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City staff says new Community Connect payments rollout triggered casework for ~1,500 ACH customers
Summary
Clive staff told the council the city’s migration to the Community Connect payments platform flagged a blind spot for ACH customers and generated outreach and casework for roughly 1,500 addresses; staff said they expect to resolve most before the next billing cycle and will deactivate the legacy ACH link for accounts already set up on the new platform.
City staff briefed the council on the rollout of a new payment platform, Community Connect, and said an implementation detail affecting ACH (automatic bank withdrawals) accounts had created an unintended overlap for customers who remained signed up in both the old and new portals.
Staff said the migration began earlier in the…
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