Since the temporary suspension of residential disconnections will end on June 30, we wanted to give everyone a quick update.
During the COVID-19 pandemic, the BTES team has looked for ways to respond in the most helpful ways for our customers. We modified several of our processes and added additional resources to help during this time. In addition to modifying our arrangement process, we also worked closely with the Salvation Army to streamline the Help Your Neighbor Program and to offer additional assistance terms through that program.
We also developed the COVID-19 Customer Action Plan that offers several solutions for each customer that has fallen behind in paying their bill. We realize that what may work for one customer will not work for another. Currently, only one percent of our customers are behind in paying their BTES bill. Thank you to those who have continued to pay their bill on time and to those customers who have contacted us to make a plan for their account.
Since the beginning of the pandemic, we have regularly communicated with our customers that have fallen behind in paying their bill. Communication methods have included individualized and specialized COVID-19 notices on a monthly basis to keep customers aware of their current account balance. We’ve also sent letters and email messages, made phone calls, and posted on Facebook and our website. All of this is in addition to our normal monthly communication through mailed and emailed bills and notices. Additionally, we sent letters to individuals that serve as guarantors on any account that has a past due balance to ensure that we have communicated with all vested parties. We have exhausted every communication method we have on file.
If COVID-19 has impacted your ability to pay your BTES bill, we urge you to contact us as soon as possible. We can be reached at customerservice@btes.net or 423-968-1526.
For a list of ways to pay a BTES bill, please visit our payment options page. For information about local agencies that provide assistance, please visit our assistance page.
As a reminder, to prevent disconnection, please pay by 5pm on June 30 or contact us prior to June 30 to make a plan for your account.
Thank you for allowing us to serve you.
