Double Billing

 

CABLEVISION DOES NOT DISCONNECT ALL SERVICES

 

 

If less than 45-60 days call customer and give them PON/D/FOC and explain Final Bill/ 30-60 days, document this in REMEDY and close ticket.

Mark ticket Avoidable Escalation

 

- - - -

 

If more than 30 days:

 

explain Final Bill / 30-60 days/ give PON/D/FOC (Available thru OV Escalations or on ticket)
if still being billed after 45-60 days we will need more information

 

(Received from Referral Dept and many occasions: )


       Does it say Final Bill? 
       =====> Company billing and C/S number from bill
       =====> Date bill was issued.
       =====> Billing Cycle (Start Date & End Data) (ie Mar 3 – Apr 2)
       =====> Amount Customer is billed
       =====> Service/Numbers Billed (verify it is one we ported) , and the

       =====> Account. # (usually phone number w/number & letters after it)
       =====> What are they billing for:  Long Distance Bill?  Local Bill? Long Distance and Local Bill? DSL? International? 2nd line? Other Service?

 

 

** GET ABOVE INFORMATION AND PUT IN WORKLOG AND SEND TICKET TO OV ESCALATIONS **

 

 

***If they have a DSL, 2nd line to be disconnected, a 2nd carrier (ie for Long Distance)  or International, give PON/D/FOC and explain they have to disconnect these services themselves.  Verizon is aware they are supposed to disconnect DSL and should disconnect it anyway but give them PON/D/FOC to assist in closing these billing issues.

We mark tickets Avoidable that come up for these issues.

 

***If VONAGE or other VOIP provider - explain that these providers are not governed by FCC regulations and they demand that their customers disconnect service directly.  They do not accept out disconnect process.  Give them PON/FOC and tell them to call Vonage/other VOIP directly ASAP.

 

All Vonage or VOIP carriers sent up are Avoidable – Cablevision does not disconnect VOIP carriers – they do not allow it.  Customer must disconnect VONAGE and other VOIP carriers them selves.

 

If customer is adamant that we said we would disconnect all services, ask when customer was told that we would disconnect all services.  If it was at time of sale, email Sales Support with customer information (copy of top of TRIO including LEC (carrier) and ask to have Sales Call pulled so credit issue may be investigated.