PECO is currently converting to a new, advanced customer billing system called CC&B. The process to fully convert this system is taking longer than originally expected, and PECO is continuing to work to complete this upgrade. As this work continues, access to customer data and online self-serve features are currently unavailable through our website and mobile app. During this time, customers will not be charged any late fees and will not be disconnected for non-payment.
PECO remains committed to supporting our customers as we convert to a new advanced customer billing system. As of 1 PM today, our Customer Service Representatives are able to support customer payments over the phone and those looking to start, stop, or move service by calling 1-800-494-4000. We expect higher than normal wait times for customers who remain on hold. Please note that if call volumes become extreme, the company may take steps to suspend incoming calls for non-emergent requests. Our in-person PECO Customer Solution Center also will remain closed until this conversion is complete.
It should be noted that our ability to provide safe and reliable service has not been impacted by this conversion. Our customer service representatives continue to handle emergency calls associated with electric and natural gas issues at 1-800-841-4141. During the conversion, customers continue to have the ability to report electric or natural gas issues.
We appreciate the patience and understanding of our customers as we continue to convert this system. Our team is continuing to work around the clock, but we currently do not have an estimated time for when the full conversion will be completed. Information regarding system availability will be posted on our Interactive Voice Response system, on our website at peco.com, on our mobile app, and on social media.
Once fully implemented, we expect this new advanced billing system will improve customer experience and provide greater flexibility in meeting future customer needs. The new system will provide more efficient and timely handling of customer inquiries, expanded use of self-serve options, new 10-digit account numbers for all customers, and a new look to PECO bills. Customers have received pre-event direct communications regarding the system conversion, and a webpage (www.peco.com/NewBill) has been created to provide current information and details on impacts.
