A local senior felt helpless. She was trying to reach Colorado Springs Utilitites after receiving a shutoff notice, but couldn't get through to customer service.
She'd be on hold 20-plus minutes... only to find her phone would die.
Knowing she couldn't take care of the problem in person made it even more frustrating.
CSU customer Mary Riffelmacher explains, "I kept trying to call and call and call ... and I couldn't get through."
Mary Riffelmacher needed to figure out payment options... so after a few days she made a Call For Action and her situation was immediately resolved.
Information Technology Manager Dawn Roth says CSU had to replace its' old system which was costing 800-thousand dollars a year in maintenance.
Roth says, "Be patient with us. We are working through this as quickly as we can... and the best times to call would be early in the morning or on Saturdays."
Roth says the new system will eventually be better and faster... expanding customers' ability to interact with CSU via the internet.
But until the kinks are worked out... she suggests customers call on Saturdays from eight a.m. to noon... avoiding Mondays when customer demand is highest.