Reviewing Past Due Accounts-1432

Payment reminders go to preferred email when payment is not received at due date, but before the account is past due (31-60)

• Payment reminders are a soft attempt to collect by directing the customer to the company's methods of payment
   
  • CA, OR, WA - Residential
     
  • CA, OR, WA - Business
     
  • DC, IL, MA, NY, PA - Residential
     
  • DC, IL, MA, NY, PA - Business
     
  • Houston, TX - Residential
     
  • Houston, TX - Business
     
  • All Texas Markets except Houston - Residential
  
  
  • All Texas Markets except Houston - Business

• An account becomes past due when the amount owed exceeds the amount shown for the service category in the table below
   
  • Example: A phone customer is past due when they owe at least $30.00 on day 31
     
  • They must pay their balance prior to day 31 to prevent becoming past due
     

  Service Category	A/R Code	Amount Owed	Account Aging
  Basic Telephone (T)	100	$30	31-60
  Telephone Toll (T)	101	$20	31-60
  Telephone Features (T)	102	$20	31-60
  Long Distance  (T)	103	$20	31-60
  Cable (C)	200	$30	31-60
  VOD (C)	225	$30	31-60
  PPV  (C)	250	$30	31-60
  High Speed Internet (D)	300	$30	31-60
  Telephone Equipment EMTA (D)	310	$30	31-60
  Prepaid High Speed Data (D)	315	$30	31-60
  Dial Up Internet	400	$20	31-60
  Smart Home	500	$30	31-60
  Mobile Phone	600	$30	31-60

• When a customer makes a partial payment, the payment may only cover the amount due on one service, such as telephone
   

• If other services (cable/cable modem) are still over the amount designated for the service category, the customer will remain in collections status for those services

• Review the Summary tab in BOLT
   
  • If there is a delinquent balance, Account Past Due displays in red
     
  • Always let the customer know how much they need to pay to avoid suspension of services; this is a PUC requirement in the PA market
     
  • Be sure to consider the next bill date when speaking to your customer
     
  • Note: currently this alert is not displaying in some accounts in Site 14, Co. 2 and 3 and site 44; use the General Ledger or Collections tab / comments to determine status
     
  • If you encounter this issue in other areas, please report the details to BOLT Team
     
• Review the Collections tab
   
  • The left side of the screen displays Past Due amounts 
     
  • The right side of the screen displays Collection History and Collection Schemes
     
  • View the comments and determine if the customer is in jeopardy of being disconnected for non payment

• o best determine the amount a customers owes, check the Bill Run Date
    
  • The Bill Run Date indicates when the customer's next bill will generate
     
  • If the customer is already past due and the new bill generates, this increases the past due dollar amount and escalates the non pay process
     
• Take a payment! If a new bill is scheduled to generate, encourage the customer to pay all monies due on the account including money in 1-30 days
   
  • When the bill new bill generates, the money in 1-30 days moves to 31-60 days past due, etc.

• Settle billing disputes while the customer is on the phone
   
  • Let your customer know the appropriate dollar amount to pay before the call ends
     
  • Attempt to take a payment
     
  • You are empowered to resolve all billing disputes
• Collections disputes:
   
  • Review all account information and collections notes
     
  • Explain the due date as it relates to the customer's non-pay work order
     
  • In some instances, the customer's payment may have been received after we mailed their past due notice
   
• Review How to Make Payment Arrangements to determine if  payment arrangements are available to avoid suspension of service

• Our billing system automatically credits the account after the non pay work order is either completed or cancelled
   
  • Upon restoral or disconnect, non pay work orders automatically generate credit when services are suspended
     
  • Credit is applied in the nightly run after the non pay work order is either completed or cancelled