RRH Brands Loyalty Ecogold Rewards| Customer Access Reminder

As a reminder Kiwi Energy and Spring Power & Gas customers who have had their rewards program changed from Ecogold Rewards to a newer program will only have access to their balance for 1 year.

As an example, the below customer would only have access to this balance through to September 2023.

 We are aware that some customers are still displaying a balance, and this is currently being investigated by our team at agility. 

Note:

·         When customers renew they will be lock out of their Ecogold account for 10 days.

·         If a year has passed, please do not provide customers with the incorrectly displayed balances

Arrow Balance Review Process After Arrangement Cancellation

This guide is designed to help you accurately identify and resolve discrepancies in EROMS account balances when a payment arrangement is canceled and past-due amounts are not displayed. These steps will ensure clarity and resolution for the customer and the account.

1. Review the Customer Account

When a customer calls to inquire about their balance:

• Compare Balances: Examine the account balance displayed in the Account Summary and compare it with the detailed breakdown of current and past-due amounts in the Activity tab.

• Check for Notes: Verify whether any sticky notes or account flags are indicating a granted payment arrangement or other explanations for the balance changes.

2. Review Account Activity

Navigate to the Activity tab to analyze the following details:

•  Invoices: Confirm recent billing activity, ensuring all charges are accounted for.

• Payments: Review payment history to verify completed transactions and amounts.

• Arrangements: Identify any deferred payment plans or extensions:

  • Were these arrangements canceled due to non-payment?

  • Were they fully satisfied?

  • Do they remain active?

• Adjustments: Look for modifications to the balance, such as corrections, write-offs, or additional charges.

• Descriptions: Pay attention to notes detailing account changes, such as when an arrangement was canceled or when payments were applied.

3. Analyze the Account Breakdown

Use the following example to understand how a balance evolves after an arrangement cancellation:

Scenario Example:

1. Original Balance: The account initially had a balance of $456.28.

2. Customer Payment: A payment of $161.27 was made toward the past-due amount.

3. Payment Extension: A payment extension of $161.26 was applied.

4. Courtesy Adjustment: A courtesy adjustment temporarily reduced the balance to $0.

5. New Balance: A new invoice of $295.02 was issued, including the $161.26 from the payment arrangement.

6. Arrangement Cancellation: The customer did not comply with the payment arrangement:

   • The courtesy adjustment was reversed.

   • The arrangement amount was added back to the balance, increasing it to $456.28.

7. Disconnection Payment: After disconnection, the customer paid $161.26, leaving a final balance of $355.02. which included the Disconnection and Reconnection fee of $30.00 each

Conclusion

By systematically reviewing the account’s summary, activity history, and balance breakdown, you can effectively:

• Identify the reasons behind discrepancies.

• Provide the customer with a clear and accurate explanation of their account status.

  
  

  This process ensures both transparency and resolution, building trust and satisfaction with the customer.

Arrow Power Outage Reports

By following these steps, you can efficiently assist customers reporting power outages, ensuring they receive accurate and timely information.

1. Review the Customer Account

When a customer calls to report a power outage:

• Carefully review the customer’s account.

• Check the transactions to ensure there are no disconnection orders.

2. Determine the Nature of the Outage

• If there is no record of a disconnection order, it is likely that the customer is experiencing a power outage.

3. Verify the Outage

• Verify if the customer is affected by an outage by entering their address into the appropriate utility’s outage center:

• • CenterPoint Energy - Outage Center

  • Website: CenterPoint Energy - Outage Center (gisoutagetracker.azurewebsites.net)

  • Oncor – Oncor – Outage Map

    • Report Power Outages 24/7: Oncor at 888-313-4747

    • Website: Oncor – Outage Map

  • AEP Texas – Outage Status

  • Website: Check Outage Status (aeptexas.com)

  • Report Power Outages 24/7: AEP North at 866-233-8508

• TNMP - TNMP Stormcenter

  • Report Power Outages 24/7: Texas New Mexico Power at 888-866-7456

  • Website: TNMP Stormcenter

4. Provide the Customer with Reporting Information

• If the outage is verified:

o    Provide the customer with the relevant utility's contact information to report the outage if they haven’t already done so.

Following these steps ensures customers receive accurate assistance and timely information about their power outages.