cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

A step in the right direction. Now we need to have a 3 day grace period or the option to have autopay do its magic 3 days before its due. Give people more time to fix the issue before losing their service.

Highlighted
Oracle

Re: SMS Notification for Autopay Error

@RobertQc   both those ideas were suggested by oracles when we were given the heads up  of the change.  but i would also suggest that actually fixing the autopay failing issue would be a better resolution.  mindyou there is no fix for expired cards.

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

"mindyou there is no fix for expired cards."

 

Noone was expecting a fix for expired cards. Expired cards is not even an issue as it is the responsibility of the customer to update their card when a new card is issued.

 

Trying to update the card with a new card and having the system lock out the customer is also another issue that needs to be fixed.

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

 @geopublic 

 

Edit:

Who said anything about expired cards?

The rest...absolutely.

 

Funny. I interpreted that line as simply saying that there is no way to fix that problem. Not that it should be fixed. That's why I overlooked it. 🙂

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

I personally consider the message that your card will expire in a week the solution to the expired card issue. More than enough, if you fail to react, you probably intended to suspend your account. You should never block 611

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

 @Catherine_T 

Y'know...taking money is the primary reason of existence for a company. When customers are willing to give you their money...the company should never fail at doing so (other than customer error/oversight).

So instead of being certain that a payment card charge is bulletproof (other than customer error/oversight), you'll send a text saying that for some unknown bullet-riddled reason, we didn't take your money. Please try again to give us your money. Because apparently we're not very good at it. Embarrassing.

Fix. The. Problem.

Then you won't have to send out these embarrassing texts saying that your money-taking system failed.

 

Now...customer errors/oversights on the other hand...that would be much more helpful. As much detail as possible. And for heavens sake, get rid of the apt# field.

 

There. There's what I think of this new feature.

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

@Catherine_T Thank you very much. This is a very useful and essential feature for the service. This should decrease the number of questions about failed Autopay or Expired plans while on Autopay.

Highlighted
Oracle

Re: SMS Notification for Autopay Error

There is no substitute for fixing the root of the problem with the renewal system.  Those who experience autopay failure due to no fault of their own should be afforded a continuation of service for 48 hours (i.e., moderator interaction time) to allow for an intervention to restore the affected account to active status.  This is an equitable solution.

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

@Catherine_T   While the new SMS message to customers might be helpful in notifying them of an issue with the payment not going through, I also think the service shouldn't get suspended and having a day or two of grace period to allow both the customer and PM to fix it, especially given that most of the time, it seems, that it was PM's payment system at fault.

 

Also is there a reason why the wording for the message customers currently see when renewal is happening can't be changed from the current ones of expire/suspended etc, unnecessarily alarming some customers.  Why not just a simple message stating that the account is going through renewal?

Highlighted
Mayor / Maire

Re: SMS Notification for Autopay Error

Instead of sending text message to subscriber first, moderator_team should get the failed renewal message and keep that account working until after moderator has a chance to find out what when wrong. 

 

If the renewal problem is due to PM server, moderator manually takes fund from autopay cc to pay for renewal and fix the account renewal issue without subscriber knows about it.

 

If renewal problem is due to credit/debit card issue, send out text message and suspend that account.

Need Help? Let's chat.