We are extending the relaxed requirements on Deferred Payment Plans to offer customers additional help with their utility bills. The extension will last until October 31, 2011.
The Deferred Payment Plan (DEFB) is designed to allow customers who are experiencing a temporary financial hardship and/or have a past due or large utility bill ($500 or more) to pay the bill in installments. The relaxed requirements include:
• The dollar limit of money owed to qualify for a DEFB was reduced from $500 to $275.
• The minimum initial payment required to get a DEFB was changed to 25% of the outstanding balance owed or $275, whichever is less.
Customers are eligible for Deferred Payment plans based on their past due or large balance; their ability to pay and payment history among other qualifications.
The relaxed requirements are the latest initiative by MLGW to help customers manage bills from one of the hottest summers on record. MLGW is currently processing about 75 DEFB requests a day.
To inquire about a Deferred Payment Plan, customers can visit one of MLGW's five Community Office locations and speak with a counselor. Customers may also call MLGW's Customer Care Center, Monday-Friday (7 a.m.-7 p.m.) at 544-MLGW (6549), select language of choice, and press 2-3-4 to speak with a Service Advisor. Due to increased call volumes, MLGW customers may experience longer-than-usual hold times
Friday, September 30, 2011
Tips for Customers Experiencing Long Hold Times
We’ve had some long hold times for customers calling the CCC recently, mainly due to summer bill inquiries and payment arrangements.
To help with the current high call volume, the CCC will be open on Saturdays for the foreseeable future, from 8 a.m. until 4 p.m. There is no plan currently to open the Community Offices during this time. In addition, MLGW is extending the weekday hours of the CCC to 9 p.m.
When calling, here are some helpful reminders:
1. To reach an MLGW Customer Service representative: For billing, payment & reconnect issues, call 544-6549.
• To start, stop or transfer service, call 820-7878.
• For trouble calls and pilot safety inspections, call 820-7878.
• To report electrical outages, call 544-6500.
• Listen closely to the menus. Listen to each menu option.
• Press 9 to hear menu options again.
• Select the menu option that most closely matches your need.
• Almost every prompt in the IVR can transfer you to a live agent. Listen at the end of the menu for “Press 0 to speak to a customer service representative” after second or third time through menu.
2. Customer's experience (wait and proper routing) is greatly enhanced when the customer makes a selection in the IVR that closely matches his or her need. Entering invalid numbers or characters to force a transfer or non-selection of language to force a timeout transfer puts customers in unknown queues that take longer to answer.
3. Consider using our self-service channels: payment arrangements/account inquiries via IVR, www.mlgw.com and web mail for items that do not require an immediate answer. Payment extensions can also be requested online and via MLGW’s iPhone app. Always have your MLGW Account number available to access our self-service channels. Customers are asked to please contact via one channel at the same time: either voice, web chat, web forms, IVR or e-mail. Contacting us at multiple channels simultaneously is diverting valuable human resources to address multiple contacts for the same issue or request.
4. MLGW Emergency lines (dedicated or IVR) should only be used for 911 types of emergencies invovling utilities, such as gas leak, an odor of gas, downed or sparking electrical lines, burst inside or outside water lines or unsafe MLGW street barricades. MLGW cannot assist customers who are requesting reconnection of services, payments arrangements, or bill complaints through the emergency hotline. Using the emergency line for non-emergency inquiries could potentially hamper the ability of MLGW representatives to respond to life-threatening situations of other customers.
5. IVR (Automated Phone System) Design Points.
MLGW's Interactive Voice Response (IVR) Unit is designed around the following two factors:
1. Order of important calls (emergency, outage and trouble calls and then billing & payment issues)
2. Highest call volume (reconnects, payment arrangements, billing inquiries. etc.).
The IVR's Main Menu presents the following:
1. Language: 1-English and 3-Spanish
2. Emergency (Press 1-Emergency) or Non-Emergency (Press 2-To Continue).
The IVR's Non-Emergency Menu presents the following:
1. 820-7878: Utility Service Outage Reporting (no electricity, no gas or no water)
2. 820-7878: Utility Service Trouble Reporting and Builder's Support
3. 544-6549: Residential Billing and Payment Services (Balance, Assistance, Statements)
3. 820-7878: Residential Utility Services (Start/Stop/Transfer and Pilot Safety Inspections)
4. 544-6549: Commercial Billing and Payment Services (Balance, Assistance, Statements)
4. 820-7878: Commercial Utility Services (Start/Stop/Transfer)
5. 544-6549: General Information (Mailing Address, Phone Numbers, Payment Locations)
To help with the current high call volume, the CCC will be open on Saturdays for the foreseeable future, from 8 a.m. until 4 p.m. There is no plan currently to open the Community Offices during this time. In addition, MLGW is extending the weekday hours of the CCC to 9 p.m.
