It is not uncommon for customers to experience financial setbacks which make it difficult to remain current with a utility bill. Utilities are willing to work with customers to avoid a loss of service as well as the expense of a disconnection however a customer must contact the utility prior to the date of disconnection. It is important to note that a utility is only required to offer a customer a payment arrangement once in any twelve-month period. If a customer has failed a payment arrangement within in the last 12 months, it is at the discretion of the utility to offer a subsequent arrangement.
Payment arrangements must be fulfilled to prevent an account from being subject to immediate disconnection. To fulfill an arrangement, generally the current charges and the payment arrangement amount must be paid and posted to the account on the date agreed upon with the utility. (Bear in mind that the current charges and the payment arrangement amount may not be due on the same date.) Any deviation from the arrangement without the consent of the utility may result in the immediate disconnection of service.