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Interim Process for customers who needs to change personal information
Effective Immediately:
Tier 1 –If a customer contacts us and indicates that they need to change/correct the following personal information on their account:
Social Security Number
Date of Birth
Name
Address - Moving to another state
Please transfer that customer to the Supervisor queue for further assistance. (No longer request that the customer send in proof of change to lldocs.)
Tier 2 :
Explain the process to the customer. You will have to VR their benefit(s) and provide them with 30 days of free service to give them time to reapply and be approved – using the script already provided to Tier 2/Supervisors. Aso, during the interaction – important to be sure to tell the customer they may reapply after 2 business days.
Open a Escalation while customer is on the phone - including what information needs to be corrected/changed. And specifically, also state in the escalation that the Customer has been informed that ALL benefit(s) with StandUp will be cancelled (Vrd) and they will be given 30 days of free service to give them time to reapply.
Tier 3:
Tier 3 will review this escalation category queue and submit the VR + request for an additional 30 days of free service to Cat Support.
Once completed, Tier 3 will close the escalation.
Date of the new update 11/16/2022
Important "Customer Change of Info Request/Changes" Escalation Process Update
If a customer contacts Customer Care and indicates that:
Their name has legally changed from what is listed in Catalyst
Their name in Catalyst is incorrect
Their social security number in Catalyst is incorrect
Their date of birth in Catalyst is incorrect.
Tier 1:
Step 1: Look for the customer’s ID information in CGM to see if we have the documents already with the correct information that the customer is asking to correct. (perhaps the information was mis-typed in error).
If we already have the document n CGM with the correct information – then a “Customer Info Request/Changes” escalation should be submitted indicating what is not correct – as well as indicating that the correct information is already in CGM. If this is the case, we do NOT have to ask the customer to send any “proof” of change to lldocs@standupwireless.com.
Step 2: If we do NOT have the correct information in CGM, then the customer should be informed to send their “proof” of change to lldocs@standupwireless.com.
The customer should also be informed to call/chat or email and let us know once they submitted their “proof” to lldocs@standupwireless.com. When the customer confirms that they sent their “proof” of change to lldocs@standupwireless.com – at this point a “Customer Info Request/Changes” escalation should be submitted – including that the customer has sent the “proof of change” information to lldocs.
If the customer should ask, the acceptable documents for “proof of change” are:
Name Change – we will need a copy of:
Legal Name Change Court Document
Marriage certificate
Divorce Decree
Social Security Number Incorrect – we will need a copy of:
Social Security card
Current year tax form that displays the full Social Security number
Print-out from SSA with name and full Social Security number
W-2 or 1099 form from employer showing name and full Social Security number
Date of Birth Incorrect – we will need a copy of:
Birth certificate
Government Issued ID
Drivers license
Once the customer submits the information to lldocs - that team will review the documents to make sure the “proof” is acceptable and will then send a ticket to Catalyst Support to make the change. If the customer asks how long for the change, please let them know 3-5 days from the time that we receive their information that they email to lldocs.
For any State to State address change
The customer needs to be immediately transferred to the Supervisor queue.
The Supervisor/Tier 2 will explain the process to the customer directly.
Deceased Customer:
If a third-party contacts Customer Care to inform that the account holder is now deceased – a “Customer Info Request/Changes” escalation” should be opened including the Caller’s name, relationship to the deceased person, and the date of death along with a request to close the account. (The Deceased Customer’s Account - IA status policy - will be updated shortly to reflect this new escalation category.)
A formal policy will be sent out in the near future regarding the “Customer Info Request/Changes” escalation category.
Date of the new update 11/16/2022
Use the tools below to valid shipping addresses, and update the verified address to Ship to Address Update in Catalyst.
How to Format a US Address
How to Format a US Address
US addresses are written based on most specific information to the least specific information. Addresses consist of:
The recipient’s first and last name
Street number and name (address line 1)
Apartment or unit and its number (address line 2)
City, state and zip code (include all of this on one line with a comma between city and state, but not zip code)
Country
How to Format a Puerto Rico Address
Puerto Rico addresses are formatted in several different ways that can affect our ability to verify the address as provided by the customer. In such cases where the address is unable to be verified by Catalyst and/or USPS, the following should be considered.
Example 1 - Customer provides
Cond las Ampolas
Calle Amapoloas 123 apt 9
Carolina, PR 00979
The address should be altered to (per USPS verification)
Cond las Ampolas
123 Calle Amapolas, apt 9
Carolina, PR 00979
Example 2 - Customer provides
C3 Calle A
URB Mirador Universitario
Cayey, PR 00736
The address should be altered to (per USPS verify)
URB MIRADOR UNIVERSITARIO
C3 CALLE A
CAYEY PR 00736-5061
While Puerto Rico may not be a part of the contiguous/continental US, the address format is very similar- Number- Street-Street Type (Dr, Ct, Ln, Ave, Way, etc.), Apt # (where applicable)
City, State Zip Code
Ex. 123 Anywhere Ave, Unit 1401, Atlanta, GA 30309
Urbanization Code
These are codes used to denote an area, sector, or residential development within a geographic area. Commonly used in Puerto Rican urban areas, it is an important part of the addressing format, as it describes the location of a specific street.
