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AutoPay - Adding, Removing, Changing Automatic Payments- Article no. 5526

Estimated Reading Time: 10 Minutes
227   February 14, 2024  Billing and Account Help 0

Introduction

Work from Home Agents (internal agents only): instructions for Credit Card Payments

  • Astound grants internal agents (this does not apply to outsource partners) the ability to input and process credit card payments while assigning autopay.  
     
  • Employees are not allowed to document, record and save any credit card information using applications like MS Notepad, WordPad, etc. on their computers, notebook / paper, etc.
     
  • Video (e.g. Zoom) must be enabled at all times while handling customer calls and all sessions are automatically recorded
     
  • Outsource partners contact your site leadership for assistance

 

  • Existing Customer
     
    • When AutoPay is assigned, a payment is taken for the amount due; ensure funds are available at set up
       
    • Going forward, payments are taken on the statement due date 
       
      • Email payment confirmation to preferred email address sent approximately 5pm when deducted
         
    • BOLT requires a preferred email address during autopay setup
       
    • AutoPay payments do not generate when bill statement is less than $1.00
       
    • Transfer from accounts pay any remaining balance on their original due date
       
    • Avoid partial payments prior to set up. If a partial payment was made, the remaining amount due is still taken at set up
       
      • This results in two payments being taken on the same day
         
  • New Customer
     
    • The first AutoPay payment is taken on the due date of the second bill; late fee is not assessed (payment is not taken for first off-cycle bill)
       
  • Non Pay Status: Setting up AutoPay does not cancel a non pay
     
    • Prior to set up, take a manual payment to cancel the non pay; do not charge the convenience fee
       
    • Let the customer know when AutoPay is setup, the remaining amount due is withdrawn immediately
       
  • The balance due is synchronized on the payment due date posting. Examples:
     
    • If a customer is billed $200.00 and they received a $50.00 credit, the payment amount is $150 on the due date
       
    • If a customer is billed $200.00 and ordered a $49.99 PPV mid-bill cycle, the payment amount is $200 on the due date
       
  • Pending Payments display as AUTOPAY on the General Ledger, Collections History, and MOP/Payment History tab when AutoPay is assigned
     
    • BOLT and ICOMS display a zero pending payment balance until payment posting
       
  • Transfer of service: ACH information transfers to new account but must be re-assigned; credit card information transfers and is assigned automatically
     
  • Rejected MOPs: Must take a one-time payment prior to setting up autopay
     
    • ACH/checking account payment rejection: take a one time payment with a different MOP
       
      • When the payment is made, use any MOP
         
    • Credit / debit card payment rejection: attempt a one-time payment using the same card
       
      • If successful, AutoPay can be re-assigned
         
  • 5 days prior to the payment due date, customers receive a payment due reminder email to preferred email
     
  • Expiring autopay CC's receive and email to preferred email to update the card expiration date
     
    • After 120 days, inactive and unused CC's are purged from the account. Payment history is still available; MOP information is not
       
  • Local Office (not Payment Center) Front Counter personnel are able to add, change or remove autopay

Resolution Steps


  •  
  • Select Customer Info Button and Add a preferred email address
     
  • Select MOP / Payment History tab
     
  • Select Add New MOP
     
  • Click the radio button next to the MOP; select Assign AutoPay
     
  • Read scripting to customer; tell customer the balance due is withdrawn immediately; then drawn on the statement due date going forward
     
  • Click Assign
     
  • The payment coupon on the statement reads AUTOPAY
     
    • If the customer has multiple statements, assign MOP to the appropriate statement
       
    • If the customer wants the same MOP on both statements, see Special Note for Customers With Multiple Statements below
       
  • The MOP turns Green to indicate that automatic payments are active on the account
     
