STANDARD DUNNING
What is Step 5 of Standard Dunning
Meter Lock Order
Where are service orders created?
From the Premise
What Payments post to a customers account the fastest?
Double Jeopardy
What payment option do we NOT recommend to customers?
What plan is referred to as "A Promise to Pay"?
A Seven Day Extension
Where do we send the Medical Certificate to?
The Physician's Email
Which Dunning Step is required by the commission?
Step 3: Disconnect Letter
Will we ever Lock a meter for nonpayment in Oklahoma at 4:30 pm?
No. The cut off time for Oklahoma is 3pm
What is NOT an acceptable proof of payment?
Customer's word that they will pay, customer's promise to pay, a copy of a customers checkbook ledger
After which Dunning Step is a customer Not Eligible for a DPA?
DOUBLE JEOPARDY
What's another reason someone is Not Eligible for a DPA
Step 5 the Meter Lock Order
DOUBLE JEOPARDY
They are on an AMB/LPP, They have already been locked, They have defaulted on two DPA's already
Where will we leave a door tag?
On the Front Door/In an obvious place.
Which step will Trigger the Third Party Notification?
The Disconnect Notice. Step 3
After the meter lock order generates, if the customer pays in full and we attempt to stop the tech from locking the meter, What is this attempt called?
DOUBLE JEOPARDY
In What Status will we attempt to stop the technician from locking the meter?
The Good Faith Effort
DOUBLE JEOPARDY
Travel Status
The Premise, Customer Overview and BP screen Utilities 360
If a customer on a DPA does pay their down payment or is enrolled in a plan without a down payment, If this customer does NOT pay their next months installment plan due amount, what will happen?
Who is Not Eligible for AMB?
Commercial Accounts
When are we required to send an additional 48 hour cut off notice?
DOUBLE JEOPARDY
Who are we required to send that notice to?
November 15th-April 15th
DOUBLE JEOPARDY
Oklahoma Residents
Where will the technician NOT leave a door tag once the meter has been locked?
In the mailbox, attached to the meter, or with the neighbor,
For an Inactive contract account, What should we do on step 3 of the move in process?
Toggle the 'New' switch to 'No" to reuse existing CA#
What can be included in a DPA?
Any Past Due balance
Current Statement Charges
Late Fees that have been billed
Deposit installments that have been billed
Any deferred AMB balance if the CX has been removed from the plan
Who is NOT eligible for a DPA?
Commercial accounts with a 12 month average greater than $200
How long does operation have to work a Meter Lock Service order?
15 Calendar Days
In what Order statuses will the orders automatically cancel in the event that a customer makes a full payment?
In "Not Scheduled" and "Accepted by Technician" status
No. We will keep the service order the same to ensure that the appropriate fees are charged to the account.
If a customer wants a DPA on an AMB's deferred balance, if the balance has a clearing restriction what will we do?
Make sure the customer is off the plan,
take the open and payable balance plus the the deferred balance and divide by 4,6,9, or 12 (18 for AR)
Quote the appropriate down payment if applicable
If the terms are agreed to, create a ticket and process the DPA enrollment.
Summit Technicians will always do what if a customer meets them at the property
DOUBLE JEOPARDY
How long will a technician give a customer to pay before returning to lock a meter?
Identify themselves as Summit Employees
DOUBLE JEOPARDY
24 hours (However, we give operations 48 hours to work that order)