Introduction Customer must fax a copy of their bank statement showing payment taken and overdraft fee to 570-270-1498 (Attn: Payment Processing) Never promise a refund for overdraft fees; final decisions are made by Payment... Read More

Introduction   It can take a month or more for a payment denial to show on the ledger (MOP Denial displays on the ledger) It depends on when the bank responds to the payment attempt To determine the reason, see Determine the Status... Read More

Introduction  Business Rules Customer requests only; do not suggest medically necessary phone service to a customer   This information is available on our billing statements; it does not apply to cable or internet service ... Read More

Resolution Steps Expand All | Collapse All Payment Reminder Email 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... Read More

Introduction Equipment Return Information All equipment with an MRC must be returned; see full list of equipment charges, here  To avoid unreturned equipment charges, our equipment must be returned prior to, or on the day services are... Read More

Introduction Deferred Phone Billing Arrangements Business Rules: Refers to phone service only  One deferred arrangement per calendar year  Must have a delinquent balance of $100.00 or more in Local Phone, AR bucket 100  Must have active... Read More

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... Read More

Introduction In all markets, if a customer indicates they filed for Bankruptcy, copies of their paperwork may be sent:  Email:           bankruptcy@astound.com Fax 570-270-1498     Mail: Astound Broadband   Attn:... Read More

A/R Balance Transfers Introduction Financial Services will not move money in order to achieve a current balance on one statement if money is owed on both statements  A customer may request a balance transfer to delay or prevent a non... Read More

Introduction Change Privacy Settings only at a customer's request  Always use BOLT to change Privacy Settings, or verify a customer's existing settings  To stop solicitation from all companies, customers can add their name to... Read More