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If a customer is requesting to remove autopay, agents must follow the below guidelines
If a customer is requesting to remove autopay, agents must follow the below guidelines
First, make sure to ask all probing questions
First, make sure to ask all probing questions
What is the reason for this request?
Can it be solved with a due date change, switching of payment methods, or a payment arrangement?
Make sure to remind customer the benefit of autopay
Example: it’s the most convenient option to make sure payments are made on time, less likely to be charged late fees, and ensuring eligibility for 90 day/EPO.
Timeliness: With auto-pay, payments are made on time, reducing the risk of late fees, penalties, or service disruptions due to missed payments. This helps maintain good credit scores and ensures continuous access to services.
If the customer is still insistent, read script in its entirety and follow procedures to remove ACH/CC info if agreed to.
Script
Script
On a recorded line, you are revoking consent to draft payments through autopay. By doing this, you understand that autopay was agreed to when signing the lease agreement and will now assume full responsibility to make payments to us.
Please be advised that all payments need to be made on or before the due date. This can be done online or by calling us directly. Additionally you will need to delete your credit card information on your end by logging in through the portal. This will avoid autopay enrollment in the future.
(MAKE SURE CUSTOMER GIVES A VERBAL YES)
If the customer is still eligible for SAC:
Just so you are aware, If there are any late, missed, or returned payments, you understand this will void any eligibility for early payoff options. Do you understand?
PORTAL
Remove auto pay by choosing NONE and save.
Remove auto pay by choosing NONE and save.
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