Background:
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In regard to getting your system operational, we have been in communication with [org] regarding the delay and we are working on getting this resolved. We are looking forward to getting you an operational system. We will notify you of the date your payments will restart after your system is installed and operational.
Automated Buydown Email
If a customer that has paused payments contacts EverBright regarding the email they received stating “Your 18th month buydown is approaching”, please advise the customer that they are automated emails that cannot be turned off and they can disregard the email. Their buydown is extended for the same amount of time as their payment pause.
For example: if the customer payments were paused for 6 months, their buydown would be extended for 6 months.
Outbound Calls - Paused Payment - New Installer
Hello, am I speaking with [homeowner name]?
This is [agent name] calling from EverBright, the clean-energy solutions provider that is financing your solar system. Thank you so much for taking the time to speak with me today. We know you are experiencing significant delays in getting your solar system operational and we’re doing all we can to improve your experience and get your system working.
As part of our efforts to correct the situation, we’ve paused your payments and waived any late fees you may have been charged while your system is not in operation. You should have received prior emails outlining this as well. In order to provide a better experience going forward, we are assigning one of EverBright’s trusted installers, [installer], to complete the work. [Installer] should be contacting you soon, if they have not already, to get started.
Rest assured, we – in collaboration with [Installer] – are fully committed to getting your system operational.
Thank you again for taking the time to speak with us today! Have a great day!
Resuming Paused Payments
If Account Servicing reaches out to Support stating that a homeowner would like to resume their payments:
The agent should check Engine to see if M3 has been approved:
If M3 has been approved, the agent can advise Account Servicing to remove the contract status code, resume the customers payments, and defer the payments that were paused to the end of the customers contract term.
If M3 has not been approved, the agent can advise Account Servicing that until the system has been fully approved on our end, the payments cannot be resumed and should remain paused.