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 notified to make a payment
   
• Collections schemes and history are found on BOLT Collections tab
   
• Note: customers assigned to a VIP status are temporarily removed from collections schemes; the BOLT Collections tab displays the VIP type and Description
   

Typical Collection Activities Include: 

• Payment Reminder Email
   
• Letters and Phone Calls
   
• Suspension or downgrade of services
   
• Non-pay disconnect work orders
   
• Account write-off  / send to Collections Agency

 

Payment reminders  

• Sent to preferred email when payment is not received at due date, but before the account is past due (31-60)
   
• You cannot opt-out of payment reminders or collections notices
   
• Payment reminders are a soft attempt to collect by directing the customer to the company's methods of payment
  
   
  • California, Oregon, Washington Residential and Business
    
    
  • DC, IL, MA, NY, PA Business
    
    
  • DC, IL, MA, NY, PA Residential
    
    
  • Grande, Texas Business
    
    
  • Grande, Texas Residential
    
    
  • enTouch, Texas Business
    
    
  • enTouch, Texas Residential
   

Day 31 Notification: a collections notice goes to the preferred email on day 31; customers with no preferred email address receive a written notice
  

• It is entirely possible the customer will not receive a call for this event
   
• Unless the customer has phone, they may be suspended without a call about their past due amount

Resolution Steps

 

• Notice of Service Suspension Letters and Service Termination Letters contain suspend dates that may not match dates found on the BOLT Collections Tab
  
  
  • The company may extend a few days grace period, based on calendar restrict dates in the collections scheme
    
    
• When speaking to a customer regarding their suspension notice, never quote the Work Order Schedule date
  
  
  • This date is not directly linked to the Collections scheme logic in ICOMS
     
  • Quote the suspension and termination dates from either the the suspension / termination letter or BOLT Collections tab