Bills and Balances
Where can customers find the PTC on their bill?
Page 2 in the Message Center box
What is LIHEAP?
A state grant program for low-income customers during winter.
What is the Payoff Balance in the Current Context zone?
The actual amount owed on an account
How long might it take for a change in ROI status to take effect?
1-2 billing cycles
What triggers a “Cash Only” alert on a customer’s account?
2 or more returned payments in a 12-month period
What information does the Bill/Payment Tree tab provide?
An overview of financial transactions linked to an account
A case can trigger what?
A TO DO or Field Activity
What is a valid reason for opening a Former Address Dispute (FAD)?
Customer had Identity Theft
CX never lived at address
Wrong connect/Disconnect date
What is a key difference between Authorized Payment Locations (APL) and Convenience Payment Locations (CPL)?
CPLs only accept cash and often charge higher fees.
What is a Payment Event in CC&B?
A received payment
What is the primary benefit of Budget Billing for customers?
It provides consistent and predetermined monthly payments.
How soon does an electric supplier switch take effect under the Accelerated Switching process?
within 3 business days
What are the two key zones in the Customer Information tab?
Active Account Summary zone and Person Tree zone
What happens if a Deferred Payment Agreement bill is not paid in full by the due date?
The agreement defaults automatically.
this is a common billing-related alert?
Auto Pay Active
What types of requests are shown in the Payment Arrangement Requests zone?
Both in-progress and finalized requests
How long can it take for a Flexible Due Date change to take effect?
up to 2 billing periods
What characteristic value should be selected for a rate change from R to RH?
Residential to Residential Heat
What is the Generation Charge?
Charge to reimburse utilities for the costs to purchase generation supply.
What should you advise a customer to do after enrolling in Auto Pay?
Pay the current bill using an alternate method.
What can happen if a payment is made after transfer charges are applied to a new account?
The payment is applied to the oldest balance, possibly causing late fees.
What should you avoid discussing with a customer if bankruptcy information is identified on their account?
Any past due balance
What happens if the account has dual rates and one is estimated?
Both rates are rebilled
What happens when a Lost Payment case is created in CC&B?
An investigation is triggered, and charges are suspended for 30 days
When should a High Bill Inquiry case be created?
Only after all other explanations have been exhausted.