> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.uportal360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What if a consumer has been paying our office directly instead of online and they are sent to collections?

Please submit a case on the contract. In the case please include the total amount the customer has paid towards their contract and we can adjust accordingly.

**See the "[How do I submit a case related to a specific contract?](/frequently-asked-questions/accounts-and-consumers/how-do-i-submit-a-case-related-to-a-specific-contract)" FAQ for information on how to submit a case.**