Payment Arrangements Guide

Purpose: This document outlines the procedures and policies regarding payment arrangements. It provides guidelines on handling customer requests for payment extensions to ensure proper communication and documentation.

What is a Payment Arrangement?

A Payment Arrangement is an agreement between the Retail Energy Provider (REP) and the customer that allows the customer to settle outstanding bills after the due date.

·         Example Scenario:

·         Account: 105440

·         Bill Due Date: March 31, 2025

·         Final Payment Date: To avoid disconnection, the customer must pay by April 10, 2025, if unpaid.

Procedure for Handling Payment Arrangement Requests:

1. Assess Customer Eligibility:

·         Confirm if the customer has received a disconnection notice.

·         Verify the outstanding balance and the account status.

2. Standard Payment Arrangement Terms:

·         If the customer requests a payment arrangement after receiving a disconnection notice, extend the due date by five consecutive days (including weekends) without requiring supervisor approval or placing a switch hold.

·         If the customer requires an extension beyond five days, offer a Deferred Payment Plan instead.

3. Documentation Requirements:

·         Write a detailed note including:

·         Agreed payment amount

·         Date the payment will be made

·         STICKY the note in the account to ensure the transaction does not trigger disconnection for non-payment.

4. Communicating with the Customer:

·         Clearly explain the terms of the payment arrangement

·         Advise the customer that failure to make the agreed payment on time may result in service disconnection

·         If a Deferred Payment Plan is necessary, provide details on eligibility and terms.

Important Reminders:

·         Always confirm and document the arrangement before ending the call.

·         Ensure the STICKY note is visible to prevent system-automated disconnection.

·         If a customer requests multiple extensions, escalate to a supervisor for review.

This procedure ensures consistency in handling payment arrangements while maintaining compliance with company policies and customer service standards.

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.

PA Spring Guard updated.docx

Download DOCX • 35KB

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