Unreasonable Use / Unable to Make/Receive Calls

***IF ACCOUNT IS ON TMO, add 3000 MINS every time the customer calls.

***IF ACCOUNT IS ON ATT, add 3000 MINS every time the customer calls.

Provide the unreasonable usage script every time when refilling the customer's voice and SMS balance.

If a customer asks what happened, we can tell them (you may paraphrase):

"Your account was flagged for unreasonable use, but since we value you as a customer, we will reactivate your service. Our terms do not permit certain practices such as monitoring, auto dialing, telemarketing, or spamming. Please keep our terms and conditions in mind."

A simpler way to explain the customer might be:

"It seems your account has been tagged with excessive usage, therefore the service shuts down and we can take care of this at customer service but if the usage exceeds what a regular person uses on a daily or weekly basis, service will shut down and your account will go under review"

If the customer asks where it says, you can direct them to section 21 of our Terms & Conditions (see below for your reference):

(Section 21) ABUSE OF UNLIMITED RATE PLAN. For any Rate Plan that includes unlimited features, “unlimited” does not mean unreasonable use. Gen Mobile’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses that disproportionately impact the network capacities are considered to be unreasonable. Unreasonable voice use includes but is not limited to, the following: auto dialed calls, monitoring services, the transmission of broadcasts, telemarketing, call center services, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration."

If they ask how we are monitoring or how we know their usage is unreasonable:

"Our system has different algorithms set in place to detect unreasonable usage, and unfortunately, your account was flagged. No need to worry, I will reactivate your account but please be more mindful with your usage so your account will not be flagged again."

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