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Escheatment Letters

Updated: Dec 31, 2024

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 for PA customer and NY customers need to be done before February 15 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.

 
 
 

Training AlertCustomer Mailers NY Customers Gas Fuel

Summary:

Eligible gas customers in the state of NY will be receiving mailers with the option to contact customer service to update their rates. See sample letter below.





Note: Gas Customers in the state of NY who have not yet been placed on a fixed-rate contract will now have the option to enjoy a set rate through to the end of their current agreement.

 

Fixed-rate contracts are available for electric accounts and such customers should be offered to be placed on a new contract for Electric accounts.

This retention tool is specifically geared toward gas accounts not on a fixed-term agreement. 

 

The TPV Process | Customer intake form

The below options have been added for this purpose only and will follow the usual TPV process.

Call note


 
 
 

Updating Existing\Active customer to Ecogold Reward \ Spring 50or Kiwi 50 Process

Active customers who call to cancel and are retained by offering upgrade to the Ecogold rewards (inbound retain) should follow the below process.

Step 1. Confirm customer decision to continue with Spring Power and Gas \ Kiwi Ohio by completing the Voice verification script available on the hub.


Step 2 Update customers Product to Spring\Kiwi50 and select the first bill rate from the product change screen.

1 – Update customers product to zero gas 50 \ Spring Green 50 \ Kiwi 50

2 - Users will be prompted that a contract change is required (once a VV was completed successfully proceed by selecting yes ).


Once you have selected the yes to proceed, move to the drop down to update the customers price plan.

1.       From the available price plans select the price that has a date before the price per therm or per kilowatt. This is normally notated in number sequence in the example below the date shows as 211122. Which is the price plan to be selected for the firt bill rate provided on the vv to be applied.  Note that no other options from this drop down displays in this format.

2.       Orion will remind the user that a new contract will be generated for this change will describe the product offer and first bill rate. Once the price plan has been selected from the drop down click ok to confirm and update changes.


Once the price plan has been updated a recontracting follow up call note should be added to the account and the reward program updated to Ecogold Rewards.






 
 
 
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