If Sustainable Choice becomes aware of any inability to process your consolidated bill in a timely manner, we may reach out to BillPay customers to pay the local electric utility directly. This is done out of an abundance of caution to prevent utility bills from being missed, late fees being applied by the utility, or disconnection of electrical service by the utility.
This situation may occur if any of the following happen:
1. The payment method provided to Sustainable Choice has expired, is incorrect, is missing information, has been reported stolen, is frozen or blocked, or your payment method is otherwise invalid.
2. Your payment cannot be processed due to insufficient funds.
3. The payment is denied by your bank or credit card company.
4. The connection to your utility account has been disrupted either temporarily or permanently. See “What types of issues may disrupt the BillPay Service“.
5. A technical error occurred during the retrieval or receipt of your utility data.
If any of these issues occur, the Sustainable Choice system will alert you with a notification that may request a direct payment to the utility until such time as the issue is resolved.