Pending Non Pay - Customer Requests to Keep Phone Service-3532

Introduction

Business Rules:
 

• To keep phone service on, customer must pay the full past due balance for all category T billing
   
  • In Site 39, customers must pay full past due on just basic phone service - T100
     
  • If bill is due this week, must also pay the entire phone balance due
     
  • Payments made will be applied to all past due services 
     
• Back Office Financial Services leaves cable and modem scheduled for the original disco date
   
• If customer requests deferred phone payment arrangements:
   
  • Take a payment for 25% of the balance due
     
  • Set up a 2 day grace period promise to pay by following Making a Payment Arrangement (Promise to Pay)
     
•  Customer will be downgraded to phone only; information regarding the Deferred Phone Arrangements is found on our Collection notices
   

Resolution Steps

Route a case to Financial Services to setup a deferred phone payment arrangement
 

Financial Services followup:

• If request is approved, Financial Services does the following
   
  • Discusses the details of deferred phone payment arrangements with the customer
     
  • Enters a work order to restore the telephone service
     
  • Downgrades the account as needed
     
  • Updates Collections comments