Past Due Balance SOP (Detailed)

Past Due Balance SOP (Detailed)

Delinquency

If a customer does not pay their monthly bill by the 13th, their account is automatically put into delinquency status by Powercode, and their connection is suspended on the next business day.

Once delinquent, the customer is still responsible for the current month's bill but will no longer be regularly charged for service.

Reconnection Fees

The customer may be charged an additional $25 ($20 reconnect fee + $5 late fee) along with their monthly bill to reinstate service.

If they do not want to reinstate — or if we cannot reach them and they are under contract — they will be charged:

• $350 Early Termination Fee
• $50 equipment recovery fee (if applicable)
• Outstanding monthly bill

Past Due Balance Process

This process begins on the 6th (or next business day) of every month and repeats monthly.

Automatic — Robocalls

Send robocalls once before the delinquency date (6th) and once after (14th):

1. Create delinquent report from Powercode: Reports → search "Delinquents" → "Robocall – Currently Delinquent"
2. Export as CSV
3. Ensure phone staff are aware of possible incoming call volume
4. Follow the Robocall Process (Callfire.com) article

Manual — Outbound Calls

Done once before (10th) and once after the delinquency date (18th), after robocalls have been sent.

1. Open Powercode → Delinquent Customers list:
   • Dashboard: System Totals → Delinquent Customers
   • Or: Accounts → Customer Lists → Delinquent Customers
2. Open customer account — info under Account Profile (Overview tab), balance under Billing Information (Billing tab)
3. Contact in this order:

Call at primary phone:

Customer answers: "Hi there! My name is __ with [brand]. I'm calling in regard to the account for __ in order to settle an outstanding balance of __. Would you be available to make a payment today?"

• If they can pay: collect payment
• If they can't: reschedule a date to check in

No answer / voicemail: "Hi there! My name is __ with [brand]. I'm calling in regard to the account for __ in order to settle an outstanding balance of __. Since I'm unable to reach you, I will be sending you an email. Please reach out at [brand phone] or reply to the email."

Send email via Powercode ticket:

• Navigate to Tickets tab
• Create ticket if one doesn't exist:
  • No Template
  • Customer Viewable: checked
  • Summary: Outstanding Balance
  • Group: billing
  • Category: Past Due Balance
  • Follow Up: one week from today

1-week follow-up (final notice): "Hi there! My name is __ with [brand]. I'm calling about your outstanding balance. This will be your final notice. If we don't hear from you by the start of next month, we will move forward with recollecting equipment and sending the account to collections."

Closing the Account and Collecting Equipment

If all of the above has been followed and the next month arrives with no communication:

• Close the account
• Schedule equipment recovery
• Collections formula: Bill owed + $350 (cost of equipment) + any additional applicable fees

Cancellation Policy — Brand-Specific Rules

Equipment Return Requirements

• DCB & Bertram: Account cannot be closed until equipment is returned or recovery fee is paid. They continue to be charged for service until equipment is received.
• Optic Loop & XL Broadband: No recovery fees charged (no location for them to return equipment). As long as they reach out before end of month during business hours, we can close on next billing day.
• PMP100 or elevated ePMP radios: We do NOT need these returned.

Return Addresses

• Random Lake: 300 Industrial Dr, Random Lake, WI 53075
• Baileys Harbor: 2590 Triax Pkwy, Baileys Harbor, WI 54202 (drop-off only — we cannot receive mail here)
• When shipping: include account name, number, and physical address. Send us the tracking number.

Moving Customers — Account Takeover

We can hold off on recovery if someone is moving in and may want service. However, if the new resident doesn't reach out, the original customer is still responsible for returning equipment.