Notes

Thank you for calling ___________ my name is ___________ how may I assist you?

May I please have the account number?
Phone number register on the account?

ok, this account have a disconnection due to non-payment received.
The company had forwarded you 3 notification letter and we didn't received
no respond, that's the reason why the account has been scaled it to the disconnection department.

The system is showing that we haven’t received payment for the last 3 months billing cycles.
The technician should be there within the next 45 min to proceed with the disconnection.

I already paid!

Ok I understand sir/mam, how did you make the last 23 payments on your account, over the

phone, by check or online?

• Ok, let me have the check numbers

• Ok, let me have the confirmation numbers

Now if you allow me to place you on a brief hold while I try to verify if I can track these payments

on the system, because the reason why you facing this disconnection is because of an amount

of________

Ok thank you very much for holding, unfortunately I wasn’t able to find the payments by the

check/confirmation number that you provided to me, so I will have to submit 24 hours

investigation process to see what happened to those payments.



The payment is clear on my bank!

Yes sirmam, the funds maybe clear on your bank up your end, but they not post on your

customer account, that is the reason why I will submit the investigation process on the account,

because you need to understand that between your bank account and our account there’s

always a third-party company involve that YOUR BANK hire to transfer the funds from your

account to our account, those third-party deal with different information on a daily basis… and

yes Sir/mam sometimes mistake can happen where they could it post your funds into an

incorrect account that’s the reason why we will have to do the investigation process


My service won’t be interrupted until you investigate right???

Yes sir/mam the technician will have to proceed with the disconnection because there was
3 disconnection letter mailed to you and you never replied to those disconnection order.


I didn’t receive no disconnection letter!!!!

OOO I see, but not even one out of the 3 letters that we mailed!!??? Are you the only one that

have access to the mail??

• Yes

Ok sir/mam I understand, I can submit a note on the account regarding this situation, but it was

3 letters, so please check your mail, they usually come in a red envelope.


What do I have to do to stop the disconnection!!!???

I can authorize a same day payment on your account so that way you uplift the red flag and the

disconnection from your account


But I already made my payment!!!!!

That’s it’s the reason why I submit the 24 hours investigation process on your account, as soon

as we verify what happened to those payments that you said that you made and clear on your

bank account, believe me that you will be reimburse… it could be

by a certified check on the mail, or

it can go back to the account that it came from or

it could be applied to you next billing cycle.







Take my credit card!!!!

I can take your credit card, checking account but I need to aware you that any type of electronic

payment takes 24 to 72 hours to get process and clear on your account, meaning that the

technician will have to proceed with the disconnection until the funds get clear on the account,

and for my understanding you cannot afford to be without your electric service for that period

of time.


Tell me what to do!!!!

I will authorize a same day payment on your account so that way you will be able to receive your

confirmation number from the billing department, information that the technician will request

from you as soon as they arrive to your service address in order for them to scratch you off the

list. The same day payment is request on cash, why on cash? In order for the funds to get clear

on the account the same day.


Cash!!!!???? Where am I supose to get cash?

I understand sir/mam it’s not that I cannot take your payment over the phone it’s just that your

service will be interrupted until that payment get clear on your account, that is the reason why I

will authorize the same day payment on your account.


What it’s a same day pay!!??

It’s a payment that will take up to 15 minutes to clear on your account, that is the reason why is

required in cash.



How can I make the same day payment???

You will have to go in person to one of our authorize location to process the payment




The technician can’t take it????

By law the technician is not allow to take payment any longer.



Where I have to go????

The manager will have to authorize the payment and from there the system will provide them with the nearest location to you where you will have to go to make your payment to stop the disconnection. Would you like me to authorize the payment for you ma’am/sir?

Yes
Ok before I go ahead and authorize that payment for you ma’am/sir I have to remind you that this payment you need cash, is an express payment and the location that the manager will authorize won’t accept credit card, cashier check, check… CASH! … so, before I go and authorize that payment let me ask you a question so I could be able to help you with the technician and at least have them skip your location if necessary ….

Do you have the funds available in your hands or would you have to go to the bank first and then go to the location that the manager will approve for you?


I have to go to the bank!!!

Than this is what we going to do… please write down my information…. My name is ___ the customer service phone number is ______________ my ext. is______ …. If you have to go to the bank go to the bank the minute you come out the bank call me so I could go ahead and give you the location that the manager will approve for you… the reason why I’m letting you go is because I need to get in contact with the technician to make sure that they do not disconnect you service since it will take 15 minute for the manager to approve that payment and location for you… before I let you go ma’am/sir let me have you cell phone number and an email address that you could verify on that cellphone… once you call me back and the manager finish approving the payment the company will forward you an encrypted email with a bar code for you to make your express payment at the location approved…