Navy Cash Standard Operating Procedures - Financial Management ...

Disbursing Office / Merchant:Working Draftweb site:e-mail address:1-866-6NAVYCASH1-866-662-8922www.navycashcenter.comnavycashcenter@ezpaymt.comnavycashfin@ezpaymt.com (EOM only)Fax: 1-888-344-3796(2) The CSC can also be reached through the Global Distance Support Center(GDSC), also known as “One Touch”. The telephone numbers for the GDSC are:Commercial: 1-877-41TOUCH Cardholders:1-877-418-6824 Press 4, then 5, then 2DSN: 510-42TOUCH Disbursing / Merchants:510-428-6824 Press 4, then 5, then 3(a) The 1-877 number should be used for worldwide toll-free access from theUnited States, Japan, Germany, England, Italy, and Spain from activities ashore or ships in portand can be used when aboard ships at sea that have the capability and connectivity.(b) The DSN number should be used for toll-free access from all other countriesfrom activities ashore or ships in port and can be used when aboard ships at sea that have thecapability and connectivity.(3) Trouble Calls. One of the responsibilities of the TFA is to report to NAVSUPand Treasury the volume and types of trouble calls handled and the time it takes to resolve eachissue. This includes hardware, software, communications, operational, and cardholder issues. Inorder to track this information in a central location, all trouble calls, whether forwarded by phonecall or e-mail, should be directed to the CSC. The CSC will handle the trouble calls directly if atall possible, particularly cardholder service issues, or forward the call to the proper person. Eachissue will be handled as quickly as possible. E-mail trouble calls can include the appropriatesupport personnel as additional addees. To assist in reporting hardware, software,communications, or operational problems, the Navy Cash Trouble Call Worksheet (seeparagraph 8.15.25) lays out the information the Disbursing Officer, or designated representative,should have available before contacting the CSC.8.14.2 Updating Navy Cash Account Informationa. A cardholder’s Navy Cash account information can be updated by contacting the CSCby phone or e-mail or by using the Navy Cash Disbursing web site or the Navy Cash application(see paragraph 8.4.22, Account Information Update).b. Timeliness of Updates. Any updates done through the Navy Cash application areeffective immediately on board the ship and will regulate any subsequent cardholder transactionsat the K80 Cashless ATM. Updates done through the Navy Cash Center web site do not go intoeffect on board the ship until a round trip is completed between ship and shore. Updates donethrough the CSC do not go into effect on board the ship until the CSC receives the information,processes the request, and a round trip is completed between ship and shore.NC SOP Ver 1.12 Chpt 8 Disbursing.doc 8-151 16-Aug-07