Deactivated systems due to non-payment

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 that their system has been deactivated due to non-payment.

Process Overview

Step	Action

Step	Action
1	Authenticate the customer and determine if the address/contract is on the list of deactivated customers? If yes, proceed to Step 2 If no, follow the applicable process and Stop
2	Advise the customer: “We encourage you to enroll in automatic recurring payments (ACH) to prevent potential late fees and disconnects in the future.” Provide the customer with Account Servicing phone number and hours of operation: Account Servicing and Billing: 1-833-353-0583 Weekdays 7:00 AM – 7:00 PM CST. Proceed to Step 3
3	Is Account Servicing available (Weekdays 7:00AM to 7:00PM CST)? If yes, COLD TRANSFER to Account Servicing by Transferring a Call in CXone Enter disposition notations with billing disposition notations and Stop If no, proceed to Step 4
4	Advise the customer: “Unfortunately, our Accounting Servicing department is currently closed. Please call back during their business hours.” Enter disposition notations with billing disposition notations and Stop

Deactivated customers

Homeowner Contract ID	Site Contact Name 1	Full Address	City Name	Site State(XX)	Site Zipcode
1cfcbce8	alleta lagrange	3128 Crimson Clover Dr,TX,75134	Lancaster	TX	75134
8ec09bbd	MARIO MORENO	1607 Volcano Ave,TX,78576	Penitas	TX	78576
51805de8	Olga Salinas	3906 J And A Dr,TX,78574	Mission	TX	78574
87c3da86	Victor Lopez	4539 Santa Anita Loop,TX,78046	Laredo	TX	78046
4836fc36	Dora Rivas	2753 Alcala St,CA,94509	Antioch	CA	94509