LOUISVILLE, Ky. (WAVE) – Customers of Louisville Gas & Electric and Kentucky Utilities have been notified that all business offices are closing by the end of 2024.
The company announced in its newsletter that the decision to close the business offices was made due to a drop in walk-in transactions and increased use of self-service payment channels by customers.
LGE-KU operates 26 business offices across its service areas, 23 of which serve as entry centers for payments and customer services.
The closures will be completed by 2024 at the latest, LGE-KU said, and clients will be notified of updated information on business office closures.
LGE-KU said signs have been posted at the closing offices and that customers who have visited the business offices in the past few months will receive letters informing them of when those offices will close.
Customers will be able to pay their bills online LGE-KU mobile application, on the company’s websiteby using the company’s automated telephone systems or by sending the invoice in the enclosed return envelope.
Bills can also be paid at authorized retail payment locations such as Kroger stores and some Walmart locations. The company said it expects to add more locations in the near future.
At the customer office in Elizabethtown on Monday, customers said they didn’t like the extra fees or having to pay bills through a middleman.
“You just lose your confidence if you have a receipt to prove to everybody that you’ve paid your bills,” said customer Regina Floyd. “Without that confirmation, a lot of people don’t believe you if you did this or that.”
“We understand customers who choose to go corporate, but we also want to make sure they are aware of the other options available so they can choose the option that is best for them,” Liz Pratt, LG&E-KU media relations manager said. “This information is shared on our website, through our customer newsletter, signs inside business offices. In addition to sending letters to customers who have visited the business office whose closure is planned in the last three months.”
Customers also said there is no better option than dealing with the company directly when they have a problem.
Jerry French came to the Elizabethtown walk-in center to correct a 30% error on his bill. He said he doubted he would be able to handle it over the phone.
“Because all you get (on the phone) are these prompts,” French said. “Most of the time you are talking to someone who is not in the company at all. It’s just a big headache.”
Copyright 2023 WAVE. All rights reserved.