TXUE PE and DPP

This is a difference between a Payment Extension and Deferred Payment Plan:

• The Payment Extension needs due payments and the DPP No

• The DPP extend the past due amount on the next bills and the PE only give more time to pay

• They are the same.

• Both needs an extra payment in the moment

Customers can set up a Payment Extension in IVY. True or False?

• True

• False

Mrs. Malfoy calls and asks for a few more days to pay her bill because she will be receiving her paycheck a few days late. Which payment arrangement would you offer her?

• Fixed Due Date

• Payment Extension

• AMB

• Deferred Payment Plan

Mr. Potato head has a large bill that he is unable to pay in the next fewweeks. He wants to be able to catch up on his bills so he doesn't have toworry about being past due every month. He states that he is going tomanage his financial budget accordingly. What would be the bestpayment option for Mr. Potato Head?

• Deferred Payment Plan

• Payment Extension

• AMB

• Fixed Due date

Mrs. Parker calls and asks for an extension to pay her bill that's duetomorrow. After you conduct a visual audit, you find an alert showingbankruptcy activity. What would you tell Mrs. Parker about getting aPayment Extension?

• I see there's a bankruptcy indicator on your account, therefore your account is not eligible for an extension; we apologize for any inconvenience this may cause you.

• I am trying to grant your Payment Extension, unfortunately the system is notallowing me to do so; perhaps it because there is bankruptcy activity.

• I'll be more than happy to assist you with the Payment Extension. When wouldyou be able to make the payment?

• I'll be more than happy to assist you with the Payment Extension, but let's takecare of the bankruptcy activity first

Mrs. Weasley calls asking for a few more days to pay her bill. She hashad five returned payments in the last 12 months. Her account is flaggedas No Checks. What are her payment options?

• Credit Card, Debit Card, and Cash (at an authorized payment location).

• Cash at an authorized payment location.

• Credit Card, and Cash at an authorized payment location.

• Credit Card, Electronic Check (but no physical checks), and Cash at an authorizedpayment location.

Ms. Fury calls in requesting to have a Payment Extension set up onher account. After conducting your visual audit, you realize that thisaccount already has a Payment Extension set up and the customer isrequesting a second Payment Extension. What would you tell thecustomer?

• Yes, we can set up a second Payment Extension on your account. What datewould you like?"

• Yes, we can set up a second Payment Extension. I will give you a referencenumber for the case I just opened to have this second Payment Extension set up.The reference number is 123456.”

• Ms. Fury, I can see an active Payment Extension on your account, thereforethis account is not eligible for a second one. Do you have any questions about thecurrent extension?

When a Payment Extension is requested, a late payment fee will be assessed to all customers except?

• Customers who are on a Month-to-Month Service Plan

• Low income customers

• Long Tenured Customers (more than 10 years)

• Customers who have filed for Bankruptcy

Ms. Pickless wants to know more about our Deferred Payment Plans.How would you explain this payment arrangement option to thecustomer?

• It's a payment arrangement in which you're given a few more days to pay your bill.

• It's a payment arrangement in which the bill is divided into equal payments, withthe first payment due today. The additional equal payment amounts will be listedand due on your upcoming invoices.

• It's a payment arrangement which takes the highs and lows out of the electricitybill. The total amount you pay is spread out over the year.

• It's a payment arrangement in which the bill is divided into equal payments, withthe first payment due today. The other payments will be due on days in which youchoose your own due date.

Which is not true about a Switch Hold?

• Trusted Advisors must read the Switch Hold script in its entirety. The Switch Holdscript must also be read verbatim as it is listed.

• Customers must agree to the Switch Hold before continuing with the DeferredPayment Plan agreement.

• Switch Holds are placed on the customer’s agreement for all Deferred PaymentPlans

• When a Switch Hold is placed on the account, the TDU will not accept a requestfrom the customer to switch to another electric provider.