MVO Request process

mVO REQUEST PROCESS

Important - you must ask probing questions to determine how to proceed with the cancellation request. Click on the interactive images below to discover the information

How to complete a MVO?

Final Bill Level pay

ETF Waiver

Final Bill

New order has been submitted or not?

Within Texas Or not?

Empathy

How to check a transaction in mis.ERCOT

Cancel Service (Inadvertent gain)

Cancellation Guidelines

Transfer of service

1. Always remember to Update the Mailing Address on any MVO or TOS so that we can get the final bill to the right customer. If there are any refunds due to the customer, it will go to the right place as well. 2.Express Empathy for the customer cancelling service. Script:Mr. Customer, I'm sorry you are cancelling service. I can help you with this. I hope you go with us at your new address. 3. Go to the next Pictures and find the next steps steps and the questions we should ask the customer or Ourselves when processing a move out request.

Is customer moving Out of State or Within Texas?

Out of State or unable to move the service to the new premise?

Within Texas?

Is there an existing order for new service for this address? yes?

Is the customer requesting the MVO before or after the pending MVI? After or before ? Before> Advise customer the new resident has already submitted a request for new service at this address for xx/xx/xxxx [date service is scheduled to start] and their services will automatically be cancelled the same day. No further action required. After> Go to ESG > Go to customer's account and confirm contract expiration date. Note: Customer will be charged ETF unless their contract is expiring within next 15 days. ETF is $20/month remaining on contract. Once we submit the MVO order, the TDU will disconnect anytime during the date they requested

Guidelines for which customers qualify Scenarios where an ETF cannot be applied as required by PUCT rules:

• Customers who have transitioned to a month-to-month default renewal product.
• Customers can switch without incurring an early termination charge if the switch is no earlier than 14 days before the contract expiration date provided in the expiration notice.
• Customers moving to a different service address, who provide a forwarding address, and provide other evidence as proof of relocation (e.g., new lease agreement, new mortgage document, new utility bill).

Customers may qualify for voluntary ETF waiver if: If they are in good standing:

• They have never paid a bill late in the past.
• They have been with BKV Energy for 6+ months with fewer than 2 late payments.

As a customer service goodwill measure in the following circumstances:

• In order to rectify or prevent a customer complaint with the PUCT.
• When there is reasonable evidence that the ETF was applied as a result of an unauthorized switch of the customer’s account.
• When there is reasonable evidence that the application of the ETF was due to an operational error.

Go to WeKnow and look for : AR-25075322

Advise customer that:

• Final bill will be received within 5 business days after stop date.
• They can use their online account to keep track of the final bill and pay it online. If customer has Autopay, let them know last payment will go through Auto Pay.
• Provide Past Due or Amount due currently and if possible, Take Payment from Customer
• Amount of ETF (if any)
• ETF Waiver / Refund - documents needed.