Interface Billing Questions and Answers

Payments

Can I pay my bill online or set up automatic payments?

Yes!  Click here: < ONLINE PAYMENT CENTER > to pay your bill safely and securely by Credit Card or ACH, or to establish automatic payments.

Why has my auto-payment not been taken and applied to my account?

Your automatic payment by credit card or ACH may have been was declined because the account is overdrawn/over its limit or the credit card has expired. You can update the expiration date of your credit card at < ONLINE PAYMENT CENTER >and make a one time payment there to replace that missed payment.

What is the mailing address for a payment by check?

Interface Security Systems, LLC
8339 Solutions Center
Chicago, IL 60677-8003

Will I be charged extra if my payment is late?

A 1.5% service charge will be assessed if payment is not received within 30 days of the invoice date.

Billing

Am I billed for services in advance?

Interface and its associated companies bill and require payment prior to providing the services. Invoices are generally dated the first of the month in which service is provided, and are mailed 7-10 days in advance of that date.

If my due date shows Due Upon Receipt, what is the actual due date?

Payment is due once the USPS carrier delivers it to your mailbox.To avoid late fees, please remit payment so that it is received within 30 days of the invoice date

Why am I not receiving my recurring invoice?

Paper invoices are not mailed once an account is set up for automatic payments. If you require a paper invoice while on automatic payments, please send a request to billing@interfacesystems.com

How can I change the mailing address for my invoice?

Send the new address to: billing@interfacesys.com Please include your account number.

Can I be billed quarterly, semi-annually or annually instead of monthly?

Yes! Please send your preference to billing@interfacesys.com and the change will be made to your account. Your automatic payments will also be changed to match your new billing interval.

Why did I receive an invoice for service or installation when my account is set up for automatic payments?

Service and Installation charges are not included in automatic payment processing. You can pay these invoices on line at < ONLINE PAYMENT CENTER > or by check to the address on the invoice.

Taxes and Fees

I am tax exempt – how can I get taxes removed from my invoices?

Please send a copy of your tax exemption certificate(s) to billing@interfacesystems.com and we will stop charging any type of tax that is properly documented as being exempt.

Where can I find W-9 forms and information?

Please click on Legal Information at the bottom of our Home Page for W-9 forms and supplemental information from the IRS.

Why am I charged for a permit fee?

Certain municipalities require security companies to collect alarm permit fees from their residents and remit the fee to the city. This is similar to sales taxes.

What are all of the taxes, fees and surcharges on my invoice?

Universal Service Fund – Federal

The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The Federal level USF is assessed on approximate interstate calls.

Universal Service Fund – State

The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The State level USF is assessed on approximate intrastate calls.

Telecommunications Relay Surcharge

Funds the telecommunications relay center which assists hearing and speech impaired individuals in communicating with others.

Sales Taxes – State and Local

Sales and Use taxes levied by the governing authority for each state, municipality, and county.

Communication Services Taxes – State and Local (range)

Communications Services taxes and fees levied by the governing authority for each state, municipality, and county.

Cost Recovery Surcharge

These surcharges recover part of the costs of local facilities and other costs associated with reporting to governing authorities.

If you believe there is an error on your bill or have a question about your service, please call Interface Security Systems, LLC customer support at (314) 595-0188.

If you are not satisfied with Interface Security Systems, LLC’s response, submit a complaint to the California Public Utilities Commission (CPUC) by visiting http://www.cpuc.ca.gov/complaints/. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone: 1-800-649-7570 (8:30 AM to 4:30 PM, Monday through Friday)

Mail: California Public Utilities Commission, Consumer Affairs Branch
505 Van Ness Avenue, Room 2003
San Francisco, CA 94102

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free language-specific numbers below to be routed to the California Relay Service provider.

Type of Call Language Toll-free 800 Number TTY/VCO/HCO to Voice English Spanish 1-800-735-2929 1-800-855-3000 Voice to TTY/VCO/HCO English Spanish 1-800-735-2922 1-800-855-3000 From or to Speech-to- Speech English & Spanish 1-800-854-7784

To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service turned on.

