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Topics
Business Customers
Question:
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Is the recurring payment functionality, via the Online
Bill Pay, available to both business and residential
customers? |
Answer:
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Online Bill Pay is available to residential customers
only at this time. |
Question:
|
Can a business customer call into SureWest and make
a one-time credit card or check payment? |
Answer:
|
Yes. |
Question:
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Can a business customer call into the automated payment
system (over the phone) and make a one-time credit card or check
payment? |
Answer:
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At this time, they can only make a credit card payment, but not
a payment from a checking account. |
General Information
Question: |
Will I be charged a service fee if I used Online Bill
Pay? |
Answer: |
Online Bill Pay is a no-charge service offered to SureWest Telephone
residential customers. However, you are responsible for any fee that
may be charged by your financial institution; therefore, we encourage
you to contact them. |
Question:
|
What's the difference between AutoPay and Online Bill
Pay? |
Answer:
|
AutoPay is the service previously offered by SureWest for residential
telephone customers who chose to set up recurring payments to be
deducted from their checking accounts. This service will still be
available to customers that have already registered. Online Bill
Pay is SureWest's new automatic payment system that allows customers
to view or pay their bills online. Customers can now choose either
one-time payments or recurring payments from a checking account or
a credit card and set it up online. To learn more about Online Bill
Pay go to: http://www.surewest.com/billpay |
Question:
|
I tried to sign onto Online Bill Pay and received
an error message that my account number does not exist? |
Answer:
|
The system will not show your bill until it has been processed
and mailed to you. Try back once you receive it. New bills are updated
once a month and posted at the same time you receive them. |
Question: |
Can I still sign up for Online Bill Pay if I do not have an e-mail address or choose not to use my e-mail address? |
Answer: |
Yes. Instead of using your own e-mail address, you can use the generic SureWest e-mail address: na@surewest.com |
Question:
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Why don't I see anything on my bill telling me I
have automatic payment? |
Answer:
|
Your bill will not have any notation advising you that you are
on recurring payment; however, you can check the website at anytime
to confirm that you are set up. Your recurring payments will be reflected
as
payments on your bill. |
Question:
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How long does it take to cancel my online recurring
payment option? |
Answer:
|
If the payment has not already been processed, you can cancel
immediately. To be safe, you should cancel it no later than 11 days
before your due date. |
Question:
|
When do I have to cancel this recurring payment
option on the website so that no more money comes out of my account? |
Answer:
|
To be safe, you should cancel it no later than 11 days before
your due date. |
Question:
|
Who can sign up for the Online Bill Pay options? |
Answer:
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Any residential customer with a an active account
number and a password (or the account holder's last four digits of
the Social Security number). |
Question:
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Can I sign up using my telephone number? |
Answer:
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All you need is your Account ID from your billing statement, located
in the upper right corner of your bill. You must enter the full Account
ID, including the hyphen. |
Question:
|
Is my telephone number my customer number? |
Answer:
|
No, see your billing statement for your Account ID, located
in the upper right corner of your bill. Use the full
Account ID, including the hyphen. |
Question:
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If I want to cancel my Online Bill Pay recurring payments,
should I call SureWest? |
Answer:
|
You can go online and cancel the recurring payment any time you
want. You can also visit a SureWest showroom, or call
a SureWest representative for assistance. Please note that if you
cancel
your
recurring payments
within 10
calendar days of
your due date, your payment may have already been debited from your
account. |
Question:
|
I have more than one bill; do I need to sign up
each account? |
Answer:
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Yes. |
Question:
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Can someone else call in and set up my account
for Online Bill Pay recurring payment? |
Answer:
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Only if they are an authorized user noted on your account, and have
your Account ID and the last four digits of the account holder's
Social Security number. |
Question:
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Who should I contact if I have trouble making
an online payment? |
Answer:
|
Contact us during regular business hours at 916-786-1137 or 800-232-4020
and a representative will assist you. |
Question:
|
If I sign up for Recurring Payments, will I receive
a bill in the mail? |
Answer:
|
Yes. Even though your bill will not have any notation advising
you that you are on recurring payment, you can check the website
at anytime to confirm that you are set up. Your recurring payments
will be reflected as payments on your bill. |
Question:
|
If I sign up for Recurring Payment, and do not want
to receive the bill in the mail, what should I do? |
Answer:
|
You can contact us via e-mail or during regular business
hours at 916-786-1137 or 800-232-4020 for assistance. |
Question:
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How will I know that my bill is ready
to view online? |
Answer:
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Your mailed bill will be your notification.
