Notes

info available in the bill
-amount of last bill
-bill date
-when the payment is due
-call charges (uk, non geographica; and international)
-sms and media messages (text and picture msgs)
-usage summary (how and when most use the phone)
-inclusive allowances (what they have used/have left)
-previous bill details (any bill since the account was opened)
-obtain printed copies


ways to view their bill
-my o2 app
-o2 ecare poral
-paper bill
-e-bill

bill formats:
1. paper bill: (gbp 2 for summary bill and gbp 2.50 for itemized)
2. e-bill
3. large print paper bill (pale blue, yellow, pink)
4. braile
5. audio bill

billing date:
1. bill date
-refresh date and bill generation date
-starts when account is opened
2. payment
-due date; 14 days post bill date

-we charge a month in advance from first billing date
-bill date stays the same every month
-payments taken on working days
-if due date falls on weekends/holidays -next working day


prorata
-simply means a proportion of something
-suppose a company offers 22 days of holiday a year, and u start halfway through the year, you would only get half the holiday allowance. this is prorata


reason for prorata
-change bill cycle/due date
-upgrade/change tariff
-bill cycle 29,30,31
-new connection
-finalbill

non payment
-late payment
-class 9 bar
-bothway bar

if payment is not received by your payment due date, there will be 6 pounds charge to cover our admin costs. this will be added to your next bill

day 0- bill produced
day 15- voicemail or sms reminder requesting payment
day 23-class 9 bar
day 29- outgoing call bar
day 39-both way call bar
day 47- disconnection
day 82-account sent to DCA

COLLECTION JOURNEY
day 0-bill date/bill generation
day 14-due date
day 15-overdue: send voicemail/sms to notify of the balance
day 23-class 9 bar: if cx calls out: routed to ivr asking for payment
if payment made:unbarred 24 hrs
day 29: outgoing call bar: lpf: late payment fee added to next bill
day 39-bothway barring
day 47- disconnect account/cancel contract (fcc: full contarct charge)
day 82: forward to dca

debt collection agency
1. moorcroft
2.lowell

payment methods:
1. direct debit - recommended
2/ credit/debit card - cc can be used fr continious payments
3. bank transfer - 5 working days sla
4. bank payment - "
5. cheque - up to 7 days: write mpn at the back
6. autopayment (ivr) -up to 2 hrs: ad hoc credit card payment

-02 refresh customers cannot change payment from DD to continious payment as part of t&cs
-o2 shops cannot take payments
-cx calling to make a payment-trasnfer to ivr (except exemptions)
-take device plans payment first for custom plans