  • Refresh BOLT to see the pending payment taken at AutoPay setup
  1. Task CM
     
  2. Click on Blue Down Arrow for page 2
     
  3. Verify/Add preferred email address; preferred email is required for autopay setup
     
  4. Task MP
     
  5. Click on ADD in the Left Nav Bar
     
  6. F4 or click on the question mark to view the options available for methods of payment
     
  7. Choose the appropriate code, select Request, and then OK
     
    • 7-DIRECT DEBIT- ACH WITHDRAWAL
       
      • Note: If a number already exists in the box, clear the number and enter number 7
         
    • 12- VISA 16
       
    • 13- MASTERCARD
       
    • 14- DISCOVER
       
    • 15- AMERICAN EXPRESS
    • Note: Never choose Option 16
  • Leave provider number blank
     
  • In Account Number field, enter credit card number
     
  • The Account Title field must reflect the name on the credit card
     
  • Enter Expiration Date in Expiration Date field
     
    • Note: The expiration date must be 6 characters long. You will need to insert the last day of the month
       
    • Enter the month / last date of the month / year of expiration
       
    • Example: If the expiration date on the card is 08/18, you must enter 083118
       
  • Press Enter
    • Enter the 9 digit Routing Number in the Provider Number field
       
    • Enter the customer's Checking Account Number in the Account Number field
       
    • Press Enter (verify correct bank populates)
       
    • Choose Checking in Bank Account type (Never choose Savings)
       
    • When setting up AutoPay with a checking account, recite the following message to the customer - this is required:

      We are requesting your authorization today, x / x / 2022, to charge the amount of $xx.xx from your ________ (account) ending with xxxx. 
      This includes the agent assistance       fee of $x.xx.  At any time prior to the processing of this transaction, you may cancel this authorization by calling us back at:
       

      • Digital West, CA Residential: 1-833-373-9378:
         
      • All Other Residential Markets: 1-800-427-8686
         
      • Digital West Business and Enterprise: 1-888-781-9378

      • CA, OR and WA Business: 1-833-249-2786
         
      • CA, OR and WA Enterprise: 1-888-317-0488 
         
      • Grande TX Business: 1-833-249-2786
         
      • Grande TX Enterprise: 1-866-218-2255

      • enTouch TX Business: 1-833-249-2786
         
      • enTouch Enterprise: 1-866-218-2255
         
      • DC Metro, IL, MA, NY and PA Business: 1-833-249-2786
         
      • DC Metro, IL, MA, NY and PA Enterprise: 1-833-447-1090

      • Wholesale  all markets:  1-800-246-2455


    • Do I have your authorization to process this transaction?
       
      • If the customer says no, exit out of the payment process and note the account
         
  • Highlight the Method of Payment
     
  • Click Assign
     
    • If the customer has more than one bill statement a window will appear asking you to assign the MOP to the appropriate statement
       
  • If the customer wants AutoPay on each statement, you must add the MOP in duplicate for every statement to which AutoPay is being assigned and Assign AutoPay to the statement
     
    • Customers who elect to establish automatic payments will receive a printed monthly bill
       
    • If the customer changes their monthly bill from US Mail to eBill the bill handling code needs to be updated on the Statement Configuration screen
       
    • See How to Make Changes on the Statement Configuration Screen
This feature automatically moves a pending auto payment from one method of payment to another when changing the payment method
 
  • Important: Do not unassign the existing Method of Payment
     
  • Select MOP / Payment History tab
     
  • Verify the Method of Payment to use, click Add New MOP when needed.
     
  • Click the radio button next to MOP; select Assign AutoPay
     
  • Read the scripting to customer; click Assign
     
    • Make the customer aware AutoPay continues uninterrupted
       
    • The payment coupon on the billing statement reads AUTOPAY
       
      • If the customer has multiple statements, assign the MOP to the appropriate statement
         
      • If the customer wants the same MOP on both statements, see Special Note for Customers With Multiple Statements below
         
  • The MOP turns Green to indicate that automatic payments are active on the account
This feature automatically moves a pending auto payment from one method of payment to another when changing the payment method
 
