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The Payment On Hold / appeal
the one route back

The appeal that reverses a closed request

A closed request has one route back, and it works often enough to be worth using. This page gives the numbers: how many were appealed, how many reversed, who reviewed them, and how long a reversal takes.

Desk spec
closed
120
appealed
76
reversed
22
upheld
54
not appealed
44
mean to reverse
3.1 d
the stateWhat the request is doing. Of 1,800 sampled requests, 1,421 were paid without ever stopping, 380 were held at least once, 260 of those were released and 120 were closed without payment.
the groundThe recorded reason a payment stopped. Across the 380 stops: a document gap 148, a source-of-funds query 96, a rail or name mismatch 61, an alleged term breach 49 and a dependency not settled 26.
the retentionThe one outcome that costs money permanently. Of 742,500.00 requested, 693,412.50 was paid, 41,147.30 returned to balances and 7,940.20 retained, at a mean 214.60 per reclaimed request.
Direct answer

Of 120 closed requests, 76 were appealed, 22 were reversed and paid and 54 were upheld, while 44 were never appealed. Reversal is therefore 29.0% of the appeals and 18.3% of all closed requests, and it takes a mean 3.1 days from the appeal to the payment.

The funnel, from closed to paid

the appeal funnel closed without payment 120 appealed 76 (63.3% of closed) reversed and paid 22 (29.0% of appeals, 18.3% of closed) upheld 54 (71.1% of appeals) never appealed 44 (36.7% of closed) of the 22 reversed: 9 were reclaimed cases, 13 were returns final paid count 1,681 + 22 = 1,703 final retained cases 37 - 9 = 28 x 214.60 = 6,008.80

Who reviews it

who reviews an appeal
reviewerappealssharereversed
a second reviewer6889.5%19
a compliance review810.5%3
all appeals76100.0%22

A different reviewer reverses more often than the same one, which is unsurprising but worth stating: 19 of the 22 reversals came from a second reviewer, and only 3 from the smaller compliance route. The two routes are not equally fast either - a second reviewer reversed in a mean 2.6 days and a compliance review in a mean 6.9.

What an appeal should contain

An appeal is not a complaint and it does not need to be long. In the sample the appeals that reversed had two things in common: they named the specific ground that was recorded, and they addressed that ground with a document or a statement rather than with the account history. An appeal that restates the whole relationship tends to be upheld, because it does not answer the question the operator asked.

Appealing a closed request
  • Appeal inside the window, because only the requests that were appealed had any chance of reversal.
  • Name the recorded ground and answer that ground directly.
  • Attach the document the ground implies rather than a narrative of the account.
  • Expect a decision in about three days from the appeal if it goes to a second reviewer.
  • Remember that an upheld appeal still leaves the return, in 13 of 22 reversed cases, and the retention, in 9.
What is keptthe 9 reclaimed cases that were reversedWho decidesthe first decision and the second reviewerThe recordthe line a reversal adds to the ledgerLegal and risk warningwhat this desk is not