QA Broadcast: Update on Retention

In situations wherein the customer has requested to cancel the subscription, but has already submitted the same request a couple of months ago, here is what must be done and checked:

• Agents must check the Device Hash to see if there is data usage.

• If there is no data usage showing in Admin Tool, proceed with the cancellation.

• If there is Data Usage, please proceed with another retention since the customer is using the service.