Notes

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2. Debt collection agency
3. If a customer doesn't pay their bill, the account falls into Collections. Collections will contact them in a number of ways to remind them that their bill is overdue and aim to collect payment. If the customer still doesn't pay TalkTalk, we'll pass the account to a debt collections agency (DCA) who'll chase for payment on our behalf.
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7. Collections1, Debt1, Debt2, and Debt3
8. Customer is at the barring stage in the Collections path as they have an outstanding balance on their account. They also have outgoing Bar and broadband bar.
9. Customer exceeds usage limit. also, cx will have Outgoing Call Bar
10. Customer exceeds usage limit. also, cx will be have 3 bars which is Outgoing bar, Broadband Bar and Total TV Bar.
11. Customer exceeds usage limit. cx will going to have the total bar wherein customer cannot make or receive calls, cannot use Broadband or access TV at all
12. General, Send Correspondence, Talksafe, and verify caller
13. collection summary, collection history, payment arrangement.
14. Collections>payment arrangement>Case ID>View status
15. Debt Collection Agencies (DCAs)
16. > A Promise to pay (PTP) is intended to give the customer a bit more time to pay their bill that month.
> The requested date can be up to 30 days after the original due date on the bill.
> Once their ‘promise’ date has been confirmed we will pause any Collections activity until that date has passed.
> Customers who have not yet received their bill can still request a Promise to pay.
> If the customer pays by their ‘promise’ date their service carries on as normal. If they don’t pay by their ‘promise’ date Collections activity will resume and they may be barred.
> If the customer has a recurring payment method, it will be paused for the duration of the PTP.
17. > A Payment plan (PP) is intended to allow the customer to pay their outstanding debt in instalments.
> It is usually available for up to 6 months and instalments can be made weekly, fortnightly, monthly or every 4 weeks.
> It must have a start date within 30 days of the date the PP is set up.
> Once their PP has been confirmed we will pause any Collections activity until that date has passed.
> The customer will receive a letter confirming the PP details and payment dates and will receive an SMS reminder before each payment date.
> If the customer pays their instalment amounts by the agreed dates their service carries on as normal. If they don’t pay by their agreed instalment dates Collections activity will resume and they may be barred.
> If the customer has a recurring payment method e.g. (Direct Debit), it will be paused for the duration of the PP.
> No details of the PP will be shown on the bill.
18. Purposeful cancelation of a subscription
19. We will sometimes get calls from people informing us that they have received a bill for a TalkTalk service at their address of someone that does not live there anymore.
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