Why Can’t I Make a Payment With a Live Person Over the Phone?

In years past, members have been able to call the co-op and make a payment on his or her bill directly with a Member Services Representative. But for the past couple of years, members have been directed to an automated system to make a payment over the phone.

Why? It all has to do with your security. In order to take credit or debit card transactions over the phone, the merchant must be complaint with the Payment Card Industry Data Security Standard (PCI). Being PCI compliant means having particular network security measures in place to protect your credit card data.

PVREA records each phone call coming into the office. If a member would make a payment with a live person, his or her credit card information would be stored in the recorded voice conversation in a system that is not deemed secure for credit card data, and would make us not PCI compliant. This prohibits us from being allowed to take your payment over the phone here in-house.

In a time where fraud and hacking is more prevalent than ever, we take security measures seriously here at the co-op and abide by the regulations and laws we need to keep your information private and safe. The automated payment system and SmartHub allows PVREA to be PCI compliant and keeps your information safe.

Date Posted: 5/26/2017