Sol Systems’ Sustainable Choice program relies upon the Arcadia ARC software to provide timely and updated electric billing information, so that we can properly perform the BillPay service. There are situations beyond our control that may disrupt our ability to process timely payment. The common issues are as follows:
- Utilities may upgrade or make changes to their billing systems or billing format
- Utilities may take their billing platforms or websites down for scheduled maintenance.
- Utility billing platforms may go down or otherwise become unavailable.
- Utilities may change their account login procedures such as requiring multi-factor authentication (MFA), no longer accept customer-created usernames, change password strength requirements, or take other measures that may disrupt account access.
- Utilities may change account number frameworks.
When these issues occur, Sustainable Choice will make every effort to send notifications alerting customers to these types of problems. In some cases, if the utility connection is interrupted when your monthly utility bill is created by the local utility, it may result in an inability for Arcadia’s Arc platform to send the necessary usage and billing information to Sustainable Choice. While rare, this can result in a missed utility bill. In such cases, Sustainable Choice may need customers to pay their local utility directly for a particular period to avoid any issues until such time as BillPay service can be restored.
