Request Copies of Bill Inserts or Rate Increase Letters-1663

Resolution Steps

• Attempt to answer customer questions and resolve issues independently

• Review the bill, account notes and BOLT history

• Review Bill Insert/Rate Increase Letters section

• Examples of Bill Messages/Inserts include:
  
  
  • Rate Increase Notifications
  
  
  • Special events, such as HBO Free Previews
  
  
  • Sports Package Information, such as MLB Extra Innings
  
  
  • PPV and VOD special event information

Customer requests to be sent via US Mail:

Bill Inserts and Rate Increase Notices are mailed separately from the billing statement; copies are not available online or in BOLT and no charge applies
 

• To send a Bill Insert or Rate Increase Notice, create a BOLT Case, then click Save Note
   

  Record Type	Non-Technical
  Reason	Request for Forms, Bill Copy, etc.
  Reason Detail	Bill Copy Request - Self-Help Option Declined
  Check	Is Case
  Case Reason	Bill Copy Request - Self-Help Option Declined
  Destination Queue	Outgoing Postal Mail Group
  Comments	Note which insert / notice requested

Related Procedures

• For more details, see Previous Bill Statement Copy Requests