Originally Posted by
BigYellowDog
You may be aware of this already, but the split tender for billpay seems to be different than everything else the CSR split tenders, so many don't do it correctly.
The CSR needs to specify the split amount after you swipe and input pin, not before. So they setup everything for billpay, you swipe your card and input pin and then they specify amount and then debit key. If they are unfamiliar with how the billpay works, they insist on pressing the amount and debit key, before the card swipe and the system errors when they try to do it.
Thank you for this -- you were right. I tried at one of the stores that previously didn't work, and successfully did it tonight. The first CSR knew exactly what to do even without my instructions. Later on, I ran into the same CSR that previously wasn't able to do it, and did a few transactions with her. I told her to do the split after the card was swiped, and it worked as well. So I think that's one previously bad store turned into a good store.
It sounds like either method (split before or after swiping debit card) will work for normal purchases, which is where the confusion is. I doubt many CSRs know specifically to do it after for bill pay, it just depends on how they were trained (so, effectively random).