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Frequently Asked Questions About Service and Billing

Included in this document is a list of the most frequently asked questions relating to service and billing, specifically:

• How can I check my balance?
• When will my payment be posted to my account?
• When is my bill for service due?
• What credit cards do you accept?
• Do you accept debit/bank cards?
• Do you offer e-mail based invoices for service?
• Do you offer any kind of automatic payment system?
• My account was suspended, how do I get it reactivated?
• If I don't use my account, is it automatically cancelled?
• How do I cancel my account?

1. How can I check my balance?

By using our online account maintenance (http://www.cwis.net/account-maint) site, you can view a listing of all your service invoices, payments applied, and any remaining balance. This information is instantly updated when a payment is posted or a new invoice for service comes out.

2. When will my payment be posted to my account?

For customers that have automatic billing to a credit card, the transaction will be completed and posted usually within 24 hours of the invoice being generated.

For customers that pay with a check/money order, it may take up to a week for the payment to be posted.

3. When is my bill for service due?

Billing for services is done in advance, and is based on the anniversary date of your account (as opposed to the 1st of the month). Any charges on your account will be due on the anniversary date of your account. Invoices will be generated and sent 14 days before this annversary date.

4. What credit cards do you accept?

We accept Visa, MasterCard, Discover/Novus, and American Express credit cards.

5. Do you accept debit/bank cards?

Yes, if the card works like a normal credit card, we can bill your account using a debit/bank card.

6. Do you offer e-mail based invoices for service?

Not at this time. This is a feature we plan to implement soon.

7. Do you offer any kind of automatic payment system?

Yes, you may choose to set up your account to be automatically billed to your credit card each month (or each quarter or year, if you wish). You can change your payment method to automatic/credit card billing via the account maintenance site.

We do plan to support automatic payment via bank draft from a checking account as soon as possible.

8. My account was suspended, how do I get it reactivated?

Your account will need to be paid in full before it will be reactivated. Accounts that have been suspended longer than 10 days may require an additional reactivation fee.

9. If I don't use my account, is it automatically cancelled?

No. Per our terms and conditions of service, you must provide voice or written notification for cancelling your account. Service is still being provided to you during the time your account is active, if you choose to utilize it or not. You will be responsible for all charge to your account until you request service to be terminated.

10. How do I cancel my account?

You may either contact a customer service representative via our toll-free number, or submit your request in writing to our business office or via fax. For verification, be prepared to provide:


• Your account password
  and/or
• Your drivers license number
  and/or
• Your credit card number if on automatic billing

Remember, your account is billed in advance, so please be sure to get your cancellation request in before the next month of service is billed.