Yes 2.70 Last Payment Received 166 8 Residential » Balance and Billing » More Options » Payments » main menu » hung up and called back » Residential » Balance and Billing » Get my account balance » account # or SSN » recent payment info Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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You want to confirm that the utility received your most recent payment. Off Navigation 2 I had to call twice to figure out where to find my last payment information. On my first call, I chose more options in the Balance and Billing menu because I didn't hear an option for my last payment. However, this didn't take me to where I needed. I got frustrated and hung up and called back because I did not feel like I could go back easily after choosing the wrong path. On my second attempt I guessed that maybe it would be under my account balance. While I did find it on the second try, this was not intuitive. I'd recommend adding last payment information as a menu option or adding it to the 'Get My Account Balance" so customers know exactly where to find it. 212407 Functionality 1 I don't think this task was intuitive as I was looking for payment history over balance and billing (the wording confused me). I did not like that I had to repeat myself multiple times in the two calls I made because the IVR didn't recognize or understand me. I ended up resorting to typing the numbers in because the voice recognition was slow. I also didn't like how much information I had to type in or confirm when authenticating my account (I needed my SSN or account number, then confirm my street number, and then type in the last 4 of my SSN). This could be streamlined to just my SSN and maybe confirm my street address. Another minor issue was the message at the beginning of the call that told me to call back later as they were experiencing high call volume. I understand there will be times when the call volume is high, but I would have liked them to give me an approximate hold time or give me the option to be called back. 212407 Delivery 5 The voice was clear and not too loud or too soft. He spoke a little slowly, but I prefered that when trying to hear all the options. I understood the voice and the pacing was normal. 212407