Introduction

Use these steps to break the link between accounts when:

•  An account was inadvertently linked as a transfer
  
  
• While processing a Transfer of Service and one of the messages below is received:
  
  
  • Account has already been transferred; proceed to steps below
    
    
  • Customer has a pending service change;  proceed to steps below 
    
    
  • Transfer link for a pending Telephone or Calling Card Transfer cannot be broken; cancel install work order and reconnect former

Note: A Service Now Ticket needs to be submitted if the account is already active and both work orders are completed

Resolution Steps

1. Customer Maintenance [CM] screen of the new account
   
   
2. Find the Cancel Pending Transfer on the bottom, right side of the screen
   
   
   • This box appears to be checked, but the background is grayed out
     
     
   • Click in the box until a black check mark appears, with a solid white background
     
     
   • Enter through until you return to the Customer Search screen [CS]
     
     
3. The link has been broken