Universal Service Fund – Federal

The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The Federal level USF is assessed on approximate interstate calls.

Universal Service Fund – State

The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The State level USF is assessed on approximate intrastate calls.

Telecommunications Relay Surcharge

Funds the telecommunications relay center which assists hearing and speech impaired individuals in communicating with others.

Sales Taxes – State and Local

Sales and Use taxes levied by the governing authority for each state, municipality, and county.

Communication Services Taxes – State and Local (range)

Communications Services taxes and fees levied by the governing authority for each state, municipality, and county.

Cost Recovery Surcharge

These surcharges recover part of the costs of local facilities and other costs associated with reporting to governing authorities.

If you believe there is an error on your bill or have a question about your service, please call Interface Security Systems, LLC customer support at (314) 595-0188.

If you are not satisfied with Interface Security Systems, LLC’s response, submit a complaint to the California Public Utilities Commission (CPUC) by visiting http://www.cpuc.ca.gov/complaints/. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone: 1-800-649-7570 (8:30 AM to 4:30 PM, Monday through Friday)

Mail: California Public Utilities Commission, Consumer Affairs Branch
505 Van Ness Avenue, Room 2003
San Francisco, CA 94102

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free language-specific numbers below to be routed to the California Relay Service provider.

Type of Call Language Toll-free 800 Number TTY/VCO/HCO to Voice English Spanish 1-800-735-2929 1-800-855-3000 Voice to TTY/VCO/HCO English Spanish 1-800-735-2922 1-800-855-3000 From or to Speech-to- Speech English & Spanish 1-800-854-7784

To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service turned on.

California Disaster Relief Program

English

The California Emergency Disaster Relief Program is designed to help our California business and residential customers who experience a housing or financial crisis due to a disaster keep vital services and receive support in the wake a disaster in California. When then Governor of California or the President of the United States declares a State of Emergency and the related disaster has resulted in the loss or disruption of the delivery or receipt of services provided by the Company, or has resulted in degradation of those services, the following disaster relief measures will be implemented where applicable:

  1. One time activation fees for establishing remote call forward, remote access to call forwarding, call forwarding features and messaging services will be waived.
  2. One month of the monthly rate for the features listed in 1. above will be waived. The waiver may appear as a credit where it has been billed in advance.
  3. Service charges for installation at the customer’s temporary or new permanent location will be waived, including waiving again when the customer moves back to the disaster-affected premises.
  4. Fees for one jack and associated wiring at the temporary or new location will be waived.
  5. Fees for up to five jacks (for customers with a wiring plan) or one jack (for customers without a wiring plan), and associated wiring will be waived when the customer returns to their permanent location.
Spanish

El Programa de ayuda en caso de desastre de emergencia de California está diseñado para ayudar a nuestros clientes comerciales y residenciales de California que experimentan una crisis financiera o de vivienda debido a un desastre a mantener servicios vitales y recibir apoyo después de un desastre en California. Cuando el Gobernador de California o el Presidente de los Estados Unidos declaran un Estado de emergencia y el desastre relacionado ha resultado en la pérdida o interrupción de la entrega o recepción de los servicios prestados por la Compañía, o ha resultado en la degradación de esos servicios, el Se aplicarán las siguientes medidas de socorro en casos de desastre, cuando corresponda

  1. No se aplicarán tarifas de activación por única vez para establecer el reenvío remoto de llamadas, el acceso remoto al reenvío de llamadas, las funciones de reenvío de llamadas y los servicios de mensajería.
  2. Se exonerará un mes de la tarifa mensual para las funciones enumeradas en 1. arriba. La exención puede aparecer como un crédito cuando se ha facturado por adelantado.
  3. Se eximirán los cargos de servicio por la instalación en la ubicación temporal o nueva permanente del cliente, incluida la renuncia nuevamente cuando el cliente regrese a las instalaciones afectadas por el desastre.
  4. No se cobrarán tarifas por un conector y el cableado asociado en la ubicación temporal o nueva.
  5. Tarifas para hasta cinco conectores (para clientes con un plan de cableado) o un conector (para clientes sin un plan de cableado), y el cableado asociado no se aplicará cuando el cliente regrese a su ubicación permanente.
Chinese

