ACP Cancellation Process | Ticket Department Scope of Support

This must be done daily to ensure we are following USAC customer rules.

At the start of the shift go to the tickets and search by the ACP Cancelation ticket status type. 
1. Filter Ticket Type by "ACP Cancellation'
2. Sort by Oldest

3. Open Ticket  (work tickets within 48 hours time frame)
4. Open the account in which the ticket was created

5. Check the Account Notes left by the Cancelation Team confirming the following:
    a. Customer Full Name
    b. Date of birth
    c. MDN
    d. Confirm the number of the last call or text sent or received.

6. Confirm if there's a revoke cancelation note in the last 24 hours ( if there is a "Customer Cancel Revoke" cancelation note, DO NOT CANCEL the account, and close the ticket)

    -Notate the ticket: Cancelation revoked by customer on MM/DD/YY (date)

7. If there is no Customer Cancel Revoke Note, proceed to cancel the account 
a. Click on the Green button "Active"
b. Select Status "Inactive"
c. Inactive Issues: "CC - Customer Request"
d. Connection Type " Electronically"

Account Notation
Disposition: Ticket-ACP Cancelation
Ticket #: 
Reason for deactivation:
Was there a Revoke Note 24 hours ago: Yes or No

Fill out the Ticket Department Tracker

New Ticket status:

ACP Cancel Closed: Will be used on the tickets on the accounts that will be disconnected.

ACP Cancel Withdraw: Will be used on the tickets in which a customer will revoke the cancelation for their account.