LEAVESnew: Invalid TN Change On Hotlined Accounts
new: Invalid TN Change On Hotlined Accounts
james Fri Apr 09, 2010 10:57 pm
Date: March 30, 2010
Purpose: To advise agents of the process for Hotlined accounts.
Effective Date: Immediately
Who: All DSL Tier 1 agents
Contact: For additional information or questions, please contact Brent Middleton, BM9609@att.com.
Details: This FYI is to advise agents of the correct process for handling a call from a customer whose account has been Hotlined. It has been determined that some agents are contacting Sales to have a suspended account TN changed so that the customer can continue to use the service. Please be advised that this is out of process.
AT&T Collections determines when an account should be Hotlined and sends notice to the Hotline Team in Customer Care Billing where then they notate the customer's account with the following: "ACCOUNT HOTLINED, PASSWORD NOT CHANGED. EMAIL & VOICE MAIL SENT TO CUSTOMER NOTIFYING ACCOUNT STATUS."
If you receive a call from a customer whose account has been Hotlined, transfer them to billing to resolve the billing issue. If a customer pays their bill within 30 days of being Hotlined, then the customer's account will be noted and the account will not be cancelled.
After 30 days, the account is disconnected and new service will have to be ordered. If a customer pays their bill before the final disconnect is issued, then the port should be unlocked immediately by an automatic process in the BBCCA. If the customer is still not working after their bill is paid, contact FastAccess Billing.
Related Processes: Disconnected Account
Purpose: To advise agents of the process for Hotlined accounts.
Effective Date: Immediately
Who: All DSL Tier 1 agents
Contact: For additional information or questions, please contact Brent Middleton, BM9609@att.com.
Details: This FYI is to advise agents of the correct process for handling a call from a customer whose account has been Hotlined. It has been determined that some agents are contacting Sales to have a suspended account TN changed so that the customer can continue to use the service. Please be advised that this is out of process.
AT&T Collections determines when an account should be Hotlined and sends notice to the Hotline Team in Customer Care Billing where then they notate the customer's account with the following: "ACCOUNT HOTLINED, PASSWORD NOT CHANGED. EMAIL & VOICE MAIL SENT TO CUSTOMER NOTIFYING ACCOUNT STATUS."
If you receive a call from a customer whose account has been Hotlined, transfer them to billing to resolve the billing issue. If a customer pays their bill within 30 days of being Hotlined, then the customer's account will be noted and the account will not be cancelled.
After 30 days, the account is disconnected and new service will have to be ordered. If a customer pays their bill before the final disconnect is issued, then the port should be unlocked immediately by an automatic process in the BBCCA. If the customer is still not working after their bill is paid, contact FastAccess Billing.
Related Processes: Disconnected Account
james- Overseer
- Posts : 34
Join date : 2010-04-03
Location : smoking outside
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