CWP
43 results found
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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.
6 votes -
CWP: payment(s)/ user fees
CWP: Customer option to pay all/some of their accounts at one time, and NOT pay a separate user fee for their multiple accounts.
3 votes -
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.
5 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
5 votes -
1 vote
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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.
4 votes -
We would like to see the customer names on the printed payment receipt for credit or debit card payments made on the payment portal.
Add Customer Name next to the Account Number on the printed payment receipt from the Payment Portal. I have been writing the customers names onto the printed receipts after making a debit or credit card payment. I am not sure if anyone has already placed an idea for this.
1 vote -
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.
7 votes -
payment agreement view
customers logging into the CWP see "past due" but then see the balance for the month paid when they are on a payment arrangement. i had to explain to the customer that they already paid the current charges and installment amount this month but the past due must be there b/c there is a balance overall. it would be nice if the customer can see current versus arrangement and keep track of where they are. the more the customer can sort out on the cwp, the less likely they are to call the office.
2 votes -
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.
2 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 -
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.
10 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 -
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.
2 votes -
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…
7 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 voteWe need more votes on this request.
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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.
21 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 -
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.
5 votes
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