Delinquent Accounts

Delinquent Accounts

Timeline

Accounts go delinquent on the 13th of the month. On the 14th, the following process starts:

1. Daily phone calls (in between normal calls). Leave call logs — everything must be documented. This helps if we take them to collections.
2. After the 1st of the following month, if the customer has not made a partial payment or communicated with us, the account gets set for repo. Pickup fee is billed to the customer along with the ETF (if applicable).
3. After gear is repoed, the customer has 2 weeks to become current or the account gets turned over to collections.

Payment Arrangements

If the customer needs payment arrangements, you can divide the past due amount into 2 months. Example: customer has $100 balance, can pay $40 today and the rest over 2 months.

Get Tim's approval for payment arrangements. This should NOT be offered proactively — frame it as something you can "check into."

Any special payment arrangements need Tim's approval.

Outbound Call Script

"Hello [CUSTOMER], this is [EMPLOYEE] from Bertram Internet, how are you doing today? The reason I'm calling is that your account has a balance due and you typically pay by now — is there something I can help you with in getting this paid?"

Email Template (if phone numbers aren't working)

Dear Customer,

Our records show that there is a balance past due on your account with Bertram Internet. We would like to work with you on getting this situation resolved. Please call us to make arrangements at 920-351-1023.

Please be advised that any balance due may go to our collections company if payment is not received or arrangements made within the next 10 business days.

Sincerely, Bertram Internet 300 Industrial Dr, Random Lake, WI 53075