MVI
Customer inquiring the time frame for their move in order. I advised the general time frame to connect the service is 4-6 hours depending on workload. Customer Receptive.
Customer requested deferred payment plan. I advised to call back once negative before 11 am following business day to request. Customer receptive.
What is: DPP Unavailable- Positive
Customer made payment of ($ ). Payment was successful. Advised of Autopay. Customer set up autopay for card ( ) with threshold amount at ($ ) and payment amount at ($ ).
What is: Payment Successful Added Auto Pay
Customer called in stating they no longer wished to start services at this location as it was the wrong address. I submitted to cancel service pre-move in as account never started. (I assigned to Operations to be completed)
What is: Cancel Pre MVI Wrong Address
Customer inquiring the balance on the account. I advised their balance is ($ ). Customer receptive.
What is: Check Balance
Customer reporting no power. I advised that it shows their order rejected due to back date. I advised that we could reschedule order for (00/00/0000 ). Customer Receptive. (I assigned to Operations to be completed)
What is: MVI REJECTED/ BACK DATED
Customer requested a DPP. I read disclosure for DPP of ($0.00 ) to be paid in (0 ) installments beginning on ( 00/00/000) I advised of new balance, early pay off option, and confirmed electronic delivery. I advised customer that every 180 days that they are eligible for a waiver of their reconnection fee. Customer receptive. (Applied waiver). I advised to allow up to 2 hours to be restored. Customer receptive.
What is: DPP AVAILABLE-DNP Sent- WAIVER available
Customer requesting to complete enrollment. I read disclosure. Before processing payment, I verified selected plan was correct and proceeded with advising the customer of the letter of authorization.
Enrollment- Read Disclosure/ Processed Payment and advised of LOA
Customer called into inquire why service had not started. I advised rejected due to order being not first in. Customer requested to cancel and for refund back by ( ). (I assigned to Operations to be completed)
What is: Cancel Pre MVI Rejected NFI
Customer reporting that they can only access one of their accounts. I set temporary passwords and advised to use the same email for each however they will all need to have different passwords to access. I recommended using part of the address as the password to make it easy to remember. Customer receptive and was able to access.
What is: Portal Registration 2 or more active accounts
Customer reporting no power I adv there was a switch hold. Customer reported they were the property owner. I advised to send in the new occupancy statement and Affidavit of landlord by email (PDF) to operations@ystas.com or to our fax line. Customer receptive. (I assigned to Customer Care Supervisor to be completed)
What is: MVI REJECTED SWITCH HOLD PROPERTY OWNER
Customer inquiring about switch hold removal. I advised that the switch hold was already removed as of ( 0/00/00 ). Customer receptive.
What is: SH Inquiry- Already Remove
Customer called in to inquire their minimum payment. I advised to pay ($ ) before 12 pm ( ) to keep service connected. Customer receptive.
What is: Minimum Payment Inquiry/ Negative Balance
Customer requested to cancel the check refund and for the balance to be refunded back to the card ending in ( ). I advised once we receive the check we can attempt to cancel and submit for refund. Customer receptive.
Customer disputing reconciliation charges on ( ). I advised at the end of each billing cycle that will adjust the billing to reflect the difference between commercial and residential charges. Customer receptive.
What is: TUA Reconciliation Business
Customer calling in reporting the switch hold was removed. I was able to confirm this with the TDSP. I advised that we could resubmit the order for (00/00/0000 ). Customer receptive.
What is: MVI Rejected due to SH/ SH Already Removed
Customer requested a move out for (00/00/0000 ). I advised of deferred payment plan of ($0.00 ). I advised they would need to call back to report the payment to a live representative and they can assist with scheduling the move out order. Customer Receptive.
What is: MVO- DPP Owed
Customer reporting that they made payment of ($ ) with credit card ending in ( ). I was unable to locate any associated accounts showing this payment. I advised the customer we would attempt to locate the payment and we would reach back out with the results. (I assigned to Accounting to be completed)
What is: Research Payment/ Credit Card
Customer disputing service fee charged on ( ). I advised whenever the TDSP comes to the address on a call and the issue is not with their equipment. This fee is applied. Customer receptive.
What is: Dispute Service Fee
Customer inquired if we have plans that bill monthly. I advised that currently all plans are pay as you go however you can make payments to cover a month's time using the average daily usage to estimate a monthly payment. Customer receptive. I also advised that we are working on a post paid plan however we do not have a set date of when it will become available. Customer receptive.
What is: Plan Change- Postpaid Inquiry
Customer reporting that they never received the letter of authorization. I transitioned to TPV and it was successful.
Customer requested a move out for (0/00/0000 ) stating the reason for termination is ( ). I advised of deferred payment plan of ($0.00 ). Customer settled balance on deferred payment plan. I advised to allow 2-3 business days to finalize and they can call back for refund or to settle balance. Customer receptive. I verified billing address was correct. (I assigned to Operations to be completed) I transferred to sales for new service.
What is: MVO- DPP PAYMENT/ New Service
Customer requested for waiver option. I advised customer that every 180 days that they are eligible for a waiver of their reconnection fee. Customer receptive. (Applied waiver). Customer receptive.
What is: Waiver Only Request
Customer inquiring about billing. I advised that the charge is from the TDSP for tampering with the meter. Until this charge has been settled the TDSP has placed a switch hold on the meter. Customer receptive.
What is: Tampering Balance Inquiry
Customer stated they did not have the funds to pay. I advised of option for *211. I explained that if an organization can assist them the organization would need to send in PDF to operations@ystas.com or fax including the letter head of the organization account holder’s name, account number, amount, and when the check is expected to be mailed. If we receive this and it meets what is required, then we can apply a temporary credit for the amount until the check is received at which time the credit will be reversed. Customer receptive.
What is: Pledge Process