Yes 4.00 Payment Arrangements 143 5 Residential customers » For billing and payment matters » To request a payment arrangement or if service has been disconnected » [Entered account number] » [Entered last 4 digits of phone number] » To return to the billing and payment menu » Or for other ways to pay » To speak with a representative Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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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 3 It took me a while to figure out what option I needed to select in order to make arrangements to pay my overdue bill over time and/or request more time before paying my bill. Even though I was eventually referred to a representative, I was not able to find an option within IVR that best addressed overdue bills and request for more time to pay, which was a bit frustrating. The first time through the menu I was unsure if I should select "payment arrangement" or "ways to pay." I'm still unsure which option actually addresses this task, even though both get you to a representative who I believe should be able to assist. 210787 Functionality 4 I didn't like not being able to make a request for more time to pay my bill and/or pay my overdue balance over time fully through the IVR. I'm not sure if it's because I selected incorrect options or because I was ineligible, but it would be helpful if the IVR provided more information so that it wouldn't be such a confusing process. 210787 Delivery 5 The tone of voice is pleasant. I like having the option to speak or enter my choices within the IVR. The pace of the IVR is good, with options for returning to previous menus and repeating options as needed. 210787