ARB DECLINED CARDS

SCRIPT:

Thank you for calling The Protection Plan Center. My name is “YOUR NAME”.

Can I have your phone number with area code to pull your account up? Okay, this is___________ I’m speaking with?

 

The reason for the call today is we need to get your account payment status updated to avoid any lapse in coverage.

I see here you have one of our many protection plan products that you signed up for on _______,

 

Your credit card declined for your monthly fee.

Currently your past due amount is $________ for your ( Products/Plans)

All I will need today is another credit card I can update your account with. What is the updated credit card number?

**if credit card number is questioned, like, “ cant you see my card?)

Response=    your credit card information is encrypted -and verify cx address and/or email instead for verification

 

 

*FOR EXPIRED PLANS WITH PAST DUE BALANCE *

  1. try to collect the past due balance in full – concluding in:  how do you want to pay?

OBJECTION.

  1. *if I were able to discount the past due balance by 50% could you satisfy the balance today to avoid collections? (Advise cx what amount due is today)

If No –Well, I know this call was probably unexpected, so there may be one more avenue I may be able to  take- have you had any medical issues, employment changes or income hardships in the last year?

 

IF YES-      So we do give considerations for hardships that   will help avoid the collections process, waive your past due balance , and preserve your plan with it’s coverages.  What we do is sign you back up for the lowest introductory rate which is much less than what you currently have outstanding.

IF NO-  WE WILL HAVE TO FORWARD THIS AMOUNT TO A COLLECTION AGENCY. ARE YOU ABLE TO PAY ANY PORTION NOW AND WE CAN SET UP A PAYMENT PLAN FOR THE REMAINING BALANCE?    WE CAN WORK WITH YOU ON PAYMENT DATES. HOW MUCH CAN YOU PAY TODAY?

IF CX CAN PAY A PORTION, SEND TASK FOR PARTIAL PAYMENT AND SET UP TASKS TO F/U ON REMAINING BALANCE DUE.

 

WHAT IS THIS FOR?

PROTECTION PLAN: I strongly advise you to keep this plan active. This is what covers your equipment if anything was to break or if you ever needed a technician to come out to your home and work on your service. Without coverage, technician visits can cost up to $99 per visit alone. This small fee is what prevents you from out of pocket costs. Can we go ahead and keep this plan active?

PC SUPPORT: I strongly advise you to keep this plan active. This plan protects you from threats like hackers and viruses plus gives you 24/7 support on your computers, smart phones, TVs, and tablets. This plan works similarly to Geek Squad, only its half the cost. So can we go ahead and keep this plan active?

ID THEFT:  I strongly advise you to keep this plan active. This plan protects your entire family with identity monitoring and covers you with up to 1 million dollars in identity theft warranty. This even offers lost wallet assistance and helps prevent credit card fraud. So can we go ahead and keep this plan active?  

 

( If Yes) -Can you please verify the card number? The expiration date? And the CVV code? Great we will start using this for the monthly charge.- Great, I have updated your account you are all set.

( If No) –we simply want to ensure that you have uninterrupted access to a service you already deemed to be valuable and invested in and we are trying to preserve it, and avoid any disruptions – what card do you want to use?

 

(If yes )- Great, I have updated your account you are all set.

Thank you so much for choosing us. We appreciate your business and truly appreciate every customer’s opinion. We would love to hear about your experience with The Protection Plan Center. Please go to BBB.org to search: Protection Plan Center in Ohio. I hope this call has earned us a 5 Star review in your opinion. Make sure in the review you leave your first and last so we know it is you.  It would really help us if you had the time to leave the review since reviews help us keep up with your needs and they also help others like you to make confident decisions when choosing a protection service. Thank you for your time, and have a great day.

 

(If no) – I understand your hesitation, however we are not trying to sell you anything. I see here you are already a customer with us  we are simply just trying updating your card information as it has declined for your monthly service. Can you please provide me with the correct information?

 

 

ADDITIONAL REBUTTALS:

 

I DON’T WANT THAT PLAN / JUST CANCEL IT:

PROTECTION PLAN: I strongly advise you to keep this plan active. You secured a heavily discounted rate – about 50% off the retail price! Can we go ahead and keep this plan active?

PC SUPPORT: I strongly advise you to keep this plan active. You secured a heavily discounted rate – about 50% off the retail price! Geek Squad charges double for the same plan. This plan protects you from threats like hackers and viruses plus gives you 24/7 support on your computer, phones, TV, and tablets. Can we go ahead and keep this plan active?

ID THEFT:  I strongly advise you to keep this plan active. You secured a heavily discounted rate – about 50% off the retail price! This plan protects your entire family with identity monitoring and covers you with up to 1 million dollars in identity theft warranty. Can we go ahead and keep this plan active?

CX STILL WANTS TO CANCEL :

I’m sorry to hear that. Unfortunately if you choose not to pay the outstanding balance we will have to turn this over to our collections department because you’re currently past due  I really don’t want to have to do that.. What payment method did you want to use to clear the outstanding balance to avoid collection attempts?

 

Please keep in mind that until this past due balance is satisfied collection efforts will continue. I would strongly suggest getting this taken care of today.  If you d not have funds available today, we can setup a payment for up to 30 day from today. What day will you have the funds available?

 

NEXT STEP

Customer Support #s

 

Protection Plan – 800-656-6119

PC Support/ID Theft – 800-540-3350

5 Devices – 800-939-7115

Med Alert – 877-633-7070

 

STAX Logins:

 

CLICK HERE TO ACCESS STAX BILL

https://admin.staxbill.com/Account/Login