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Deposit Tips and Scheduling Guidelines-1783

Estimated Reading Time: 6 Minutes
265   February 14, 2024  reference 0

Introduction

enTouch Houston, TX CSG Deposit Reversals May 2022

    • Deposits paid in CSG prior to March 26, 2021 billing conversion are refunded

    • Final accounts completed processing on May 5, 2022, appearing on the General Ledger as Apply Deposits


Resolution Steps

  • New installations for all lines of business

  • Existing customers having service less than 4 months with no credit score on file

  • Bulk customers adding a line of business outside of their bulk agreement
  • Existing customers having 4 months of uninterrupted service and no past due monies

  • Customers reconnecting within 90 days with no balance

  • See Residential Credit Policy and Run a Credit Check for current market-specific and other exceptions  

    • If deposit is not paid, the install is cancelled
  1. Add deposit codes:
     
    • Cable for Texas:  RCDEPST $50.00

    • Home Security for enTouch Texas:  RHDEPST $50.00

    • Cable for All Other Markets: RCDEPST -$100.00

    • Data for All Markets: RDDEPST $50.00

  2. Take the deposit paymentfor each applicable service

  3. Proceed with the work order

    • If adding telephone service, add NBLKINT to block international calling

  4. Work Order Comments:  customer refused credit check

    • Customer is still subject to a fraud review and is responsible for paying past due balances on previous accounts associated to their information
  • Services cannot be installed until Credit Policy requirements are met

  • Running a Credit Check has step by step instructions for using the Credit Check tool

  • Established credit score is found on General Ledger marked as Ext Credit Score

  • ICOMS Credit Check tool displays credit score and informs when to apply a deposit

     

  • Customers who pay a deposit are limited to a PPV/VOD credit limit of $75.00

    • When this threshold is met, customers must make a payment to reduce their outstanding balance

  • International telephone service is restricted when a credit score does not meet requirements

    • Add NBLKINT to any phone install order to restrict international calling except in NY

  • Non-pay reconnects with a previously secured deposit, need to secure a deposit again, if the deposit was released and applied toward the account balance
  • Add the deposit codes on the One Time Charges [OT] screen

    • Cable for Texas:  RCDEPST  $50.00

    • Home Security for enTouch Texas:  RHDEPST $50.00

    • Cable for All Other Markets: RCDEPST  $100.00

    • Data for All Markets:  RDDEPST $50.00

  • Deposit Payment Options
       
    1. Take a deposit payment via:

      • Credit card   

      • Checking account; customer must have a valid preferred email address on account
         
    2. Local office with the exception of Philadelphia (Site 39, Co. 43)

      • Philadelphia only customers can make a deposit payment at a payment center

    3. Authorized Payment Center or Western Union (http://locations.westernunion.com)
      • Customer must have their 13 digit account number as it is printed on their statement
                                
      • See Identifying Company, Division and Franchise

        • Example: Chicago customer calling in would provide the following account number 1001-0100000-01
  • Schedule the appointment using this grid
     
  • Deposit payments must be received at least 1 business day before the appointment

  • Service cannot be installed before we receive the deposit payment
     
  • The appointment will be cancelled by Credit Compliance if the deposit is not received
    • Orders scheduled For Tues, Wed, Thurs, and Friday will be cancelled the night before the install at 4:00 PM ET

    • Orders scheduled for Sat, Sun, and Mon will be cancelled on Friday prior to the weekend at 4:00 PM ET

    • Cannot be scheduled for a sooner date if the deposit was not received; the installation/upgrade will be cancelled


Customer makes a payment at a Payment Center:

      • Be sure to supply the customer with their full account number to ensure the deposit is applied to the correct account

        • Four Digits (Company Code & Statement)

        • Seven Digits (Account Number)

        • Two Digits (Occupant)

  • A deposit is returned after 12 months of  timely payments without a past due balance and/or a returned check

      •  The deposit and interest (if applicable) is automatically credited back to the account on the next bill cycle after the 12 month anniversary 

        • It may take up to 2 months for a deposit to be applied to the account

           Deposit Interest Rates

           
      • When a customer does not have timely payments for 12 months, the deposit is returned once the customer makes timely payments for 12 months or when the customer disconnects service, whatever occurs first


      • Active customers
        • Deposit is placed on the ledger and monthly charges are deducted from credit on the ledger

        • There is not a separate line item on the customer's bill, however the dollar amount reflects the deposit return 

        • To verify, agents can see the deposit return on the ledger in ICOMS/BOLT


      • Disconnected customers - when a deposit is credited, it is applied to the account balance

        • If a credit balance remains after disconnection, a refund is issued to the customer


      • Transferred customers - customers who paid a deposit in original account and then transfers service

        • The deposit transfers to new account and the original install date is used when refunding the deposit

      •   Disconnecting one LOB, and keeping another active
        • Deposit is applied to the account balance

        • If disconnecting Cable LOB, the credit is automatic

        • If disconnecting Data LOB with Phone remaining active, route a case to the Credit Compliance Team  

      • If a refund isn't received as stated, route a case to the Credit Compliance Team

        • Fill out the information as described below and click Save Note
          Record Type: Non Technical
          Reason: Financial, Payments and Refunds
          Reason Detail: Deposit / Credit Limit Inquiry
          Case Reason: Deposit / Credit Limit Inquiry
          Case Queue: Credit Compliance

    • A customer can request to increase their PPV/VOD credit limit and order international long distance when their deposit is credited to the account ledger
  • The credit department will cancel an install order if the deposit payment does not go through 

  •  Cancel reason - ZX- Credit Policy Requirements not met

    • If the install is cancelled for this reason:
    • Take the new deposit payment

    • Install the customer in the same account. Do NOT increment the occupant!

    • Schedule the work order according to how the payment was made. Follow this grid for accurate scheduling:

      • These scheduling guidelines ensure that a customer is not installed before the deposit payment goes through 

      • If the payment is not received, the installation will be cancelled
  • Report this to Payment Processing via a Case:  

  • Fill out the information as described below and click Save Note:  

    Record Type: Non Technical
    Reason: Financial, Payments and Refunds
    Reason Detail: Refund Issue/Inquiry
    Case Reason: Refund Issue/Inquiry
    Case Queue: Payment Processing
    Notes:
    • Customer never installed, please refund deposit   
    • Dollar amount of the deposit
    • Daytime contact number   
    • Address where the refund is mailed, if it isn't a credit card refund
      • Note: Never enter credit card, bank account or debit card numbers into case notes 

  • Provide the case number to the customer

  • Payment Processing will follow up with the customer 

    • Deposit will be refunded within 14 days   
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Deposit Tips and Scheduling Guidelines-1783
Estimated Reading Time: 6 Minutes   February 14, 2024 0

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