Yes 4.00 Payment Arrangements 35 3 Service to home -- » Electric power account -- » Credit arrangements on past due bills -- » enter account number -- » confirm account number -- » told I needed to speak to a representative to set up an arrangement and I was transferred to customer service Touchtone system Yes
epb_ivr_taskg_clean.mp3 Off
This scenario involves two different tasks. For each, you are not able to pay your bill on time. 1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time. 2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 4 Navigation for this was very straightforward. The first two menus (account type and service type) were quick and easy to understand and the main menu had a clear option for payment arrangements. Unfortunately I couldn't complete my task in the IVR but it didn't take too long to get to an agent. 214064 Functionality 3 This was very easy to find with "credit arrangements for past due bills" being the third option on the main menu. I wish it would have told me my balance after I input my account number but I was just informed that my payment arrangement could not be completed in the system and I needed to talk with a customer service representative. I'm assuming I couldn't set up an arrangement because my balance was too high. When I called back and listened to my general account information, the past due balance was over $900. I assume for a lesser past due balance this would be an easy task to accomplish. 214064 Delivery 5 Delivery was clear and well-paced. The voice was consistent. 214064