CREDIT TEMPLATE updated as of 9/12

Prior Disconnect/Suspend Credit – CODE 170
SVC/Package:
Date:
Reason: account restarted automatically (Date), when cust was not ready. Educ cust of suspend procedure but insisted on credit. Negotiated but declined. Suspended the account again and issued credit for the charges until the day before the start of the new suspension date. Educ that this will be a one-time courtesy credit. for csat and sup ok.

Billing-codes-069

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Fee Credit - CODE 110
SVC/Fee: (Late fee, PTF)
Date:
WHY: Cust enrolled in recurring payment. Disputes (service disputing) and insisted in full credit. declined shoppers. Sup ok to credit for csat.

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Pay Per View Credit – CODE 100
SVC/Package:
Date: 4/23/09
CUSTOMER INSISTED ON CREDIT FOR PPV ORDER DISPUTE. STATED THAT THEY NEVER ORDERED THE PPV. INFORMED CUSTOMER OF PPV PROCEDURE AND POLICIES (LOCKS AND LIMITS), AND THAT THEY’RE RESPONSIBLE FOR ALL THE PPV CHARGES EVEN IF ORDERED BY UNAUTHORIZED PERSON. EDUC ON IPPV ORDERING OF THE RECIEVERS AND WAS DOWNLOADED LATE. OFFER TO REMOVE ACCESS TO REMOTE CONTROL ORDERING. (DISABLE IPPV.) AND ADDED PW BUT CUST DECLINED. EC OFFERED SHOPPERS AND NEGOTIATED BUT CUST DECLINED AND INSISTED ON FULL CREDIT. CUSTOMER IS AWARE THAT THIS IS A ONE TIME COURTESY CREDIT.

BILLING-CODES-066


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Protection Plan Cancellation Fee
Date:
CUST INSISTED in credit for the pp cancellation fee. stated they were never informed of the service being added on the account. Tried to resell and explained value of the PP but cust insisted in full credit and declined shoppers. Educ of one time courtesy.

F700000009 - - - - F000009031


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Pre-season Sports Cancellation – CODE 115
SVC/Fee:
Date:
Reason: customer got auto renew but didn’t want the services this year. Resell and offered shoppers to keep the pack but cust declined and insisted in full credit. Pack was already cancelled. Issued credit on the account AND PUT IT ON NON AUTO RENEWAL OFFER.

billing-codes-021

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PROMOTIONAL MARKETING 162
SERVICE CALL
Date:
WHY:CCI WAS CHARGE SC FOR $49.95 AND WAS TOLD IT'S FREE SINCE PART OF THE LOYAL CUST OFFER, CSR OFFERED DISCOUNT CUST DENIED AND INSIST ON CREDIT. SUP OKAY



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CANCELLED ORDER 152
Equipment Name:
Date:
As per notes tab on (Date) OMS ORDER # (Oms order num) has been cancelled on the account. Credited charges to correct billing. Sup approved.

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Customer retention 180
SVC/Package:
Date:
Reason: customer stated that he did not ask for the package to be added on the account after the 3 mos promotion is up. Was told that it will be for free. Issued credit using disconnect adjustment formula. Offered shoppers, negotiated but cust declined and insisted in full credit. FOR CSAT AND SUP APPROVED.


Billing-codes-013

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Multiple Package Credit – CODE 135
SVC/Package:
Date:
Reason: Customer charged for duplicate services. Charged for PLUS HD DVR and TOTAL CHOICE PLUS on the same access card and on the same billing cycle. Cancelled incorrect package, removed auto reinstate and issued credit using disconnect adjustment formula. REMOVED AUTO REINSTATE.

billing-codes-011

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Time Without Service - CODE 105
SVC/Package:
Date:
Reason: as per call log on (date), customer did not have service on (date) and is disputing charges until the day before the cust got the service back. Credited for csat and with sup approval.

billing-codes-074

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Billing Correction - CODE 6100

SVC/Package:
Date:
Reason: customer stated that he did not ask for the package to be added on the account. Resell the value of pack but cust declined. Ec disconnected the service/s and issued credit using disconnect adjustment formula. offered shoppers, negotiated but cust declined and insisted in full credit. FOR CSAT AND SUP APPROVE

Billing-codes-01

OR:

Reason: Cci disputes the charge for the additional receiver fee, stated that already requested for the ird to be disc on the account on (Date). Ec disconnected the unused receiver and issued credit using disconnect adjustment formula. Credited for csat and sup approval

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SERVICE CALLS-CODE 150
SERVICE CALL
Date:
CUST DISPUTING THE SC CHARGE ON ACCNT. AS PER CUST WHEN SC WAS SCHED,THEY INFORMED HER SHE WOULDNT GET CHARGED BEC PROT PLAN WAS ADDED. AS PER ACCNT INFORMATION ON (Date) BY (EID), PROTECTION PLAN WAS ADDED SAME DATE THAT SC WAS PLACED.

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Sports Subscription Credit Code 120
SVC/Fee:
Date:
Reason: Customer wants to cancel the sports sub. Educ of sports sub and policies after the season starts and that they were notify about it. Insisted in credit for the amount since they were not notified about the autorenewal offer. Offered a one time credit of $25 and save offer and also to negotiate from the time that they used the subscription but cust declined and insisted of full credit. For csat. Removed auto reinstate and put it on non auto renewal offer. Sup approved.

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PROMOTIONAL MARKETING 162
Equipment Name:
Date:
LOYALTY OFFERS – OFFERS FOR DISCOUNTED OR $0 ADVANCED EQUIPMENT AND $0 DELIVER AND HANDLING FEE. CUST ISNISTED ON GETTING CRED.APPLIED CREDIT AS 1X COURTESY AND FOR CSAT, SUP OK AS CUST DECLINED SHOPPERS AND NEGO.


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EARLY CANCELLATION FEE CREDIT - 172
ECF
Date:
CCI DISPUTES ECF CHARGE FOR ECF. STATED THAT HE DID NOT REQUEST TO DISC THE ACCOUNT. EDUC ON MIN SERVICE AND COMMITMENT, CUST UNDERSTOOD AND AGREED TO KEEP THE ACCOUNT. CREDITED TO CORRECT BILL.. RESTARTED COMMITMENT ON (DATE).
OR:
CCI DISPUTES CHARGE FOR ECF. NO LINE OF SIGHT. CREDIT TO CORRECT THE CHARGE. SUP APPROVED.


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Prem Disc Fee
Date:
Cust disputing the charge for the prem disc fee. Stated that she was given the movie pack for free. Educ on the prem disc fee policy but insisted in full credit. Declined shoppers. Credited for csat and as a one time courtesy.