[Glynes Maxfield]

Hi all.
I was wondering if some of you are experiencing problems with ratepayers who have registered to receive notices by BPAYView who say they never get them, or claim they never registered for this.
In conversations I have been having with these callers, they seem to be only use banking apps on phones or tablets and it appears that documents delivered via BPAYView are not able to be retreived on the apps. However I could be wrong on this and some banking apps do have this facility, I know that mine doesn’t and others I have spoken to don’t either. (can’t remember which banks though)
I’d be interested to hear from anyone who has been experiencing the same problem and what, if anything, they are doing to overcome this.
I have been suggesting they register for email instead.
Thanks
Glynes

[Lisa Wynn]

Hi Glynes, we have had a similar issue here at Leeton. Apparently if a customer pays a bill through BPay once, a pop-up appears asking them if they want to sign up to BPay view and most do not read it and say yes to get the pop-up to disappear and therefore they are being signed up to something that they’re not aware of. We are now contacting ratepayers each week from our weekly BPay sign up reports supplied by our printhouse and ensuring they understand what they have signed up for and if required deleting BPay View from their account, and as you said recommending they sign up for enotices.
Hope this helps

Lisa

[Matthew Saunders]

Hi Glynes,

At Penrith we have had some similar comments from our customers. Some are saying they don’t remember registering and others are saying they don’t get any notifications from their bank.

I registered to get my notices by Bpay recently to see if there was any issue and I think the problem is at the customer’s end and not our end (or the banks). I think they are ignoring notifications and/or emails when they pop up.

I can’t obviously say how it is for every bank but I am with the CBA and I get an email and a Netbank notification when the bill has been issued. When I go to the CBA app I can click on the notification and it tells me who the bill is from and how much. From there I can pay (or do nothing) or open the bill. Bpay says depending on the bank customers either get a sms, email or bank message so they are getting notified one way or another.

It could be that people have the wrong email with their bank, or get too many notifications and ignore.

We are planning on doing a mail-out to some of our BPayview customers soon to make sure they are getting their notices.

Kind regards,

Matthew

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