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=====BILLING INCREASE 3$ PAPER STATEMENT FEE====

THANKYOU FOR CALLING ZIPLY FIBER, THIS IS KYLE SPEAKING, WHO DO I HAVE A PLEASURE OF ASSISSTING WITH TODAY?

HI "CUSTOMER" HOWS YOUR DAY GOING?

WELL, IM DOING GREAT THANKYOU FOR ASKING

ANYWAY HOW CAN I HELP YOU "CUSTOMER"?

NO WORRIES, I CAN DEFINITELY ASSURE THAT ILL BE ANY OF HELP FOR YOU,"CUSTOMER" SPECIALLY WITH REGARDS TO THIS 3$ INCREASE IN YOUR ACCOUNT. AGAIN MY NAME IS KYLE, LET S WORK THIS OUT TOGETHER ALRIGHT?

ILL JUST BE NEEDING TO ASK YOU COUPLE OF QUESTIONS IN HERE, TO FULLY PULL UP YOUR ACCOUNT AND SEE WHAT SEEMS TO BE THE ROOT OF THIS INCREASE WOULD THAT BE OKAY "CUSTOMER"??

AWESOME! , LETS JUST START OFF WITH YOUR BILLING TELEPHONE NUMBER

AWESOME, ILL JUST BE GOING TO PULL THIS UP HERE......

ANYHOW, WHILE DOING THIS, I ACTUALLY DO NOTICED THAT YOUVE BEEN WITH ZIPLY SINCE 2015, I JUST WANNA CONGRATULATE YOU FOR BEING WITH US OVER THE YEARS, AND THANKS "CUSTOMER" FOR STAYING WITH US AS WELL

ANYTHING GREAT PERSONAL EXPERIENCE WITH ZIPLY YOU WANNA SHARE ABOUT? CUZ I WOULD REALLY LOVE TO HEAR SO

I ACTUALLY POINT OUT THE MAIN REASON OF THIS SUDDEN INCREASE IN YOUR BILL, ITS ACTUALLY BECAUSE OF THE PAPER STATEMENT YOU ARE RECEIVING, WHICH BASICALLY DO HAVE A PAPER STATEMENT FEE OF 3$ / MONTH THATS FOR THE COST OF THE PRODUCTION OF YOUR STATEMENT

THATS WHY WE RECOMMEND OUR CUSTOMER TO MIGRATE TO PAPERLESS BILLING, AND ITS ACTUALLY 100% FREE, IN THIS OPTION, YOUD ACTUALLY HAVE YOUR STATEMENT RECEIVE TO THE EMAIL ASSOSSIATED WITH THE ACCOUNT, YOU JUST HAVE TO LOGIN TO YOUR ZIPLY ACCOUNT AND SELECT PAPERLESS BILLING OPTION, BUT I CAN ACTUALLY DO IT FOR YOU,

IM PRETTY MUCH DONE APPLYING CHANGES HERE,

SO YOULL BE RECEIVING YOUR STATEMENT SENT TO THE EMAIL ASSOCIATED WITH THE ACCOUNT

I JUST WANT TO MAKE SURE THAT YOULL BE RECIEVING YOUR STATEMENT FOR THE NEXT MONTHS, SO IF YOU DONT MIND CAN YOU PLEASE VERIFY ME YOUR ACTIVE EMAIL ADDRESS?

GREAT! SO

OKAY SO IM JUST GOING TO PROCESS IT HERE IN MY END ....

DONE, SO IM ABLE TO PROCESS THE ISSUE HERE, AND I ACTUALLY UPDATE THE PROCESS OF RECEIVENG YOUR STATEMENT BY SWITCHING IT TO PAPERLESS BILLING, AND UPDATE YOUR ACTIVE EMAIL AS WELL, WOULD THERE ANYHTING ELSE I CAN HELP YOU WITH?

AWESOME, AGAIN, YOUR SPEAKING WITH KYLE, HAVE A GREAT DAY, BYE FOR NOW!!

