Phone Notice Customer Is Mailed a Notice

Scenario: your customer's account is set to receive their notices by phone. So why did receive a notice in the mail?

Reason 1: The automated telephone messaging service (TM3) calls the customer to deliver the hold or overdue notice. If it is unsuccessful after 3 tries (no answer, line disconnected, fax machine, not ringing, etc.), that notice will be printed and mailed via USPS the next business day. Look at the notification block on the customer's account to see whether it was complete or incomplete.

What can you do? Verify the customer's phone number. Do they have an answering machine? There are a few types of answering machines that do not work with TM3.  TM3 only recognizes these area codes. Do they have an alternate number? Would they like to try email notification instead?

Complete - the notice was delivered by phone

Phone Notice Incomplete - TM3 could not deliver the notice so it will be mailed the next business day.

Reason 2: Final overdue notices (we've told you before, but you'll be charged if you don't return the item) and lost notices (the item is now lost and you owe this much) are always printed and mailed - regardless of what notice type the customer has selected. Click here to see how much time elapses between the first overdue and lost notice.