CONTACTS 

SUBJECTS
Wells Fargo Online Bank Ebill System Problems Invoice Sprint Payment

2003 -
2003 -    ..
2004 - Summary/Objective
2005 -
200501 - Follow up ref SDS 2 0000.
200502 -
200503 -
200504 -
200506 -  ..
2006 -
2007 -
2008 - Progress
2009 -
200901 - Called Wells Fargo
200902 -
200903 -                    800-956-4442
200905 -  ..
200906 - Sprint account shows owe 2 payments, but have not received invoice.
200908 -  ..
200909 - Earthlink shows payment pending in bank statement, but not listed in
200910 - pending payments; cannot find the authoriztion for payment.
200912 -  ..
200913 - Talked to Luther.
200915 -  ..
200916 - Luther advised that posting of Earthlink billing has no audit trail
200917 - for the customer to find the invoice paid.  He explained this is
200918 - because the charge comes from the credit card that is set up for
200919 - automatic payment to Earthlink.
200921 -  ..
200922 - Recalled that Earthlink sends a letter to the customer after they get
200923 - payment, so will likely get notice from Earthlink tomorrow showing
200924 - services for December has been paid, shown by the record on 101004
200925 - 0733. ref SDS 1 IZ5H
200927 -  ..
200928 - Explained discovered today that Wells Fargo online banking shows
200929 - payment to Sprint for cell phone services is 2 months past due.
200930 - Advised have no record of getting notice to make the payment.
200932 -  ..
200933 - Luther said that Wells Fargo's record shows a letter was sent to the
200934 - customer on 101130.  Checked email and did not get a letter from
200935 - Wells Fargo on 101130.
200937 -  ..
200938 - Luther cannot explain the customer did not get an email notice on
200939 - billings from Sprint.  He filed a claim, and said someone will call
200940 - to verify Wells Fargo has the correct email address.
200942 -  ..
200943 - Case ID.......................... 2116989
200945 -  ..
200946 - Paid Sprint past due bill, reported in another record later today.
200947 - 101203 2051, ref SDS 3 IE8X
200949 -  ..
200950 - Turned out the problem is that email notice was turned off for...
200951 -
200952 -            Comcast
200953 -            PG&E
200954 -            Sprint
200956 -  ..
200957 - During the call, changed the status to email notice on...
200959 -  ..
200960 - As well did not get an email notice to pay Gerry the rent, even
200961 - though the account is configured to get a 3 day notice by email.
200963 -  ..
200964 - Gerry's account is set up to...
200965 -
200966 -            Typical due date......................... yymm01
200967 -            Reminder frequency....................... Monthly
200968 -            Remind me days in advance of due date.... 3
200970 -  ..
200971 - Luther said that the Wells Fargo claims department will call next
200972 - week to resolve these problems.
200973 -
200974 -            [On 101206 1306 Wells Fargo did not call; called the bank
200975 -            again and asked about pending problems, was advised that
200976 -            the bank is investigating. ref SDS 4 E65I
200978 -             ..
200979 -            [On 101216 1238 letter received from the bank did not
200980 -            explain why there has been no notice of rent owed to Gerry,
200981 -            ref SDS 5 K14O, despite Antonia's assurance that this would
200982 -            be done, reported on 101206. ref SDS 4 PP6Y
200984 -             ..
200985 -            [On 101215 1238 letter to Wells Fargo asks why customer was
200986 -            not notified to pay the rent 3 days in advance. ref SDS 5
200987 -            825O
200989 -             ..
200990 -            [On 101217 0948 received call from Vernon at the bank
200991 -            investigating this problem; he advised that the bank does
200992 -            not send email reminders on when payments are due;
200993 -            reminders are only posted to the internal bill pay Internet
200994 -            addresses. ref SDS 6 K14O
200995 -
200996 -
200997 -
200998 -
200999 -
201000 -
201001 -
201002 -
201003 -
2011 -