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Consumers Energy explains removal of Flint drive‑up payment window; council presses on access for seniors and unbanked
Summary
Consumers Energy representatives told the council Jan. 21 that dropbox and drive‑up payment options saw declining use (55% drop in foot traffic since 2019) and raised safety and processing concerns; they highlighted alternatives (online, 24/7 phone, authorized agents such as Walmart for a small fee) and said the company will continue in‑lobby payment support and customer education for seniors. Council members urged exploring local partnerships to preserve drive‑through access.
Consumers Energy representatives Raphael Turner and Kyle McCree told Flint council committees on Jan. 21 that the utility removed a payment dropbox (May 2025) and recently closed a drive‑through payment window because very few customers use those options and because of safety and reliability concerns.
Turner said less than 1% of system customers now pay via direct‑payment offices and Flint specifically had a 55% decline in foot traffic since 2019; under 10% of Flint customers who visited the service center used the drive‑through payment option. Dropboxes sometimes contained cash separated from envelopes and payments left on weekends were vulnerable to processing delays, creating security and posting problems, Turner said. Drive‑through interactions also limited staff ability to verify identification.
Consumers emphasized alternatives: online payments (no fee), a 24/7 automated phone payment line, authorized payment agents such as Walmart (which posts payments in real time but charges a small fee, e.g., $1.50), and in‑person walk‑up payments at ADA‑accessible lobbies. The company said it is running customer‑education efforts in lobbies to help senior and underbanked customers download apps or enroll in autopay.
Councilmembers pressed the company on seniors and unbanked residents who may lack internet or the ability to adopt new tools, and on the possibility of local partnerships (for example, allowing payments at another nearby drive‑through such as a city facility at Clio Road). Consumers said it is exploring options but fees and cost‑of‑service constraints complicate absorbing third‑party fees without impacting rates statewide.
Consumers provided written affordability and assistance materials for council distribution and said it will share electronic flyers for council communications. The committee did not direct any immediate municipal action but asked the administration and Consumers to continue exploring local accommodation for vulnerable residents.
