Overview

Enrollments can be rejected by the utility for reason '05: POOL OPTION, BILL OPTION, OR RATE NOT VALID'. This message can be displayed when there is a discrepancy between the rate amount in the CSR portal and the LDCRateCode sent to the utility. This article provides the steps to verify if this is the case and fix the issue to then be able to resubmit the enrollment.

Prerequisites

• Access to the CSR portal
• <supportagent>Access to the CIS database</supportagent>

Solution

1. Log in to the CSR portal.
2. In the Search section on the top-right side of the screen, select Customer Name from the drop-down, enter the customer name, and click on the search icon.
3. Once the resultant account information is displayed, note the Account# on the top left side.
4. Navigate to the Billing Information section.
5. Click on the Search icon beside Rate Code.
6. Note the Amount column value.
7. Create a support ticket indicating the enrollment for this customer's account has been rejected with reason 5: POOL OPTION, BILL OPTION, OR RATE NOT VALID. Make sure to include the following details:
   • Customer's account number acquired in step 3.
   • Rate amount acquired in the previous step.
8. <supportagent>Once the rate amount has been acquired or provided by the client, check the LDCRateCode sent to the utility using the queries below:
   

   use paes_aepenergy;
       
   select r.rateid, ratecode, ldcratecode, * from rate r
   join customer c on c.rateid=r.rateid
   where c.custno='<Account Number provided by the client>'
       
   use paes_aepenergy;
   select * from ldcratecodematrix 
   where ldcratecode='<value acquired in previous query>';    

   In the query result, check the Rate Amount column.
9. Compare the Amount (acquired in step 5/provided by the client) and the Rate Amount acquired in the previous step.
   • If the Amount and Rate Amount values are not the same, inform the client about the discrepancy. Advise them to have the rate that is displayed in the CSR site synced/updated on the ldcratecodematrix table and also with the utility. Or, request them to give us a different rate code to use for the enrollment transaction.
     

     Note: The client can decide to pursue the rate discrepancy with the utility and inform us about the resolution. This is a typical case.

     If the client provides a different rate code, update the LDCRateCode for the account using the query below: 

     begin tran update Rate 
     set r.LDCRateCode='<LDCRateCode provided by the client>'
     from Rate r
     join Customer c on r.RateID = c. RateID
     where CustNo in ('<Account Number>')

   • If the Amount and Rate Amount values match, the rejection was caused either by a mismatch between the product and utility or because an incorrect pool option was included in the enrollment.</supportagent>

Testing

<supportagent>Once the changes have been made, the rate amount discrepancy will no longer be present. Verify in the CSR portal that the rate code has been updated correctly. If this is the case, the enrollment transaction can now be resubmitted.</supportagent>

Once the required changes have been made and the enrollment has been resubmitted and accepted by the utility, the account status displayed in the CSR portal for the account should be Enrollment Accepted.