CWP
41 results found
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credit card failure note
message auto populates on CWP when ccd payment fails so the customer can see what and why in their account history. It could say declined or ISF or something.
3 votes -
expiring credit card
CWP already has an email on file for a customer so an automatic email when a ccd is about to expire and when it has expired would be useful to limit account touches on our part
3 votes -
MFA CWP 3.0
We would like to be able to offer MFA for the CWP to our end users.
Posted on behalf of Curry Water
2 votes -
email update
When a customer signs up for CWP with an email address this is NOT added in the communication preferences screen, which therefore does not update UMS. It is making double work for someone, either the customer or us. If the customer is already signing up with an email address, that email should populate in the preferences screen and on UMS, and land in the UMS audit screen to save time and most importantly, frustration on our customers' side. They're thinking when they sign up they are all updated and ready to go, but that is not the case.
4 votes -
autopay setup too cumbersome
big autopay button at top of page only takes the customer to ccd autopay. that should be customizable based on what we want them to use the most or take them to all of the options.
also, setup for autopay for ach draft is too many steps compared to other signup portals. we get a lot of complaints and questions about how to set up autopay.
2 votes -
Customer Portal -Fee Codes
When a customer logs on to the portal and they are looking at there history, it would be super helpful to have penalties/ late charges named instead of showing “misc. charges.
1 vote -
CWP - Customer changes are not reflected in UMS Audit Tab
We have several customers who make changes to their CWP account but the changes are not visible to the CSR. So when the customer calls with issues or saying they edited their payment methods two months ago, nothing shows in UMS. To assist our CSR's with disputes, please bring audit trails from CWP into UMS.
1 vote -
CWP - Prevent Multiple ACH Linked Accounts via PLAID
We are seeing multiple ACH entries to the same checking account which confuses the customers. The process the customers goes through with PLAID, if they click 'Link' will add an additional line entry.
1 vote -
2023 User Summit- Allow a customer to ONLY change the exp. date on CC
Currently, when a CC expires, they have to go in and delete the entire card and then add a whole new wallet ite, Allow them to just change the exp. date.
8 votes -
variable surcharge
earlier payers pay a reduced surcharge for credit cards that goes up as it gets closer to the due date. or an added fee for call in ccd payments versus the standard fee for online ccd payments
1 vote -
Ability to edit standard "payment received" email receipt through portal
I'd like the ability to edit the standard electronic payment receipt that is sent to end users when they make a payment on the portal.
2 votes -
Approaching Bill Due Date Notification
Customers need the ability from CWP to establish bill due date reminders 5 days in advance. If this could be configurable that would be great, but a 5-day notice would be sufficient initially. These reminders may be delivered via email, text, and sms.
20 votes -
Auto Pay Sign Up during Payments
Feedback received from Rockin M Gas, LLC:
Some end users find the Auto Pay Sign up through the Payment process as not user friendly. The users inadvertently check to add auto pay when approving the payment, when not intending to set it up. The two checks boxes on the website are so close together that it is confusing and easily in error checked.
2 votes -
Please have disconnection date show on penalty notices that appears on payment portal
Penalty notices on the payment portal need to show the disconnection date. Some customers only use the portal and do not look at paper notice in the mail. It is important when we cut off the meter that the notice has the date shown.
1 vote -
2023 User Summit-CWP Tool Tips
Currently on the CWP when someone is registering there is not a lot of description for the end user to help guide them when issues are encountered. Example: I have had several customers call us saying they cant register, turns out their username is not being accepted as a valid user name. All the information that is given is a red box around the user name. There is no description of what is wrong so the customer calls after they have tried to change it 2 or 3 times and it still shows red. It would be nice if there…
4 votes -
Be able to add documents to the wallet page
We want to be able to add help documents for our customers to the wallet page
1 vote -
1 vote
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Electronic Payment Failure Reasons
Display reason for payment failures on the customer portal. It would be helpful when dealing with a customer in the moment to know the reason their payment failed; currently we have to reach out to support and the delay is unacceptable to the customers.
4 votes -
Utility Facing Application In CWP
We often hear from customers that require assistance in navigating the CWP for Auto Pay, etc. We have no way to see what the customer is seeing with regard to pay methods and as such it is difficult to assist resulting in frustrated customers. Please allow us to see at a minimum a portion of the pay method/card and expiration date to bettter assist our customers.
6 votes -
Allow for relocation/moving message boxes & pics on Web Portal.
Make it possible for users to move/relocate/resize messages & photos that they have uploaded to prevent one from overlapping the other. It would keep the web portal looking much cleaner and easier for customers to read/view what we put on the portal for them to see - which is important information.
1 vote
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