Introduction

Customers sometimes request a separate statement for a specific reason:

• This is not something we typically offer
   
  • They may want data service billed separately because their employer is paying for their service at home
     
  • If this is a roommate situation and separate accounts are requested, see the section Duplicate Account is Needed
     
• Statements are split at the category/line of business level
   
  • Can not split individual services such as HBO, phone lines, etc. into separate bills
     
• Set the correct expectation as to how their bill statement will look:
   
  • Original Statement: bundle description is listed; rate is reduced by the service billed on the second statement
     
  • Second statement:  lists only the selected LOB at the bundled rate 
     
  • Both statements may have prorates depending on the bill cycle
     
• Autopay can be setup on both statements on a split bill
   
• Important: the IVR does not provide self help for accounts with split statements - calls go directly to agent
   
• Inform customers whose payments are made using 3rd party bill pay services, to notify their bank they have two account numbers
   
  • Provide the customer with their 13 digit account number for each statement

 

Resolution Steps

1. Customer Occurrence Configuration [OC] screen
    
2. Highlight / click on the service(s) and all active occurrences of the service category you want to split
    
   • Hold down Ctrl key to click for multiple occurrences at once 
      
   • All the same statement per category
      
   • This is so all taxes and fees will properly merge
      
3. Click the Recur and Usage B/W button
    

   • Never select Recur B/W or Usage B/W

    The Customer Occurrence Configuration Grid Key gives an explanation of fields and codes
    
4. Click Add Statement
    
   • A new Stmt Code will populate with the Stmt Stat of N/CI
      
   • Highlight the new statement; click the Select button
     
      
5. Click the check box to Confirm; press Enter then Exit
    
6. Repeat Steps 3 - 5 as needed until all active occurrences of the service category are on the same statement
    
7. Verify that the occurrence is now on the separate billing statement
    
   • To do this, click the new statement that was just created
      
   • Click the Services  
      
   • The services displayed here will be on the new billing statement
      
   • Press Exit