What does the status “Cancelled,” on my “Bill Payment History” report mean?
The payment was not made and must be re-initiated by the consumer. If a consumer has re-initiated payments resulting in duplicates due to this issue, they should call Customer Care Center and they will open a service request for them outlining the issue. They will attempt to collect the money back from the payee if the consumer requests, but we are subject to the rules of the payee. If the customer is in arrears or if the payee’s policy is to not return funds, we advise the consumer to withhold the next payment, etc.
