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How do we process renewals for suspended customers ?

If a customer’s services are suspended and its account is with in-house collectors, the auto-renewal happens as normal.

The auto-renewal is only cancelled when the customer is passed to a collections agency. If the customer auto-renewed after its services were suspended, then the renewal agreement is rolled back and renewal value is disregarded.

Customer has to pay all outstanding amounts and catch up amounts to be reinstated, account activated, then proceed to renew agreement on Team hub

Reference: Renewals policy and FAQs here

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