Introduction

Frequency changes accommodate customers’ preferences for adjusting payment cycles.

Why Frequency Change?

Frequency changes allow flexibility for customers in aligning their payment schedules with their financial preferences.

 

Step 1 – Confirming New Due Date and Payment Cycle

Begin by confirming the new due date and the payment cycle the customer desires.

 

Step 2 – Calculating Payments Due

Calculate the total amount of payments due leading up to the new date.

 

Step 3 – Processing Payment

Process a payment for the calculated amount to ensure the account is up-to-date.

 

Step 4 – Changing Due Date

Change the customer’s due date to match the new due date requested.

 

Step 5 – Managing Auto Pay

Delete all failed and pending auto-pay transactions to avoid any issues.

Schedule a new auto-pay to match the customer’s preferred frequency and due date.

 

Step 6 – Escalation to CX Manager Queue

Escalate the frequency change request to the CX Manager queue for further review and approval.

 

 Note: Frequency change is not finalized until it is reviewed by the Back Office Team