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Caution: The PO box for SWHOA payments changed

Discussion in 'Southern Walk Announcements' started by L0stS0ul, Jan 26, 2021.

  1. L0stS0ul

    L0stS0ul hmmmm

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    We just got a nasty gram yesterday from First Service that our account was overdue. Looking at our automatic bill pay it had been sent on time and updated properly for the amount. Looking at it closer we noticed that the checks had not been cached since November.

    A call to First Service yielded no real help and completely stupid that we get the nasty gram on the 25th with a due date of Jan 15th. At least the nasty gram had the new PO box.

    If you are doing automatic bill pay from your bank you better check the po box. I don't recall seeing anything about the po box changing.
     
    mcspiri likes this.
  2. Capricorn1964

    Capricorn1964 Well-Known Member

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    What is the PO Box number that you used before they sent the "nasty gram"? I looked at the HOA Website and it was PO Box 11983 but on the COUPONS, it says PO Box 62010

    So which one is correct???

    Perhaps appeal to the board that the PO Box numbers are confusing as there are two different PO Box numbers...One on the HOA Website and One on the Coupons? I have no idea which one is accurate....
     

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    Last edited: Jan 26, 2021
  3. kevinq

    kevinq Member

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    The coupon books changed from PO Box 11983 to 62010 in January 2019 and have been the same address since.
     
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  4. L0stS0ul

    L0stS0ul hmmmm

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    62010 is the new one. They stopped checking the old po box in December 2020 as November was the last one they cashed. They knew who was still mailing checks to the old one yet didn't send a letter or anything. Really crappy.

    This stuff gets set up years ago. Unless a change like this is highlighted mistakes get made. I don't recall any message about it.
     
  5. mcspiri

    mcspiri New Member

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    I'm so glad you posted this, I thought I was losing my mind. My bank has been sending checks on auto for the past 5 years and December's got returned (late of course thanks to usps) and I got charged a nice late fee by FR. I thought maybe I did something to mess it up. What a nice way for them to rack up late fee revenue!
     
  6. kevinq

    kevinq Member

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    Remember, the address on the coupon books changed to the current address two years ago.
     
    PDILLM likes this.
  7. L0stS0ul

    L0stS0ul hmmmm

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    Again, they know who was still sending money to the old po box. They could have easily sent those people a reminder that the address has changed but I guess the late fees were better. I don't recall seeing anything saying it was going to change and even the website is still wrong.
     
  8. mcspiri

    mcspiri New Member

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    Serious question though, who besides someone 70+ uses payment coupons?
     
  9. Capricorn1964

    Capricorn1964 Well-Known Member

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    You got a problem with people still using coupons?

    Some in the community still want to use coupons and nothing wrong with doing so....
     
  10. KTdid

    KTdid Well-Known Member

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    Does anyone know how to opt-out of receiving the coupons and envelopes?
     
  11. kevinq

    kevinq Member

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    Owners enrolled in ClickPay recurring payments will not receive coupon booklets.
     
  12. kevinq

    kevinq Member

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    New Southern Walk address

    Southern Walk at Broadlands HOA
    c/o FirstService Residential
    PO Box 30403
    Tampa, FL 33630-3403
     
  13. kevinq

    kevinq Member

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    Does this new FirstService address apply to Broadlands HOA, too?
     
  14. Capricorn1964

    Capricorn1964 Well-Known Member

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    wonder why they are changing payment processing locations again???

     
  15. Mr. Linux

    Mr. Linux Senior Member & Moderator Forum Staff

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    For Broadlands HOA, there was a communication sent out to me and other members of the Board by FirstService Residential. Here was the contents of that email:

    ------------------------------

    Our current payment processing provider for your community, ClickPay, will be moving its lockbox services to a new, state-of-the-art location in Tampa, FL to improve the current service levels provided to you and your residents. This change in facilities will include benefits such as increased staffing levels and enhanced security measures.

    Due to this change, the mailing address for submitting payments by paper check, money order, and online bill pay will be changing effective immediately.

    Please note however that any paper-based payments sent to the old mailing address will be temporarily forwarded to the Tampa facility overnight via Federal Express to the new lockbox through September 30, 2022.

    This change only impacts those residents who currently choose to pay their association fees via a paper check, money order, or online bill pay through their personal bank. Those residents who pay electronically through ClickPay will NOT be required to make any changes whatsoever to their payment processing.

    FirstService Residential is working closely with ClickPay to ensure a seamless transition for your residents via a robust communication plan. For example, this lockbox address will be published to residents through additional communications, as well as on the next budget year payment coupon booklets or statement and budget mailing.

    We will also continue to encourage residents to utilize electronic payment processing (direct debit/autopay) through ClickPay as the electronic payment process is more efficient, can be tracked from initialization to deposit, and the association receives the payments quicker than via regular mail. Please also note that with the Postal Service increasing time‐in‐transit standards by 1 or 2 days for certain First-Class mail that is traveling longer distances, on-time mailing of payments is even more critical to ensure timely processing.

    We recommend any additional community mailing include a ClickPay flyer or reminder of this change and that the information be posted in communal spaces where appropriate. If you have any questions regarding these changes, please contact your community manager.

    Thank you as always for your continued support.
     
    Last edited: Nov 16, 2021
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  16. Mr. Linux

    Mr. Linux Senior Member & Moderator Forum Staff

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    Additionally, on Oct 21st, an email was sent to the email addresses that FirstService Residential has on file for each residence. This is the email I received as a resident:

    -----
    upload_2021-11-16_9-25-44.png
     
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  17. Mr. Linux

    Mr. Linux Senior Member & Moderator Forum Staff

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    Additionally, a notice was sent out as part of the Broadlands Blast email to subscribed residents; this was in the Blast dated November 5th.


    upload_2021-11-16_9-29-18.png
     
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  18. Capricorn1964

    Capricorn1964 Well-Known Member

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    Thanks but I did call Service First Management this AM before you posted the latest information because I was not sure if the address change impacted BOTH the Broadlands Assn AND Southern Walk @ Broadlands coupons.....

    The customer service rep at Service First was TERRIBLE. Very rude and talked over me. She kept saying "Ignore the letter from the HOA". I'm like really??? I finally asked her WHAT the letter I was referring to. She said she had NO idea what letter I was referring to so I responded...well, if you quit talking over people, you'll learn what the questions are if you listen to what your customers are asking you. She was very irritated that I had asked her to HOLD off talking over me UNTIL I was FINISHED asking my questions. No wonder their customer service levels ratings are so poor on both Yelp (1.5) and Google (1.8) reviews. Their customer service skills really need some serious polishing. In the end, she admitted that she didn't know what letter I was referring to because I realized that she kept talking about a non-existent letter that wasn't pertinent to the address change situation.

    After asking her the address change question for BOTH coupons (the address change letter came inside the SW HOA Coupon book mail only), I wanted to ensure that the coupon change address was for BOTH coupons themselves. She confirmed my belief that it was for BOTH coupon books.

    Service First Management uses "Service First" in their company name? Its more like "Talk Over People First" Management. Their lack of customer service skills really is beginning to annoy me; the customer reps need to stop assuming things and let the customer FINISH stating their questions BEFORE they can respond--they aren't going to be of any assistance to the customer if they keep talking over their customers and making assumptions!
     
  19. kevinq

    kevinq Member

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    Thanks, I just saw the FirstService email once you pointed me to the date. I didn't seem to get the November 5 Blast.
     
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  20. KTdid

    KTdid Well-Known Member

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    Neither did I. Seems there should be another way to communicate an update. Fortunately, I watch this forum.
     

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