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fees and charges
plans and features
the systems
mycsp
grab bag
100
How long does a customer have until they will be charged a late fee.
Late fees will be assessed if there is an unpaid balance at the beginning of their next billing cycle.
100
Name the three different individual data plans that we offer and their pricings
$20 for 300MB $30 for 3GB $50 for 5GB
100
Where can we check customers upgrade eligibility?
Telegence > profile > eligibility box
100
What can we credit customers for hurricane sandy?
*290228 Assisting Customers Impacted by Hurricane Sandy In an effort to help our customers impacted by Hurricane Sandy, we do not charge customers overages on their bill for voice and text usage from October 29 through November 30, 2012, in the affected markets. Customers should see no additional voice and text charges on their bill beyond their monthly plan charges and additional features during this time period. This includes customers not on an SMS package (i.e., text message pay-per-use customers). Rollover buckets are not impacted. Usage occurring before or after this time frame bills normally on the customer's bill. If the customer states they were without service, evaluate each customer's situation before issuing a credit. Monthly recurring charges may be adjusted for the amount of time customer was without service.
100
When verifying a caller with a last four social of "1111" what are some other means of verification that they can use?
Account number ICCID/SIM Number IMEI Two recently billed numbers (Line number/Date/Number called or texted) If the first invoice has not been generated, the caller only needs to verify the account number and billing ZIP code.
200
How much is a restoral fee
$40 + Taxes
200
What is the monthly recurring for any secondary line on the Family talk Unlimited minute plan
$49.99 per line. (first line is $70)
200
What tool do we use to block unwanted subscriptions?
Snooper > infospace
200
Can AT&T Smart Limits for Wireless be used to block toll-free numbers?
*267837 AT&T Smart Limits for Wireless FAQs Yes. The Smart Limits service can block specific toll-free (800, 866 ,888, etc) numbers given they are 10-digit numbers. The toll-free number must be added to the Blocked Numbers list to block the call.
200
When asking for a payment arrangement approval in the que, what do you need to include for your support team to help you in a timely fashion?
Please include Customers Name and phone number, when they would like to make the arrangement for and for how much. **Note**If payment arrangement is going to require an MCC call please also include the method they used to verify.
300
Do we charge a fee for Transferring billing responsibility?
If they perform the transfer online it is bypassed. If they go through an agent it is $18.
300
What is the difference between international messaging and global messaging?
International messaging plan is for when they are in the US and texting out to a foreign country Global Messaging is a plan for when they are outside of the US and want to text.
300
Where would we go to de-enroll a customer from Autopay?
Express Pay.
300
If a customer would like to change their bill cycle so that their bill is due on the 15th of each month, what would be the new bill cycle code you would enter in telegence? Customer lives in Tennessee, SUB Market TNK
*175549 Bill Cycle Decision Flow - Consumer Care New code: 20
300
What are the different departments that fall under the "wired service" contact number
Land line, DSL, Uverse, Combined billing
400
What is a reason that we would waive a number change fee for?
-Fraud has noted the account that a number change is required to resolve a fraud issue. -Customer moves within the same billing market but requires a new NPA/NXX. To determine the market, refer to the GEARS Tool. -AT&T mistakenly changes the number and we need to change it back.
400
What is the max number of lines that can be in a Family talk 550 group?
three
400
What does this error mean: LGNS0119 *Hint* Use CSR Admin tool
You dont have any supported accounts linked to your SLID Account
400
What is the number a customer can use for free 411 (directory assitance) calls?
*874886 AT&T 411 Info / Directory Assistance AT&T does offer 1-800-YELLOWPAGES (800-935-5697)
400
How can someone turn off their cellular data from an iPhone 4?
From the Home screen, tap Settings > General > Cellular. Cellular Data: Tap the "Cellular Data" toggle to turn the access to cellular data neworks on or off. LTE: Tap Enable LTE to turn access to LTE networks on or off.
500
What is the charge for a bill reprint
$5 per month sent for reprints First month is free.
500
how does a customers FAN discount apply to MobileShare
IRU/CRU FAN service discounts are available where eligible on the SDG (shared data group) monthly charge only.
500
Customer says " I received a text for celebrity gossip alerts" and don't know what this. What tool do we use to help them with this?
CCC tool
500
What does it mean when a Deposit refund details shows: "Refund Leftover"
*129280 Refunds Decision Flow The full deposit is being applied to the balance on the account and if that creates a credit balance, it is refunded via check.
500
If a customer can upgrade on January 23rd, 2013. When is the earliest they can take advantage of a standard upgrade?
January 1st 2013.