New Idaho Power billing system leads to frustration, long hold times

October 10, 2013 

A high volume of calls after Idaho Power’s transition to a new customer billing system means long hold times and frustration for customers, and the power company is asking customers to use its online account manager instead.

“We know our customers are having difficulty contacting us,” Customer Service Manager Maggie Brilz said in a news release Wednesday. “While we are working diligently to resolve this issue, we are temporarily suspending collections and service shut-offs.”

The company says most callers are able to select the self-help option, but the volume of calls has tied up the customer service lines periodically, resulted in customers receiving a busy signal. The option for customers to leave a number for callback has not been consistently available.

“We acknowledge long hold times have had significant impact on our customers,” Brilz said. “We encourage the use of our online tools to do business as we continue to work through these issues.”

The utility recommends customers go online to for self-service options such as making payment arrangements, transferring service, changing mailing address or phone numbers and accessing energy-usage data.

Idaho Power hired additional employees and trained existing customer service staff before implementing the new billing system Sept. 1, according to the company news release.

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