When calling, here are some helpful reminders:1. To reach an MLGW Customer Service representative: For billing, payment & reconnect issues, call 544-6549.
• To start, stop or transfer service, call 820-7878.
• For trouble calls and pilot safety inspections, call 820-7878.
• To report electrical outages, call 544-6500.
• Listen closely to the menus. Listen to each menu option.
• Press 9 to hear menu options again.
• Select the menu option that most closely matches your need.
• Almost every prompt in the IVR can transfer you to a live agent. Listen at the end of the menu for “Press 0 to speak to a customer service representative” after second or third time through menu.
2. Customer's experience (wait and proper routing) is greatly enhanced when the customer makes a selection in the IVR that closely matches his or her need. Entering invalid numbers or characters to force a transfer or non-selection of language to force a timeout transfer puts customers in unknown queues that take longer to answer.
3. Consider using our self-service channels: payment arrangements/account inquiries via IVR, www.mlgw.com and web mail for items that do not require an immediate answer. Payment extensions can also be requested online and via MLGW’s iPhone app. Always have your MLGW Account number available to access our self-service channels. Customers are asked to please contact via one channel at the same time: either voice, web chat, web forms, IVR or e-mail. Contacting us at multiple channels simultaneously is diverting valuable human resources to address multiple contacts for the same issue or request.
4. MLGW Emergency lines (dedicated or IVR) should only be used for 911 types of emergencies invovling utilities, such as gas leak, an odor of gas, downed or sparking electrical lines, burst inside or outside water lines or unsafe MLGW street barricades. MLGW cannot assist customers who are requesting reconnection of services, payments arrangements, or bill complaints through the emergency hotline. Using the emergency line for non-emergency inquiries could potentially hamper the ability of MLGW representatives to respond to life-threatening situations of other customers.
5. IVR (Automated Phone System) Design Points.
MLGW's Interactive Voice Response (IVR) Unit is designed around the following two factors:
1. Order of important calls (emergency, outage and trouble calls and then billing & payment issues)
2. Highest call volume (reconnects, payment arrangements, billing inquiries. etc.).
The IVR's Main Menu presents the following:
1. Language: 1-English and 3-Spanish
2. Emergency (Press 1-Emergency) or Non-Emergency (Press 2-To Continue).
The IVR's Non-Emergency Menu presents the following:
1. 820-7878: Utility Service Outage Reporting (no electricity, no gas or no water)
2. 820-7878: Utility Service Trouble Reporting and Builder's Support
3. 544-6549: Residential Billing and Payment Services (Balance, Assistance, Statements)
3. 820-7878: Residential Utility Services (Start/Stop/Transfer and Pilot Safety Inspections)
4. 544-6549: Commercial Billing and Payment Services (Balance, Assistance, Statements)
4. 820-7878: Commercial Utility Services (Start/Stop/Transfer)
5. 544-6549: General Information (Mailing Address, Phone Numbers, Payment Locations)
Thursday, September 22, 2011
Late Fee Allowances
I've been getting some inquiries about this section of our monthly bills:
What are late fee allowances?
This number, which ranges from 0 to 6, is similar to our old "K" program. The number represents the number of times a customer has consecutively paid the bill in full by the net due date. When a customers pays on time six times in a row, the late fee allowance will equal 6. Then the customer is able to pay the bill late without getting charged a late fee.
What are late fee allowances?
This number, which ranges from 0 to 6, is similar to our old "K" program. The number represents the number of times a customer has consecutively paid the bill in full by the net due date. When a customers pays on time six times in a row, the late fee allowance will equal 6. Then the customer is able to pay the bill late without getting charged a late fee.
Monday, September 19, 2011
Friday, September 16, 2011
Park(ing) Day
If you downtowners didn't make it over to Peabody Place on your lunchbreak, swing by before you leave the office. It's our first ever Park(ing) Day, which means that seventeen groups have transformed parking spots into parks. The idea being that if more people used public transportation or human-powered transportation, we wouldn't need so many parking spaces. The groups were asked to re-imagine the parking spaces as parks, art space, or whatever.
