It’s been a while since my last post, but I hope you agree this one couldn’t have come at a better time. It will clear up a few things about our new online billing system. Between hearing about customer issues via twitter and our Call Center, I figured this post could be helpful to some if not all of you.
In an effort to streamline our online customer tools/programs, we have consolidated them into one interactive online tool, “My Account.” Thus, On February 2, we transitioned from our old online bill payment tool, “eBill,” and added the bill payment option to “My Account.”
If you’re attempting to pay your bill online, it’s very simple. If you are already a registered “My Account” user, log into your account and click “View & Pay Bill” on the left navigation menu. If you are not a registered user, you will need to become one.
In order to register for “My Account” and pay your bill, you need to complete these 3 steps:
- Get a copy of your last bill (paper or electronic). See FAQs for more information
- Register for “My Account.” You will need some information from the bill; Account Number, Service Period To Date, and Bill Amount Due.
- View and pay your bill. Log into “My Account,” and click “View & Pay Bill” on the left navigation menu.
If you’re a visual learner, here’s a video that will take you through each step to register. Once you register, you’re all set!
Here are the most frequently asked questions and their answers:
- How can I access my old bill so that I can sign up for My Account?
If you don’t receive paper bills, you will need to log into “eBill” (the old online billing system (DST)) to get a copy of your bill to either print or view. The link is available by clicking “Pay Your Bill Online” from the Pepco home page.
- How were customers notified of this conversion to a new online billing system?
Pepco “eBill” users were notified in advance of the upcoming changes throughout the month of January on the Pepco home page, on DST, and by email.
- Why was the old online billing system data not migrated to the new one?
The old online billing system user IDs and passwords were not migrated to “My Account” to protect customer security. In many cases user IDs that were defined in the old system were already assigned in the new system and we cannot assume it is the same person. The new system security is similar to online banking systems. A migration of the old usernames would have circumvented this security. We apologize for the inconvenience this may have caused you.
- When I call Pepco customer service, why am I having such a long hold time?
Pepco has been experiencing long hold times due to the cold weather and the large volume of customers who are signing up for the new “My Account” online billing system. As well, billing calls were suspended during the storm events in February, so those calls are coming back into the Call Center now. To minimize your inconvenience, we recommend that you ask for a call back when prompted by our automated system.
I hope this post was useful to you. If not, it may be useful to any Pepco customers you may know, so feel free to forward it on to them.
Have a great weekend!
‘Til the next post,