Idaho Power call center asks customers for patience in transition to new billing system
Idaho Power reports that its Customer Service Center is experiencing an increase in calls following the transition to a new customer billing system. With extended hold times, the utility recommends customers use its online Account Manager at www.idahopower.com/register for self-service options such as: making payment arrangements, transferring service, changing mailing address/phone numbers and accessing energy usage.
When calling the Customer Service line at (208) 388-2323 on Wednesday morning, Idaho On Your Side received a message that said wait times were currently 31 minutes.
“We know our customers are having difficulty contacting us,” said Maggie Brilz, 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.”
In preparation to implement the new system on Sept. 1, the Customer Service Center staff received extensive training and additional employees were hired. Although most callers are able to select the self-help option, the volume of calls has tied up those lines periodically and resulted in customers receiving a busy signal. In addition, the virtual hold option, which allows customers to leave a number for callback from a customer service representative, has not been consistently available.
“We acknowledge long hold times have had significant impact on our customers,” said Brilz. “We encourage the use of our online tools to do business as we continue to work through these issues.”