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 a bad debt and may be assigned to a specific collection agency
   
  • The company communicates daily with collection agencies regarding payments, both paid and unpaid
     
• To identify the collection agency handling the caller's account:
   
  • In BOLT account: Click on Collections tab. The agency name is listed below the tab and in the Collection History 
     
  • In ICOMS account: Task [CL] |; click on Addl Info on left
     
• When in write off, the unpaid balance is taken off the account and the account displays a 0.00 balance
   
• Payments on a write off account are applied to the oldest debt first, ensuring the write off buckets are settled before any other debt
   
• To restore service faster, make payment directly to our company
   
  • Payments made to a collections agency take 7-10 days to be applied
     
• If a customer requests to make payment arrangements, direct them to the appropriate collections agency and phone number

 

Note: customers with a Write-Off balance are still eligible to sign up for ACP

• For FORMER accounts with a Write-Off balance, create a new account; do not restart the old account with the Write-Off balance

Resolution Steps