Billing Dispute
Mention 3 common collection charges.
Restoral Fee, Payment Convenience Fee (PCF), Late Fee and Return Check Fee.
What is considered a missing payment?
Used all resources to track payment and no proof of payment.
IE: Expresspay , ACA Tab (option displayed in eTRACS system) and used confirmation number provided by customer.
Greece
If the caller fails to authenticate in their first attempt, you can advise the passcode length is:
4 digits.
RST is for Uverse, Direc TV and ISM
WRST is for mobile services restoral
Is a mobile device charge consider an account charge or billing charge?
Billing Charge
Probing questions such as: Payment Date, payment amount and payment method.
What is the 5th planet in our solar system?
Jupiter
When unable to provide the passcode, or one is not present, ask for the answer to the security question. Attempts you can allow is:
3
If RST code is present for more than 30 mins., but PSO* is not. You must:
Route to Z41 without a follow-up date.
Customer is suspended for $120 past due, of which $96 is in dispute. Action group in eTRACS A-J. Is it appropriate to waive the restoral fee?
Yes, since its below threshold.
Treatment Thresholds - Unified/ISM/RC1/DIRECTV Converted/U-verse
$25 for A and J functional areas; $50 for all other functional areas.
Misapplied Payment: Associated account: Live Account. You must route for how many calendar days?
Route per Routing Guidelines and set a 7 calendar-day follow-up.
The Adventures of Pinocchio was written in the year of:
1883
If an passcode and QA fails, you must verify via:
CBR.
If WPSO* isn't present:
In STaRT, you will route to (S63) with a next date follow-up if...
A notation is promising a credit adjustment and covers full past due balance or dispute is below threshold. Consider to restore no charge as appropriate.
Treatment Thresholds - Unified/ISM/RC1/DIRECTV Converted/U-verse
$25 for A and J functional areas; $50 for all other functional areas.
Supporting documentation for Mailed Check and Money Order.
Composer from classic music that by the age of 44 was totally deaf.
Ludwig Van Beethoven
If authentication fails, you must refer customer to AT&t store. The forms of ID accepted are:
Drivers License, military ID, or passport.
If WRST and WPSO* code is not present and reviewed no outstanding balance, we must:
Subsequent Suspension - Prior Bill Dispute Remains Unresolved. You must:
1. Collect any undisputed charges (if applicable).
2. Review account notes in eTRACS/CRM/Rio to determine dispute status.
3. If no notes are found: Warm transfer to Consumer/Business Billing TSP.
4. Advise Billing/Sales rep: Dispute must be resolved with an adjustment or payment posted to restore service.
For Unified/ISM/RC1/DIRECTV Converted what is the contact information and data you must provided to the customer when sending their proof of payment.
Advise the customer to clearly print their BAN/TN and provide a contact number on each page of the supporting documentation and submit to:
How many songs did Elvis Presley wrote?
Elvis Presley recorded more than 600 songs but wrote zero of them.
Who can request to update the passcode?
Only the account holder or an individual who is designated by a legal document/process (for example, POA, executor, and so on) to act on behalf of the account holder can add, change, or delete a passcode.
If RST/PSO* or WRST/WPSO* code is present and more than 30 minutes have passed we must:
Transfer to technical support team.