Overview

You want to waive the disconnect fee that was applied for a specific date range to some accounts.

Solution

Please raise a support ticket with the following information:

Customer account number,
PremID,
ESIID
invoiceID
the date range for which the disconnect fees should be waived/reversed

We will reverse the disconnect fees for these accounts and inform you.

Pre-requisites

Access to QAT tool
Access to Client database
Access to the client-specific CSR site

Solution

Disconnect Fee or Disconnect/Reconnect Fee refers to the same term. Once applied to an account, this fee can then only be 'reversed'.

Steps

1. You need to verify if the disconnect fee has been applied to the given account(s) for the given time period.

Log in to the client-specific CSR site.
Search for the customer and navigate to the AR/Billing tab.
Look for the invoices belonging to the given date range by checking the values of the columns Invoice Date and Service Period.
Click on the Invoice# to display the details.
Click on the entry "Misc. Charge/Adjustments" to expand it. A row with the description "Disconnect Fee" should be displayed with the corresponding amount. Note this amount.

Alternatively, if invoiceID is given, run the query below to verify if the disconnect fee is applied:
```
select InvDetDesc, InvDetAmt, * 
from invoicedetail 
where invoiceid=29914874
```
In the query result, check the column InvDetDesc for the value 'Disconnect/Reconnect Fee'.
If there is an entry/row with this value, it confirms that the Disconnect fee was applied to the account. Note the InvDetAmt. Proceed with step 2 for reversing the fee.
If no row is found, then inform the client that the disconnect fee was not applied to the given account(s) for the given time period.

2. You need to enter Special Charges to reverse the disconnect fees applied on an account.

For a single account, apply Special Charge to the account using these steps:
Log in to the client-specific CSR site.
Search for the customer using the given account number.
From the resultant information, click on the option "Special Charge" from the list of options at the top of the screen (above the tabs Customer Info, Utility Accounts, AR/Billing, Communication Log)
On the next screen, populate the fields as follows:

Utility Account - Choose the UAN from the drop-down, if provided by the client. If not, let the default value remain.
Referenced Invoice - Choose the invoice having the given invoice # (invoiceID).
Charge Type - Choose Reconnect fee from the drop-down.
Amount - enter the amount (or InvDetAmt) noted in step 1 above with a negative sign to denote reversal.
The remaining fields can be left as-is.
Click on Save.

For multiple accounts, run QAT query ID 1303 to reverse disconnect fees on the accounts.
Populate the parameters as below:

Amount - enter the amount (or InvDetAmt) noted in step 1 above with a negative sign to denote reversal.
CustID - enter the given CustID. If customer account number is given, run the select query below to get the custID.

select custID 
from customer 
where custNo='3001947235'

ESIID - If not provided by the client, run the select query below.
Replace the parameter custID with the value found above.

select premno
from premise 
where custID = 975695

PremID - If not provided by the client, run the select query below.
Replace the parameter custID with the value found above.

select premID 
from premise 
where custID = 975695

SpecialChargeID
- This value is obtained by running the select query below.
For the client Spark Energy,
Pick the row in the query result for the column "Description" having the value 'Disconnect/Reconnect Fee Adjustment'. The value for specialchargeid in this row is 11.
For the client Stream Energy,
Pick the row in the query result for the column "Description" having the value 'Reconnect Fee'. The value for specialchargeid in this row is 2471.

This request is typically not raised by the client AEP Energy.

select specialchargeid, description 
from SpecialCharges
where description like '%reconnect fee%'

TaxAssessment - NULL

UserID - 0000

</supportagent>