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Returned Equipment Charging on Account- Article no. 9392

Estimated Reading Time: 4 Minutes
198   February 2, 2024  Billing and Account Help 0

Introduction

Charges are removed during nightly processing; however, it may take up to 48 hours

 

Equipment Removed/Returned in Error

Resolution Steps

Equipment Active on Account

Equipment Removed, MRCs Still on Account

  • Service Change [UD]
     
  • Remove the MRCs
     
  • Backdate the service change (if necessary) by changing the Start Bill Date  
     
    • ICOMS calculates the appropriate credit; adjustments aren't needed if under 30 days
       

Equipment Removed, Unreturned Equipment Charges on Account

  • Charges are removed during nightly processing; however, it may take up to 48 hours
     
    • CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX]; equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
       
  • If equipment displays as returned in the account and charges have not been reversed:

    Create a Case in BOLT, after the 48 hour timeframe
     
    • Fill out the information as described below and Save
      Record Type Non-Technical
      Reason Bill / Invoice Questions or Issue
      Reason Detail Dispute Equipment Charges
      Case Reason  Equipment Removed / Remove Charges
      Destination Financial Services (FS)
      Notes Any Relevant Information

 

Equipment Not Removed from Account, Customer has Receipt/Tracking Number

  • Charges can take up to 48 hours to be removed
     
  • CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX]; equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
     
    • Payment center equipment returns vary:
       
      • Returned equipment may not be picked up from the payment centers daily
         
      • Takes 7 to 10 days for the returned equipment to be placed into our inventory and credited to the account
         
      • Customers are given a receipt; verify if missing equipment is on the receipt
         
    • If several days pass, and the equipment charges have not been removed, create a Case in BOLT:
       
    • Fill out the information as described below and Save
      Record Type Non Technical
      Reason Bill / Invoice Questions or Issue
      Reason Detail
      Case Reason  Unreturned Equipment  Charges
      Destination Local Market Support
      Notes Any relevant information including tracking info
       
    • Have customer email, fax, or mail the receipt to us, with the BOLT case number included:
      • Email: fsbo@astound.com
        Fax: 570-270-1498

        Mail:
        Astound Broadband
        Attn: Financial Services
        100 Baltimore Dr
        Wilkes-Barre, PA 18702

 

Equipment Not Removed from Account (No receipt)

  • Once equipment is returned, charges are usually removed during nightly processing; however may take up to 48 hours  
     
    • CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX].  Equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
       
  • If several days have passed since the equipment was returned and the equipment charges have not been removed

    OR if customer was charged for an EMTA battery they did not receive
     
    • Create a Case for Local Market Support (Support)
       
    • Fill out the information as described below and Save
       
    Record Type Non Technical
    Reason Bill / Invoice Questions or Issue
    Reason Detail Dispute - Equipment Charges
    Case Reason  Unreturned Equipment Charges
    Destination Local Market Support
    Notes Any relevant information including tracking info

     
  • IMPORTANT!
     
    • If a customer tells you they returned equipment, ask these questions and note the account:
       
      • At what location did you drop off the equipment?
         
      • When (time/date) did you drop off the equipment?
         
      • Did you get a receipt?  (Or if an equipment label was used, do you have the tracking information?)
         
      • Do you remember the name of the person you spoke with?
         

The Local Market

  • Researches the account
     
  • Removes the equipment only when the equipment can be accounted for
     
    • If the warehouse hasn't received the equipment, the charges will not be credited

 

Customer's Equipment Not Removed from Account (No receipt) - CA, OR, TX, WA

    • Some Customer Owned Modems have the same Item descriptions as company owned equipment and may generate charges
       
    • Once equipment is returned, charges are usually removed during nightly processing; however may take up to 48 hours
       
    • Check ICOMS Returned Equipment on the [BX].  Equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
       
    • If several days have passed since the equipment was returned and the equipment charges have not been removed:
       
    • Create a Case for Local Market Support (Support)
       
    • Fill out the information as described below and Save
       
      Record Type Non Technical
      Reason Bill / Invoice Questions or Issue
      Reason Detail Dispute - Equipment Charges
      Case Reason  Unreturned Equipment Charges
      Destination Local Market Support
      Notes Any Relevant Information

  • IMPORTANT!
     
    • If a customer tells you the equipment is customer owned,  note the case and account:
       
      • Item number on the Equipment screen
         
      • MAC Address and Serial number
         
      • Any relevant equipment details

         
  • The Local Market
     
    • Researches the account
       
    • Removes the Non-Grande equipment once it has been verified
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Returned Equipment Charging on Account- Article no. 9392
Estimated Reading Time: 4 Minutes   February 2, 2024 0

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