Rejection Messages, Probable Problems, Resolution 415-45-10-05

(Revised 6/1/2025 ML #3914)

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  1. 'Case Not Open': This message will be generated whenever the status in the integrated eligibility system, is denied or withdrawn;

    • If the status of the case should be one of these codes, the bill should NOT be resubmitted, because it has been correctly refused.

    • If the status is incorrect, it should be changed and the vendor instructed to resubmit the bill.

       

  2. 'Delivery Date Not Within Authorization Period': If the delivery date of the bill submitted by the vendor does not fall within the authorization dates on the integrated eligibility system file, the bill will reject and should NOT be resubmitted.

     

    If the Human Service Zone (HSZ) has recently revised the authorization period, it may be that a month was inadvertently omitted which should be included. If so, the HSZ must correct the authorization period, and the vendor may either resubmit the bill or the HSZ may need to pay the bill as a "Miscellaneous Payment." (See 415-35-20-15-05 #1)

     

  3. 'Payment Made Previously for This Delivery Date': The integrated eligibility system will reject any bills which have the same billing dates and information as a bill which has already been paid, whether the bill was submitted by the vendor or by the HSZ as a "Miscellaneous, Emergency, or Premium Payment."

     

    In some cases, the vendor may have received only a partial payment for a delivery. The vendor should NOT resubmit the balance of that bill and must provide the billing information to the HSZ office to have the bill resubmitted for payment.

     

    If there were two fuel deliveries or a combination of a fuel delivery and service provided on the same date, the vendor may resubmit and there should be separate invoice numbers or fuel codes so the Integrated eligibility system can recognize two different payments on the same billing date.

     

  4. 'You are Not the Authorized Supplier': If a vendor other than the one designated by the HSZ on the Integrated eligibility system file tries to submit a bill, it will be rejected, and he should not resubmit the bill. If he supplies a fuel which is a secondary heat source and the household wishes to have him paid, a "Miscellaneous Payment" should be used.

     

    If the vendor has recently been changed for this household, either the old vendor or the new may have a bill rejected depending upon whether the change has been entered in the Integrated eligibility system. If it is a bill from the old vendor, use a "Miscellaneous Payment" to pay it, and he should NOT resubmit the bill. If it is a bill from the new vendor, he should resubmit the bill.

     

  5. Master Record Not Found' or 'Case Not On File': This message tells the supplier our integrated eligibility system could not find a match for the billing number he submitted. If the number he used matches the number on the "Notice of Action," he should notify the HSZ office. If the case has not been entered on the Integrated eligibility system yet, the supplier can be told when this will be done so he can resubmit the bill. If the supplier used an incorrect number, he can resubmit the bill immediately with the correct number.

     

    This message gives the supplier only the billing number which went through the integrated eligibility system, the invoice number of the bill and the amount of the bill. It cannot print out the customer's name.

     

  6. 'Type of Fuel Billed Not Authorized for Payment': This message tells the supplier that his bill was coded for a type of fuel that was not authorized. He should first check to be sure he used the correct code for the fuel he delivered. If so, and this code does not match the authorized fuel code, he is instructed to contact the HSZ social service office. The HSZ will need to determine if the Integrated eligibility system was coded incorrectly or if something else is wrong. Once the discrepancy is resolved, the supplier can rebill the delivery, if the delivery can correctly be billed to LIHEAP.

     

  7. 'Pending Case - Cannot Pay': This message tells the supplier that the case is not yet approved for payment. This situation is unlikely to occur unless the HSZ has forgotten to remove the "pending" status code when approval information was added to the Integrated eligibility system case record. The bill can be resubmitted once the Integrated eligibility system file is corrected.