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 while assigning autopay.  
   
• Employees are not allowed to document, record and save any credit card information using applications like MS Notepad, WordPad, etc. on their computers, notebook / paper, etc.
   
• Video (e.g. Zoom) must be enabled at all times while handling customer calls and all sessions are automatically recorded
   
• Outsource partners contact your site leadership for assistance

---

 

• Existing Customer
   
  • When AutoPay is assigned, a payment is taken for the amount due; ensure funds are available at set up
     
  • Going forward, payments are taken on the statement due date 
     
    • Email payment confirmation to preferred email address sent approximately 5pm when deducted
       
  • BOLT requires a preferred email address during autopay setup
     
  • AutoPay payments do not generate when bill statement is less than $1.00
     
  • Transfer from accounts pay any remaining balance on their original due date
     
  • Avoid partial payments prior to set up. If a partial payment was made, the remaining amount due is still taken at set up
     
    • This results in two payments being taken on the same day
       
• New Customer
   
  • The first AutoPay payment is taken on the due date of the second bill; late fee is not assessed (payment is not taken for first off-cycle bill)
     
• Non Pay Status: Setting up AutoPay does not cancel a non pay
   
  • Prior to set up, take a manual payment to cancel the non pay; do not charge the convenience fee
     
  • Let the customer know when AutoPay is setup, the remaining amount due is withdrawn immediately
     
• The balance due is synchronized on the payment due date posting. Examples:
   
  • If a customer is billed $200.00 and they received a $50.00 credit, the payment amount is $150 on the due date
     
  • If a customer is billed $200.00 and ordered a $49.99 PPV mid-bill cycle, the payment amount is $200 on the due date
     
• Pending Payments display as AUTOPAY on the General Ledger, Collections History, and MOP/Payment History tab when AutoPay is assigned
   
  • BOLT and ICOMS display a zero pending payment balance until payment posting
     
• Transfer of service: ACH information transfers to new account but must be re-assigned; credit card information transfers and is assigned automatically
   
• Rejected MOPs: Must take a one-time payment prior to setting up autopay
   
  • ACH/checking account payment rejection: take a one time payment with a different MOP
     
    • When the payment is made, use any MOP
       
  • Credit / debit card payment rejection: attempt a one-time payment using the same card
     
    • If successful, AutoPay can be re-assigned
       
• 5 days prior to the payment due date, customers receive a payment due reminder email to preferred email
   
• Expiring autopay CC's receive and email to preferred email to update the card expiration date
   
  • After 120 days, inactive and unused CC's are purged from the account. Payment history is still available; MOP information is not
     
• Local Office (not Payment Center) Front Counter personnel are able to add, change or remove autopay

Resolution Steps