QA Broadcast: Update on Retention
Published · updated
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.