Introduction Payments made online through a financial institution may be delayed in posting the payment to the customer's account This can be the result of the financial institution's handling of the payment Some financial... Read More

Introduction Work from Home Agents (internal agents only): instructions for Credit Card Payments Astound grants internal agents (this does not apply to outsource partners) the ability to input and process credit card payments  ... Read More

Introduction Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification ForÂ... Read More

Introduction Before rescheduling a sooner disconnect date for non pay work order, always attempt to take a payment for the balance due If the payment brings the account current, and the customer still wants to disconnect service, handle... Read More

Introduction   Always enter Payment Arrangements using BOLT Do not use ICOMS unless BOLT is down   Do not enter a Promise to Pay to cancel a non-pay work order in order to place a Transfer order No Payment Arrangements for the Following... Read More

Introduction Accounts go into write-off status when:  The account is disconnected for non pay for a minimum of 2 days  Customer requests to disconnect and the bill is unpaid 45 days after disconnection  The amount due is considered... Read More

Introduction Customers are Responsible for Lost/Stolen/Damaged Equipment Charges are applied by the local market when equipment is damaged beyond repair, or if the equipment is said to be lost or stolen  Replacement cost for the equipment... Read More

Introduction A Payment Denial occurs when a payment is declined or does not go through The payment is reversed and a payment denial fee is charged A chargeback occurs when a customer makes a credit card payment and disputes the... Read More

Introduction Confirm the following: Block is on/off account Account is not past due Account does not have a write off balance Balance has not exceeded the cap for PPV/VOD Resolution Steps Expand All | Collapse All ... Read More

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... Read More