has requested additional examples for a specific known issue.
What is CE11
A customer's Mobile Deposit has not been revoked if you do not see this in the CRISS contact history
What is a letter? Look for MOBILE REMOTE DRU LETTERs: MRD REVOKE SVC NOTICE
This is the process of sending multiple checks with the same payee and pay date in the same envelope.
What is Mail Merge? A CE06 can be opened to remove a customer from mail merge in certain situations.
When can we usually expect a resolution when filing a CRISS case to revoke or reopen OLB?
What is immediately
It is important to verify this information before filing CRISS cases related to payment problems in BillPay
What is biller account number and payment address?
This CRISS case can be opened if a customer wants to dispute an external transfer
What is WE19?
After troubleshooting, open this CRISS case if a customer has not been credited for an incoming Zelle
What is B202?
These are three request for which you would open a CE05?
What is - Change "pay from" account in BillPay, Request reset of cx's BillPay email address, Add a joint account holders name to BillPay checks, Print a PO Box or special address on BillPay checks, Cancel a recurring transfer from a Non-PNC account, or Moving BillPay payees for a surviving signer?
Check this whenever a customer's online banking has been revoked to determine your next steps.
What is the Spiderweb or Shared notes?
You may file this CRISS case if a customer tells you that a merchant did not receive a payment and the payment has also not been debited from the customer's account.
What is WE29 or payment inquiry?
Customers can expect to be contacted regarding their alerts CRISS case in this timeframe
What is 1-2 business days?
When filing a Zelle dispute in Host, place your "T" beside this field to be able to access the appropriate CRISS case
What is the checking or savings account number? (Instead of the ALK)