How Online Billing Works

Q: How do I get started?
A: You will need a copy of your most recent paper bill in order to self enroll for the Plateau ebill. You do not need to enter any financial information until you make your first payment. When you are ready to start, click the Enroll now! link on the Login page and follow the instructions on that page. It's that simple! If you are a new customer and do not have a previous bill you will need to call customer service at 1-800-432-2369.

Q: What does this service cost?
A: ebill is free!

Q: Who can pay their Long Distance bill online?
A: Any Plateau Long Distance customer that has service in Qwest markets in New Mexico.

Q: What is the approval process?
A: You will have immediate access to your account as soon as you have enrolled. However, if any of the information you entered does not match the data in our billing system you will not be able to enroll. Before calling try entering the information again. If you still do not gain access then contact customer service at 1-800-432-2369.

Q: Can I use a bank account or credit card to make a payment?
A: Yes you can use a bank account or credit card to pay your bill. You also can set up auto payments with as many payment methods as you like for greater convenience in paying your bills from different accounts.

Please be sure to include your ABA Routing Number when paying through your bank account.  You can locate your bank’s routing number, the first nine digits between two symbols |:000000000|: on the bottom of your check, as illustrated below.

Q: When will I see my first ebill?
A: Your first ebill will be made available to you online once you've completed the enrollment process. The first ebill you will view is a duplicate of the most recent bill that was mailed to you via the U.S. mail. If you have not already submitted your payment via the U.S. mail, you can submit your payment online. If you have already submitted your payment via the U.S. mail, you don't need to do anything until you receive an e-mail notification when your next month's ebill is available to view and pay.

Q: Can I still pay my ebill with a check?
A: Yes. You may mail a check to our address that is listed on your bill. Please note the ebill system only shows payments made online. Any payments made outside of the ebill system (such as checks sent in through the US Mail) will not appear in ebill until your next statement is available.

Q: Can I still receive a paper bill?
A: You will continue to receive a bill unless you check the "Stop my paper bill" button during enrollment. We would encourage you to request the "Stop my paper bill" because you will have full access to previous bills online.

Q: When will the money leave my bank account and when do you credit my account?
A: Plateau submits your payment request two banking business days prior to the scheduled date. This allows us to process your payment on time. We will post your payment to our billing system on the scheduled date.

Q: Do I get a confirmation number right away when I make a payment?
A: Yes. When you confirm your payment request, we will present you with a reference number. You may find your reference number at any time by clicking the payment record on the Payment History page.

How to's...

Q: When will I stop receiving a paper bill?
A: During enrollment select the "Stop my paper bill". If you did not select the "Stop my paper bill" during enrollment go to My Profile and select "Stop my paper bill" at any time.

Q: How can I get a question answered right away?
A: First, take a look through our FAQs to see if we've already provided an answer to your question. If you don't find the answer online, you may call us toll-free at 1-800-432-2369 during normal business hours Monday - Friday 8:00 am till 5:00 pm Mountain Time. Or you may contact us at http://www.plateautel.com/contact.asp

Q: How do I set up or change my account information?
A: You may change your online payment methods at any time by clicking on the Payment accounts link. If your e-mail address changes, you can update it on the My Profile page.

Q: Can I use a bank account or credit card to make a payment?
A: Yes you can use a bank account or credit card to pay your bill. You also can set up auto payments with as many payment methods as you like for greater convenience in paying your bills from different accounts.

Q: How do I make a payment if I cannot access my account online?
A: You may mail us a check for your payment amount at anytime. Please mail to the following address:

Plateau Telelecommunications
P.O. Box 9000
Clovis, NM 88102

Q: How do I edit a payment after I have made it?
A: You may modify or cancel a payment up to two banking business day before the scheduled payment date. Find your payment on the Payment Activity page and click either View or Cancel depending on what you would like to do.

Q: How do I resolve disputes regarding my payments or account?
A: To submit a dispute or inquiry against your account with the relevant information or call us toll-free at 1-800-432-2369.

Q: How can I pay my bill automatically every month?
A: The Recurring Payments feature allows you to set up a recurring or repeating payment with any of your payment accounts. There are two options to select when setting up your automatic payment.

• Pay when the bill is received or on the due date
• Pay the amount due or up to a certain limit

What if's...

Q: If I have a problem, who do I contact?
A: Please contact Customer Service at 1-800-432-2369 during normal business hours Monday - Friday 8:00 am till 5:00 pm Mountain Time.

Q: If the ebill service or my internet service is down, who do I contact?
A: If your internet service is down contact your internet service provider. If you can access the ebill login screen but cannot login, request a copy of your login information by selecting "Forgotten your password"? You will receive an email notice reminding you of your password. If you do not receive an email notice call us at 1 - 800-432-2369.

Q: If I lose access in the middle of submitting a payment, what do I do?
A: A payment transaction is only completed once you've received a confirmation page with a reference number. All transactions are generally lost when your session is terminated for any reason. If you are unsure if your payment request has been processed, check the Payment activity pages where successful payments requests are recorded prior to making another payment.

Privacy and Security

Q: How will my financial information be protected?
A: We store your financial information in an encrypted format in our database that is secured from outside parties. You financial account information will be partially masked (e.g., XXXXXX1234) whenever presented on the ebill website. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection.

Q: How will my personal information be used?
A: Your personal information will be used to activate your account for online billing. Your financial information will be used to process payments that you schedule through our ebill service. We do not sell your personal information to third parties.

Q: Can I opt out of having my personal information used at all?
A: Your personal information is required for the processing, presentment, and payment of your bills.

Q: Will I get more "spam" by signing up for this service?
A: No. The only information that will be sent to you will be related to your Plateau service. We do not sell your personal information to third parties.

Q: How can I change my personal information?
A: To change your account information, click the My Profile page. To change your financial information, click the Payment account page.