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new customer care and billing system
Over the past year, we introduced new resources such as our mobile app, enhanced automated phone system and help &​ support site. And now we are introducing our new customer care and billing system to serve you more efficiently.


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important updates
With the recent installation of our new customer care and billing system, the following are important reminders about your account.

  • payments made online or by phone update your account immediately. There is no need to confirm your payment with us unless your service has been disconnected.​​
  • new account number - you now have a new ten-digit account number.  Your former account number will be linked to your new one for a seamless transactions.
  • aps.com registration – you may need to verify your online account the first time you log in.
  • bank information – the first time you make a payment through one of our self-service options, you will need to re-enter your bank information.

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account management changes
  • new account number - you will be assigned a new ten-digit account number. Your former account number will be linked to your new one for seamless transactions.
  • bank information - the first time you make a payment through one of our self-service options, you will need to re-enter your bank information.
  • program changes - if you are enrolled in AutoPay, SurePay, Equalizer or Pick a Due Date your account will be automatically converted to the new program.
  • usage history - after March 2, 2017, only billing and usage history from January 2016 and forward will be available on aps.com. 
  • aps.com registration - you may need to verify your online account information the first time you log in.
  • service or rate plans - your plan will not change as a result of our new customer care and billing system.

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self-service resources
real-time payments
Payments will post to your account in real time when you make a payment on one of our self-service options:

  • aps.com
  • aps mobile app
  • automated phone system
  • participating retail locations
Since your account balance will update immediately, you won't need to verify receipt with us.
 
The first time you make a payment through one of our self-service options, you will need to re-enter your bank information.
 

aps.com
  • you may need to verify your account information the first time you log ​in
  • account holders can assign guest roles with varying levels of access
  • only account holders can sign up to receive outage, billing and payment, and usage alerts for their account
 
help & support site
 
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automated phone system
  • our new automated phone system features a natural voice persona that is more conversational and interactive
  • answers all of your questions in a timely manner
  • no need to call back and confirm your payment

autopay/surepay
​AutoPay and SurePay are being replaced by our new AutoPay program offering easier self-service options. If you are enrolled in either program your account will be automatically converted.

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manage your account online 24/7​
  • no need to call us or fill out paperwork to make changes
  • update your bank information or add another account
  • enroll or un-enroll at any time
  • if not registered on aps.com, please contact us to manage your account

pause or stop your monthly payment​
  • use the convenient "pause" feature to stop the withdrawal of your billed amount before the due date (instead of rescheduling or changing your payment amount)
  • then pay with another method, make several smaller payments or extend your due date with a payment arrangement


Review our new AutoPay terms and conditions effective March 2017.


equalizer (budget billing)
Equalizer is being replaced by Budget Billing, which more accurately calculates your monthly payment. If you are enrolled in Equalizer your account will be automatically converted.​
what is changing?​
  • A new, simplified format of your Budget Billing status will appear on your monthly bill starting in March.
  • Your Budget Billing payment may be adjusted once within three months from the last adjustment to help prevent high credit or debit balances.
  • If you have a late payment, your account will be removed from Budget Billing and settled up. Any credit balance will be applied to your past due amount or any debit balance will be added to your past due amount. You can re-enroll once your account is current.

eligibility changes​
  • Your account must be current with no past due balance.
  • We do not require a minimum billing history to enroll (unless a new build).
  • Accounts with Green Choice or EPR (solar) service plans are not eligible.

aps.com account
Our new system will provide enhanced security and control of your aps.com account.​
​my account access
  • If you are listed as financially responsible on the account, you will be given account holder status.
  • Account holders can assign guest roles with varying levels of access to their account.

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guest roles​
  • Only account holders will be able to assign and revoke guest roles. Guests are not allowed to assign guest roles.
  • Guest roles can be assigned with three levels of access:
    • View only - view billing and usage information and make payments
    • Limited access - view billing and usage information, make payments and place orders on the account
    • Full access - access to all information but cannot make changes (except assigning guest roles and updating contact information)
  • Guest roles can be managed under my profile & preferences when logged in to my account.
    • Reasons you may want to assign guest roles: to assist a family member or a friend.
billing and usage history​
  • Only billing and usage history from January 2016 and forward will be available on aps.com.
  • As we continue to bill in the new system, we will accumulate up to 24 months of billing and usage history.
  • Please electronically save or print copies of your bills dated before January 2016 if needed.

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​self-service payments
  • You will need to re-enter your bank account information when making a payment for the first time.
  • Your payment will update your account immediately so you won't need to call us to verify your payment.


alerts​
  • Only account holders can sign up to receive all email and text alerts. (Guests can receive payment reminder alerts.)
  • Sign up for alerts: aps.com/alerts at any time.

pick a due date
​Our Pick a Due Date program will no longer be offered and your current due date may vary by a few days. You will be able to choose a preferred due date to manage your account if needed.

what is changing?
  • With our new preferred due date option, your due date could vary by a few days from one bill to the next.
  • If you're on an automatic payment program, your withdrawal will occur on your due date.
  • Please check your due date on your monthly bill.
  • If needed, choose a new preferred due date.

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