What to do if your payment's declined
If your payment is declined, it's important to fix the problem so you aren't charged additional fees and your service isn't disconnected.
First and foremost, get in contact with us so we know you are re-submitting your payment.
Next, there are several ways to pay your bill quickly:
- Paying in person offers the most flexibility and is available at different locations.
- If you'd rather not make a trip, pay your bill online using My Account or Quick Bill Pay.
- Paying by phone is a convenient option if you can't get online or to a payment location.
- Or, you can work directly with a payment specialist to create a payment plan.
Did you know? If you are reading this article because your bank contacted you about a returned check, you probably have received that information before we have. When we know that a customer's payment has been declined, we try to call him/her, and then we may also send a letter.
So, if the bank is contacting you before we do, chat with us and let us know about the returned check so we can make a note on your account and help you with payment arrangements.
Reasons your payment may have been declined
The top 3 reasons payments don't go through are:
- Insufficient funds in the account
- Closed, canceled or expired accounts
- Invalid account numbers
To troubleshoot specifically why your payment might have been declined, consider these questions.
|How you're paying||What might be the problem:|
Credit of debit card
What to expect next
Because there are expenses associated with re-processing payments, we charge a fee when a payment is declined. The fee varies based on where you live and ranges from $10 to $25 per incident.
In this situation, by the time we sort out all the details, there's a good chance that your payment will also be late. In that case, you may be charged a late fee. Fees range from a flat $5 to a percentage of the amount due. You can estimate your late fee prior to receiving your next bill.
If your bill is past due, you run the risk of having your service disconnected. To avoid any interruption in service, contact us so we can help you get your account straightened out and make any necessary payment arrangements.