Missing BACS Payment (AG)

• Use the Due Date on the Payment fax sheet (BACS) referral to establish the missing payment
   
• Use Function VIEW HOUSEHOLD ACCOUNT and go to the View Direct Payments Schedule screen to establish the missing BACS payment the claimant has not received
   
• Click on the appropriate payment to highlight it
   
• Click on the [OK] button. You will be taken to the View BACS Details screen. Establish

• The amount of the missing payment
   
• The payment status
   
• Identify the date in the Date Issued column for the missing payment
   
• Make a note of the account details used for the missing payment

• Use Function VIEW APPLICATION and go to the Payment screen to check the account provider

• If the claimants NINO is in the Build Soc Ref field and the name of the bank is the Citibank NA the claimant will have a foreign account provider

Or

• If the Complex Case signal appears, refer the claim to the European Economic Area (EEA) Team

• Complete the freehand e-Form referral with details of the missing payment
   
• Complete the Subject Field with ‘EEA - International Bank Liaison Query’ or ‘EEA - Complex Case’, as appropriate
   
• Send to TCO Referrals (TCO Preston 2)

Then

• Go to step 9

Otherwise

• Is the account provider the Nationwide Building Society

• Yes, go to step 9
   
• No, go to step 2

• If the missing payment has already been received and actioned
   
• If the account details are correct or have changed
   
• The payments are suspended
   
• If the payment has been replaced by the Enquiry Centre
   
• If there is any other information relating to the missing payment

• If the payment has been replaced by the Enquiry Centre, cancel the payment but do not re-issue it, go to step 8
   
• If the missing payment has already been actioned, go to step 9
   
• If the payment status of the claim is

• Paid, go to step 3
   
• Cancelled, go to step 6
   
• Suspended, take no further action

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

• If you are unable to contact the claimant, go to step 9
   
• If you are able to contact the claimant and they have now received the payment, go to step 9
   
• If you are able to contact the claimant and they have not received the payment

• Refer the claim to the Bank Liaison Team for further investigation
   
• Complete form TC687 and fax to the Bank Liaison Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Set up a clerical BF for 2 weeks

• If a reply is received, go to step 4
   
• If no reply is received, extend the BF for 2 weeks at a time until you reach 2 months, If a reply is still not received after 2 months, telephone the Bank Liaison Team for an update (This text has been withheld because of exemptions in the Freedom of Information Act 2000). When a reply is received, go to step 4

• The payment has been paid into the correct account, go to step 9
   
• The payment has been returned, go to step 8
   
• New account details have been provided, go to step 5
   
• The claimant has not received the payment, for example where the payment was credited to a 3rd party account

• If the case has not been referred to Compliance by the Bank Liaison Team, go to step 8
   
• If the case has been referred to Compliance by the Bank Liaison Team

• Set a clerical BF for 2 weeks. If a reply has not been received after 2 weeks, telephone the Bank Liaison Team for an update (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• When a reply is received, you will be advised by the Bank Liaison Team on the action to take. If you are advised to
   
• Cancel and re-issue the payment, go to step 8

Or

• Suspend the payments. Follow the guidance in Setting And Removing Suspension Reasons and then go to step 9

Then

• Go to step 9

• Check if the cancelled payment is still in the View Direct Payment Schedule screen

• If the cancelled payment is still there, the award has not re-profiled, go to step 7
   
• If the cancelled payment is not there, the award has re-profiled, go to step 9

• Go to the Payment screen
   
• Check if the account details have been changed

• If the account details have not changed, telephone the claimant. Follow the guidance in Contacting The Claimant. Inform them that we are holding incorrect account details for them and ask for the correct account details

• If you obtain the correct account details, enter the correct details. Follow the guidance in Bank Account / Building Society Change and then go to step 9
   
• If you cannot obtain the correct account details, suspend the payments. Follow the guidance in Setting And Removing Suspension Reasons and then go to step 9

• If the account details have changed and are correct, re-issue the payment, go to step 8

Then

• Go to step 9

• ‘PR00 – Missing BACS referral received for payment due _ for £_ refused. Duplicate BACS referral. Original already being actioned’
   
• ‘PR01 – Missing BACS referral received for payment due _for £_ refused as payment has already been cancelled and re-profiled’
   
• ‘PR02 – Missing BACS referral received for payment due _ for £_ refused – already cancelled. Responsibility to re-profile lies with AFP work list’
   
• ‘PR04 – Missing BACS referral received for payment due _ for £_ refused. Payments have credited correct account. Confirmed by Bank Liaison’
   
• ‘PR05 – Missing BACS referral received for payment due _ for £_. Fax sent to Bank Liaison to investigate. Awaiting response’
   
• ‘PR06 – Missing BACS referral received for payment due _ for £_ reused as payment has already been re-profiled’
   
• ‘PR07 – Missing BACS referral received for payment due _ for £_. This has now been cancelled and will be re-profiled in the near future’
   
• ‘PR08 – Missing BACS referral received for payment due _ for £_ refused. Payments have dropped off the schedule so unable to cancel. (claimant’s name) is now being paid manually’
   
• ‘PR09 – Missing BACS referral received for payment due _ for £_ refused. Payments have dropped off the schedule. (claimant’s name) needs to contact local HMRC Enquiry Centre and request they send an Annexe B1 to TCO. TCO will then make manual payments until resolved’
   
• ‘PR10 – Missing BACS referral received for payment due _ for £_. Missing BACS payment has now been received. No further action’
   
• ‘PR11 – Missing Post Office card account referral received for payment due _ for £_. (claimant’s name) will need to contact Post Office card account Helpline on 0845 7223344’
   
• ‘PR12 – Missing BACS referral received for payment due _ for £_. These were paid into an old bank account but claimant still has access. Confirmed by Bank Liaison’
   
• ‘PR19 – Missing BACS referral received for payment due _ for £_. Payment has been cancelled but not re-profiled. Account details have been updated, yet payments appear to have been halted after_. Possible vantive to be raised’
   
• ‘PR21 – Missing BACS referral received for payment due _ for £_. Officer liaising with Bank Liaison and other areas before further action’
   
• ‘PR22 – (Recorded / Registered) letter (number) redirected to (insert details)’
   
• ‘TCMZ – Missing BACS referral received for payment due_ for £_ refused. Nationwide case responsibility to re-profile lies with AFP work list’

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

Then

• Go to step 10