E-Notifications for Credit Card Auto-Pay Customers
Written by Roxie Prieb
Updated at June 4th, 2025
1. What triggers an e-notification for expiring credit cards?
Customers enrolled in auto-pay will receive e-notifications (email and/or text) when their credit card on file is nearing expiration. These alerts are sent weekly for four weeks before the expiration date.
2. What if a customer has no email or text contact on file?
If a customer is marked as "mobile, no text" and has no email address, they will not receive electronic notifications. Instead, a snail mail letter will be sent two weeks before the card's expiration, ensuring all customers receive timely reminders regardless of digital access.
3. What should customer-facing staff do?
Staff should:
- Encourage customers to provide an email address and opt into text notifications.
- Explain the benefits of receiving timely alerts about billing and card expiration.
- Promote digital communication options during customer interactions.
4. What happens if a card expires and no notification was received?
If a customer's service is suspended due to an expired card and they didn't receive a notification (e.g., missing contact info), staff may reconnect service based on loyalty and long-term auto-pay history, waiving the reconnect fee upon updating the card information.