Interactive Voice Response System (IVR)

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touchphoner80x90Effective June 2004, the Billing and Collection department has implemented the Interactive Voice Response system (IVR) payment module for customers who wish to pay their utility bill over the telephone. This new module was implemented due to the dramatic increase in customers paying their utility bills by credit card. The driving force behind purchasing this addition was to create a mechanism for customers to make their utility payments after hours, thereby improving customer service. Customers can make their payments using this method 24 hours a day, 7 days a week. Payments made by over the phone using Visa, MasterCard, Discover, American Express, debit cards and checks are accepted.

The new payment method is an addition to the existing IVR system, which has been in place for over a year. The IVR system also allows customers to access their account information, as well as payment and billing histories.

blktechsupp_aThere is no fee to use the IVR payment module and the process is user-friendly. The customer needs only to call Customer Service at 335-3204, access his account information from the menu and follow the prompts, [read the complete prompt instructions here] in English or Spanish, to pay the total balance due on his account or only the past due amount. Once the customer’s transaction is complete, he will receive an authorization code. The payment will be credited to his account within three (3) business days. However, Billing and Collection recommends that customers not use this payment option if it is on or after the “cut-off” date on their bill. Doing so will create a delay in reconnection should the customer’s service be terminated before the payment is credited to the account. For questions or problems regarding the IVR system, please contact Customer Service at (432) 335-3204, Monday – Friday, 8:00 a.m. to 5:30 p.m.

Please note that we are still available to you during business hours if you like to talk to a representative. The City of Odessa cares about your concerns and wants to make it easy for you to reach us. Talk to us at anytime.