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How to ask your utility company for more time to pay
Most utilities offer payment arrangements if you call before the shut-off date. Here is what to say.
Tips before you ask
- Call before the shut-off date on your notice, not after.
- Ask whether you qualify for energy help, such as LIHEAP. Call 211 to find the program near you.
- If someone in your home has a serious medical condition, ask whether the company has a medical certificate program that can delay a shut-off. Rules vary by state.
Example: more time to pay
A worked example in the warm tone. Fill in the form above to get your own, in the tone you choose.
Call script
Have ready: your account number, the amount and the date you can really pay. Don't promise a date you can't meet.
Hi, my name is Maria.
My account number is 0042-7719.
I'm calling about my bill of $186, due Thursday, November 5.
I want to sort this out before it's late, not after.
My hours were cut this month.
Could I pay the full $186 on Thursday, November 19 instead?
If we agree on that date, will there be a late fee? Could it be waived?
Thank you, I really appreciate your help.
Before you hang up: ask for their name, write down the date, time and what was agreed, and ask for it in writing.
If they say no
More time to pay
- Ask what they can offer instead: a shorter delay, part now and the rest later, or a payment plan.
- Ask whether there's a hardship or assistance program, and how to apply.
- Ask, politely, to speak to a supervisor.
- Call 211 or visit 211.org to find local help with this bill.
- Whatever you agree, ask for it in writing.
Pay part now, the rest later
- Ask what the smallest amount is that would stop late fees or a shut-off, and by when.
- Ask whether a longer payment plan is possible.
- Ask whether there's a hardship or assistance program.
- Call 211 or visit 211.org to find local help with this bill.
- Whatever you agree, ask for it in writing.
Waive a late fee
- Ask whether they can waive half of it instead.
- Ask whether it can be waived if you set up automatic payments.
- Ask, politely, to speak to a supervisor. Waivers are often at the supervisor's discretion.
- Try again in writing: a short, polite email sometimes gets a different answer.
Write a hardship letter
- Ask what documents they'd need to reconsider, and send them.
- Ask for the hardship department or a supervisor, in writing.
- Ask for a smaller change: one skipped payment, a lower payment for two months, or a waived late fee.
- A nonprofit credit counselor (look for NFCC members) can contact lenders about a plan for you.
These are templates for general information, not legal or tax advice, and not a substitute for the advice of an attorney. You send every message yourself; we never contact anyone on your behalf.