Illinois American Water Reminds Customers about Customer
Assistance Program and Payment Plans
Will continue moratorium on shut-offs
through August
Late fees will resume in September bills
Payment plans available
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[July 28, 2020]
Illinois American Water is reminding customers of the company’s customer
assistance program H2O Help to Others and available payment plans.
Customers who are behind in payment are encouraged to call 800-422-2782
to discuss options.
“We want to help our customers who are experiencing a hardship, whether
it be due to COVID-19, loss of employment or health concerns. We
understand it can be hard to get back on track once an account falls
behind. This is why we have several options to help customers, including
financial assistance,” said Vice President of Operations Elizabeth
Matthews.
In March, American Water voluntarily placed a moratorium on customer
accounts to prevent shut off for non-payment and late fees for late
payments. The company also reinstated service for customers who were
previously shut off for nonpayment. An Illinois Commerce Commission
(ICC) order approved in June allows for the reinstatement of utility
procedures for nonpayment and late payments at the end of July.
Illinois American Water is holding off on reinstating these procedures
until September. This means a customer with an unresolved past due
balance would see a late fee applied to their August service(s). This
bill would be issued in September.
Matthews said, “As utilities comply with the ICC’s agreement and begin
normal practices of applying late fees and shutting off for nonpayment,
we want to be sure it doesn’t take our customers by surprise. It’s
important they receive the assistance they need to avoid an interruption
in their service.”
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To assist customers Illinois American Water has implemented flexible payment
plans and payment options. More information about these plans are available
online at illinoisamwater.com under Customer Service & Billing in the Customer
Assistance Program section. The company also offers budget billing so
residential customers can pay a fixed monthly payment over a period of 12
months.
In addition, Illinois American Water’s H2O Help to Others program offers
financial assistance to residential customers in need. The program is offered to
Illinois American Water customers and is administered by Salvation Army agencies
within the company’s service area. Customers will receive a bill insert about
the program in an upcoming bill. Information will also be provided in letters to
customers who are behind in making payments. Information can also be found
online at www.
illinoisamwater.com under Customer
Service & Billing in the Customer Assistance Program section.
The guidelines of the H2O Help to Others program allow customers to apply for
assistance of up to $200, regardless of income. A customer only needs to
have experienced a financial hardship.
Matthews explained, “Our customer assistance program is not based on income to
ensure it is inclusive for all of our customers who may be experiencing
hardship. It’s important we do what we can to help our customers – our friends
and neighbors.”
[Karen Cotton] |