DFC Contact Centre & Customer Service Support – Update 19th March 2020

We have made the difficult but necessary decision to close our phone channel, we have made this decision for the safety and well-being of our team, who are now working remotely.

We are now managing queries via e-mail to our service desks as this gives us the best capability to manage both you and your customer’s needs. 

Your customers can continue to self- serve their accounts via MyPayment’s via our website. Should they like to contact us they can visit our website and use the Contact Us section.

Since our most recent update we have continued to receive significant increases in contact levels and would ask that where possible for Clients to continue to self- serve using data retrieval to manage suspensions, cancellations, and date/payment changes. 

We appreciate your continued support and patience in these difficult times.

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Our Response to COVID-19 – 18th March 2020.

As the situation with COVID-19 changes so rapidly with new measures and controls being put in place by our governments, DFC are working to minimise the disruption to our business, and by extension to yours. Key to this is keeping DFC Clients and Customers updated with any impacts to our Service Delivery or exceptional actions we are taking in response to this situation.

Readiness

DFC have tested our remote capabilities and are confident that we are able to maintain payment processing and payouts to you, regardless of the current situation.

Our core payments services are technology led, and as such we are committed to maintain ongoing processing with minimal disruption. We are closely monitoring developments, but have established plans for potential disruption to people led services, such as customer support.

Customer/Client Communication

DFC are encouraging all our Clients to keep both DFC and your membership base updated via your normal communication channels, via your website and any other social media channels. 

Unless instructed otherwise, DFC will continue to process your standard collection activity and enforce your standard terms and conditions.

All Clients should let DFC know of any planned closures, payment freezes, information on how you want us to respond to requests from vulnerable customers and any other changes/deviations from your normal instruction to DFC.

DFC Contact Centre & Customer Service Support

We have had significant increases in contact levels and would ask that where possible Clients self- service using data retrieval to manage suspensions, cancellations, and date/payment changes.

We are prioritising managing queries received via e-mail to our service desks as this gives us the best capability to manage both you and your members needs should we have to reorganise our business location.

This may mean you will have to wait longer if you choose to call us.