Delinquent Accounts
Accounts go delinquent on the 13th of the month. On the 14th, the following process starts:
- Daily phone calls (in between normal)
- Leave call logs (this helps if we take them to collections). Everything must be documented.
- After the 1st of the month, if the customer has not made a partial payment or communicated with us, the account gets set for repo. Pickup fee is billed to the customer along with the ETF (if applicable).
- If the customer needs payment arrangements, you can divide the past due amount into 2 months (example customer has 100 balance can pay 40 today and the rest over the next 2 months) Get Tim’s approval. ***This should not be offered as something we can do but perhaps check into***
- After we have the gear repoed the customer has 2 weeks to become current with us or the account gets turned over to collections.
- Any special payment arrangements need to be approved by Tim.
Verbiage when calling out, be kind and assertive
Hello CUSTOMER, this is EMPLOYEE from Bertram Internet, how are you doing today? The reason I’m calling is that your account has a balance due and you typically pay by now is there something I can help you with in getting this paid?……….
You can also email a customer if phone numbers are not working…
Dear Customer,
Our records show that there is a balance past due on your account with Bertram Internet. We would like to work with you on getting this situation resolved. Please call us to make arrangements at 920-351-1023.
Please be advised that any balance due may go to our collections company if payment is not received or arrangements made within the next 10 business days. If you should have any question regarding this email, please contact us by calling 920-351-1023.
Sincerely,
Bertram Internet
300 Industrial Dr
Random Lake, WI 53075