If you don't want to receive a paper statement, you can contact us
via e-mail or during regular business hours (Monday through Friday,
8 a.m. - 6 p.m.) at 916-786-1137 or 800-232-4020 for assistance.
We can let you know, based on your bill cycle, approximately what
day of the month your bill will be available for you to view and
pay. |
Password Information
Questions: |
How do I establish a password?
What if I forgot my password? |
Answer: |
This is the primary account password for your My SureWest account. Click here for more information regarding your My SureWest password. Normally this is set up when you sign up for SureWest service. If you did NOT set up a password or cannot remember your password, you have the following options:
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Question:
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How long do I have to wait before I can access the
website and use my new password? |
Answer:
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Generally, 24 to 48 hours, depending on the time the password was
created. If you created a password with a SureWest representative
before 8 p.m., the password should be available the next morning. |
Payment Information
Question:
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When is my payment processed and posted? |
Answer:
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One-time payments made at or before 8:59 p.m. (Pacific Time Zone)
daily will post to your telephone account on the following business
day, and payments made after 8:59 p.m. will post within the next
two business days (business days exclude Saturdays, Sundays, and SureWest
Telephone observed holidays).
Please Note: If you have received a late notice
and your service is in jeopardy of being temporarily disconnected
and are making a payment, or if your service is currently on temporary
disconnect and you have made a payment, please contact us at 916-786-1137 or 800-232-4020 during
regular business hours (Monday through Friday, 8 a.m. to 6 p.m.)
so payment to your account can be noted, and if applicable, your
service can be restored.
Recurring payments will be
debited from your account 10 days prior to your due date and posted
to your account within two business days after the debit has occurred.
|
Question:
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If I make a payment after 8:59 p.m. (Pacific Time Zone)
on a Friday, when will it post? |
Answer:
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If you make a payment after 8:59 p.m. on a Friday or a Saturday,
it would still post to your account on the following business day
(business days exclude Saturdays, Sundays, and SureWest
Telephone observed holidays). However, if you made a payment after
8:59 p.m. on a Sunday, it would post to your account within the next
two business days. Payments made by 8:59 p.m. are processed on the
following business day. |
Question:
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Do I have to pay my whole bill or can I just pay part
of it? |
Answer:
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Partial payments will be credited first toward your Basic Exchange
Service, next toward any other SureWest service you may have. Only
one payment per day is allowed. |
Question:
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When can I expect my payment to be withdrawn from
my account? |
Answer:
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We process one-time payments daily and recurring payments are processed
10 calendar days before your next due date. Funds will typically
post to your banking or credit card account from 1 to 3 business
days after your payment is processed. See your financial institution
for further information. |
Question:
|
If I make a payment after hours or on a weekend
and the bill due date is missed, will I be charged a late fee? |
Answer:
|
Yes. |
Question:
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Can I cancel my Online Bill Pay recurring payments
and go month to month? |
Answer:
|
Yes. Please note that if you cancel your recurring payments within
10 days of your due date, your payment may have already been debited
from your account. |
Question:
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I just closed my checking/credit card account. What
will happen to my Online Bill Pay recurring payment? |
Answer:
|
You will need to go to https://mybill.surewest.com/ and change the recurring payment information.
If the payment has already processed, it will be returned to us as
a closed account, etc. Please be advised that returned item fees
may apply. |
Question:
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Do I have to use the same card every time I go online
to make a one-time payment? |
Answer:
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No. |
Question:
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Do you keep my credit card/checking information
on file so when I go online each month I don't have to enter it in
again? (For those that don't want to do recurring payments) |
Answer:
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No. Due to security reasons, we do not maintain that information
in our systems unless you are set up for recurring payments. |
Question:
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Are debit cards an option with electronic payment? |
Answer:
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Yes, provided that the card has a Visa or MasterCard symbol. |
Procedures
Question:
|
How do I unsubscribe from my current AutoPay Automatic
Payment, so I can take advantage of the new electronic Online Bill
Pay? |
Answer:
|
You must contact us during regular business hours at 916-786-1137
or 800-232-4020. |
Question:
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How do I unsubscribe from Online Bill Pay recurring
payment? |
Answer:
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Go to our electronic online billing website, https://mybill.surewest.com/.
Logon to your account
Click on Pay Online
Click
Recurring Payment
Select the checking account or credit card that
is set
up for the
recurring payment
Select Delete
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