The issue is that customers on the cutoff list are not paying the full $30 fee ($15 for disconnection and $15 for reconnection). The current portal does not clearly display this information, making it difficult for customer service to verify payments accurately.

When a customer pays only their past-due bill without including the required $30 fee, their service will not be reconnected, leading to their frustration. Our customer service team currently searches for these customers using a report that is limited and informs customers of the outstanding $30 fee, but this process is inefficient. A clearer, more streamlined solution is needed to improve transparency and customer communication.

1. Enhanced Portal Display
   • Modify the portal to clearly display:
   o Total past-due amount
   o Required $30 fee breakdown
   o Amount paid vs. outstanding balance
   • Add a clear notification when a customer attempts to pay their past-due balance without the full reconnection fee

2. Automated Reporting for Customer Service
   • Generate a real-time cutoff list that includes:
   o Customers who have not paid the full $30 fee.
   o Amount paid vs. amount due.
   o A flag indicating whether their service is still disconnected due to partial payment.
   • Automate this report so that customer service can quickly access it