Refunds
Standard timeframe for a customer to receive a check refund.
30-45 days
Garages, barns, sheds, construction trailers, snowball stands, etc., are billed __________ rates
Commercial
Adjustments
True or False? When a Lost Payment case is issued, a 30-day hold is placed on the amount that is being disputed to stop any collection action or late charges from being assessed.
Customer states they've been expecting a refund from BGE for over a month now but have not received it.
Correct- Refund Check issued not received
Two ways excess credits are refunded back to customers.
checks by mail and electronically.
In order for a premise to qualify as residential it must have ....
a kitchen, bathroom, and a bedroom.
Provide the criteria the accounts must meet before we can transfer credits between accounts.
Both accounts must be the same type and both in the same person’s name.
What is the email address for customers to send in their proof of payment?
LostPaymentInquiries@bge.com
Customer states BGE tech was just there to turn service off to another unit in her building but her service was turned off instead. She is ready to provide the correct meter # to her unit which the technician provided.
Switched Meters
When it comes to overpayments, the payment is held for __ days before it is refunded.
7
What is the FA issued as part of the Tariff Change investigation process?
Rate Review – Investigate
The transfer adjustment is always initiated on the account that contains the excess credit or the balance?
The account that contains the excess credit
The turn-around time for a lost payment case is ...
14 business days
Customer wants to know why the monthly charges for their PAL lights have increased without notice, they want to discuss with someone because they have further questions about their contract.
PAL – Billing Inquiries
Once a refund check has been issued, which page provides you all the refund details?
Adjustments Page
The turnaround time is 30 days once.....
the technician has verified the property type.
When a customer inquires about multiple transfers between accounts, where do we send a email in order for the customer to receive a correspondence?
AccountInquiries@exeloncorp.com
The following are reasons why we issue a Lost Payments case EXCEPT...
Payment(s) that are not posted
Duplicate payment has posted
Incorrect dollar amount posted
customer is requesting we transfer an excess credit between two of their accounts.
customer is requesting we transfer an excess credit between two of their accounts.
A bill for a residential customer has been 'pending' for almost a month. There is no indication that billing services is working the account.
Delayed Bill – Residential
Two types of overpayments that are sent back electronically to the customer.
Paymentus Payments and Wells Fargo EBOX RPPS payments
Which page in CCB allows you to view the heat type and other characteristics?
During the transfer credit process, in the adjustment page, the dollar amount is entered with or without the minus sign in front of it?
without the minus sign in front of it.
There are two different premises being billed under the same account. We need to ensure each premise has its own account number.
Correct - Meter Separation