I received a customer complaint today that his online access would not allow him to make a payment (This was due to his contract being in a lapse status.) and that his OA did not tell him his contract was lapsed. He was also upset that OA did not reflect current amount due.  On the customer view of OA, it shows contract status Lapse (can this be Bold and/or colored) to stand out more?) Under make a payment there is a small statement written in red stating contract is lapsed and requesting a call to customer care. Could this say something like Due to lapsed status of contract online payment option is unavailable. Please contact our customer care team at ....