TRAINING ALERT Change in the sequence for account numbers

Change in the sequence for account numbers | Conedison (Coned) and Orange & Rockland (O&R)

Effective October 9th, Orange & Rockland and Con Edison will be changing the sequence of their account numbers. As of this date customers will be assigned a 11-digit account number.

Things to know

· Current customer account numbers will be updated automatically by a change request from Conedison and Orange & Rockland. ( Seamless change in the background)

· Old Account numbers can be used for up to 90 days after this date. In the event that customers still have their old LDC format, we will still be able to submit. We should however attempt to new account information.

Note : Customers of both Coned and O&R will receive notices from the utility.

Examples of notices to customers:

Training Alert Escheatment Letters

It’s the time of the Year, customers will receive an Escheatment Letters for unclaimed property with KE NY, and SPG Pennsylvania.

This Claim must be done before March 1st of 2025. Customers who miss this deadline will be required to contact the state to claim these funds.

You will need to follow the next steps:

CS reps will be required to verify and update all customer information including name, address, email, and phone number.

A child call note (CLOSED) must be added to the escheatment call note. The following text will auto-populate: “The customer received the escheatment letter and is requesting the unclaimed Ecogold Cashback. The customer’s name and mailing address has been verified and confirmed. The business is reserving up to 90 days for payment processing.”

Script:

Thank you for reaching out to us regarding the unclaimed property letter dated August 2022. Please allow me to verify your account information so that I can assist you with this.

(Verify info, confirm any changes to mailing address, and add the child note.)

I have updated your account, and your information will be submitted to the proper department handling your claim. Please allow 90 days for the check to be issued. For further inquiries you can reach us here by phone or I can provide you with our (rewards@) email address.

ALERT: Account Verification

We are obligated to take reasonable steps to confirm the identity of a telephone caller before proceeding with a call relating to a personal account of information.

Please follow the next four steps below to complete an accurate account verification:

First Question (To locate account)

- Telephone number

- Customer ID

- Utility account number (LDC) / Pod ID where applicable

- Verification number (TPV No.)

Second Question (To verify if we're speaking with acc holder or authorized user)

- Name of the account holder

- Decision maker/ Caller’s name NOTE: In the state of Maryland only account holder can make changes to the account.

Third Question (To validate we have correct account)

- Full-service address

- Full billing address

- Security question (if available)

Fourth Question (To confirm we have correct email)

- Email address (If an email is in account, we'll need to validate we have updated email.) NOTE: If no email is on the account, attempt to collect one.

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