Customer calls into Call Centre with a Cancellation request Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Agent attempts to resolve query as FCR Query resolved successfully? Transfer call to Retentions Logs escalation & advise customer of the process & TAT’s No Yes Feedback to customer with resolution & update SSS tickler In-Retention period Contract is 20 months and older In-Retention period Contract is 20 months and older Follow Query Escalation Process Process to follow

Retentions Agent attempts to SAVE customer Successful Save? Yes No Retention Agent applies SAVES process Retention Agent loads cancellation request on SSS SSS automatically writes over to BSCS / Network system Process Successfully cancelled? Yes No Resolved by Transaction Management INFO Advise customer of cancellation Roll-up process & cancellation fee INFO Advise customer of cancellation Roll-up process & cancellation fee

Agent verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Customer walks into Retail store with a Cancellation request Agent attempts to resolve query as FCR Query resolved successfully? Agent attempts to SAVE customer Successful Save? Agent logs escalation & advise customer of the process & TAT’s No Yes Feedback to customer with resolution & update SSS tickler No Yes Advise customer of cancellation Roll-up process & cancellation fee Query Escalation Process In-Retention period Contract is 20 months and older In-Retention period Contract is 20 months and older Agent applies SAVES process Agent logs cancellation request on Service Desk Process to follow

Agent logs cancellation request on SSS SSS automatically writes over to BSCS / Network system Process Successfully cancelled? Yes No Resolved by Transaction Management

Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Administrator attempts to resolve query as FCR via Query resolved successfully? Log cancellation request via Agent logs escalation & advise customer of the process & TAT’s No Yes Feedback to customer with resolution & update SSS tickler Customer s Cancellation request Query Escalation Process In-Retention period Contract is 20 months and older In-Retention period Contract is 20 months and older Process Does customer still want to cancel? No Yes

Agent logs cancellation request on SSS Fax/ is sent to Service Desk SSS automatically writes over to BSCS / Network system Process Platinum / Gold customer? Yes No Administrator loads cancellation on SSS & updates Retentions Campaign list Successfully cancelled? Yes No Resolved by Transaction Management