'158th in line': CAW admits long waits, billing problems as calls surge
MOODY, Ala. (WBMA) — Central Alabama Water customers struggling to get answers about their bills are facing long telephone wait times, problems navigating a new payment system and outdated technology that utility officials acknowledge could take months to improve.
During Friday's board meeting, CAW officials revealed that customer service calls have surged to more than 4,000 per day, nearly double the volume the utility previously handled.
The discussion began when board member Jarvis Patton Sr. described his own experience trying to reach customer service.
Patton said he recently called CAW's customer service number and was told he was approximately 158th in line.
"How can I be called number 158 at 10 o'clock in the morning?" Patton asked.
The exchange exposed broader problems with CAW's customer service operations, including a payment system transition that officials say did not go as planned.
Customer calls more than double
CAW Chief People Officer Brian Lewis acknowledged that the utility has struggled to keep up with customer calls.
Lewis said the utility previously received approximately 1,800 to 2,100 calls daily. That number surged to more than 4,000 following complications with a new billing and payment system.
The problems intensified around Labor Day weekend, when CAW transitioned away from its previous payment service provider.
According to Lewis, the former provider unexpectedly discontinued service, forcing CAW to accelerate its transition to a new system.
A process that normally would have taken 90 to 120 days was completed in approximately three to four weeks, Lewis said.
He also said CAW lost access to some customer information held by the previous provider during the transition.
The disruption left customers calling with questions about missing paper bills, new account numbers, how to access the payment website and how to avoid credit card processing fees.
Even with temporary workers brought in to handle the increased demand, Lewis said the call volume overwhelmed customer service operations.
"We're in the 4,000s," Lewis said, describing the daily call volume.
He acknowledged that the problems have resulted in long waits for customers.
"It's led to wait times that are intolerable and disappointing," Lewis said.
Some customers still waiting nearly an hour
Lewis told board members that call volume had begun declining in the two weeks leading up to Friday's meeting.
However, he acknowledged that customers were still experiencing substantial delays.
"When I checked this morning, while certainly not an industry standard, call wait time was below an hour," Lewis said.
That means customers could still spend a significant amount of time waiting to speak with someone about their water service or bill.
Patton questioned whether the payment system transition fully explained the customer service problems.
He suggested some issues had been occurring for months before the Labor Day disruption.
Lewis acknowledged that CAW faces additional challenges beyond the recent transition.
Outdated technology slows customer service
One of the biggest problems, according to Lewis, is CAW's aging customer information system.
He said the technology makes it difficult for employees to quickly retrieve basic information when customers call.
Unlike more modern utility systems that can automatically identify callers and display their account information, CAW employees must spend additional time gathering information before they can begin addressing a customer's concerns.
Lewis described the utility's technology as significantly behind systems used by other service providers.
"We are currently a decade or more behind," Lewis said.
He estimated it could take six to nine months for the utility to make substantial improvements.
CAW officials said modernization efforts are included in the utility's proposed 2027 budget.
Millions proposed to improve customer service
CAW's proposed 2027 budget includes approximately $3.6 million in new customer care consulting and support expenses.
The spending includes an assessment of customer service operations, additional support for handling calls and other efforts intended to improve responsiveness.
CEO Jeff Thompson acknowledged that CAW is not meeting expectations when it comes to answering customer calls.
"We're not performing where we need to perform in terms of responsiveness to customers, answering the phone in timely fashion," Thompson said.
He said the utility wants to identify problems and develop measurable improvements.
The proposed spending comes as CAW continues operating with a smaller workforce following significant layoffs earlier this year.
Thompson told board members that CAW currently has more people working in customer care than before the reductions, although some are temporary employees.
Lewis said 12 temporary workers were assisting customer care operations.
When questioned about whether temporary staffing meant the utility was understaffed, Lewis said the workers were being used to provide additional capacity and specialized skills.
Officials did not provide a specific timeline for when customers should expect shorter telephone wait times.
Questions remain about the payment system transition
CAW officials said the move to a new payment provider was intended to reduce costs and modernize billing.
Thompson said the change was expected to generate approximately $400,000 in immediate savings.
He also said the utility spends approximately $1.2 million annually on postage for mailed bills and hopes to reduce that expense by encouraging more customers to use paperless billing.
However, Friday's discussion raised questions about how the transition was handled and why customers experienced problems receiving bills and accessing their accounts.
Lewis said the utility's revenue collections have continued despite the disruptions, suggesting many customers have successfully adopted the new payment system.
Still, the board discussion did not establish how many customers missed bills, experienced payment problems or incurred late fees because of the transition.
It also remains unclear whether CAW will provide relief to customers who can document billing or payment problems caused by the system change.
Customers waiting for improvements
The customer service problems come as CAW considers additional water rate increases for 2027.
During Friday's meeting, the board postponed a decision on a proposed 6.4% increase until November after members raised concerns about affordability.
For customers, the issues extend beyond how much they may pay for water.
They also involve whether they can reach someone when they have questions about their bills, need help making a payment or encounter problems with their service.
CAW officials say improvements are underway, but acknowledge that fixing the utility's outdated systems will take time.
For now, customers could continue facing lengthy waits while the utility works to modernize its operations.