Cancel Enrollments

The Cancel Service button in CSR will be used to cancel only Enrolled ID’s. Some of the reasons for cancelling an enrollment are: customer´s request, customer not qualified for the service anymore, customer moving to a different state, etc. This will be the equivalent to the option that customers have online to De-enroll.

The cancelation will have an automated interface for TracFone to cancel the minutes issued to the line every month.

You will find the Cancel Service button on the application, below the Notes section:

After pressing this button, the cancelation screen will be displayed. You will find one drop down menu, where the agent will have to select the benefit(s) to cancel:

After selecting one of the options, the Cancelation Source section will be displayed, for the agent to select one of the available sources.

Once an option is selected, the Cancelation Reason dropdown menu will be shown. The options from this seciton will depend entirely on the source selected in the previous step. Once again, agents will have to select one to continue:

Finally, the Comments section will be displayed for the agent to provide an explanation regarding the cancelation. Take into account that the SAVE button will not be available to proceed with the cancelation until the agent provides a reason.

On the other hand, if the agent in the end does not need to cancel the enrollment, the Cancel button will be available to go back to the enrollment without making any status changes to the account.

Verifying Risk Factors to cancel/reject an account

Before cancelling an account, agents have to ask if the caller is the account holder and verify Risk factors accordingly:

• If the caller is the account holder, the agent will have to verify the customer's first and last name, DOB and SSN mandatorily. This means that agents can cancel accounts, no matter if the customer does not remember the address that is listed in the account.
• If the caller is not the account holder, the agent will have to verify all risk factors in order to continue with the account cancellation (first and last name, SSN, DOB and address.)

• If the one who calls to reject an account is a Street Team agent, the agent will be able to reject the account after the Street Team agent verifies the ID#. Street Team agents do not need to verify risk factors to request a rejection. This means that there is no need to speak with the account holder to process the rejection.
• On the other hand, if the Street Team agent calls to request a cancellation, the Customer Care agent, after verifying all risk factors, must request to speak with the account holder to make sure that person wants to process the account cancellation.
• If a person calls in stating that the account holder is deceased and that the Enrollment should be cancelled, regardless if the caller is blood related or not, agents will have to verify all risk factors in order to continue with the account cancellation (Full name, SSN, DOB and address.) If the caller does not have this information, agents should kindly explain that this information is mandatory to cancel any application. They can look it up and call us back to complete the cancelation. Agents should not cancel the account if the caller only provides the EID.