Waiver – Expired Certificate (XCW)

Resetting a client account when they need a new certificate.

When a certificate has expired and a client logs back into their account, the account will be reset to not started and the client can complete the counseling again at no charge. The following conditions have to exist:

• The client is not a CIN/Stretto client
• The client is a web counseling (WC) client that has received their Budget Analysis (BA) but it has been more than 180 days since the client has logged into their account.

 

Below are some key details to keep in mind:

• Their previous cert info and WC history are saved into the notes on the account.
• The client does not know about the reset – the process is invisible to them.
• All existing financial information will be removed.
• The payment field will show their original method of payment–it will not show waived.

 

The reason for this change is to prevent client confusion when they take it upon themselves to log in to their old account, go through the course and then contact us wanting an “updated” certificate. This change will require clients to take the course/counseling again, per EOUST requirements, before getting a new certificate.

• This DOES NOT change the current XCW process when a client calls in.
• Choosing LOGIN AS CLIENT will not generate the automated XCW (you’ll still have to click the XCW button).

 

No Automatic XCWs for Waived Accounts (Effective 10/29/17)

Clients that were given pro-bono or financial hardship waivers will no longer automatically receive XCWs after 180 days. The certificate will show “expired” and a new account will need to be created.

Once the client creates a new account to retake the counseling we can verify if they are on the pre-approval list, if not they will need to do one of the following:

• Pay for counseling
• If pro bono, have the attorney send in Schedule I to us by email.
• If financial hardship, request a waiver and send in proof of income.

 

Counselor Q & A

Does this new change impact the XCW process for  CD OD?

No, the CD OD process is still the same, counselors will need to manually click the XCW button and provide clients the OD phone number, PIN, and transfer the client into the course.

If a client wants to review their CD counseling before signing up for Solid Start, are they able to do that?

Clients are able to review their CD/UCo accounts for 180 days after their credit counseling cert is issued. They no longer have access to review the CD/UCo counseling after 180 days without re-taking the course. 

If the client took the course the first time and used an APOV attorney code and is now taking again with a “self XCW”,  is the attorney billed again?

If the original method of payment was an APOV code, the attorney will NOT be billed again and the CD billing will show “Attorney Pays On View – Billed”, which was the original payment method. 

Will non-partner attorney information be saved on the account when the client resets?

Yes, non-partner information will remain on the account.