Generally, the abbreviation URB is placed before the urbanization name.
Urbanization Name
Abbreviation
Altura(s)
ALT(S)
Barriada
BDA
Barrio
BO
Bosque
BOSQUE
If a Puerto Rico address cannot be verified by altering the format, ensure that we ask the customer to provide a USPS verified mailing address and update the shipping address for the customer once received.
TIP: Use Melissa Address data to help with validating Puerto Rico addresses.
Chargers/equipment
Important Puerto Rico Information -Google Pixel Phones with no chargers
Some Enrollment Representatives are distributing Google Pixel phones at In-Person events in Puerto Rico.
Some of these Google Pixel phones will come with chargers, and some will not come with chargers.
Therefore, if a customer from Puerto Rico with a Google Pixel on their account, contacts Customer Care and says/chats they never received a charger with their new phone received from an Enrollment Representative- we need to send them a free charger.
IMPORTANT REMINDER: Before creating an invoice - the Ship to Address MUST be updated.
These Google Pixel phones use the USB-C charger.
It is extremely important that the representatives select the correct charger and then use the $14.99 discount - so the charger is no cost to the consumer.
State and Territory abbreviations:
Remember that Alaska (AK) , Hawaii (HI) Puerto Rico (PR) are not part of the continental U.S.A!
Directory
Fulfillment Warehouse Address - Device Warranty:
5200 Randolph Road
Rockville, MD 20852
Mailing Address - paper applications:
STANDUP WIRELESS
390 NE 191st Street
STE 8334
Miami, FL 33179
Lifeline Support Center: 800-234-9473
CA Lifeline: 1-866-272-0357
TX Lifeline: 866-454-8387
Important SUW links:
We offer ACP Only in these 15 States:
AL - Alabama
CT - Connecticut
FL - Florida
IL - Illinois
MS - Mississippi
MT - Montana
NC - North Carolina
NH - New Hampshire
NJ - New Jersey
NM - New Mexico
OR - Oregon
TN - Tennessee
VA - Virginia
WA - Washington
WY - Wyoming
A consumer residing in one of these states should go to: https://standupwireless.com/ and enter in their zip code to see if StandUp Wireless does provide ACP ONLY service in their area.
Campaign started to recruit more Enrollment Representatives
Email Campaign: Become an Independent Contractors - ERs who have worked with SUW previously
StandUp Wireless has launched a campaign to recruit more “Enrollment Representatives” that will be classified internally here at StandUp Wireless as “Independent Contractors”.
We have launched several social media campaigns to announce this recruitment process – both on Facebook and Instagram – samples of the ads are shown below.
We have received information that we are sending out 235 emails today and 585 emails tomorrow to some of our former Independent Contractors (Enrollment Representatives) to have them work with StandUp again. We do not expect to see an increase in calls, but if we are contacted, a link in the email will take them to our Become an Independent Contractors, as we were updated on Monday, 7/18.
Here is the email going out to all the former Enrollment Representatives that left between April – July 2022:
They can use the email link to the Become an Independent Contractors webpage.
If anyone contacts Customer Care directly and mentions that they saw the advertisement on Social Media (Facebook and/or Instagram) and wants to learn more about working for StandUp Wireless – please refer them to our StandUpWireless website
If someone contacts Customer Care and asks specific questions about the position (pay, hours, etc.) AFTER going out to our website and filling out and submitting the form – please document the questions and email them to Customer Experience (customerexperience@standupwireless.com) along with contact information so someone can contact them directly to answer their questions.
If this happens – please do the following:
Obtain the person’s name
Contact telephone number
Contact email address
Document the specific questions they have
Tier 1: Please submit the above information under an “Investigation” escalation. Also, please inform the person that you are submitting an escalation request so that someone can reach out to them as soon as possible to answer their specific questions.
Tier 2: Upon receipt/review of this “Investigation” escalation – please forward all of the information to Customer Experience (customerexperience@standupwireless.com) – and we will send the information to the appropriate person here internally requesting that someone contact the person back as soon as possible.
If someone contacts Customer Care and says that they have not heard from anyone AFTER submitting the form on our website – please let them know that someone should contact them within 3 business days of submitting their information.
If someone says they have already waited 3 business days, and no one has contacted them as of yet regarding the position– please do the following:
Obtain the person’s name
Date that they submitted the form on our website
City/State the person resides in
Contact telephone number
Contact email address
Tier 1: Please submit the above information under an “Investigation” escalation. Also, please inform the customer you are submitting an escalation request so that someone can reach out to them as soon as possible.
Tier 2: Upon receipt/review of this “Investigation” escalation – please forward all of the information to Customer Experience (customerexperience@standupwireless.com) – and we will send the information to the appropriate person here internally requesting that someone contact the person back as soon as possible.
Date of the new update 7/18/2022
2. They can then click the button to Become a Contractor
3. Next, they can fill out the questionnaire, and they will be contacted.
And here is the one for those that left before April 2022; the steps are the same as in the previous email:
They can use the link in the email to go to the Become an Independent Contractors webpage.
2. They can then click the button to Become a Contractor
3. Next, they can fill out the questionnaire, and they will be contacted.
Date of the new update 7/26/2022
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