OPTION IF IRATE---- SINCE I ALREADY CHECKED THE PAYMENT HISTORY OF THE ACCOUNT

AND WE CAN ACTUALLY DO SOMETHING ABOUT THIS, 3$, SINCE YOU HAVE AN GOOD PAYMENT HISTORY, WITH ZIPLY, I CAN DEFINITELY ADJUST THIS EXTRA CHARGE OF 3$ TO YOUR NEXT BILLING STATEMENT

WOULD THAT SOUNDS GOOD FOR YOU?

OKAY SO IM JUST GOING TO PROCESS IT HERE IN MY END ....

DONE, SO IM ABLE TO PROCESS THE ADJUSTMENTS ON YOUR ACCOUNT, AND THE EXTRA 3$ WILL AUTOMATICALLY SUM UP TO YOUR NEXT BILLING STATEMENT,

IS THERE ANYTHING ELSE I CAN HELP YOU WITH " NAME"?

AWESOME SO THANKYOU FOR ALLOWING ME TO ASSISTS YOU REGARDING WITH THIS EXTRA 3$ DOLLARS IN YOUR BILL, AGAIN MY NAME IS KYLE. BYE FOR NOW, YOU MAY HAVE A GREAT DAY!

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========CANCELLATION DUE TO DEATH: ===========

THANKYOU FOR CALLING ZIPLY FIBER, THIS IS KYLE SPEAKING, WHO DO I HAVE A PLEASURE OF ASSISSTING WITH TODAy?

HI "CUSTOMER" HOWS YOUR DAY GOING?

MY CONDELENCES " CUSTOMER", I CAN DEFINITELY HELP YOU OUT WITH THIS, SPECIALLY WITH REGARDS TO CANCELLATION OF THE SERVICE BUT NO WORRIES SINCE YOU HAVE ME ON THE LINE YOU HAVE ANYTHINGELSE TO WORRY ABOUT, AGAIN THIS IS KYLE

I LL BE JUST NEEDING TO ASK YOU COUPLE OF QUESTIONS, WOULD THAT BE ALRIGHT?

OKAY, SO LETS JUST START OFF WITH THE BILLING TELEPHONE NUMBER OF THE SERVICE?

CAN YOU VALIDATE THE SERVICE ADDRESS OF THE ACCOUNT?

ALRIGHT SO, WHEN DO YOU WANNA DISCONNECT YOUR SERVICE WITH ZIPLY, CUZ I D ACTUALLY RECOMMEND YOU DISCONNECT WITH US, BY THE END OF YOUR BILLING CYCLE TO AVOID PRORATED CHARGES, AND ALSO TO ZERO OUT THE BALANCE OF THE ACOUNT BEFORE DISCCONECTION

ALRIGHT, SO IM JUST GOING TO CHECK IF THERES ANY RETURNABLE ZIPLY EQUIPMENT THAT MAY NEED TO RETURN, AND BASED ON WHAT I CAN SEE HERE, YOU DONT HAVE ANY EQUIPMENT THAT NEEDS TO BE RETURNED

ALRIGHT SO IM JUST GOING TO DISCONNECT YOUR SERVICE NOW, BUT BEFOREHAND, I JUST WANNA ADVISE YOU THAT YOU HAVE TO ZERO OUT THE BALANCE IN THE ACCOUNT AFTER YOUR FINAL BILL WHICH YOU WILL RECEIVE BY THE END OF YOUR BILLING CYCLE

THANK YOU FOR ALLOWING ME ASSISST YOU WITH REGARDS TO CANCELLING THE SERVICE, ANYHOW IS THERE ANYTHINGELSE I CAN HELP YOU WITH?

AGAIN, THIS IS KYLE SPEAKING, YOU HAVE A GREAT DAY "CUSTOMER"

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=======BILLING INCREASE 20$ (Promo Roll Off )==============

SURE DO, ILL DEFINITELY HELP YOU OUT, "CUSTOMER" THIS ISNT THE BEST EXPERIENCE WE WOULD LIKE YOU TO HAVE, NOW WORRIES SINCE YOU HAVE ME ON THE LINE YOU DONT HAVE ANYTHINGELSE TO WORRY ABOUT, AGAIN MY NAME IS KYLE,

ILL JUST BE NEEDING TO ASK YOU COUPLE OF QUESTIONS FOR ME TO SEE WHAT COULD BE THE REASON OF THIS SUDDEN INCREASE

ALRIGHT, LETS JUST START OF WITH YOUR BILLING TELEPHONE NUMBER?

AWESOME! IM JUST GOING TO PULL UP YOUR ACCOUNT HEREE..

OKAY SO THE MAIN REASON YOU ARE HAVING THIS SUDDEN INCREASE IS BECAUSE OF THE PROMO ROLL OFF YOU ARE HAVING,

IF YOU WOULD REMEMBER YOU SIGN UP WITH ZIPLY HAVING A PROMOTIONAL PACKAGE, OF THE ONE TIME PRICING, WITH ZIPLY AND THE TIME SPAN OF THAT PROMO IS 12 MONTHS, IF YOU SUM IT ALL UP THIS IS YOUR 13TH MONTH, WHICH BASICALLY MEANS THAT THE PROMO YOU ARE HAVING, WILL BE ROLLED OF TO ITS ORIGINAL PRICE .,..............................YES THAT CORRECT,

1------WE CAN ACTUALLY DO SOMETHING ABOUT THIS, WE COULD DOWNGRADE YOUR SERVICE TO LOWER THE BALANCE ON THE ACCOUNT,

ALRIGHT SO CAN YOU SHARE ME HOW YOU USUALLY UTILIZE YOUR INTERNET? SO I COULD FIND A PERFECT PACKAGE FOR YOU --- HOW ABOUT YOUR PHONE SERVICE

------ ALRIGHT SO I ACTUALLY FIND A PROMO PACKAGE FOR FOR YOU TO TAKE ADVANTGEYES THAT CORRECT,

2------ALRIGHT SO

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============MOVING W/ SERVICABLE, ================

WOW, THATS ACTUALLY SOUNDS EXCITING, "CUSTOMER" BUT IM SO SORRY TO HEAR YOU DISCONNECT WITH US, BUT NOW WORRIES SINCE YOU HAVE ME ON THE LINE YOU DONT HAVE ANYTHINGELSE TO WORRY ABOUT, AGAIN MY NAME IS KYLE,

IL JUST BE NEEDING TO ASK COUPLE OF QUESTIONS FOR ME TO PULL UP YOUR ACCOUNT WOULD THAT BE OKAY?

ALRIGHT SO LETS JUST START OFF WITH YOUR BILLING TELEPHONE NUMBER?

OKAY IM JUST GOING TO PULL IT UP HERE....

ANYWAY, SORRY TO EVEN BOTHER ASK THIS BUT, ARE YOU MOVING FOR GOOD? OR JUST A TEMPORARY?

GIVEN THE FACT THAT YOU ARE JUST MOVING TEMPORARLY , DO YOU STILL WANNA USE ZIPLY AS YOUR PROVIDER? CUZ I CAN ACTUALLY CHECK MY RESOURCES HERE IF YOUR NEW ADDRESSS IS SERVICEABLE WITH ZIPLY

OCAKES SO CAN I ASK FOR YOUR NEW ADDRESS?

GREAT SO IM ABLE TO CHECK IF THE ADDRESS IS SERVICEABLE, AAND I CAN GLADLY TELL YOU THAT YOUR NEW ADDRESS IS ACTUALLY SERVICEABLE WITH ZIPLY!!!

ARE YOU INTERESTED IN REINSTALLING YOUR SERVICE WITH THIS NEW ADDRESS?

ALRIGHT, IM JUST GOING TO PROCESS THIS ORDER HERE IN MY END, JUST ONE MOMENT,

ALRIGHT SO DO YOU HAVE A SPECIFIC DATE IN MIND WHEN YOU MIGHT WANNA REINSTALL THIS SERVICE WITH THIS NEW ADDRESS?

