Resolution Steps
When to Run a Credit Check
- New Customers: complete a credit check for NEW customers who request cable, phone or high speed data service
- Prior debts must be paid before providing service
- Includes ownership changes
- Prior debts must be paid before providing service
- Existing Customers: complete a credit check when an existing customer requests service at more than one address
- Must run a credit check every time existing customer requests service at an additional address
- Exceptions- when reconnecting service that was disconnected less than 90 days ago
- Must have a zero balance
- If the deposit was released and applied toward the balance, a new deposit must be secured
- Must have a zero balance
- Must run a credit check every time existing customer requests service at an additional address
- Bulk Customers: with tenure less than 4 months who are adding a line of business not included in agreement (See CF screen):
- Must have zero balance
- If over 4 months tenure, follow credit policy
- Obtain an SSN and DOB even when Credit Check is not necessary
- Must have zero balance
When a Credit Check is not Needed
- Do not run a credit check for:
- Existing customers with tenure under 4 months who paid a deposit: in the credit check tool, check the most recent decision code to see if a deposit is still necessary
- Seasonal reconnects
- Dial up service
- Existing customer upgrades and transfers of service with:
- Under 3 years tenure:
- Must be current (no balance due in 31-60 day bucket)
- Take payment to bring account current
- Must be current (no balance due in 31-60 day bucket)
- Over 3 years tenure:
- If balance is due in 31-60 day bucket, attempt to take payment
- Process request provided a soft disconnect will not generate before payment is expected
- If balance is due in 31-60 day bucket, attempt to take payment
- Under 3 years tenure:
- Existing customers with tenure under 4 months who paid a deposit: in the credit check tool, check the most recent decision code to see if a deposit is still necessary
- Important Note: If the customer has a pending upgrade that stops the processing of a soft disconnect, FS contacts the customer for immediate payment or the upgrade order will be cancelled such that their services can be disabled until the past due amount is paid
Determining Credit Status
-
Mandatory credit check step - we must ask consumers to grant us permission to run a credit check by pressing any button on their telephone key pad
- Request customer consent in the following way:
- Using the information you have provided, I need your authorization to process a credit inquiry by pressing any key on your telephone key pad.”
- The tone gives you the consent to move forward with processing the credit check
- Using the information you have provided, I need your authorization to process a credit inquiry by pressing any key on your telephone key pad.”
- Not to be compared to a FICO score, Experian is the company we use for our soft credit checks
- Verify the decision code in ICOMSCC
- Credit scores that are considered high risk / require a deposit: 4 - Deposit Required
- Credit scores that do not require a deposit in accordance with our scoring threshold: 1 - Passing Score - No Deposit Required
- Credit scores that are considered high risk / require a deposit: 4 - Deposit Required
- ICOMSCC displays prior accounts with exact match to name and SSNs with prior debt owed to us within the past seven years (Astound Powered by RCN / Grande areas) and four years (Astound Powered by Wave areas) and greater than $50.00
- Credit Compliance may deny service when account is greater than 4 / 7 years old as above and has a balance of $1500 or greater
- Credit Compliance may deny service when account is greater than 4 / 7 years old as above and has a balance of $1500 or greater
- Do not discuss credit scores with customers. When a customer does not pass credit, they receive a notification letter within 5 business days, even when service is not installed
- Customers who ask for their score, their credit report or who have a credit dispute must contact Experian
- Call 800-200-6020 for a copy of your credit report to be delivered by U. S. Mail and/or other services offered by Experian
- Visit https://www.experian.com/corporate/personal-services-contacts.html
for an online credit report and/or other services offered
- Contact the phone number on their credit report or other contact they have for Experian
- Call 800-200-6020 for a copy of your credit report to be delivered by U. S. Mail and/or other services offered by Experian
Deposits
- When a customer does not meet credit guidelines, take a deposit for each line of business requested. Follow the credit check tool. For all markets except New York (Site 33) and Massachusetts (Site 22 special guidelines above):
- Cable - $100.00 (RCDEPST) except Texas where the cable deposit is $50.00
- Home Security for enTouch Texas - $50.00 (RHDEPST)
- Data - $50.00 (RDDEPST)
- Telephone - no deposit required but an international block is required with the exception of New York (Site 33)
- Cable - $100.00 (RCDEPST) except Texas where the cable deposit is $50.00
- For deposit payment scheduling guidelines, see this grid
- When twelve months of timely payments without a past due balance and/or a returned payment are made, the deposit and interest (when applicable) is automatically credited back to the account ledger
- Deposits are returned on the next bill cycle after the 12 month anniversary
- Deposits are returned on the next bill cycle after the 12 month anniversary
- If 12 months of timely payments are not made, the deposit will then be returned when 12 consecutive months of timely payments are received OR when the customer disconnects service, whatever occurs first:
- Active customers - the deposit is placed on the account ledger and monthly charges are deducted from credit on the ledger
- Disconnected customers - we credit the deposit against the remaining account balance; if a credit balance remains, a refund is issued to the customer in 6 to 8 weeks
- Never installed customers -deposit payments made by credit card will be refunded in approximately 5-7 business days from the day the request is made. If a check is being issued, the refund will be received in approximately 4 - 6 weeks from when the request is made
- Special Note: A customer can request to increase their PPV/VOD credit limit and order international long distance when their deposit is credited to the account ledger
- Active customers - the deposit is placed on the account ledger and monthly charges are deducted from credit on the ledger
Financial Holds
- What is a Financial Hold?
- Customers who have a financial hold on their account must meet specific criteria required by the credit department
- The credit department may require more information like proof of residency, proof of identity, a payment or deposit requirement
- Customers who have a financial hold on their account must meet specific criteria required by the credit department