There wasn't a competition for the best spot, but my vote definitely goes to brg3s for their Teeter Tire. That's the Downtown Memphis Commission's president Paul Morris giving it a try.
I also liked the benches with bicycle parking. Here you can see the impact of cars vs. bicycles on the atmosphere.
And an honorable mention goes to Crosstown Arts for giving away free food and iced coffee in their booth.
It's a really fun event that is worth a look. I'm excited to see this event grow. We'll have to get to work on a MLGW concept for next year!
The mission of PARK(ing) Day is to call attention to the need for more urban open space, to generate critical debate around how public space is created and allocated, and to improve the quality of urban human habitat during the event.
There wasn't a competition for the best spot, but my vote definitely goes to brg3s for their Teeter Tire. That's the Downtown Memphis Commission's president Paul Morris giving it a try.
I also liked the benches with bicycle parking. Here you can see the impact of cars vs. bicycles on the atmosphere.
And an honorable mention goes to Crosstown Arts for giving away free food and iced coffee in their booth.
It's a really fun event that is worth a look. I'm excited to see this event grow. We'll have to get to work on a MLGW concept for next year!
MLGW Offers Relaxed Deferred Payment Plan Through September 30
The Deferred Payment Plan (DEFB) is designed to allow customers who are experiencing a temporary financial hardship and/or have a past due or large utility bill ($500 or more) to pay the bill in installments. The relaxed requirements include:
• The dollar limit of money owed to qualify for a DEFB was reduced from $500 to $275.
• The minimum initial payment required to get a DEFB was changed to 25% of the total balance owed or $275, whichever is less.
Customers are eligible for Deferred Payment plans based on their past due or large balance; their ability to pay and payment history among other qualifications.
The relaxed requirements are the latest initiative by MLGW to help customers manage bills from one of the hottest summers on record.
From July 15 through Sept. 2, 1,562 customers signed up for MLGW’s Special Reconnection Program, which has ended. During that same period, 3,162 Deferred Payment Plans, totaling $2.68 million, were created. MLGW created approximately 40 Deferred Payment Plans a day compared to 20 a day on a normal basis. Since Sept. 2, approximately 100 Deferred Payment Plans a day are being created.
To inquire about a Deferred Payment Plan, customers can visit one of MLGW’s five Community Office locations and speak with a counselor. Customers may also call MLGW's Customer Care Center, Monday-Friday (7 a.m.-7 p.m.) at 544-MLGW (6549), select language of choice, and press 2-3-4 to speak with a Service Advisor.
• The dollar limit of money owed to qualify for a DEFB was reduced from $500 to $275.
• The minimum initial payment required to get a DEFB was changed to 25% of the total balance owed or $275, whichever is less.
Customers are eligible for Deferred Payment plans based on their past due or large balance; their ability to pay and payment history among other qualifications.
The relaxed requirements are the latest initiative by MLGW to help customers manage bills from one of the hottest summers on record.
From July 15 through Sept. 2, 1,562 customers signed up for MLGW’s Special Reconnection Program, which has ended. During that same period, 3,162 Deferred Payment Plans, totaling $2.68 million, were created. MLGW created approximately 40 Deferred Payment Plans a day compared to 20 a day on a normal basis. Since Sept. 2, approximately 100 Deferred Payment Plans a day are being created.
To inquire about a Deferred Payment Plan, customers can visit one of MLGW’s five Community Office locations and speak with a counselor. Customers may also call MLGW's Customer Care Center, Monday-Friday (7 a.m.-7 p.m.) at 544-MLGW (6549), select language of choice, and press 2-3-4 to speak with a Service Advisor.
Tuesday, September 13, 2011
Helping Our Customers
Now that cooler temperatures are here, our emergency Special Reconnect Program is no longer available. However we are continuing to help our customers by relaxing the requirements on Deferred Payment Plans (DEFB) until September 30th.
• The dollar limit of money owed to qualify for a DEFB was reduced from $500 to $275, and
• The minimum initial payment required to get a DEFB was changed to 25% of the outstanding balance owed or $275, whichever is less.
If you are behind, please come into one of our Community Offices and speak with a counselor.
