Extending Grace Periods
We are very flexible with a customers billing and are always happy to help in any way we can. If a customer calls in to extend their grace period you can extend it up to 3 days before their next bill cycle. Set the extension for 1 day AFTER the requested day. Accounts return to delinquency the morning the grace period is extended to.
If a customer needs further out than 3 days prior to their next cycle, extend it to the allowed range and advise them that you can personally extend the account that far, but you have sent the account to be reviewed and what date the account is currently set to go delinquent. An administrator will call them back to make arrangements with them.
If the customer is already delinquent advise the customer you can remove the fee as a one time courtesy and reactivate the customer while extending. If the customer is on fiber do not forget to follow Fiber Procedures
If the customer is already past the allowed normal extension- reactivate their account for 1 business day. (If on weekends until Tuesday), and advise them that an administrator will follow up with them.