Skip to main content
G
grees
November 22, 2021
Question

Removing credits

  • November 22, 2021
  • 1 reply
  • 0 views

I would love some help please!

 

I have been in contact with 5 agents today and each and every one of them was unhelpful and two actually made the issue worse. I have recently taken over from the woman who used to do the accounts here and they are a bit of a mess. One of our customers had a credit on the account for a random amount, not sure why! So i contacted support, i was advised to delete a payment which bought it to 0. i asked before hand if this would make it so i was unable to reconcile, she said no. Lo and behold I am unable to reconcile, she cannot fix it i speak to the next person, who creates a new payment of 7x the amount so I am able to reconcile but leaves and even bigger credit on the customers account. 3 advisors later and not only do they not understand the issue but they are asking me to do things I feel will make it worse... please help! 

1 reply

G
GeorgiaC
November 22, 2021

Hi grees, we're sorry to hear of the trouble you've had with our support team on this. If the original credit was reconciled and posting to a payment account, this would create a discrepancy of the same amount when deleted. If the credit had been entered on the account in error, it would be correct to remove this. We would advise removing any payments which did not occur in real life, and reconciling the customer's account against previous statements - if you require any further help please provide get back to us with further details below. 

Terms & ConditionsAccessibility statement