First Step Billing FAQ (Frequently Asked Questions)

• Can I check my account and make payments online?
• How does billing work?
• Do you send out paper bills in the mail?
• What is the cancellation policy?
• How are late fees calculated?
• What happens if my account is deactivated?
• I referred a new customer to First Step. Why haven't I received a credit on my account?
• Why did I get a prorated bill?

• Can I check my account and make payments online?
  
  Yes! Sign on to the First Step Account Manager to view all your invoices and statements, make secure credit card payments and check your detailed long distance billing.
  
  
• How does billing work?

  First Step uses an integrated ISP Member service/billing package to manage billing. When you join First Step a record is created for you in our database. A billing date, called your "Anniversary Date," is also created and is used by the system to generate monthly statements.

  After the statements are created, they are sent to you via e-mail or by US Mail. It is important for us to know the e-mail address you check most often. That way we can forward statements and other important announcements to you in a timely matter. To change the e-mail address at which you would like to receive these items, please just give us a call.

  If we have a credit card on file for your account you will receive an e-mail statement detailing your current invoices. Then, you will receive an e-mail receipt if your card has been successfully billed or a declined notice if it was not.

  Record of your payment will appear in an e-mail receipt sent out shortly after your payment has been made. If you feel something isn't right with your billing, please give us a call as soon as possible.

  E-mail statements are sent out approximately 21 days before the start of your next billing period. Payment is due by the beginning of the next billing period. Please note that you are paying in advance for the month or year of service. Generally, your bill is always due on the day of the month that you signed up for service.

• Do you send out paper bills in the mail?
  
  Yes! Add Paper Statements to your account for only $1.00 per month! Contact the Billing Office to add this service today!
  
  
• What is the cancellation policy?
  
  In order to cancel your account, you must notify us. You can't just "stop using it." You are liable for all charges made to your account while you are a active member of First Step.
  

• How are late fees calculated?
  
  Invoices that are five days overdue are assessed a $5 late fee.
  
  
• What happens if my account is deactivated?
  
  Your account may be deactivated if payment is not received by the due date. To reinstate your account, simply make payment by sending in a check or money order or by calling in and making payment by credit card or check debit. Your account can not be reactivated until payment is made. If we are unable to reach you after your account has been deactivated, you will be switched to PAPER biling and assessed the additional fees for PAPER billing.
  
  
• I referred a new Member to First Step. Why haven't I received a $15 credit?
  
  Our billing system automatically generates a credit on your account when the new Member has paid their first invoice. Because of various promotions, their first invoice may not be paid for several weeks. If you think you should have received a bonus but have not, let us know and we will investigate. You will receive an e-mail when the credit has been posted on your account.
  
  You can also check the "Referral" section of your account in the First Step Account Manager
  
  
• Why did I get a prorated bill?
  
  This generally occurs when adding Telephone Services (Long Distance, Toll Free Service) to your account. Invoices for these services are generated on the first of each month. In order to provide you with one invoice per month, your due date of other First Step services, such as Internet Access, will change to either the 1st for Credit Card Members or to the 22nd for E-mail Billing Members.
  
  This will cause a one-time prorated invoice for each of your First Step Services. This will occur only one time the next time your service is billed. For annual Internet Members, you may not see this one time invoice for several months.
  
  If you have any questions on this or any of your invoices, please call the Member Services Department.