Procedure - escalate a default listing

Contents

1. Description
2. Rules
3. Tasks

1. Description
      
Follow this procedure when a customer is disputing an outstanding balance or a default listing and/or wants to escalate a default listing.
 
When
Foxtel will only lodge a default listing if the amount owing at the time of the default listing is more than $150. Default listings will only be lodged for subscription and/or early termination fees. Unrecovered equipment fees will not result in a default being lodged.
 
Question: How do I know if a default listing has been lodged?
If the account was referred to Recovery Corp more than 45 days ago and the amount referred was $150 or more, then a default listing may have been lodged. For more information, see Overview - collections and customer debt.
 
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2. Rules
There are no rules for this procedure.

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3. Tasks

1. Review the account
2. Lodge a dispute
3. Lodge a request to remove a default listing

1. Review the account

1. Review the outstanding balance on the account. 

If...	Then...
the amount outstanding is incorrect	go to task 2.
the default listing was lodged in error	go to task 3.
the default listing was lodged correctly	Advise the customer that the default listing is correct based on the unpaid balance on the account. Walk through the charges and services that made up the debt, and if needed send copies of invoices for the customer to review. If the customer wants to organise a payment plan, they are able to do this with Recoveries Corp (see FoxPages directory - general information and specialist support). If the customer wants to pay the full amount owing you can take a payment over the phone. See Zendesk Procedure - take a payment.  End of procedure.

 
2. Lodge a dispute

1. If you can confirm that the charges are incorrect, apply a credit adjustment (see Procedure - apply a credit adjustment) to correct the balance owing.

Note: Confirm the new balance with the customer, if applicable.  

2. Email [e-mail] with the Subject Dispute amount owing. Include the following information in the email:

• Account number:
• Customer name:
• Customer contact phone number:
• Reason for dispute:
• Amount adjusted on account:
• New balance owing: 

3.  Advise the customer that this will be investigated and they will be contacted with the outcome within 5 business days.

End of procedure. 

3. Lodge a request to remove a default listing

1. Process an account adjustment (see Procedure - apply a credit adjustment), if required.
2. Complete the Request To Remove Default Listing template so the Credit Check Team can get the default removed. Ensure that you email [e-mail] and include the following information:

• account number
• customer's name
• customer's contact number
• amount adjusted on the account (if applicable)
• new balance owing (if applicable)
• the reason default listing should be removed.

Important: The default listing will only be removed if it was lodged in error.

3. Advise the customer that they will receive confirmation once the default listing has been removed.

End of procedure. 

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