Notes

DC/RPC/CBC
Reason for call: cci to process a payment
Resolution: Customer authorized me to process payment of $ using cc xxxx, transaction successful, RT with agent, next due date: EPO:
DOB/AE/Website/SURVEY


DC/RPC/CBC
REASON OF CALL: cci to pay EPO
RESOLUTION: Customer authorized me to process EPO of $ using cc xxxx, transaction successful, RT with agent, informed no more payments will be required
DOB/AE/WEBSITE/SURVEY

DC/RPC
REASON OF CALL: Welcome call completed
RESOLUTION: informed cx about cart amount: EPO next pay date amount $ , verified MOP cc xxxx, explained program.
DOB/AE/WEBSITE/SURVEY

REASON OF CALL: Welcome call incomplete
RESOLUTION:call reached voicemail, no message left.

REASON OF CALL: Welcome call incomplete
RESOLUTION: Cx said he understand how the lease works ans he will be calling back for further assistance, decided not to continue with the call.

REASON OF CALL: Welcome call incomplete
RESOLUTION: Cx said he has the lease information that received by email and does not have the time at the moment to receive the information since he is at work. Decided not to continue with the call.

REASON OF CALL: Welcome call incomplete
RESOLUTION: CX Hanged UP.

DC/RPC/CBC
Reason for call: cci to reschedule payment
Resolution:rescheduled payment of $$ due on xxxxx automatic with cc
DOB/AE/Website/SURVEY

DC/RPC/CBC
Reason for call: cci to know why he has not received a confirmation for his purchase
Resolution: Explained cx that the payment has not been processed, provided order number and suggested to wait and call back, if the order is not shipped the application will expire and no charges will be applied.
DOB/AE/Website

DC/RPC/CBC
REASON OF CALL: cci to know total balance on account
RESOLUTION: updated cx email to [email protected] by cx request. Informed EPO $111.07, 2 payments of $80.99 left to complete lease. Customer replied he has paid double the price of the phone and asked if he can pay less, I called the collections department to find out an alternative and the agent expressed he could work with the client and offer an arrangement, therefore proceeded to transfer the call.
DOB/AE/WEBSITE

DC/RPC/CBC
REASON OF CALL: cci to know total balance
RESOLUTION: Informed EPO $392.65 cx refereed she will be calling in another time to process the payment.
DOB/AE/WEBSITE

DC/RPC/CBC
REASON OF CALL: Smart Pay return
RESOLUTION: Proceeded to create shipping label, verified device is in good condition, no damaged, informed int can take 10-15 days to process the return, she is responsible for upcoming payments on her lease until the return is completed, payments already processed are no refundable, she will receive a confirmation email once the account in cancelled. Rescheduled next due date from 05/31/20 to 06/15/20. set: [email protected] as primary email address. and sent shipping label, cx confirmed she has received it.
DOB/AE/WEBSITE/SURVEY


DC/RPC/CBC
Reason for call: cci to change the address on account.
Resolution: Address was correct on file, however order shows on hold, i explained the it is under verification and it can take 2-3 days to remove the hold, explained the amount she was charged was a pre-authorization amount and it hs not been processed on our system, Adv to check app status on website or call us back to verify in 3 days.
DOB/AE/Website

DC/RPC/CBC
Reason for call: Service disconnected.
Resolution: CX processed her lease payment today 05/29/20, requested to remove RA and suggested to wait 2-3 hours and restart device, if service is not back then contact service provider to have service reconnected. next due date 06/25/2020 EPO: 522.61

DC/RPC/CBC
REASON OF CALL: cci to know hoe EPO is calculated.
RESOLUTION: I explained EPO calculations according the terms and conditions: "Cash Price multiplied by the number of payments remaining for ownership divided by the total number of payments for ownership plus tax" he asked if he could process a payment of $100 towards the EPO and I informed it would have to be a one payment or the payment would go towards the lease monthly amount. explained as well the total of payments for 15 months would be: $1,223.25 He decided to call back as soon as he can process the EPO payment.
DOB/AE/WEBSITE/survey


DC/RPC/CBC
Reason for call: unauthorized party Olga Rojas called to process a payment
Resolution: The caller verified the information on account, and provided the exact amount that she wanted to pay and the last for digits of cc 7199 on her name, caller authorized me to process payment of $33.53 , transaction successful, RT with agent no more information was provided.
DOB/AE/