加利福尼亞緊急災難救援計劃旨在幫助因災難而遭受住房或金融危機的加利福尼亞商業和住宅客戶保持重要服務並在加利福尼亞發生災難後獲得支持。當加利福尼亞州州長或美國總統宣布進入緊急狀態並且相關災難導致公司提供或提供的服務的丟失或中斷或導致這些服務的降級時,如果適用,將採取以下救災措施:

  1. 將免除建立遠程呼叫轉移,遠程訪問呼叫轉移,呼叫轉移功能和消息傳遞服務的一次性激活費。
  2. 上述1.中所列功能的月費率將免除一個月的費用。棄權可以在預先付款的地方顯示為信用。
  3. 將免除在客戶的臨時位置或新的永久位置進行安裝的服務費用,包括在客戶搬回受災房屋時再次免除的費用。
  4. 臨時或新地點的一個插孔和相關接線的費用將免除。
  5. 當客戶返回其永久位置時,最多免收五個插孔(適用於有接線圖的客戶)或一個插孔(適用於無接線圖的客戶)的費用,以及相關的接線。
Tagalog/Filipino

Ang Program ng Emergency Emergency sa California ay dinisenyo upang matulungan ang aming mga negosyante sa California at mga residente ng kostumer na nakakaranas ng isang pabahay o krisis sa pananalapi dahil sa isang sakuna na panatilihin ang mga mahahalagang serbisyo at makatanggap ng suporta sa isang sakuna sa California. Kapag noon ang Gobernador ng California o ang Pangulo ng Estados Unidos ay nagdeklara ng isang State of Emergency at ang nauugnay na sakuna ay nagresulta sa pagkawala o pagkagambala ng paghahatid o pagtanggap ng mga serbisyo na ibinigay ng Kumpanya, o nagresulta sa pagkabulok ng mga serbisyong iyon, ang pagsunod sa mga panukalang lunas sa sakuna ay isasagawa kung naaangkop:

  1. Ang isang oras na bayad sa pag-activate para sa pagtaguyod ng malayong tawag sa pasulong, malayuang pag-access sa pagtawag sa tawag, mga tampok ng pagpapasa ng tawag at mga serbisyo sa pagmemensahe ay mawawala.
  2. Isang buwan ng buwanang rate para sa mga tampok na nakalista sa 1. sa itaas ay mawawala. Ang waiver ay maaaring lumitaw bilang isang kredito kung saan ito ay sinisingil nang maaga.
  3. Ang mga singil ng serbisyo para sa pag-install sa pansamantalang o bagong permanenteng lokasyon ng customer ay maiiwan, kasama na ang pag-alis muli kapag ang customer ay lumipat pabalik sa lugar na naapektuhan ng kalamidad.
  4. Ang mga bayarin para sa isang jack at mga nauugnay na mga kable sa pansamantalang o bagong lokasyon ay mawawala.
  5. Ang mga bayarin hanggang sa limang mga jacks (para sa mga customer na may isang wiring plan) o isang jack (para sa mga customer na walang plano ng mga kable), at ang nauugnay na mga kable ay ibabalik kapag ang customer ay bumalik sa kanilang permanenteng lokasyon.
Vietnamese

Chương trình Cứu trợ Thảm họa Khẩn cấp California được thiết kế để giúp các khách hàng doanh nghiệp và dân cư ở California của chúng tôi gặp khủng hoảng tài chính hoặc nhà ở do thảm họa giữ các dịch vụ quan trọng và nhận được hỗ trợ trong thảm họa ở California. Khi đó, Thống đốc California hoặc Tổng thống Hoa Kỳ tuyên bố tình trạng khẩn cấp và thảm họa liên quan đã dẫn đến việc mất hoặc gián đoạn việc cung cấp hoặc nhận các dịch vụ do Công ty cung cấp hoặc dẫn đến suy thoái các dịch vụ đó, các biện pháp cứu trợ thiên tai sau đây sẽ được thực hiện khi áp dụng:

