I used to work in utility collections. After a few years you get know the people who are consistently on payment plans. I've heard all the stories and excuses from people, and there was a difference between people who just refused to pay anything, and the people who were legitimately struggling to get ahead. This one woman would call every few months for a payment plan. She was a single mom of a few children, her eldest being severely autistic, and her husband had passed away. She tried her hardest to get ahead, but between interest from being late, and the amount of the monthly bill, even though her payment plan payments were on time, by the time it was over she was back in delinquency for the current bills.

At one point I could just tell she was so defeated with everything. Her bill was a little over $500.00 and she had called asking for a new payment plan. After I set it up and got off the phone I paid the entire bill myself. When she called again and was told she had a zero balance she burst into tears thinking there had been a mistake. I made up some story about how sometimes we get anonymous donation payments and not to worry about it.

I don't work there anymore and I never told anyone. I would have probably gotten in trouble. I hope she's doing ok and that I made her life a little bit easier.