Company Response on 6/2/2010:
Sorry for any problems you have experienced with our company when trying to reach a CSR. On a daily basis our Automated Phone System at 1-800-PAY-TELL (1-800-729-8355) assists thousands of customers to open accounts and answer questions. If the Automated Phone System does not answer someone's question, they can follow the voice prompts and reach a customer service representative from our main menu and each of the three sub-menus weekdays from 8:00 am to 6:00 pm and on Saturdays from 9:00 am to 2:00 pm. Our customer service representatives assist several hundred customers daily who patiently follow the voice prompts.
Regrettably, the system will not allow you to reach a CSR without an established six digit PIN. The PIN requirement is a recent federal mandate. We cannot discuss any account information with someone unless they have previously on their own established a PIN for security purposes so that when we speak with them we have the ability to ask them what their PIN is and thereby verifying we are talking to the person who has set up that account or owns that phone number.
When someone forgets their PIN, for security reasons we cannot give out the PIN that was created when the account was set up. To change a PIN, a person will need to fax or mail a copy of their driver’s license and copy of their most recent telephone bill showing they are the responsible party. Also please include with the fax or mailed copy, a new 6 digit PIN that you wish to have as your PIN. The PIN cannot begin with a zero. Fax Number 1-800-776-8423.
If you would provide us with your name, phone number and PIN at email@example.com, we will research your account and reply back to you.