  1. Phí kích hoạt một lần để thiết lập chuyển tiếp cuộc gọi từ xa, truy cập từ xa để chuyển tiếp cuộc gọi, tính năng chuyển tiếp cuộc gọi và dịch vụ nhắn tin sẽ được miễn.
  2. Một tháng của tỷ lệ hàng tháng cho các tính năng được liệt kê trong 1. ở trên sẽ được miễn. Việc từ bỏ có thể xuất hiện dưới dạng tín dụng nơi đã được lập hóa đơn trước.
  3. Phí dịch vụ cho việc cài đặt tại địa điểm tạm thời hoặc mới của khách hàng sẽ được miễn, bao gồm cả việc miễn trừ một lần nữa khi khách hàng quay trở lại các cơ sở bị ảnh hưởng bởi thảm họa.
  4. Phí cho một jack và hệ thống dây liên quan tại vị trí tạm thời hoặc mới sẽ được miễn.
  5. Lệ ​​phí cho tối đa năm giắc cắm (đối với khách hàng có sơ đồ nối dây) hoặc một giắc cắm (đối với khách hàng không có sơ đồ nối dây) và hệ thống dây điện liên quan sẽ được miễn khi khách hàng quay lại vị trí cố định.
Korean

California Emergency Disaster Relief Program은 재난으로 인해 주택 또는 금융 위기를 겪고있는 캘리포니아 비즈니스 및 거주 고객이 중요한 서비스를 유지하고 캘리포니아 재난 발생시 지원을받을 수 있도록 돕기 위해 마련되었습니다. 캘리포니아 주지사 또는 미국 대통령이 비상 사태를 선포하고 관련 재난으로 인해 회사가 제공 한 서비스의 제공 또는 서비스 제공이 중단되거나 중단되거나 그러한 서비스가 저하 된 경우 해당되는 경우 다음과 같은 재난 구호 조치가 시행됩니다.

  1.  원격 착신 전환, 착신 전환에 대한 원격 액세스, 착신 전환 기능 및 메시징 서비스를 설정하기위한 1 회 가입비가 면제됩니다.
  2. 위 1에 나열된 기능에 대한 월간 요금의 1 개월이 면제됩니다. 면제는 사전 청구 된 크레딧으로 표시 될 수 있습니다.
  3. 고객이 재난의 영향을받는 구내로 돌아갈 때 다시 포기하는 것을 포함하여 고객의 임시 또는 새로운 영구 장소에 설치하기위한 서비스 요금이 면제됩니다.
  4. 임시 또는 새로운 장소에서 하나의 잭과 관련 배선 비용이 면제됩니다.
  5. 최대 5 개의 잭 (배선 계획이있는 고객) 또는 1 개의 잭 (배선 계획이없는 고객의 경우)에 대한 요금 및 고객이 영구적 위치로 돌아 오면 관련 배선이 면제됩니다.

 

Russian

Программа помощи в чрезвычайных ситуациях в Калифорнии разработана, чтобы помочь нашим деловым и бытовым клиентам в Калифорнии, которые испытывают жилищный или финансовый кризис из-за стихийного бедствия, сохранить жизненно важные услуги и получить поддержку после катастрофы в Калифорнии. Когда тогдашний губернатор Калифорнии или президент Соединенных Штатов объявляют чрезвычайное положение, и связанная с этим катастрофа привела к потере или нарушению доставки или получения услуг, предоставляемых Компанией, или привела к ухудшению этих услуг, в случае необходимости будут приняты следующие меры по оказанию помощи при бедствиях:

  1. Одноразовые сборы за активацию для установления удаленной переадресации, удаленного доступа к переадресации, функций переадресации и служб обмена сообщениями будут отменены.
  2. Один месяц месячной ставки для функций, перечисленных в 1. выше, будет отменен. Отказ может появиться как кредит, если он был выставлен заранее.
  3. Оплата за установку во временном или новом постоянном месте клиента будет отменена, включая повторный отказ, когда клиент вернется в пострадавшие от стихийного бедствия помещения.
  4. Плата за одно гнездо и соответствующую проводку во временном или новом месте будет отменена.
  5. Плата за до пяти разъемов (для клиентов с планом подключения) или одного разъема (для клиентов без плана подключения), а также связанные с ним проводки будут отменены, когда клиент вернется в свое постоянное местоположение.

