Table of Contents
Where is my Payment?
Verify when and how how their payment was sent
Mailed Checks
Some mailed checks can take up to a week for us to receive them. If the customer calls in concerned about their payment being “missing”, advise that occasionally there is a delay in us receiving checks by mail. If they are nearing the end of their grace period extend it by 2 weeks to ensure continued service. Make sure the customer knows that we will not turn off their service, and that is likely that we will receive their payment withing the next couple of days. We will call the customer once the payment has bee received. Create a ticket.
Bank Bill Pay
Most people are unaware that payments are not ACH and that their bank actually physically cuts and mails us a check through the US Postal Service. Their bank does however remove the funds from their account when it is printed to ensure the check can be processed. Since the checks are physically mailed, occasionally there can be a delay in receiving the customers payment. Once an account nears the end of it's grace period customers are notified with an automated email. There can be some confusion as to why we have not posted their payment when the funds have already been removed. If the customer calls in concerned about their payment being “missing”, explain the bill pay process to the customer and notify them that we will watch for their payment and call them as soon as it is received. If they are nearing the end of their grace period extend it by 2 weeks to ensure continued service. Make sure the customer knows that we will not turn off their service, and that is likely that we will receive their payment withing the next couple of days, and that we will call them once payment is received. Create a ticket.