Opt out of ACH [Account Servicing Portal]

Background:

A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to opt out of AutoPay/ACH payments from Account Servicing.

Process Overview

Step	Action

Step	Action
1	Has M3 status been approved? Related SOP table: How to verify if M3 has been approved If yes, proceed to Step 2 If no, advise the customer the following: “At this time, based on the status of your account, the option to opt out of ACH is not available. However, once your in-service date has been approved, please reach back out so we could proceed with your request.” Enter disposition notations with billing disposition notations and Stop
2	How is the request being received?
	Customer on the phone	Refer to SOP for Transferring calls to Account Servicing for referring customer to Account Servicing to opt out of AutoPay/ACH and Stop
	Email	Customer’s email automatically creates a EBH JIRA Ticket Proceed to Step 3
	Voicemail	Proceed to Step 3
3	Support assembles the following information: Full Name Contract ID (Located on initial welcome letter) - optional System address Brief Description of the problem Email and phone number - optional Send initial response to homeowner with canned response: “H/O transferred to Account Servicing” Change reporter to SolarCustomerSupport@accountservicing.com, select “reply to customer” and include all information assembled in step one (1) above Account Servicing will reach out to the Homeowner to address the request Support will request confirmation that contact is made and will keep checking on the status periodically for resolution Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete