Collections --

Words That Work

Received Suspend Notification the day before:

I am glad you contacted us about your past due balance before we interrupted your service. To avoid service interruption, the past due balance must be paid. I am happy to send you a payment link to make a payment or walk you through enrolling in Autopay.

Service Suspended for Non-Pay of Past Due Balance:

I am glad you reached out so I can help you make a payment for your past due balance and get your service restored. The past due balance required to restore your service is $XXX.XX. I am happy to send you a payment link to make a payment or walk you through enrolling in Autopay.

Reminder to agents: be sure to verify contact information prior to sending one-time link to customer, if needed.

FOR NON-ELIGIBLE CUSTOMERS (PAYMENT EXTENSION) Politely deny

"You need to pay the past due in order to avoid suspension or you need to pay the past due restore service. There's no more we can do for your account."

"Unfortunately, I cannot do a payment extension or prevent the suspension of your service. In order to prevent suspension of your service, we would need payment in the past due order to restore your service we would need payment in the past due."

*Customers who does not want to provide P.O.P-- *

"Without the payment investigation and proof of payment, I can't help you locate this payment."

"Well, your proof of payment is the only key that I can solve your problem now without this."