Questions

1. What is the CSG Forte–City of Chicago relationship? 

2. What types of payments are included in the City of Chicago recovery process? 

3. Why might a payment be returned? 

4. How does payment recovery work? 

5. What happens if a payment cannot be recovered? 

6. Do customers/taxpayers receive copies of City of Chicago reports? 

7. What communications may the City receive regarding returned payments? 

8. What is a “known bad account”? 

9. How are payments reconciled with the City’s bank? 

10. Who should be contacted with questions about payments? 

CSG Forte acts as the payment recovery and processing services provider for the City of Chicago. CSG Forte supports the City by processing electronics, managing eligible recovery attempts for returned payments, and delivering required summary reports to the City in accordance with municipal and banking requirements.

Payment recovery services may be applied to electronic ACH payments, ensuring that eligible transactions are addressed through a structured recovery process. Each payment is handled in accordance with applicable banking regulations and City‑defined requirements to maintain compliance, accuracy, and consistency throughout the recovery lifecycle. 

Payment may be returned for reasons such as: 

• Insufficient funds 
• Closed or frozen bank accounts 
• Unauthorized transactions 
• Stop payment instructions 

Return reasons are defined by banking and payment network rules.

When permitted, multiple recovery attempts may be made, generally up to three attempts, depending on the reason for the original return and applicable network rules. Not all return reasons allow recovery attempts.

If recovery is unsuccessful or not permitted, the payment is classified as uncollectible. Uncollectible payments are documented and reported to the City of Chicago for final handling. 

No. All official reports are delivered directly to the City of Chicago. Customers/taxpayers should contact the City if clarification is needed regarding a specific transaction or payment status.

Monthly reporting follows a strict schedule required by the City of Chicago: 

• Reports are finalized after transactions are validated and reconciled 
• Reports are delivered shortly after invoicing is completed for the month 

Reporting timelines are standardized and consistent from month to month.

Certain bank accounts may be flagged to prevent additional payment attempts. This may occur when an account is repeatedly identified as invalid or closed. The purpose is to reduce failed transactions, mitigate fraud risks, and improve payment reliability.

Payment transactions are reconciled to confirm that payment amounts submitted for processing match settlement amounts received by the City’s financial institution. This reconciliation ensures financial accuracy and transparency.

Customers/taxpayers should contact the City of Chicago Payment Processing Division using the contact information provided by the City. CSG Forte supports City level payment operations but does not manage individual accounts or billing disputes.