• A Promise to Pay (P2P) expires when billing runs in the evening of the promise day

• Advise customers to pay before 10:00 pm ET of the promise day to avoid suspension

• Monies moving to the 31-60 day bucket must also be added to amount needed for the payment arrangement

• If a P2P extends into the next bill cycle, money in the 1-30 day bucket becomes delinquent and worked into the Promised amount.  The promised amount must include all past due monies
  
  • If not soft disconnected, a Promise to Pay cannot fall on the same date the soft disconnect is scheduled.  This interrupts forecasting and automated suspension functions
  
  
  • When the account is soft disconnected, a P2P can be setup for the soft disco date, when guidelines are met

• Try to get the customer to make a payment before making arrangements for the remaining balance due on the account

• Furloughed Government Employees inquiring about an extension, click here

Important

• The Modem / EMTA automatically reboots after a completed Promise to Pay

• Warn customers the call will drop if they are calling on a device connected to their Home Network once the P2P completes

• Both landline phone on EMTA and any Mobile line connected to Wi-Fi for calling are affected

• Do not promise a Payment Arrangement until you qualify the customer

• Agents can enter arrangements under $499.00
  
  • Amounts over $499.00 are entered by Leads and above

• Agents may grant an extension of up to 11 days past the suspension date to allow the customer to pay the past due balance
  
  • 11 days should be the exception; it is not the default option for a Promise to Pay

• Leads and above may extend a Payment Arrangement up to 14 days
  
  • Seek assistance from a Lead if more than 11 days is warranted
  • Important Internal Agents Only: use BOLT Chat Help with chat intent PTP Request

• Arrangements can't be deleted once entered into the Billing System

• Never enter a Promise to Pay to cancel a non-pay work order in order to place a Transfer order

• Please see below for specific scenarios with a 5 day Grace Period 

Important

• If you enter an extension in error, email the account information and the extension details to FSBO@astound.com

• Requests to only keep phone service active; customers lose features and Regional / Long Distance / International calling

• Take a payment for at least 25% of the balance and enter a Grace Period payment arrangement

• Route a BOLT Case to Financial Services
  
  • Someone will call back within 48 business hours

• Never offer this option; customers must request it

• Prepaid Data and Dial-up accounts

• Accounts with Unreturned Equipment

• FORMER Customers 

• Bulk Master accounts

• Customer with us under six months, verify length of service through ICOMS if service was transferred 

• Customer has never made a payment

• Payment Arrangement entered in the last 60 days

• Returned Payment in the last 60 days
   
  • Must pay full balance over 60 days for another payment arrangement
  
  
  • Past due balance (31-60) must be paid in full by the extension date

Qualify the customer by reviewing the account and the guidelines above

• Check to see if customer is in jeopardy of being disconnected for nonpayment

• For qualifying customers, offer a Payment Arrangement that fits your customer's needs
  
  • Remember, 11 days is the exception; it is not the default option for a Promise to Pay

• Full payment must be made by the extension date or service will be suspended

Qualify the customer by reviewing the account and the guidelines above

• Amount paid needs to meet or exceed the past due balance  
  
  • If not, customer must make payment of past due minus the missing payment amount

• Customer must provide receipt number, and location of payment center and enter this information in BOLT

• Extend service out 5 days as a Grace Period to allow for processing of payment

Qualify the customer by reviewing the account and the guidelines above

• Amount needs to meet or exceed past due balance​​​​​
  
  • If not, customer must make payment of past due minus the missing payment amount

• Access Handling a Missing Payment Concern for more information

• Extend service out 5 days as a Grace Period to allow for Missing Payment research

Qualify the customer by reviewing the account and the guidelines above

• Use when a processing Credit amount is equal to or greater than the past due balance
  
  • If not, customer must make payment of past due minus the missing payment amount
  
  
  • Extend service out 5 days as a Grace Period to allow for processing of payment

1. Access the Collections Tab and determine past due amounts

1. Review Collections Comments in the Collections History section
    
   • A P2P is allowed once every 60 days
   
   
   • The 60 day rule does not apply to Payment Agency arrangements

1. Look at the Collections Events listed in the Scheme ID area to see if the account is in danger of Non=Pay
    
   
   • Review Collection Activity Dates for each line of business
   
   
   • Verify if the collections activities are Completed, Cancelled, or Pending

1. Review the Bill Run / Statement Date

1. For qualifying customers, enter the Promise to Pay in BOLT

Important

• The Modem / EMTA automatically reboots after a completed Promise to Pay

• Warn customers the call will drop if they are calling on a device connected to their Home Network once the P2P completes

Enter the Promise to Pay in BOLT

1. Click on the Create Payment Arrangement button from the Collections tab
   
   • Select the correct statements where Multiple statements
   
   
   • If both statements are Past Due, enter a P2P for each one

1. Choose the processing option Payment Arrangement or applicable scenario
   
   • The correct date format is mm/dd/year (using the slashes 06/13/2013)

1. Fill in all required fields and add Comments as needed

1. When adding a receipt number, use the AP number on the customers receipt
   
   • The receipt field has 6-15 character limit

1. ​​​​​If a payment arrangement request is denied, a message pop-up displays with the reason​​​​​​

1. Access the Billing Tab and review past due amounts

1. Review Display Collections and Display Collection Events section

1. Type CE in the Task field (Display Collections)

1. In the left, click History to reach the Collections Customer History screen
    
   • Review the notes to determine it the customer had recent payment arrangements
      
     • Customers are only allowed one promise to pay arrangement every 60 days
     
     
     • Promise to Pay Arrangements will be in the Act field designated with a letter 

1. Review Display Collections; click on History to see if the customer is in jeopardy of being disconnected for non payment
    
   • Review collections activities to determine if payment arrangements are necessary
   
   
   • Review pending work orders for non pay activity
   
   
   • Verify if the collections activities are completed, cancelled, or pending

1. Review the Customer Collections Status by entering AR into the Cust Info task bar. This screen provides you with:
    
   • A detailed history of non-pay activity on the account
   
   
   • Broken Payment Arrangement information, if applicable
   
   
   • Click Crdt Hist Matrix to the left for additional information on the non-pay history over the last six to twelve months
   
   
   • To review the last 12 months click on 6/12 months to the left

1. Monies moving to the 31-60 day bucket must also be calculated into the amount needed for the payment arrangement.

1. Check the Bill Run (Statement) Date

1. Proceed to the following steps to enter a payment arrangement

Important

• The Modem / EMTA automatically reboots after a completed Promise to Pay

• Warn customers the call will drop if they are calling on a device connected to their Home Network once the P2P completes

Enter the Promise to Pay in ICOMS

1. Access the Billing [BI] screen

1. Select Display Collections Events  
   
   • If multiple statements, select the statement that requires a Promise to Pay arrangement
   
   
   • If both statements are past due separate Promise to Pay arrangements will be necessary for each statement

1. Select the Wrap function to the left

1. In the payment arrangement History window, Select only Activity Code F

1. Promise Date (mmddyy)

1. Promised Amount - Amount must be the entire past due amount

1. In comments enter reason for payment arrangement, date, amount of payment. If the customer has a receipt number, enter it here.

   Example: 031511- AGREES TO PAY $100 BY 032011

1. Click OK to lock in the arrangement

1. On the Promise to Pay Extension screen:  
   
   • Click on the NPD Events button

1. Remove the check mark from the Spread box

1. Click OK to the left

1. The information from the payment arrangement will display on the Comments and History tabs. Add appropriate comments

• Call Financial Services via Alvaria

• Outside of FS hours, seek assistance from a Lead / Coach / Supervisor