Hi, I’m trying to set up HydroOne pre-authorized payments with the new account numbers/transit numbers that Neo has migrated to.
But HydroOne currently does not have this transit number in their system.
When I input the new transit number: 30052
their system says the transit number is invalid.
Can you guys reach out to them and tell them to allow the new transit number?
Thanks
Hi @oifjeqioj, thanks for reaching out and welcome to the community! Let me double-check this with our team so I can look into it a bit more for you. In the meantime, can you confirm that you’re using the updated institution number as well? That one changed recently too.
Yes, institution number is 828
Hey @oifjeqioj , just took a closer look, it seems like HydroOne needs to add our transit number into their system. I actually reached out to their support team myself to test this, and they confirmed they can manually input the payment info for you.
Have you had a chance to try that with them yet? Their number is 1 (888) 664-9376 if you want to give it a shot. Let me know how it goes!
I called them and the customer support person said they couldn’t input the it into their system. Are you sure they were able to add it as a pre-authorized payment option?
They definitely did tell me that they can manually input the payment details, that is pretty odd!
I just gave them another call and they said they can’t input this transit number. Can you coordinate with them to get you guys added to their system?
Hi @oifjeqioj, just wanted to pop in and let you know I haven’t forgotten about our chat. I’m still sorting things out with the team, thank you so much for your patience!
In the meantime, if anything else comes up or you have more questions, feel free to let me know!
Hi @oifjeqioj, I gave them another call to follow up, and here’s what I learned: they again confirmed that they can manually enter your updated deposit information on their end. I explained that you were seeing an “invalid transit number” because Neo recently changed its deposit details, and they said they can handle it manually without any issue.
For reference, I called 1-888-664-9376 and selected 2 → 2 → 3, which brought me to the Customer Experience team for payment arrangements.
One thing they did want you to know: when deposit information is updated, it takes one full billing cycle for the new details to fully take effect. That means your current billing cycle will still need to be paid using your existing or another payment method. Let me know if you have any other questions on this!
Hi Sana, I want to tell you that I called them again and it didn’t work. I am able to get customer support on the phone, and they keep saying they can manually put it in. But when they actually try to manually put it in, their system prevents them from inputting 30052 as the transit number.
Thank you
It is something wrong with their system. They do not accept any transit number that is not on their whitelist. So I am pushing for the Neo management team to coordinate with their management team to get this resolved.
Hi @oifjeqioj , thank you for trying the call once more! I reached out to Hydro One myself to ask about the whitelisting process, and they confirmed that they need to create a cashiering ticket on their side to move this forward, the only thing is they would need your account information for that.
I’m going to reach out to you via DMs so we can look into this more closely together. Talk to you soon!