Separate arrears from new charges
An account can contain both overdue charges and a current bill.
Hypothetical example: A household owes $180 from previous water bills and receives a new $60 bill that is not yet due. Arrears are $180; the combined $240 balance is not all overdue.
Payments, credits, and billing corrections can change the amount. An approved arrangement may set new payment obligations without making the original aging history disappear.
Match follow-up to the account
Confirm the service account, balance, due dates, recent payments, and open disputes. Identify any approved arrangement or relevant assistance application before selecting the next permitted action.
Explain the amount clearly and provide a way to raise billing concerns. A payment promise should be tracked separately from confirmed and applied cash.
Disconnection is a separate decision
Service-disconnection rules differ by jurisdiction, utility type, provider, customer class, and circumstances. Notice requirements, seasonal restrictions, medical protections, or assistance rules may apply.
An overdue balance or collection score alone does not authorize disconnection. Use the utility's authorized process and current applicable requirements.
Monitor arrears aging, arrangement completion, unresolved disputes, and reconciliation exceptions.
Reference: USAGov energy-bill assistance guidance.