Attention Oak Ridge Utility Customers!
As you may know by now, the City of Oak Ridge Utility
Business Office has transitioned to a new billing software. Several changes to
our customer bills have caused confusion and concern. For example, billing
dates have changed, customer portals where you can sign up for automatic
payments are different and there are others.
While bank drafts remained in place, for example, budget
billing arrangements did not.
Literally, thousands of customers are attempting to call in
and ask questions about these and other concerns.
Adding to the confusion, onsite support is complicated by
COVID travel restrictions. To add insult to injury, our credit card systems
went down on Friday morning leaving customers unable to make payments online or
in person if paying by credit or debit card.
To be completely honest, the software conversion has had
significantly more issues than we expected.
The software itself is great, but some information is from the old
system and some from the new system and it is causing a lot of issues. We want
to assure you that when this software is completed and functioning correctly,
it will be great.
Please bear with us during this transition and please be
patient. Also, please review the changes we warned you about in the insert that
came with your first bill, the information posted on our City website:
OakRidgeTN.gov, in the newspaper, and on City of Oak Ridge social media
This information is the quickest and best way to get answers
to the questions you may have.
I also ask that if you do not have a critical situation,
consider waiting a couple of weeks before calling in, for example, to
re-establish budget billing. Our small staff is doing the best they can. They
are swamped and the phones are overloaded. Even with everyone working long
hours and handling a phenomenal number of calls, wait times have approached an
hour for some callers.
All of this will work out in time.
But for now, we need your patience and support.
City of Oak Ridge Electric Director