A
30 days
How long are refund checks valid?
6 months
What are the steps you need to take in CSG in order to enter a promise to pay?
1. Go to the account details icon
2. Account info tab
3. History tab
4. Put in the date the payment will be made
5. Click the update button
6. Notate the account with detailed notations avoiding abbreviations.
If a customer has had a return check, are they able to make another payment using a checking account?
No, When a payment has been returned, the options to make another payment are credit card, cash, money order or certified check. They can make a payment over the phone or at their local office. (If one nearest to them is open.)
What office handles bankruptcy?
Bradford
How many days out can we do a promise to pay?
90
The customer should expect their refund check in the mail in what time frame?
4-6 weeks
Cancel the order
What could happen to an account that has had 3 returned payments within a six month period?
Services may be disconnected without the option to reconnect.
If a customer is submitting bankruptcy papers to clear their unpaid balance, how can they send it in?
Mail only
If a customer has been disconnected for nonpayment, what do they need to pay in order to reconnect services?
1. Full balance
2. Next month of service
3. Installation charge
What is the reason it takes CSG 7 business days to release the refund?
Because it takes 7-10 days for any EFT to be returned from the bank.
What does ACP stand for?
Affordable Connectivity Program
How long does the customer to make another payment once they are informed their initial payment has been returned?
5 days
After claiming bankruptcy on an account, how long does the customer have to wait in order to be eligible for a promotion?
12 months
On time payments for the last 12 months
No returned payments in the last 12 months
True or False - When giving a promise to pay to a customer, we only need to give them the past due amount.
False - The entire amount should always be quoted to the customer.
With our ACP program, what is the speed the customer will receive and how much is per month?
$29.99 per month
100/10Mbps
True or False - You should always try and collect the first month of service and the installation charge when setting up a new customer.
True
Tell me one business rule for giving an amnesty on an account.
This is a one-time only credit per account. So you must make sure the customer has not had an amnesty credit in the past.
The customer must have paid at least 3 payments to be eligible
If a customer is past due and wants to upgrade their services, what must he do first?
Make a payment
What should our call summary sound like when setting up a promise to pay for the customer?
"Today I have entered the promise to pay for you. You have agreed to pay $X amount by (date). Your service will not be interrupted during this time frame. You can call us, use our automated system, or go online to make your payment before that date."
How much is the return check fee?
$35 in Florida
$30 everywhere else
In what area do we offer COD?
None
What is the process in order to enter an amnesty credit?
1. Go to the billing ledger
2. Click on Misc Adjustment
3. From here you can find the steps on our training alert found in ABBi