Procedure- processing Deceased Estate Transfer and Disconnection eForms

Contents

1. Description
2. Tasks

1. Description

Follow this procedure to process Deceased Estate Transfer & Disconnection e-Forms.

2. Tasks

1. Business Rules

1. If a customer calls to request the cancellation of a Bundled or Standalone Broadband Account, they are required to fill out the Foxtel Deceased Estate Transfer & Disconnection Form and send this to the Support Form inbox [e-mail]. Customers are directed to go to the Foxtel website and type 'How can I transfer or disconnect a deceased account?' to locate the form mentioned above.
2. Agents are to contact the person to process the cancellation of the account or change of ownership via phone or email. The cancellation and change of name are always processed ASAP and not on the bill date. ·
3. TV Only connections do not require a form to be submitted and we can disconnect these if we have been advised that the account holder has passed away. ·
4. If the account is in credit, we can organise refund to the card linked to the account or send a cheque to refund the amount credited on the account. Ensure that you update the mailing address when speaking with the caller.
5. If the caller is unable to download the Form from the website, agents can request the Support Form inbox to email or post the Form to them.
    

2. External Email from Customer

1. Open the Deceased Estate Inbox and click on the external email from the customer.

1. If the Foxtel Deceased Estate Transfer & Disconnection Form is attached and filled out – proceed to Task 2.
2. If the Foxtel Deceased Estate Transfer & Disconnection Form is not attached – proceed to Task 3.
3. If the Foxtel Deceased Estate Transfer & Disconnection Form is not filled out correctly – proceed to Task 4.

2. If the Form has been filled out correctly, process the Transfer/Disconnection based on customer requirements spelt out in the email.

1. Remember, the transfer steps are the same as those for the Broadband Change of Account Holder process - the only difference is you do not email the previous account holder.

3. If the Form is not attached, please reply to the customer with the Form as an attachment. You can reply directly from the inbox.

Hi XX,

Thank you for your email.

Please accept our sincerest condolence for your recent loss.

To proceed we require you to fill out the Foxtel Deceased Estate Transfer & Disconnection Form. I have attached this form to this email for your convenience.

Once this form has been completed, please respond to this email with the completed forms and we will action your request within 5 business days of receipt.

Kind Regards
The Foxtel Team

4. If the Form has missing information, you can reply to the customer from the inbox asking for the information required.

Hi XX,

Thank you for your email.

Please accept our sincerest condolence for your recent loss.

Could you please clarify XXX so that we can process your request?

Kind Regards
The Foxtel Team

If the customer cannot download the Deceased Estate Transfer and Cancellation form from the Foxtel Website, a copy of the form can be sent to them by email. Use the below email template to share the deceased estate form with the customer.

Hi xxx,

Thank you for taking the time to speak with me today or Thank you for reaching out to us regarding the Foxtel account.

Please accept my deepest condolences for your recent loss.

As discussed, I have attached the Deceased Estate Disconnection form. I would request you to kindly fill out the form and reply back to this email attaching the form so that we can process the request to disconnect the account.

Regards,

The Foxtel Team
 

Returning the form

The customer will need to complete the form and return it to Foxtel. When returning the form to Foxtel, advise the customer that they need to use the subject line: Deceased Estate Transfer/Cancellation. The customer can email the form to [e-mail]

3. Forms sent via Post
1. Assess the email from the FOH agent requesting the forms to be sent via Post.

1. If the email has a representative name and address – proceed to Task 2.
2. If the email does not have a representative name and address – reply to the agent requesting they obtain this information.

2. Open a Zendesk ticket for the account and add the following notes including the representative name and the address to send the forms to:

DD/MM/YYYY - <username> – Deceased Estate Inbox
Request to send forms via Post
Representative Name:
Address:
 

3. Open the file called Deceased Estate Letter.

1. Note – you will need to open this in the Microsoft Word App, not the browser.

4. Fill out the details in the header of the document and add the representative name.

5. Save a copy of this file as follows - Deceased Estate Letter- Acc##.

6. Attach this file to the Zendesk ticket.

1. Click on 'Notes and Attachments' in Zendesk and select 'Add Note'. Click 'Attach' to upload the saved file to the case.

   

7. Email the on-shore contact asking for these to be sent via Post.

Hi Team,

Customer has requested for the Foxtel Deceased Estate forms to be sent via post. Please arrange for the attached letter and forms to be printed and sent to the following representative.

Name:
Address:

Thanks,
Your Name
 

8. Resolve the Zendesk ticket.

Top