Cancelation Reasons

Following, you will find the list with the different cancelation reasons. Although cancelations are carried out by a specific department, all agents should be aware about the different reason why an account may end up being cancelled:

Customer Request – I do not qualify for the service anymore: the customer does not receive government programs to keep the service or the income they receive exceeds the maximum allowed.

Customer Request – I am receiving Lifeline service from another provider: the customer receives another Lifeline discount.

Customer Request – I am not satisfied with the service: customers have had issues with the service (cell phone not working properly, cell phone not received, bad signal, does not receive the monthly minutes unless they call to Tech Support, etc.) and most of the times they will be upset, reason why the want to cancel the account.

Customer Request – Administrative – Other: if the cancelation reason does not fit in any of the other categories, this reason should be used (customer lost phone and does not want to receive a replacement, the cell phone does not work properly and the customer does not want to receive a new one). Don't use this reason if there is another category that is more suitable.

Administrative – DeEnrolled ST: this reason should be used ONLY if there is an external or explicit request from a supervisor and the enrollment was created through the Street Team channel.

Customer Request – Service not requested by Customer: this reason should be used ONLY if customers call to state that they did not request the service and the enrollment was created by a Street Team channel.

Administrative – Moved to another state: customers need to cancel the service and reapply in the state where they moved in.

Administrative – Expired not renewed: the account has not been renewed on time.

The following reasons MUST NOT BE USED:

• Fraud Suspicion
• Agency Request
• Used Address Escalation
• NLAD Transfer Out

The following sources MUST NOT BE USED:

• Random Sample
• By Tracfone
  • Unqualified Omission