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Answer

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If the cx knows anyone with access to their account.

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Check for typos in the email address

Check for any other email address they may have used

Check to see if another household member may have created a subscription

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Which Subscription would you like to keep?
Who might have access besides yourself?

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email (correct spelling), what devices are connected to the account, billing info

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In what ways have they signed up for hbo max.
Any other email addresses they use.
NBA would be to ask them which subscription they want to retain and which to cancel.

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ask the customer for exact spelling of email make sure no typos.
ask if anyone else in home has access.

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Is there another email that it could be?
Is there a family member that could have set up an account?
Is there someone else that could have access to their info?
Did you mean to sign up with another provider?

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does the customer know anyone who has access, or have they tried signing up multiple times

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if there card info hasn't been updated or transactions denied

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if there card info hasn't been updated or transactions denied

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Which one they wanna keep
Double check spelling

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What email are you using?
Are you entering it in correct?
Is there any other email you could have used?

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Check for typos in the email address. Check for any other email address they may have used. Check to see if another household member may have created a subscription - Jesse V

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Check for typos in the email address. Check for any other email address they may have used. Check to see if another household member may have created a subscription - Jesse V

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Entitlements / Invoice History / Charges

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Did they know about the other account?
What is their email?

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invoice history

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Under entitlements

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Invoice history under Entitlements

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Invoice History

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Under Entitlements / Invoice history - Jesse V 

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Under Entitlements / Invoice history - Jesse V 

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in the entitlements tab under invoice history

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Are there any typos is the email address?
How did they sign up with Hbo max?
Did they have another email address used before?

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who billed the cx ?
do they know if they have any other subs under different email addresses ?NBA 000001198

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Entitlements / Invoice history

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invoice history

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the customer has a complaint about tax

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In the Entitlements sections of the CX Tool

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The card may have expired

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When we are not able to access their billing info - MVPD (outside ATT / Cricket)

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Under entitlements then invoice history

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under entitlements

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entitlements

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Expired billing info

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Unable to bill the card on file

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For Non DTC customers

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under entitlements

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Entitlements / Invoice History - Jesse V

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Entitlements / Invoice History - Jesse V

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Entitlements / Invoice History

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yes under invoice history

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Ask the customer if anyone in their household may have signed up.

Ensure that there are no typos or errors with their email.

See if any other emails may have been used.

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in entitlements, then invoice history

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Subscription is not paid and billing cycle ended.

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Mvpd cx

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Multiple charges

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3 Unsuccessful billing attempts

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when they are a MVPD customer

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Active, Expired

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MVPD customers who we have exhausted all troubleshooting options

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in entitlements

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Active and Expired

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Invoice history

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Expired and active

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When the transaction couldn't process the billing information due to funds - Jesse V

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When the transaction couldn't process the billing information due to funds - Jesse V

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It would be under entitlements then invoice history.

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Have you signed up before? Do you have any other possible email address?

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Yes under invoice history

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Yes, under invoice history in the entitlement section

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entitlements

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Yes, We can view their billing history on the invoice tab

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3 failed charges would change the status to unpaid

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any time we've used all our resources and aren't able to resolve, such as getting billed multiple times

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expired card

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Payment card failed

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expired and active

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If the cx ask to speak to someone else and all resources have been exhausted

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Entitlement>Invoice History

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If they are subscribed through an MVPD and we are unable to resolve their issue.

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If they are not MVPD, yes, we should be able to tell them about recent billing transactions

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Yes we can discuss the invoice history with customer if it is billed through us

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in entitlements tab under invoice history

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under the entitlements tab in the invoice history next to payment amount.

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Multiple charges
Customer insists and continues to push back

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We would redirect MVPD customers to their provider.

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yes

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yes, under invoice history. To confirm payments made

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Ask the customer for exact spelling of email and confirm their provider

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If we are unable to resolve the issue and we have utilized all of our resources, then we would raise to next level.

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It would show as expired.

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Active, Expired

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If the customer is seeing an error we can send a screenshot when we raise it to help customer

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Invoice, and Entitlements

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Invoice History show how many time a cx payment was tried and the dates

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Unpaid and Active

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Active,expired, &spam

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Yes we able to inform the customer when and how much they were charged for.

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if the customers account had 3 unsuccessful charges

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when the customer is pushing back.
multiple charges

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MVPD customers would need to be redirected to providers.

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After unable to resolve
collect all the info needed before moving it on up to the next level

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is anyone else using your account? witch subscription would you like to keep?

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expired
deleted

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yes we are able to go over charges

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Expired, Active

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Active Expired

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Under Entitlements and invoice history