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Viewing and updating Interest Charge (IC) via Financial Customer Care in Customer First 107-02030030

This document provides information on how to view and update IC in Customer First.

Viewing, updating or excluding interest

Step	Action
1	Locating debt interest history + Read more ... View the debt interest history: in Customer First > Financial Customer Care > select Debt List select the value in the Interest Charge column to go to the Debt Interest History screen Where the customer has 6 or more debts paid in full, view current debts by opening the Interest Charge dropdown menu. Select: sort descending, or the Forward link (at the end of the Debt List)
2	Recalculating interest + Read more ... If the customer wants to know the current amount of interest they are required to pay, select: Debt List Update Interest to request an update to the current interest values. This will recalculate and show the amount of interest up to the previous day Note: for debts migrated to the Public Sector Collections and Disbursement (PSCD), under Migrated Debts, select Debt Status value to view the Customer Documents screen.
3	Manual exclusions + Read more ... Apply a manual exemption (exclusion) where the customer: did not receive their initial IC letter and can provide evidence that they moved to another address before the letter was issued, or has a reasonable excuse for failing to: enter into an arrangement, or make a payment requests a manual exclusion due to living in a declared disaster area. See Debt raising and recovery for customers in locations affected by disaster events
4	Coding a manual exclusion + Read more ... IC exclusions are added at the individual debt level. Access the Exclusions screen from the Debt Interest History screen. Select the Exclusions link to see the Interest Exclusion Periods page. The New, Delete and Save options are available for users with delegation. To add an IC manual exclusion, go to Debt List in Customer First. Select: the Update interest icon ensuring 'to date interest accrued' is listed on the debt(s) the Interest Total amount hyperlink the Exclusions icon New on the Interest Exclusion Periods page: key the dates for the interest to be excluded Save Written off debts will display at the end of the Debt List. Multiple coding may be required (for example, debts under bankruptcy.