On a scale of 1 to 10, Stephanie Dodson’s frustration level is off the charts.
"My frustration level is 20,” said Dodson. “Definitely 20."
Upset with her bill, Dodson called to get answers, but all she heard was this:
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“Sorry for the inconvenience”
"A lot of times you are on hold for 10 to 20 minutes,” said Dodson. “On your breaks, on lunch or whatever, you do not have time to do that."
Dodson said she was used to getting one bill at the beginning of the month, one for water and sewer, the other for natural gas. Now she gets one bill that is more difficult for her to pay all at once. She said the worst part is the fact that there is no one she can talk to about it.
Sarah Holsapple with Citizens Energy Group said the call center trouble should be chalked up to growing pains.
"This is not something that our customers are used to and we do not want them to think this something they should get used to," said Holsapple.
Holsapple said Citizens is taking these steps to make things right.
- Adding more call representatives
- Implementing mandatory overtime for those call representatives
- Adding 70 new lines.
"We are doing everything we can to reduce that call volume because nobody likes to sit on hold for that long, especially when you are just being bounced around from one automated message to the next," said Holsapple.
For Stephanie Dodson, those changes could not come soon enough.
"I was just going to go down there, because I figured that was my only chance of actually talking to somebody," said Dodson.
Holsapple said if you have questions about your service, or your bill, there are new ways to get in touch with Citizens Energy.
You can call (317)924-3311 to talk about your bill, or to see if you are eligible for customized service.
If you would like to pay a bill by phone, call (317)924-3310
If you have a general question you can message a member of Citizens Energy Group by emailing: customercare@citizensenergygroup.com
