Run a Credit Check- Article no. 1992

• To gain consent, advise customer to press any key on their telephone keypad
   

• If a credit check was processed in the last 30 days and customer was not installed, use the existing score / decision code
   
• If customer has active service for less than 4 months and is adding a line of business, use the existing score / decision code
   
• If the customer is upgrading service and has tenure greater than 4 months, do not run a new credit check
   

• Add date of birth to the DM screen
   

• Date of Birth (add to DM screen)
   
• Site and Account Number
   
• Address: Customer's Address
   
• Last 4 digits of SSN# 
   
• Customer's Name
   
• Customer Status: tells you consumer information contained in the credit report 

• Unpaid monies associated with the social security number and name may display in Prior Debt Check 
   
  • Date of birth and balance due displays from ICOMS
     
• Accounts must be paid in full before scheduling a work order
   
• Balance must be cleared on accounts where a reconnect is placed on an occurrence, to avoid future billing concerns
   
• If a caller has an unpaid debt at the address where they request service, collect the amount owed
   
• As stated in the Credit Policy:
   
  • Astound Broadband will require all prior debts from the applicant be paid in full before
    providing new or additional services. **ICOMSCC will display any prior accounts with the same
    applicant information (Exact match to Name and Social Security Number) with prior debt owed
    to Astound Broadband. Credit Compliance team will evaluate and have the option to deny
    service when an account is greater than the limited years listed below, but exceeds single or
    accumulative debts totaling $1500 or more.
    • In RCN/Grande Markets, debt shown in the past seven (7) years and greater than $50.00
    • In Wave Markets, debt shown in the past four (4) years and greater than $50 

• 1: Passing Score: install service - no deposit required 
  
   
• 2: SSN Alert: re-verify SSN information and reattempt - Do not provide service - Refer to Credit Compliance if message generates again:
   
  • Call Credit Compliance (Do not provide number to customers)
     
  • After hours, route a case for Credit Compliance - Provide this email address to customers sending additional info
     
    • Email: Verify@astound.com
       
  • Fax to Fraud/Credit due to the sensitive information requested
     
    • Texas:  1-833-347-2633
       
    • DC Metro, IL, NY, MA and PA: 570-270-1499 
      
       

• 4: Deposit Required for services (may offer pre-paid data service where available)
   
  • Follow deposit / payment scheduling guidelines
     
  • Tell applicant a notice is sent within 5 business days should they have any questions about the credit assessment used
     
     
• 3: Fraud Alert! Refer to Credit Compliance - no same day installs OR next day installs
   
  • Schedule install two or more business days out and refer the account to Credit Compliance:
     
    • Call Credit Compliance - Do not provide this number to customers
       
    • After hours,  route a case for Credit Compliance - Provide this email address to customers sending additional info
       
      • Email: Verify@astound.com
         
    • Fax to Fraud / Credit due to the sensitive information requested
       
      • Texas:  1-833-347-2633
         
      • DC Metro, IL, MA, NY and PA: 570- 270-1499 
        
         

• The block stays on the account for 12 months
   
• The block is removed once the deposit is refunded  
  
   

• Cable: RCDEPST - $100.00 
   
  • Texas: $50.00
     
• Data: RDDEPST - $50.00
   
• Home Security: RHDEPST - $50.00
   

• The letter explains the terms of credit and credit report information
   
• Customers who do not meet credit guidelines and do not install service also receive the letter 
   

• Services are not installed until the deposit is paid; the order is cancelled if deposit is not received

SSN Alert! - Verify and resubmit. Invalid SSN - Do not provide service

• When this alert is displayed, do not create a work order
   
  • Verify the name and SSN provided are correct
     
  • Start the credit check process over 
     
  • Begin with entering the account number again in ICOMS Credit Check to verify if past debt is owed
     
    • When the same alert appears, contact the Credit Compliance Team as above
       

• Schedule the install at least 2 business days out
   
  • This allows time for applicant verification and deposit payment
     
• Take the deposit, when a deposit is necessary
   
• Contact the Credit Compliance Team
   

• Applicant must provide SSN before a Credit Check can be processed
   
• If applicant refuses to provide SSN, they must secure a deposit (similar to refusing a Credit Check)
   

• If the above message appears when running a credit check, the customer must call Experian at (877) 903-5999 to remove this restriction for us to run a credit check
   
• The customer may be able use their Experian app to immediately remove the restriction.  In this case, contact Credit Compliance to run a second credit check post-removal    
    

• If the above message appears when running a credit check, the customer must call Experian at (877) 903-5999 to remove this restriction for us to run a credit check
   
• If they refuse, a deposit is required to install new service
   

• Important:  A deposit cannot be secured in place of lifting a freeze or providing a PIN 
   
• Order cannot be placed until the credit file is pulled 
   
• The error indicates a File Freeze was initiated by the applicant to protect their identity/credit history
   
  • Example: FILE FROZEN DUE TO STATE LEGISLATION
     
• Hit report again for the pin box to appear and enter the customer's Experian PIN by in the application (This unique PIN can be up to 15 digits long)
   
• If the customer does not know their PIN, they may contact Experian to lift the freeze so we can run a soft credit check 
   
• Validate the applicant - to obtain service, customer must:
   
  • Provide PIN number to run a credit check
     
  • Or contact Experian to temporarily remove the freeze so we can access their credit file
     
• Contact the Credit Compliance Team with any questions

• Confirm the name is entered correctly in ICOMS
   
• Make corrections in the name field and enter through to accept changes
   
• Return to the Credit Check tool and click Refresh from ICOMS button

• If we do not run the credit check and/or secure the deposit, the appointment will be cancelled by Credit Compliance