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What are the 3 things you must considering a customer for a Promise to Pay?
1. The total amount due must be quoted to the customer for payment.
2. Before granting Promise to Pay, review notes on the account and see if there is any indication they were denied and/or if the customer has honored previous Promises to Pay commitments.
3. The customer must be willing to set up a future dated payment on the account.
A customer is not in good standing but wants to upgrade their internet speed, what must they do first?
If a customer is not in good standing and they have a past due balance, that balance must be paid before an upgrade can be scheduled.
If a customer had a payment returned, how many days do they have to make a payment?
5 days
12 months
How do you check to see if a customer is in good standing?
1. On time payments for the last 12 months
2. No returned payments in the last 12 months
A customer that has been disconnected for non payment must pay the following at time of scheduling an installation of services.
Pay all past due balances
Pay first month bill
Pay installation charges/restart fee
How much is a returned check fee?
$30 in all systems except Florida $35
What is our Amnesty Credit policy?
Policy in which Retention and Sales agents can now offer to waive the delinquent balance on the customer’s account if they meet the certain criteria
What is the total turnaround time for the customer to receive the refund check?
4-6 weeks
When a customer receives a refund check, how long is the check valid?
6 months
Who is eligible for for Internet Assist (ACP)
All Breezeline customers
What is the criteria for Amnesty Credit?
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 the account holder is deceased, how can we issue a refund check.
In the event the account holder is deceased, the check can be voided and reissued to the Estate or to the deceased’s husband/wife.
In the event the customer has not received their refund check and it has been longer than 6 weeks, what is our next step?
Open a OneView ticket to Back Office
What does a non pay reconnect customer have to pay in order to restore services?
1. Balance in full
2. Next month service
3. Installation fee (if applicable)
What is the limit that can be credited for Amnesty?
There is no limit
What screen do you go to in CSG to enter a Promise to Pay?
Account information then Payment Method tab
Once a Promise to Pay is entered in CSG, Agents are required to do what?
1. Put a notation on the account
2. Enter a future dated payment
How many returned payments on an account will cause it to hard disconnect?
3 within a 6 month period
Amnesty credit can only be used for non pay reconnects? True or False
This can be used for existing customers who are having financial difficulties and need forgiveness for their delinquent balance.
This can also be used for customers who have been hard disconnected and would like to restart services.