ALERTS

Alert Types – D2dalerts@vistracorp.com

Fraud alert – customer must submit a copy of their ID and proof of ownership to have the fraud removed.

Switch hold – a customer has a payment arrangement with their other REP.

A hold is placed on the premise/ESIID when the customer has a payment arrangement with the other REP.

The customer must pay their balance in full, once it posts, the other REP will lift the hold in ERCOT.

Agents can return to complete a TPV once the hold has been released.

Don't

Go back to a premise if the order has been canceled or IGL (unless specified by Support)..

Attempt to enroll multiple people at the same premise (3 max).

Use the same phone number and/or email address for multiple potential customers.

Attempt an enrollment from a distance to check for errors or deposits.

Create a new email for the customer to use during the enrollment.

ALL enrollments must be completed at a customer’s home unless it is a referral.

Do

Tell the customer that they are responsible for their final bill and contract cancellation fees.

Tell the customer that they must pay their first bill on time.

They must redeem their Welcome Bonus after paying their first bill.

Complete the enrollment at the client's home.

Set the right expectations with the customer.