Wednesday, October 9, 2013

Surge of Idaho Power Customer Calls Triggers Busy Signals, Long Hold Times

Posted By on Wed, Oct 9, 2013 at 1:06 PM

Idaho Power officials said the afternoon of Oct. 9 that they needed to apologize to their customers. In the company's transition to a new customer billing system, the state's largest utility said its customer service center was experiencing an increase in calls.

Due to the problem, Idaho Power said it would suspend termination of service to any customers that were trying to reach the utility with a collection or billing issue.

“We know our customers are having difficulty contacting us,” said Maggie Brilz, Idaho Power Customer Service Manager. “While we are working diligently to resolve this issue, we are temporarily suspending collections and service shut-offs. We appreciate our customers’ understanding and patience during this transition.”

Because of the high volume of calls, some customers have received repeated busy signals. Additionally, the virtual hold option, which allows customers to leave a number for callback from a customer service representative, has not been consistently available.

Meanwhile Idaho Power is urging customers to use its online account system at for self-service options such as making payment arrangements, transferring service, changes of address and accessing energy usage.

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