No Force Complete Option for Web Clients
Lisa Susoev
July 9, 2025
Effective April 1, 2025: We can no longer force complete web clients who state they
Informational
Experian Credit Pull
Lance Brechbill
May 24, 2022
Overview We are going to begin offering a new product to the general public, an
Debt Consolidation/Management/Repayment Plans
Lisa Susoev
April 6, 2022
Cricket Debt and Urgent Counseling do not offer any debt consolidation, debt management, or debt
Vacation Accrual Timeline
Lance Brechbill
April 21, 2021
VACATION ACCRUAL TIME Updated Jan 2020 The following chart gives a rough visual idea of
Guide – Solid Start Financial
Lance Brechbill
April 21, 2021
ABOUT THE SOLID START FINANCIAL COURSE What Is The SSF Course? The Cricket
Guidance for Recurring Issues
Lisa Susoev
March 30, 2021
Scenario 1 Clients listed more than one mortgage, but the second mortgage only reflects the
Counselor Aid for WC Handling
Lisa Susoev
March 30, 2021
Do I have enough/good information in the budget to make a recommendation? Yes > Send
No U.S.P.S. Option for Certificates
Lisa Susoev
March 30, 2021
Effective 3/30/21, clients will no longer have the option to have their certificates mailed to
Guide – Counseling Poverty Level Clients
Lisa Susoev
March 26, 2021
COUNSELING GUIDELINES FOR CLIENTS AT OR BELOW THE POVERTY LEVEL What is different about counseling
Counseling Guidelines
Lisa Susoev
March 26, 2021
NOTE: THERE ARE NO CHANGES TO THE CURRENT ON DEMAND (OD) PROCESS AT THIS TIME.
Bankruptcy Case Number Information
Lisa Susoev
March 25, 2021
What is a bankruptcy case number? When a bankruptcy case is filed, the clerk’s office
Clients With A Mortgage in Arrears
Lisa Susoev
March 25, 2021
Common Scenarios Scenario 1 “Delay/Prevent Foreclosure” selected At least one month’s arrears listed Additional dischargeable
WC Counseling Guidelines
Lance Brechbill
March 18, 2021
GENERAL INFORMATION Has the counseling changed? Not really, we still need to analyze the budget
Phonetic Name Spelling
Lance Brechbill
March 16, 2021
Why Use Phonetics? Calls can give rise to a lot of misunderstandings and miscommunication. This
CIN Web & OD Client Process
Lance Brechbill
February 5, 2021
** Updated: 11/10/17 ** How does the CIN web client process work (from the client’s
Attorney Requesting A Certificate
Lance Brechbill
November 20, 2020
Attorney paid but different attorney requesting a certificate If an attorney can provide the client’s
Financial Action Plan – Example
Lance Brechbill
November 20, 2020
Below is an example of the current Financial (or Written) Action Plan (WAP) Financial
Inactive On-Demand (OD) PINs
Lance Brechbill
November 17, 2020
PIN Not Working If a client provides you with an OD PIN that is not
Power of Attorney
Lance Brechbill
November 17, 2020
Overview Power of Attorney allows a client to designate a person to go through the
ACD Prompts That Clients Hear
Lance Brechbill
November 17, 2020
When clients call into our help desk, they are greeted and then given the following
Retrieving A Username and Password
Lance Brechbill
November 17, 2020
Retrieving Username and Password Online Clients must click on the link that says “I
Foreign Language Options Online
Lance Brechbill
November 16, 2020
Languages for Cricket Debt Offered in dozens of languages using Google Translate Clients can make
Acronyms and Glossary
Lance Brechbill
November 16, 2020
Common Acronyms and Terms (Full spreadsheet available on Google Drive)
eFiling Information
Lance Brechbill
November 13, 2020
Important Notes: eFiling may be unsuccessful for various reasons, among them, a wrong case number,
Email or Certificate Not Received
Lance Brechbill
November 11, 2020
Certificates and/or emails are not being received Due to the growing problem of unsolicited and
Adding Another Attorney Code To An Attorney Account
Lance Brechbill
November 11, 2020
Multiple Codes An attorney can have multiple codes in their existing account for the purposes
Complaint Process
Lance Brechbill
November 9, 2020
Customer Complaint Process Any and all complaints received by a counselor must immediately
Waiver – Expired Certificate (XCW)
Lance Brechbill
November 6, 2020
Resetting a client account when they need a new certificate. When a certificate has expired
TransUnion Debt Pull FAQ
Lance Brechbill
November 6, 2020
GENERAL TU PULL – FAQ What is the TU debt pull? Cricket Debt has partnered
Assisting Hearing-Impaired Clients
Lance Brechbill
November 6, 2020
Deaf and Hearing-Impaired Clients We will always attempt to assist our deaf and hearing-impaired clients
SSF OD Packet and Quiz Answers
Lance Brechbill
November 6, 2020
SSF OD Packet The EOUST requires that we provide all SSF OD clients a packet
SSF Certificates On Hold Pending Payment
Lance Brechbill
November 6, 2020
Certificates are automatically queued to be issued once: The course is complete. Payment has been
SSF Course & Certificate Information
Lance Brechbill
November 5, 2020
Completing the SSF Session Solid Start Counseling takes a minimum of two hours to complete,
Locked Certificates
Lance Brechbill
October 28, 2020
Attorney Pays on View (APV) When a client with an APV code finishes the
Debt Pull Retrieval Indicators
Lance Brechbill
October 28, 2020
Indicators of Debt Pull Retrieval The creditor names for debts retrieved from a debt pull
Expense Reduction Tips
Lance Brechbill
October 28, 2020
Utilities Turn down your heat or turn up your air conditioning when you leave your
Difference Between A Chapter 7 and Chapter 13
Lance Brechbill
October 28, 2020
Chapter 7 Also known as straight liquidation – the debtor petitions the court to take
Certificate Numbers
Lance Brechbill
October 24, 2020
Five Digit Code Each counseling agency has its own unique code. The first five digits
Assisting Suicidal Clients
Lance Brechbill
October 23, 2020
If you believe the client is a high risk, please contact a Team Lead. The
Conference Rooms and PINs
Lance Brechbill
October 23, 2020
Conference Room numbers and PINS Room 8000, the PIN is 2891 Room 8001, the PIN
Credit Scores
Lance Brechbill
October 23, 2020
Factors that affect credit scores Timeliness of payments The number of open accounts High debts
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