SMS queries

With the introduction of hold fees that stay on the borrowers card even if they do not pick up the hold I expect to see more people claiming that they did not receive a SMS telling them of their hold/s.

Now I am not just being cynical here, I am sure people who do not receive an message now don't always bother to tell us. So I expect a few more complaints and I want to make sure you all know the mechanism in place to check to see if they are having issues receiving SMS messages.

Some things to check first.

1. Make sure the phone number is correct and it is THEIR phone.
   We have quite a few people who have several members of their family on the same phone number. This can be very confusing when multiple holds come in at once for several members of the family as it only tell the recipient of the message that they have multiple items waiting. Not actually who it is for. So they come in hand over their card and miss the other persons holds.
2. People with multiple mobile numbers.
   A message will only go out to the first mobile number. If someone has multiple numbers please either remove one or change one to phone type MX.
3. A SMS will only go out once.
   If the patron has their phone off for extended periods of time they may not get it, so make sure their phone is on pretty much all the time. If this is the case suggest that normal mail is probably a better option for them.

If you have worked out that it is none of the above issues then you can send the persons details to me. I have records of every SMS message that has been sent, if I find that messages have been sent from us I can contact the company that sends out our SMS messages and get them to test directly with the patron to see if it is a technical issue.

The details I want so I can send them to Directcomms is:

1. Patron name.
2. Patron Phone number.
3. Patron phone company.
4. Have they received sms messages from us before.

If you have any questions please give me a call.
Angus