  • Important: Do not unassign the existing Method of Payment
     
  1. Task MP
     
  2. Click on ADD in Left Nav Bar
     
  3. F4 or click on the question mark to view the options available for methods of payment
     
  4. Choose the appropriate code, select Request, and then OK
     
    • 7-DIRECT DEBIT- ACH WITHDRAWAL
       
      • Note: If a number already exists in the box, clear the number and enter number 7
         
    • 12- VISA 16
       
    • 13- MASTERCARD
       
    • 14- DISCOVER
       
    • 15- AMERICAN EXPRESS
       
      • Note: Never choose Option 16
  • Leave the provider number blank
     
  • Place the credit card number in the Account Number field
     
  • The Account Title field should reflect the name on the card
     
  • Place the Expiration Date in the Expiration Date field
     
    • Note: The expiration date must be 6 characters long. You will need to insert the last day of the month
       
    • Example: Expiration date is 11/17 you would enter 113017
       
  • Press Enter
    • Enter the 9 digit Routing Number in the Provider Number Field
       
    • Enter the customer's Checking Account Number in the Account Number Field
       
    • Press Enter
       
        • Verify that the correct bank populates on the screen
           
        • Choose Checking in Bank Account type (Never choose Savings)
    • When setting up AutoPay for Checking Accounts, recite the following message to the customer - this is required:

      We are requesting your authorization today, x / x / 2022, to charge the amount of $xx.xx from your ________ (account) ending with xxxx. 
      This includes the agent assistance       fee of $x.xx.  At any time prior to the processing of this transaction, you may cancel this authorization by calling us back at:
       

      • Digital West, CA Residential: 1-833-373-9378
         
      • All Other Residential Markets: 1-800-427-8686
         
      • Digital West Business and Enterprise: 1-888-781-9378

      • CA, OR and WA Business: 1-833-249-2786
         
      • CA, OR and WA Enterprise: 1-888-317-0488 
         
      • Grande TX Business: 1-833-249-2786
         
      • Grande TX Enterprise: 1-866-218-2255

      • enTouch TX Business: 1-833-249-2786
         
      • enTouch Enterprise: 1-866-218-2255
         
      • DC Metro, IL, MA, NY and PA Business: 1-833-249-2786
         
      • DC Metro, IL, MA, NY and PA Enterprise: 1-833-447-1090

      • Wholesale  all markets:  1-800-246-2455


    • Do I have your authorization to process this transaction?
       
      • If the customer says no, exit out of the payment process and note the account
         
  • Highlight the new Method of Payment and click Assign
     
  • Click Confirm in the Pending Payment MOP Swap window
     
  • The MOP has assigned to AutoPay and pending payment moved to the new MOP
     
    • ICOMS returns a message - Pending Payments were changed due to the assignment of a new Customer MOP
       
    • If the customer has more than one bill statement a window will appear asking you to assign the MOP to the appropriate statement
       
  • If the customer wants AutoPay on each statement, you must add the MOP in duplicate for every statement to which AutoPay is being assigned and Assign AutoPay to the statement
Change
  • Highlight the Automatic Payment information, listed in Green
     
  • Click on Update
     
  • Change the date listed in the Expiration Date field
     
  • Note: Changing the expiration date does not interrupt the payment cycle

contents here

Updating the Credit Card Expiration Date
 
  • Highlight the Automatic Payment information
     
  • Click on Change
     
  • Change the date listed in the Expiration Date field
     
  • Note: Changing the expiration date does not interrupt the payment cycle
  • A system limitation prevents BOLT the ability to choose statement 2
     
  • Use ICOMs to add or change the MOP and assign AutoPay on a second statement
     
  • When the customer wants AutoPay on each statement using the same credit card or ACH:
     
    • Add the MOP in duplicate with ICOMS for every statement
       
    • Assign AutoPay to the second statement using ICOMS
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AutoPay - Adding, Removing, Changing Automatic Payments- Article no. 5526
Estimated Reading Time: 10 Minutes   February 14, 2024 0

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