User Information
Account holder is Deceased.
Entire account is cancelled.
I don't have the phone with me right now. How can I send it in?
A kit can be sent to the address OR you can transfer billing responsibility to keep the device and installment plan.
What does ToBR stand for?
Transfer of Billing Responsibility
How long does the customer have to return the device?
30 days
User on the account is deceased
Just the line is cancelled.
Someone can start an account on a deceased persons account? T/F
F
What should you do if there is still an installment plan on the device?
Pay off the phone and keep it. Or, return it within 30 days of cancellation.
What happens if ToBR isnt completed during the call.
Set a future dated cancellation request for seven days from the date of the call.
can we send a device return kit to a po box
no Encourage the customer to ship the kit to a physical address.
Who can cancel the service
You can provide the deceased customers information to the caller (T/F)
F
What if the requestor wishes to reactivate?
We can only reactivate if the cancellation was due to AT&T error.
SOMEONE CAN START AN ACCOUNT ON A DECEASED PERSON'S ACCOUNT?:
Yes, once a ToBR is put in place and remaining balance if there's an installment (up to $600) will be due and moved to the new users account
What if the device isn't returned?
Remaining installment balance is charged to the account. If not paid, it will be sent to collections.
how to authenicate a deceased persons account
Verify the name of the deceased account owner. Attempt to authenticate the account passcode or verify the Q&A duo. If the caller can successfully authenticate the account passcode or verify the Q&A Duo assigned to the account by the deceased account owner, handle the caller's request.
What will it look like on the customer's final bill?
Customers will see there are no longer installment charges for the line. If a device is not received post-cancellation, then a non-returned device-deceased charge will be applied to the account.
My husband/wife just passed on deployment? Do I still have to pay off his/her phone?
No, since he is a military member/first responder. He/She gets the rest of the installment plans waived.
Can the device fee be waived?
Yes, If the device is returned within 30 days.
What if the account is cancelled because the account holder is deceased?
The account holder’s estate is responsible for the account. If charges are unpaid, account is subject to collections and possible referral to an OCA.
What happens if the deceased customers line is cancelled?
Although the LINE is cancelled, the ACCOUNT is still active