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If the customer disputes the DTV late fee what do we need to know about crediting the late fee?
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What is Billing Disputes > Late Fees
Crediting Late Fees
Credits for late fees are considered discretionary, and should ONLY be offered after fully explaining the billing and addressing the reason for the late fee. Inform the customer of their billing cycle and how to prevent future late fees.
Once the root cause is addressed, if the customer continues to request credit for the fee then use credit code 110 – Fee Credit, which will auto-default when the late fee line item (service code) is chosen from the bill ledger.
When to consider discretionary credit:
Customer didn't receive a paper bill (for example, wrong address on the account).
Customer signed up for Auto Bill Pay, but it hasn't started yet.
The customer is responsible for making payments to DIRECTV on time until Auto Bill Pay starts.