Are you having trouble using the telephone due to a hearing or speech disability?

Relay is a free telephone service that uses specially trained communications assistants to facilitate telephone calls between people with hearing and speech disabilities and other individuals. Calls can be made to anywhere in the world, 24 hours a day, 365 days a year. All calls are completely confidential. To make a relay call dial 7-1-1. Once connected to the relay service, tell the communications assistant the type of relay call you wish to make. Or, you may dial the specific toll-free number for the type of relay service.

Types of Relay Services

Captioned Telephone Service (CTS) CTS uses a special telephone with a text display screen so that a person who is hard of hearing can listen to and read captions of everything the other person on the call says. You speak directly to the other person on the call, and a relay communications assistant transcribes everything the other person says into captions, which appear on the display screen of your CTS phone.

Emergency Assistance: TTY callers should dial 911 directly in an emergency. All 911 centers are equipped to handle TTY calls.

Internet Protocol Captioned Telephone Service (IP CTS) Internet-based forms of CTS are available for those who would like to use CTS on a computer, tablet, or smartphone. Go to: www.fcc.gov/consumers/guides/internet-protocol-ip-captioned-telephone-service.

Computer (ASCII): Computer users can access Minnesota Relay. Set your communications software to the following protocols: speeds ranging from 300 to 2400; 8 Bits; No Parity; 1 Stop Bit; Full Duplex. When calling at a rate of 300 or below, follow the above using Half Duplex.

Hearing Carry Over (HCO): HCO allows a person who can hear clearly but who has very limited or no speech capability to make phone calls. Using a special text telephone, you type your conversation for the relay communications assistant to read to the other person, and listen directly to the other person’s response.

Hearing User: A hearing person may use a standard telephone or mobile phone to place a relay call and speak with a person who is deaf, hard of hearing, or speech disabled.

Internet Protocol (IP) Relay IP Relay combines text-based relay service with the ease of the Internet – no need for a TTY. You can make your relay call using a computer, laptop, tablet, or smartphone. Go to: www.sprintrelay.com.

Spanish Relay: Spanish speaking persons with a hearing or speech disability are able to make relay calls. This is not a translation service – both parties must speak Spanish, and at least one party must have a hearing or speech disability.

Speech-to-Speech (STS): STS allows a person who has difficulty speaking or being understood on the phone to communicate using his or her own voice or voice synthesizer. The communications assistant re-voices your words so that the other person on the call can understand them, and the other person speaks directly to you.

Text Telephone (TTY): This service allows a person who is deaf, deafblind, or speech disabled to use a TTY to communicate with the other person on the call.

Video Relay Service (VRS) VRS allows a person who uses American Sign Language (ASL) to communicate over the phone. The VRS user connects to the relay communications assistant via an Internet-enabled device with a video camera. The communications assistant relays the conversation back and forth between the parties – in ASL with the VRS user and by voice with the called party. Go to: www.fcc.gov/consumers/guides/video-relay-services.

Voice Carry Over (VCO): VCO allows a person with a hearing disability, but who wants to use his or her own voice, to speak directly to the other party. The communications assistant then types the other party’s response, which is displayed on the VCO user’s text telephone.

You may also file a complaint with the Federal Communications Commission:

www.fcc.gov/complaints
Voice: 1-888-225-5322
TTY: 1-888-835-5322
ASL via VP: 1-844-432-2275

My question is not here. Where do I send my question?

Please send your question to billing@interfacesystems.com or call us at 866-593-3485 between the hours of 8:00 AM and 5:00 PM Central Time, Monday through Friday.

 For complete list of departments, toll free numbers and an email form, please visit our CONTACT US page.