ALRIGHT GO IT,

IM ACTUALLY DONE CREATING A TROUBLE TICKET FOR OUR TECHNICIAN TO REINSTALL YOU SERVICE WITH THIS NEW BILLING ADRRESS DO YOU HAVE ANY PEN AND PAPER HANDY? SO I COULD GIVE YOU THE REFERENCE NUMBER?

(For DISPATCH only) Out of an abundance of caution and in order to protect you and our technicians,

we would like to ask if anyone in your home/workplace has COVID-19 symptoms? , is anyone self-isolating or is being

quarantined? is there anything in your premises that our technician should be aware of?

(For DISPATCH only) (Customer’s name), I just want to advise you, that there will be possible billing

charges associated with the field dispatch, if ever that the issue is within your inside wiring or third

party equipment. But if it’s something to do with Ziply Equipment, then the service is 100% free and the Repair Technician will discuss this prior to performing any work. -

------------------ lets just put it this way, if there is any inside in your premises that our technician needs to fix., charges would definitely apply

OKAY SO IM ABLE TO PROCESS AN TROUBLE TICKET TO DISPATCH A TECHNICIAN TO YOUR NEW ADDRESS TO REINSTALL YOUR SERVICE RIGHT AWAY, WOULD THERE BE ANYTHINGELSE, I CAN HELP YOU WITH???

GREAT! AGAIN, YOUR SPEAKING WITH KYLE, HAVE A GREAT DAY!!!

=================================

=======MOVING TO COMPETITOR// NON SERVICEABL====

I'M SORRY TO HEAR YOU DISCONNECT WITH US, NO WORRIES ILL BE DEFINITELY BE ANY OF HELP FOR YOU, SPEACIALLY WITH REGARDS TO CANCELLING YOUR SERVICE AGAIN MY NAME IS KYLE,

ILL JUST BE NEEDING TO ASK COUPLE OF QUESTIONS TO FULLY PULL UP YOUR ACCOUNT.. WOUKD THAT BE ALRIGHT?

GREAT LETS JUST START OFF WITH YOUR BILLING TELEPHONE NUMBER

AWESOME SO ILL JUST PULL IT UP HERE.....

PROBING Q~~~~~

SINCE YOU MENTIONED YOUR MOVING TO A DIFFERENT PROVIDER, IF I MAY ASK, WHAT IS THE ACTUAL PLAN YOU ARE PLANNING TO GET WITH THAT PROVIDER?

CUZ I COULD ACTUALLY DO SOMETHING HERE, I DONT WANNA LOOSE YOU AS OUR VALUED CUSTOMER,

#1 RESO: ALRIGHT I JUST WANT TO ASK YOU STRAIGHT UP HERE, DO YOU WANT TO LOWER YOUR BILL?

HERES THE THING, WE COULD ACTUALLY ADJUST YOUR SERVICE AS HOW YOU UTILIZE YOUR INTERNET AND PHONE,

WE CAN BASICALLY DOWNGRADE YOUR SERVICE, BASED ON HOW YOU USUALLY USE IT, SO WE COULD MAXIMIZED THE FULL SPEED AND EFFIECIENTCY OF YOUR SERVICE

AND SO YOU COULD SAVE THE TIME OF

HOW OFTEN DO YOU ACTUALLY USE YOUR INTERNEY? HB YOUR PHONE?\

ALRIGHT SO IM JUST GOING TO CHECK SOME PERFECT PACKAGE HERE FOR YAH

#2 RESO: BASED ON WHAT I CAN SEE ON YOUR ACCOUNT, I COULD ACTUALLY SEE, THAT YOU ARE PERFECTLY FIT FOR OUR DISCOUNT PROGRAM

ITS ACTUALLY CALLED LIFELINE PROGRAM, THIS IS A GOVERNMENT ASSISTANCE PROGRAM, TO ENCOURAGE ZIPLY CUSTOMERS TO MAINTAIN THEIR SERVICE. LIFELINE IS A PLAN THAT ASSISTS QUALIFIED LOW INCOME CUSTOMERS BY PROVIDING A MONTHLY DISCOUNT ON BILL,