Billing & Promotional Adjustments
Billing & Promotional Adjustments
Student Promotional Pricing
| Plan | Standard | Student Price | Savings | Period |
|---|---|---|---|---|
| Essential | $45 | $30 | $15/month | 12 months renewable |
| Unlimited | $80 | $50 | $30/month | 12 months renewable |
Common Billing Inquiries
Bill Discrepancy Investigation
- Review current and previous bills in CRM
- Verify promotional discount is applied correctly
- Check for pro-rata charges, overages, or add-ons
- Explain charges line-by-line to customer
Promotional Discount Issues
| Issue | Cause | Resolution |
|---|---|---|
| Standard rate from activation | Verification not processed | Submit verification, backdate discount, issue credit |
| Discount stopped mid-contract | Verification expired | Resubmit verification, reapply going forward |
| Discount removed after plan change | Changed to non-student plan | Explain impact, offer to switch back if eligible |
Processing Adjustments
Adjustment Authorization Levels
| Amount | Type | Authorization |
|---|---|---|
| $0-50 | Credit/Debit | Frontline Agent |
| $51-200 | Credit | Team Leader |
| $51-200 | Debit | Collections Team |
| $201+ | Any | Manager Approval |
Adjustment Steps
- Verify adjustment is warranted
- Calculate precise amount
- Obtain required authorization
- Process in system with clear description
- Notify customer via email
- Document in case notes
Student Verification Management
Annual Re-Verification Timeline
- 60 days before expiry: First email reminder
- 30 days before expiry: Second reminder + SMS
- 7 days before expiry: Final warning
- Expiry date: Pricing reverts to standard
- 30-day grace period: Can backdate if verified within this window
Verification Process
- Customer submits student ID, enrollment letter, or .edu email
- Agent reviews and approves in system (24-48 hours)
- System extends promotional period 12 months
- Customer receives confirmation with new expiry date
- If in grace period, credit issued for standard-rate charges
Data Overage Handling
| Plan | Included Data | Overage Rate | Cap |
|---|---|---|---|
| Essential | 20GB | $10/GB | $100 max |
| Plus | 50GB | $10/GB | $100 max |
| Unlimited | Unlimited | N/A | N/A |
Dispute Resolution: Review usage details, identify source (streaming, tethering, roaming), explain $100 cap, suggest plan upgrade or data bolt-on. Consider 50% goodwill credit for first-time overage.
Payment Plan Options
Short-Term Extension
- 7-14 day payment extension
- Available twice per year
- Late fee may be waived
Payment Plan
- Split $100-500 balance over 2-3 installments
- Must maintain current payments while paying arrears
- $10 setup fee
Financial Hardship
- Customized arrangement up to 6 months
- May include plan downgrade or payment reduction
- Requires documentation of hardship
Non-Payment Consequences
| Days Overdue | Action | Service Impact | Fees |
|---|---|---|---|
| 1-7 | Reminder email/SMS | None | None |
| 8-14 | Payment reminder call | None | $10 late fee |
| 15-21 | Final notice | Warning | $15 collection fee |
| 22+ | Service suspended | Outgoing blocked | $30 reconnection |