General information
Another name for Minimum payment due adjustment
What is Skip Payment
What is valid
we see the cm has a valid reason, however the cm is enrolled in direct pay
What is cancel direct pay and inform customer you have cancelled
A MPD adjustment on this type of account is only allowed in a double payment scenario i.e. both payments posted in the same billing period, but the customer intended on them posting in two separate cycles
What is a delinquent account
The customer made a large payment of $2000 Wanted $1000 of that payment to be applied to the next months billing statement
What is invalid
Required talking points which should be handled as verbatim talking points
What is Interest WILL continue to accrue
Any payments scheduled for the next two days may still process
The cm has a scheduled CMA/ACH payment
what is contact cma to cancel upcoming payment keep cm on the line so you can continue servicing once cma is done
letter 102697
what is a skip pay confirmation letter
C/M is facing Hardship and cma does not have any available resources
What is invalid
Suggested talking points you should just say anyway
No late fee will be charged
you can still make a payment if you would like to
The cm made a double payment last billing cycle, and the account is now past due
what is inform the customer the MPD adjustment applies only towards the new amount due (not the past amount due) the customer is still responsible for paying the past due amount. Once past due amount is paid it will bring the account current
When a MPD adjustment is completed, a systematic memo is added including
DirectPay cancelation memee if the agent cancelled a DPY enrollment
MPD adjustment reason
confirmation letter memo
what is an account memo
C/M experience fraud charges which increased the amount of the minimum payment due
what is Valid
The customer requests the interest charge to be adjusted after being told the interest continues to accrue
what is standard adjustment handling applies
The customer wants to confirm the amount is changed
what is Customers may go online to confirm the MPD shows $0
Customer calls and we waive the cm's late fee but we arent able to remove the fee amount from the MPD, CM then states because of the increase they are not able to make the minimum payment
What is valid
It is good practice to refresh the memos to confirm the systematic memo appears to confirm the adjustment was successful
what is confirmation memo check
CM is over the limit and has caused the MPD to increase
What is DO Not complete MPD adjustment on these accounts