Credit Card over the Phone
Due to security breaches, credit card companies are requiring tighter security to protect personal information. The Payment Card Industry (PCI) has implemented new requirements for credit card payments that will impact the way KEM Electric Cooperative accepts credit card payments. The Payment Card Industry Security Standards is an open global forum that develops, maintains and manages the PCI Security Standard, which includes the Data Security Standard (DSS), Payment Application Data Security Standard (PA-DSS) and PIN Transaction Security (PTS) Requirements. Due to the new requirements from credit card companies, beginning Oct. 15, 2016, KEM Electric customer service representatives will no longer be able to verbally accept credit card payments by phone.
How will this affect you the member-owner when you do want to make a credit card payment?
Credit card payments can still be made over the phone, but instead of talking to a customer service representative, you must utilize our Interactive Voice Response (IVR) system that is PCI compliant by calling 844-252-5270.
We understand this is a change in how we have normally operated and it may cause an inconvenience for some of our members. However, it is a change required to remain in compliance with PCI regulations and avoid very costly penalties and fines.
Please know that this is just a small change in the cooperative payment options. Members may continue to pay by credit card, through SmartHub on their mobile device or through the “my account” link on the home page of our website.
KEM Electric remains committed to you, the member-owner. The personal touch and exceptional customer service that you are accustomed to will not change. KEM Electric personnel are still only a phone call away to answer your questions and concerns, including questions on your electric utility bill.
Also know that KEM Electric will continue to accept payments by check, cash, money order and, of course, credit cards. But, as discussed, to remain compliant with the payment card industry, member service representatives will no longer be able to accept credit card payments by phone. If you do call the office wanting to make a credit card payment, you can expect to be transferred to the IVR pay-by-phone payment option.
When calling 844-252-5270 to make a credit card payment, you will be able to choose prompts to check your account status, make a payment, or update personal information affecting your account such as a phone number. Thank you for your understanding as we move forward with this payment option.