PA Spring Guard

Audience	RRH Call Center
Brand	Spring
Topic	Spring Guard - Pennsylvania

Summary:

Begging March 17 2025, New Customers enrolling with Spring Power & Gas (PA only) will now be able to choose from the below offers through a partnership with Cinch Home Services.

Offer	Who qualifies
HVAC Protect	Homeowners
Plumbing Protect	Homeowners
Surge Protect	Homeowners/Renters

Benefits:

• HVAC Protect

  Coverage: Up to $1,000 annually for system repair  or replacements.

Emergency Lodging Reimbursement: Up to $1,200 (one claim per year).

  Deductible:  $125

• Plumbing Protect

Coverage: Up to $1000 annually for plumbing system repairs or replacements.

Covered Items: Water heaters, garbage disposals, faucets, toilets, stoppages, interior wall/gas lines, sump pumps, and more.}

Deductible:  $125

• Surge Protect

Coverage: Reimbursement up to $1,500 annually for surge-damaged systems, appliances, or electronics.

Peace of Mind: Get reimbursed for the repair or replacement of surge-damaged systems, appliances, or electronics.

No Deductible.

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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.