!!!!!

PAYMENT METHOD                              Payment transit                           Considered Missing

CREDIT DEBIT                                       = 2 days                                              = 5 days

CREDIT CARD PAYMENT                      =9-24hours                                         = 3 days 

ONLINE PAYMENT (PAYPOINT)           =24-48 hours                                      = 3 days 

BANKING APP                                        =4-48 hours                                        = 3 days 

CHEQUE BY MAIL                                  =15 days                                            = 20 days 

DISCONNECTION

When do you log a disconnection?

Remember you can take up to between 30 (60) days' notice when a customer requests to cancel. 

(was not discussed) one-touch switch= they can go directly to the competing company where they will sign up, then the process will be company to company(?)

*Raise one touch switch form

1 month is different to 30 days 

care form first step of termination 

CHURN- processed less than 30 days disconnection

if it is residential business move

common cause of call-out

failure to check the CJM tab to verify the following: if there was an OTS raised - status of OTS  failure to utilize the IC and KH to know appropriate actions for each OTS scenario/status  failure to calculate check disconnection date failure to follow RTC guideline and exceptions  failure to get approval from the team manager....

DO's

-Always check CJM status

-Look for the AP (losing provider)

-Refer to KH / IC- what is the One Turn Switch Status in CJM 

BILLING CODES

AA- change of personal circumstances

=cannot afford/ Redundancy 

=Children/ partner moved out

=Extended absence 

AB- price

=too expensive

=Competitor better value for money 

AC- Product Features 

=dislikes features

=lack of features e.g. channel line-up, On-demand services

= to many repeats 

AO- Services

= Billing 

= Misleading/ Rude agents 

= Call-backs not made 

AF- Right to cancel (existing customers/ recontract)- no disconnection fee

=standard customer right to cancel - not to be confused with MBG

 = RTC- 14 days right to cancel= disc 30 days' notice prior to disconnection

AJ- Faults

=any faults including performance of services 

AS= Never Installed

=disconnection is within 24 hours 

will be used when an account has gone live, but the services have never been installed. 

AX -14-day Guarantee (new customers that just have their services installed)- no disconnection fee

=Cancellation of service within 14 days of install (either 7 days or 24 hours)

=MONEY BACK GUARANTEE 

new customer 14 days money back guarantee 

7 days' notice 

BILLING IV

Late payment fee

-a charge imposed where a customer fails to pay a bill by its due date. 

we cannot charge late payment fee on cancelled accounts 

ONE-TIME CHARGES

OTC in virgin media refers to non-recurring that is added to a customer's bill for specific services or actions. These charges are not part of the regular monthly subscription and typically arise from setup, charges, or penalties related to the account.

Other charges on first Virgin Media bill

£5.00

£30.00

£35.00

£1.75

Unexpected charges on monthly bill

£1.75

£7.50

£10.00

£

Equipment returns charge 

Reconnection Fee

These listed charges separately on the costumer's bill under "One-off charges & credit" and are typically applied only once unless the same service is requested again VM provides details of these fees during sign-up and service charges to ensure transparency.

COMPLIANT

-A statement that a situation is unsatisfactory or unacceptable.

This could be due to things such as:

Billing Issue

Faults

Misinformation 

Mistakes on the account

Mis-sold  

Customer Service

When to log a complaint 

Every instance of dissatisfaction - this should be logged and resolved during that initial call where possible. If you are unable to resolve the dissatisfaction within 24 hours, it will be assigned to a Team manager, and it must be resolved within 48 hours. Further actions are required to reach a resolution because the customer isn't satisfied that the complaint is resolved until the action/outcome is completed first. The customer requests a complaint to be raised or refers to OFCOM, ADR, Deadlock, DSAR, ICO, and others.  The dissatisfaction relates to FCA regulated product The dissatisfaction relates to an install/construction compliant or issue.    Expressions of dissatisfaction directly relating to a business wide annual price rise. The dissatisfaction is regarding the difference between new and existing customer pricing. The dissatisfaction is related to bill or package price shock.  

CJM = non-customer 

 click create  complaint or agent feedback I will file a complaint for you (1) how would you like to receive the complaint? (through e-mail/call/mail) (2) after next and save  drop down (category/primary reason) Log; primary reason of the customer > your complaint is about (3)

*Input the case detail and required resolution for your customer. 

*Continue where you stopped 

*Are you happy to close your complaint 

/ a) close

X b) 24-48 hours

CANCELLING A PORT ORDER (SS)

removal of landline service - if the client wants to remove their landline from one place to another

SIMO DISCOUNTS COMPLIANCE

confirm if they have an active o2 sim

confirm what tariff

activation fee 

HomeWorks £9.99 service for faults.

Containment Team 

to support customers in finding resolutions 

to help, take supervisory call  

*In addressing customer complaints, it is important that we all understand the customer ownership process. 

DSAR= only send IF the customer's request for a copy

Wasted Trucks 

HQ FORM 

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

CJM (complaint) -CJM SCREEN

direct complaint -I'm going to OFCOM -I want to talk to your manager -I had call you multiple times -I never got a supervisor call me

AGENT RESPONSE: -I'll raise a complaint for you, -how would you like to receive an update regarding this complaint? is it via email or call? (THEN: get his updated email or mobile number) -Your complaint is about the e.g "price rise" -continue the conversation after you raise and talked about the complaint

REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

ARE YOU HAPPY TO CLOSE THE COMPLAINT? close -when the client is satisfied or happy -close it on your own -send a resolution then; -close case -escalate to another manager costumer is not satisfied or unhappy -advice to the client to be active or open 24-48 hours

Offer=declined=OHT=Declined=Repackage<Accept-mandatories: price rice, terms and conditions, Receival, Happy to switch, Mandatories. <declined-30-60 days cancellation] OTS- one touch switch. 

old process *you current provider (dsiconnection) new provider (new)

New process OTS 

the customer will reach the new provider for new contract, then the new provider will be the on contacting the current provider for disconnection.

Check CJM of the customer who changed/switched their provider 

LP- 096666666-switch date-provider-status 

                                   |               |           |

                    Install date          sky       completed

Completed 

VM = disconnected - WO (Disconnection is completed)

New provider- installed

*Sky (install) will contact "The hub", then the third-party company will contact VM- the back office will be the one who'll process the disconnection.

Scenario 1

Switch complete but the WO is missing= account active 

*What to do? -raise to the customer that you are going to book a disconnection within 24 hours (you'll need to give note to you coach), the disconnection will take effect the next day.

-credit will be given in 4-5 days. 

Scenario 2 

switch complete but pending disconnect

-second visit (SV) WO and change the date for a 24-hour disconnection.

Backdate any credit back to the date in which the services should have been disconnected. 

Log the call as "One touch switch disconnection"

Scenario 3

Switch Cancelled with pending disconnection 

*Team Manager action: please raise the below ticket for this account- CMS Web > Customer Service > ICOMS > WO- Existing customer 

Scenario 4

Switch status unknown with No open work order 

tell the customer to call the new provider then book a 30-day notice 

OTS= the 10th of September... 

If the customer wants to disconnect less than 30 days- the customer needs to do an OTS

Scenario 5

Customer wants to stay with VM- One touch switch CJM does not show switched cancelled with pending disconnection 

• No action needs to be taken; Customer must contact the new provider to advise them to cancel switch. Once CJM shows SWITCHED CANCELLED the DI WO will auto cancel.

Scenario 6

Scenario 7