Cancellation Department | Customer Service Scope of Support

Retention Step Before Transfer to Cancellations – Lifeline Customers:

If a Lifeline customer wants to cancel, Customer Service agents should always try a retention attempt first before sending the call to the Cancellations team.
This means ask why the customer wants to cancel and see if you can help them stay with us (for example, by solving their issue or offering a solution).

Adding this step to the process helps make things clearer and smoother and avoids any confusion about whether you should try to keep the customer or not.

1. The customer calls in to cancel an account.

a. Customers can only cancel service over the phone. Cancellation is not available via chat, email, or mail.

b. Cancellations are available Mon-Sun from 10 AM-6 PM (EST) (9 am-5 pm Standart Time | Honduras time (November to March) or 8 am-4 pm DST Time | HN TIME (March-November).

c. If the customer calls outside hoops, advise to call during those hours to confirm and process your cancellation.

2. If during available cancellation hours, customer care will first authenticate that the customer knows his MDN(if the customer does not know his MDN, use the advanced search option) and verify the account with a PIN or other approved methods except callback. 
Visit the KB article Account Authentication Article for authentication methods. 
**If the account is verified by an alternative method, ask the caller to change the account PIN.
After the customer is authenticated, they must also provide the following information:

a. Confirm MDN (if you used advance search to look for the account, ask the customer  "The number ending in XXXX is the number you are looking to disconnect?" If "Yes", follow step B, if "No", ask the customer the number they are trying to disconnect).

b. Confirm full name
c. Confirm date of birth.

If the caller can't verify the account, advise we are not able to transfer them to the Cancelation department, they could apply with another carrier and that would deactivate the account automatically.

3. If the customer provides the correct information in #2 above, Cold Transfer the customer to the Cancellation Queue (4022)

Advise the customer:

a. They will need to verify the account once again.

Important
-Customer Service will only transfer customers with an, LL active account who want to cancel their service and transfer the benefit to another company.

-Customers can only cancel service over the phone. Cancellation is not available via chat, email, or mail.

- If the caller can't authenticate the account, we can't transfer to Cancellation.

-Any call transferred to LL in which the customer is not requesting account cancelation or the account was not verified, will be considered call avoidance.

-LL accounts under NLAD grace period can be canceled by customer care agents if the caller wishes to reapply. If no new application will be made, then the regular cancellation process must be followed.

*DO NOT transfer a customer if they do not know the MDN or have not verified the account (if you were able to locate MDN by using advance search, you can transfer the call as long as they verified all in step 2)

- If a customer calls outside 8 AM - 4 PM Honduras time, advise the customer they will need to call back tomorrow between 10 AM-6 PM (EST) / 7 AM-3 PM (PST)

-Note should be created before transferring to Cancellation Queue (4022)

Customer service should not do the ticket

Alternatives if the account holder is unable to authenticate

Make sure you have followed the regular cancelation process before recommending the following alternatives, as these are only if they were unable to authenticate:

• For a lost/stolen device: You can guide the caller through this procedure: Gen Mobile | Verbiage LL Cancellation - Lost, Stolen
• Account holders are also able to cancel enrollments/service on lifeline.genmobile.com under "My Benefit Status" by accessing it with their enrollment number/personal information and clicking on "Cancel Service." 

added to offer retention

09/26/2025 added the transfer to 4022
03/25/2026 Modify Hours of Operations due to DST, 1 hour back HN TIME ZONE

• 6/5/2026. Updated by Gustavo Hernandez. Added callback is not a valid authentication for cancellation. Added alternatives to cancel LL benefit. 
• 6/30/2026. Updated by Gustavo Hernandez. Added that LL accounts under NLAD grace period can be canceled by care agents for new applications.