Cancellation Department | Cancellation Team Scope of Support
Master/Cancelation team instructions on how to handle ACP + LL Account Deactivation Request transferred from Customer Service
Gabriel Diaz
Last Update 7 tháng trước
Cancellation Team:
1. Cancellation Representative will authenticate the customer with:
(if the customer does not know MDN, use advanced search option)
A. 4-digit PIN/Password(if the customer does not remember proceed to step B),
B. Send SMS with the PIN(if unable to receive SMS, proceed to Step C)
C. Verify Account Information:
You will ask the customer to provide you with account information such as:
You will need to use this verbiage exactly:
"What is your complete address/shipping address(if they don't know the complete address) on file and the last 4 of your social security number?”
Account Authentication Process
-Take note we won't offer a callback to authenticate the account if the customer is unable to verify the requirements above.
2. After the account is verified, the caller needs to provide:
a. Confirm full name.
b. Confirm date of birth.
c. Confirm MDN(if you used advance search to look for the account, ask the customer the number "The number ending in XXXX is the number you are looking to disconnect?" If "Yes", follow step D, if "No", aske the customer the number they are trying to disconnect).
d. Confirm the number of the last call or text sent or received. (required)(if the customer has no usage, they should say no usage)
Once the account is authenticated, we will ask the reason for cancelation and do retention offers based on the table below:
| Reason for cancellation | Retention Options |
| Are you canceling because of your service plan? Not enough Data/Internet | Offer plan upgrade |
| Are you cancelling because of coverage?BYOD is not compatible with carrier | Offer free sim and change network or sell a compatible device with a discount (https://gen-mobile.tawk.help/article/customer-care-device-sales-sim-equipment-purchase) |
| Are you cancelling because of your device? Lost, broken or stolen | Sell a compatible device with discount (https://gen-mobile.tawk.help/article/customer-care-device-sales-sim-equipment-purchase) |
| Are you canceling because of your device? device not working | -check if its an internal issue and device under warranty if so, offer RMA replacement | if out of warranty, sell a compatible device with a discount |
| Are you no longer eligible? | Offer to convert to a prepaid account |
| Are you transferring to another service? | if Yes: advise customer that they can go ahead and transfer without cancellation and then thank them for being a customer. |
3. If the customer does not accept retention offers and still wants to cancel:
Advise the customer that Gen Mobile will be reporting to the government agency that you are canceling your ACP service, do you want to proceed?
I need a Yes or No as a Response to the following:
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(Verbatim)
Please confirm that you are __________(customer name).You, __________ (customer name) certify that you are the authorized user of phone number __________ and are canceling your account with Gen Mobile.
You can stop this cancellation by contacting Gen Mobile’s customer care within 1 business day.
By canceling your service, you understand that Gen Mobile will be reporting your cancellation to the federal government and you will subsequently be de-enrolled from the ACP and/or Lifeline program.
You understand that cancellation of your account may take up to 2 business days.
After your account is canceled, you will lose your phone number and other privileges related to your account.
Do you understand and agree? Yes or no.
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If the customer replies with anything but a "Yes" or "No":
Advise:
We only accept Yes or No as an answer, (and read the prompt again)
If the customer replies with "Yes":
4. Create a ticket
Enter the customer's information and account information in the ticket.
• Place the reason for the cancellation
• Enter ACP Cancelation for the Title of the ticket.
• Enter ACP Cancellation as the ticket type.
• Set the status of the ticket as Open.
• Assign ticket to ACP Customer Group
Account Notation:
Customers First and Last Name:
Account verified: Yes or No
Reason for cancelation:
Offer:
Accepted or declined:
Ticket# created:
Disposition: Cancelation Ticket
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*02/29 changed dispo to Cancelation ticket
12/16/2025 MAO Removed the script #1 of the "ACP benefits during the FCC’s ACP Enrollment Freeze period"