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WOW!BILLING INFOGRAPHICC

Write off process

Accounts that have been disconnected with a balance owed that exceed 120 days past due will be written off and sent to an outside collection agency. The collection agency will then attempt to contact the customer to collect a payment.

Account has been written off less than 7 years and more than $10.00

• Per the Restart Order Guidelines, customers can still make payments on write-off accounts directly to WOW! to restart services.
• This is an statement we may use: "In order for us to restart your services today, there is an amount due of $xx.xx. How would you like to pay?"
• Transfer to sales to create a new account

Account has been written off more than 7 years or less than $10.00 If one of the following is true:

• An account was disconnected more than 7 years previously
• The customer has a write-off balance of less than $10
• The customer has a balance of less than $10 that was not written off

Do not ask the customer for a payment. Agents should observe the following:

• A payment does not need to be collected to continue setting up services.
• A new account should be created for the customer. (SALES)
• Agents should collect any payments the customer proactively offers to make.
• If the customer does not proactively mention paying WOW!, Agents should not discuss the Write-Off balance.

How do you know the reason of the charges?

• By checking last bill we can verified if charges are related to equipments or services

Reasons for write off:

• Customer disconnected the account and did not paid the final bill
• Customer disconnected the account and did not paid the final bill and return the equipement either
• etc

CONTACTING OUTSIDE COLLECTION AGENCY:

• If a former WOW! customer has received a bill from an outside collection agency, the customer should be directed to contact that agency directly for more information.
• All Markets Eastern Account System (800) 750-6343

Proof of payment for writte-off accounts

• From the bank that the payment was made from, including a bank statement for the checking account used to make the payment or a copy of the processed check.
• By obtaining a copy of the credit card statement that reflects the payment made to pay the account.
• Have the customer collections agency send a receipt showing proof that the debt has been paid with them, refer the customer to the phone numbers in the Contacting Outside Agencies list.

WOW!BILLING INFOGRAPHICC

Write off process

Let's practice:We have the account number 19631240 for Bessy Jackson / FORM 05/21/2024

• She is calling in because she needs to know why she was charge for $3,771.52

After reviewing the account we realized the customer was subcribed to ACP program and a lot of payments were not done one time but the account was never interrupted after May 2022 due to the ACP benefits until it ended and after disconnecting the services the equipment was returned and the reason why there is a charge is due the services she was using but did not pay.

What can we do if the customer ask for a proof of payment?

• From the bank that the payment was made from, including a bank statement for the checking account used to make the payment or a copy of the processed check.
• By obtaining a copy of the credit card statement that reflects the payment made to pay the account.
• Have the customer collections agency send a receipt showing proof that the debt has been paid with them, refer the customer to the phone numbers in the Contacting Outside Agencies list.

What can the customer do to get services back on?

• Per the Restart Order Guidelines, customers can still make payments on write-off accounts directly to WOW! to restart services.
• After voluntary disconnect/Hard disconnect over 90 days or more, Sales must create a new account
• Educate the customer that base on process the full payment needs to be collected to get services back on

- If there is any equipment charge and the customer has the equipment they must send the equipment back and the charge for it would be remove out of total balance