Collections Schemes-1557

Introduction

Collections Activities / Events

Delinquent accounts are assigned to a series of collection events called schemes, based on active services
Through a series of collection events, customers with past due balances are notified to make a payment
Collections schemes and history are found on BOLT Collections tab
Note: customers assigned to a VIP status are temporarily removed from collections schemes; the BOLT Collections tab displays the VIP type and Description

Typical Collection Activities Include:

Payment Reminder Email
Letters and Phone Calls
Suspension or downgrade of services
Non-pay disconnect work orders
Account write-off / send to Collections Agency

Payment reminders

Sent to preferred email when payment is not received at due date, but before the account is past due (31-60)
You cannot opt-out of payment reminders or collections notices
Payment reminders are a soft attempt to collect by directing the customer to the company's methods of payment

Day 31 Notification: a collections notice goes to the preferred email on day 31; customers with no preferred email address receive a written notice

It is entirely possible the customer will not receive a call for this event
Unless the customer has phone, they may be suspended without a call about their past due amount

Resolution Steps

Notice of Service Suspension Letters and Service Termination Letters contain suspend dates that may not match dates found on the BOLT Collections Tab
- The company may extend a few days grace period, based on calendar restrict dates in the collections scheme
When speaking to a customer regarding their suspension notice, never quote the Work Order Schedule date
- This date is not directly linked to the Collections scheme logic in ICOMS
- Quote the suspension and termination dates from either the the suspension / termination letter or BOLT Collections tab