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An initial draft of this script was created by NerdWallet using automation technology, then thoroughly reviewed, edited and fact-checked by NerdWallet’s human writers and editors.
If you’re looking to lower a utility bill, calling a customer service representative can help. (Look for this number on your bill or company website.)
You could potentially get a lower bill, or, more likely, find ways to cut costs through rebates and assistance programs. Or you may make charges more predictable and easier to plan for with an alternative payment plan.
Your script for finding ways to save
The script below will help you ask about these opportunities and make your case. When you call, you may have to request to an automated operator that you “speak to a representative” a few times. When you connect with a real person, aim to be kind, but firm. Find more guidance, like how to prepare for a successful call, below the script.
Introduce yourself
"Hi, my name is [Your Name], and I’m a customer with [Utility Company]. I’d like to see if we can find way for me to save money."
Verify account information
"My account number is [Account Number], if you'd like to verify my account details."
Explain the issue
"Given my budget and other expenses, I’m finding it difficult to manage these costs. I’d like to explore if there’s a way to negotiate a lower bill or monthly payment or otherwise save me money."
Make your request
At this point, focus on cost-saving opportunities you’ve researched. (See our guidance for how to do this research below the script.). Or highlight your specific situation, or ask about alternative options that can help.
Consider these four tactics, if applicable:
Highlight loyalty and payment history
"I’ve been a loyal customer for [number of years] and have always paid on time. Is there any discount or loyalty program for long-term customers that I could benefit from?"
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Ask for a better rate or discount
"Could you check if I’m eligible for any lower-rate plans or special offers that could help reduce my costs?" Or: “I saw on the [Utility Company] website that you offer [specific discount, rebate, incentive or other money-saving opportunity]. How can I take advantage of that?”
Mention competitive offers if applicable
"I’ve looked into rates from other providers, and I’ve found some that are lower than what I’m currently paying. Is there any way [Utility Company] can match or offer a more competitive price?" Or: “I saw that other providers offer [specific discount, rebate, incentive or other money-saving opportunity]. What can you offer me?”
Mention personal situation and ask about hardship programs
"Due to [your situation], I’m finding it hard to keep up with my current bills. Is there any assistance or adjustment program that can help lower my monthly payments?"
Ask about other ways to pay
“Please tell me about alternative plans that could help to make my monthly charges more predictable.”
Ask how to manage your current bill if necessary
“It will be hard for me to pay this month’s total. How can you assist me with that payment?”
Reiterate your goal
"My goal is to save money on this utility bill so it’s more manageable for me. Could you work with me to find a solution?"
Prepare for pushback
"I understand that rates are often standardized, but I want to double check if I can save money by switching plans or receiving a discount. Is there anything at all you can offer that would help?"
Close the call
"Thank you so much for your help today. I really appreciate the effort you’ve put into finding a solution to lower my bill. I’ll keep an eye on my upcoming statements, and I’m glad we were able to work something out. Have a great day!"
Or:
"I appreciate you taking the time to review my account. If anything changes or new programs become available, I’d appreciate it if you could let me know. Thanks again, and have a good day."
Gather your last few bills. Do they seem accurate? Are there any errors, duplicate fees or anything else that looks unusual? Any increased rates or unusually high usage? Share these findings on your call.
If you don’t understand your bill or its terms, check the provider’s website for an explanation. Or, ask for clarification on your call.
Learn more about pricing options
Depending on your region and provider, you may be able to pay for your utilities in a more budget-friendly way. These alternative plans don’t lower your costs, but make charges more predictable.
For electricity and natural gas bills, look into budget billing or levelized billing, in which the provider calculates your annual usage and divides it into equal monthly payments. So you pay the same amount each month regardless of seasonal usage increases.
Or, see if you can lock in a fixed rate, which also makes bills more predictable by mitigating market price fluctuations.
Alternative plans are less common for water bills, but some providers offer tiered rates based on consumption thresholds. The more water used, the higher the rate. This structure aims to encourage conservation by penalizing excessive water usage.
Check your utility company’s website for these plans, and ask about them during your call. Before making any decisions, ask about fees, readjusted charges; repercussions for consuming more or less energy than your monthly payment covers; and any other changes.
Many energy companies offer rebates or credits for upgrading to energy-efficient appliances, installing efficient HVAC systems, or adding home insulation. (These opportunities are separate from federal tax credits for energy-efficient improvements.)
These kinds of rebates are also fairly common among water providers, for efficient water heaters, toilets, washers and other appliances.
Rebates and credits don’t lower rates, but appliance upgrades could result in lower usage and payments later. Look for these opportunities on your utility provider’s website, and ask about them during your call.
Cost-saving programs for low-income households are common for several types of utilities. These could be subsidies for energy-efficient upgrades; discounts or caps on bills; and payment plans that could, for example, offer penalty-free extended deadlines.
Some providers also help low-income households experiencing unexpected financial hardships, such as a job loss, or those using extra energy for medical needs, such as life-support equipment.
Check the provider’s website or ask about these opportunities on your call, and a representative will help you determine if you qualify based on your income. A rep also may point you toward state and federal programs that could help, such as the Low-Income Home Energy Assistance Program.
Assistance programs aren’t only available to low-income households. If you are a senior, involved with the military, or have a disability, ask about programs offered by the provider, city or state.
Research competitor rates
Knowing what competitors are offering can be helpful leverage, particularly in states where that utility, typically electricity and gas, is deregulated — meaning consumers can choose from multiple providers. (That’s not the case in regulated markets, where one company provides the service.)
Water, for example, is typically regulated. Gas and electricity are fully or partially unregulated in several states, including California, Texas and New York. (See a full list of these states from Electric Choice.)
If your region is deregulated, check out other providers: rates and special offers, such as introductory rates and discounts, referral programs and renewable energy incentives. Share what you learned with your current provider, and ask if it can match the competitor’s offerings or give some other incentive to continue as a customer.
Put it all together
Based on that research, gather your questions about current charges, as well as what you’ve learned about alternative payment plans, competing offers and anything else that might be helpful. Write down this information rather than rely on memory mid-call.
Also find identifying information that the customer service representative would request, including your account number. Learn how long you’ve been a customer, in case you have a long record of on-time payments to leverage.
Take notes
During your call, ask for the representative’s name and a reference number for the conversation, as well as the details of any promises or agreements made.
How to handle pushback
If the customer service representative resists, reiterate your leverage points and consider requesting to escalate the call.
If you can’t save money, ask if there’s anything you can do, such as reduce your usage to qualify for lower rates later. Also ask about other opportunities, like a free home audit of your energy efficiency, to learn if you could receive a rebate for any appliances.
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