Wrong Payment Cancelled (AG)

• Complete the Incorrect Payment Cancelled pro-forma

And

• Keep a copy of the pro-forma with any associated paperwork

• Part 1 – Your detail

And

• Use Function RECORD APPLICANT FAILED PAYMENT to complete the following details on the pro-forma

• Part 2 – Details of the claimant and partner

• Part 3 – Details of the incorrectly cancelled payment

Take a copy of the pro-forma

Note: Currently it is not possible to reverse cancel Giros where two or more giros for the same amount are issued on the same day. There is a known system problem with these cases and any incorrectly cancelled giros of this type should be stockpiled until the problem is resolved

• Is a Giro, go to step 4

• Is a BACS payment, go to step 5

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Go to step 6

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Go to step 6

’TCMZ Giro / BACS (note as appropriate) payment made on DD/MM/YYYY for £XXX.XX cancelled incorrectly. Giro / BACS (note as appropriate) payment made on DD/MM/YYYY for £XXX.XX should have been cancelled. Awaiting reverse cancellation. Case referred to RF Worthing / BASS Telford (note as appropriate)‘

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

And then

• Go to step 7

Note: This is to enable the reverse cancellation process to be actioned by RF Worthing and if appropriate BASS Telford

Go to step 8

Note: The reverse cancellation will also update the entry for the cancelled payment in the ‘Applicant Failed Payment’ Work List. The entry will be amended to read ‘Reverse Canc’. However this Work List item may be affected by amendments to the award so you must always check the Payment Postings screen to see if the action has been completed by RF Worthing

• If the incorrect cancellation has been reversed the following postings will be visible

• The original payment out. Shown as a minus figure in the ‘Amount’ column, for example –545.26

• The cancelled payment. Shown as a positive figure in the ‘Amount’ column (There is no minus sign in front of the posting), for example 545.26

• The reverse cancelled payment. Shown as a minus figure in the ‘Amount’ column, for example –545.26

• If the cancellation has been reversed, go to step 17

• If the cancellation has not been reversed, go to step 9

• A giro, go to step 11

• A BACS payment, go to step 10

• If the BACS cancellation has not been reversed and less than 10 working days have elapsed since the pro-forma was sent to BASS in Telford

• BF the papers for a further 3 days

• Continue checking to see if the cancellation has been reversed every 3 days

• And, when the BACS cancellation has been reversed

• Go to step 16

• If the BACS cancellation has not been reversed and more than 10 working days have elapsed since the pro-forma was sent to BASS in Telford, go to step 11

• For RF Worthing

• Incorrectly cancelled Giro-cheques telephone (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)and go to step 12

Or

• Incorrectly cancelled BACS payments telephone (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)and go to step 12

• For BASS in Telford

• Telephone (This text has been withheld because of exemptions in the Freedom of Information Act 2000) and go to step 13

• Request a duplicate pro-forma, as they cannot trace the original

• Take a copy of the pro-forma held with the casepapers

• Mark the top of the pro-forma ‘Urgent – Duplicate’ in red

• Send the pro-forma to RF Worthing by Taxpost as outlined in step 4

And

• BF the casepapers for a further 3 days before checking if the cancellation has been reversed

And then

• Go to step 15

• Inform you that the cancellation will be reversed but not immediately

• Ask them how long it will take

• Extend the BF date accordingly

And

• BF the casepapers before checking if the cancellation has been reversed

And then

• Go to step 15

• Tell you that they have not received the pro-forma from BASS in Telford, go to step 14

• Tell you they require more time to complete their action

• Ask them how long it will take

• Extend the BF date accordingly

And

• BF the casepapers before checking if the cancellation has been reversed

And then

• Go to step 15

• Tell you that they have never received the pro-forma

• Take a copy of the pro-forma held with the casepapers

• Mark the top of the pro-forma ‘Urgent – Duplicate’ in red

• Send to BASS in Telford by Taxpost as outlined in step 5

And

• BF the casepapers for a further 3 days before checking if the cancellation has been reversed

And then

• Go to step 15

• Tell you that they have sent the pro-forma to RF Worthing, go to step 11 and contact RF Worthing

• Give them the details of the incorrectly cancelled BACS payment

• Ask them to send a duplicate referral to RF Worthing for this case

And then

• Go to step 15

• When the BF date has expired, go to step 8 to check if the cancellation has been reversed

And

• When the cancellation is reversed, go to step 16

• Click on the correct payment to highlight it

• Select the appropriate reason to cancel the payment in the Cancel Reason field. You will be returned to the Record Applicant Failed Payment screen

• In the Record Applicant Failed Payment screen reissue the payment, if appropriate

• Click on the [OK] button

And

• Click on the [Cancel] button twice to exit this screen

And then

• Go to step 17