Why is an Opt Action not successful when a customer is requesting an Opt-down/up?

Account actions for both PG&E and a CCA reflect on the following billing cycle. If a customer has a pending rate change with PG&E, this would prevent any opt-down/up actions on the CCA’s side. If done through the Web or IVR, a report is sent to the back office to manually update.

If the customer calls the Contact Center, the PG&E’s account action will need to resolve before a CSR can process an opt down/up action.