Also, of note:
From July 15th through Sept 2nd:
1562 Special Reconnects were completed.
3172 DEFB’s totaling $2,680,000 were created.
Post Sept 2nd:
Approximately 100 DEFB’s per day are being created, which is five times higher than normal.
• The dollar limit of money owed to qualify for a DEFB was reduced from $500 to $275, and
• The minimum initial payment required to get a DEFB was changed to 25% of the outstanding balance owed or $275, whichever is less.
If you are behind, please come into one of our Community Offices and speak with a counselor.
Also, of note:
From July 15th through Sept 2nd:
1562 Special Reconnects were completed.
3172 DEFB’s totaling $2,680,000 were created.
Post Sept 2nd:
Approximately 100 DEFB’s per day are being created, which is five times higher than normal.
Friday, September 9, 2011
$100 Discount on Energy Evaluations
If high summer energy bills are causing your money to fly out the window, now’s the time for an In Home Energy Evaluation from your local power company and TVA.
But hurry. For a limited time only, the Home Energy Evaluation fee has been drastically reduced. That’s right. You can save $100 on the cost of the home assessment.
You’ll save energy and money.
For details, call 1-866-441-1430 or visit energyright.com for more information.
But hurry. For a limited time only, the Home Energy Evaluation fee has been drastically reduced. That’s right. You can save $100 on the cost of the home assessment.
You’ll save energy and money.
For details, call 1-866-441-1430 or visit energyright.com for more information.
Wednesday, September 7, 2011
Upcoming Energy Smart Workshops
Want to learn how to caulk your windows, weatherstrip your doors, repair duct work and more? Sign up for a free Energy Smart workshop. All participants will receive a TVA Energy Kit worth $40.
Sign up today!
SEPTEMBER
Tuesday, Sept. 13 @ 10:30 a.m.
The Collierville/Burch Library, 501 Poplar View Parkway, Collierville, TN 38017
901-457-2600
Tuesday, Sept. 27 @ 10:30 a.m.
(In Spanish)
Whitehaven Branch, 4120 Millbranch Rd., 38116
415-2781
Saturday, Sept. 24 @ 10:30 a.m.
North Branch, 1192 Vollintine, 38107
415-2775
OCTOBER
Saturday, Oct. 1 @ 10:30 a.m.
Whitehaven Branch, 4120 Millbranch Rd., 38116
415-2781
Saturday, Oct. 8 @ 10:30 a.m.
Cherokee Branch, 3300 Sharpe, 38111
415-2762
NOVEMBER
Saturday, Nov. 5 @ 10:30 a.m.
Parkway Village Branch, 4655 Knight Arnold, 38118
415-2776
Tuesday, Nov. 8 @ 4:30 p.m.
(In Spanish)
Cordova Branch, 8457 Trinity Rd., 38018
415-2764
DECEMBER
Saturday, Dec. 3 @ 10:30 a.m.
Poplar-White Station Branch, 5094 Poplar, 38117
415-2777
Tuesday, Dec. 6 @ 10:30 a.m.
South Branch, 1929 S. Third, 38109
415-2780
Thursday, September 1, 2011
Pre-Holiday To Do List
Before ending your work week in order to begin the upcoming holiday, please do the following:
-Turn off all area and common area Corporate TVs.
-Turn off all task lighting located in workstations (under cabinets/shelves).
-Turn off all PCs, monitors, lap tops and speakers (if possible).
-Turn off or unplug all small electronics/appliances (fans, coffee pots, radios, etc.).
-Turn off all non-essential lighting (areas, under cabinets, storage, closets, etc.).
-Turn off all copiers/printers (if possible).
-Turn off equipment that will not be needed after working hours.
-If it is not needed, turn it off.
YOU have the Power to save energy. Thanks for wisely using resources.
-Turn off all area and common area Corporate TVs.
-Turn off all task lighting located in workstations (under cabinets/shelves).
-Turn off all PCs, monitors, lap tops and speakers (if possible).
-Turn off or unplug all small electronics/appliances (fans, coffee pots, radios, etc.).
-Turn off all non-essential lighting (areas, under cabinets, storage, closets, etc.).
-Turn off all copiers/printers (if possible).
-Turn off equipment that will not be needed after working hours.
-If it is not needed, turn it off.
YOU have the Power to save energy. Thanks for wisely using resources.
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