Waiver – Expired Certificate (XCW)
Resetting a client account when they need a new certificate. When a certificate has expired and a client logs back into their account, the account will be reset to not started and the client can complete the counseling again at no charge. The following conditions have to exist: The client is not a CIN/Stretto client […]
Attorney Account Challenge Questions
Verify Attorney Account Since attorney accounts do not have security questions, it is required to validate some basic account information before providing the login ID, resetting the password, or editing any office information for the account. Verify at least two pieces of the following with the caller: Attorney’s email Mailing Address Office phone number Office […]
Troubleshooting Payment Issues
Credit/Debit Cards Double-check the account number, expiration date, and security code Confirm billing address for the card is the same address listed in their account After any corrections, try processing payment again If the payment is still not being accepted, recommend that the client call the number on the back of the card to confirm […]
On Demand Issues – Troubleshooting
Always note the account so the next counselor knows what steps have already taken place. Troubleshooting steps Confirm the PIN number and Zip code in the client’s account. Clients commonly write down the incorrect PIN number Clients often have separate mailing and physical addresses. Confirm they are using the correct zip code. Ask the client […]
TransUnion Debt Pull FAQ
GENERAL TU PULL – FAQ What is the TU debt pull? Cricket Debt has partnered with the TransUnion credit bureau to allow our clients to pull their debt information into our system so that the client doesn’t have to manually input those debts. Is this a credit report? No, this is not a full credit […]
Assisting Hearing-Impaired Clients
Deaf and Hearing-Impaired Clients We will always attempt to assist our deaf and hearing-impaired clients when they call in using either a TDD/TTY device, TRS, or when assisted by an interpreter. TDD – Telecommunications Device for the Deaf / TTY – Teletypewriter a communications device equipped with a keyboard for typing messages and a screen […]
SSF OD Packet and Quiz Answers
SSF OD Packet The EOUST requires that we provide all SSF OD clients a packet once they are registered for the OD counseling. The packet consists of two parts. The complete counseling transcript Various Counseling worksheets Credit card comparison chart Needs vs Wants Chart Other worksheets for managing one’s finances Counselors will send the packet […]
SSF Certificates On Hold Pending Payment
Certificates are automatically queued to be issued once: The course is complete. Payment has been received/mailed. On-Demand Clients When signing up an SSF OD client and the client wants to pay later, let them know the certificate will not be issued the course is completed and payment is received. Counselors must note this information […]