Issues with the Twilio IVR Phone Payment System

Incident

Issues with the Twilio IVR Phone Payment System

Status: Closed
Start:
End:
Duration: 2 days 7 hours 18 minutes
Affected Components:
CUSI Payment Services Stripe CUSI Payment Services Bluefin
Affected Groups:
CUSI
Investigating

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting the Twilio IVR phone system.

  • Start Time: 4/28/26 @ 8:24am CST

  • Impact: Users may not be able to pay their bill through the IVR system

  • Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

Update

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

Update

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

Update

CUSI is continuing to work diligently on resolving the issue affecting the Twilio IVR phone system, with all hands on deck dedicated to finding a resolution. We do not yet have an estimated time for resolution, but please know this remains our highest priority.

Please note that this issue is impacting only a small subset of customers. If you are not experiencing any difficulty with the IVR payment system, no action is needed on your part.

In the meantime, customers who need to make a payment are encouraged to use alternative payment methods.

We sincerely apologize for the inconvenience this has caused and are deeply grateful for your continued patience and understanding. We will provide another update as soon as more information becomes available.

Monitoring

CUSI is announcing that a resolution has been successfully deployed to address the IVR issues some customers have been experiencing. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

  • Resolution Deployed

  • Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

  • The technical team has identified and addressed the cause of the disruption.

  • Mitigation measures have been put in place to prevent recurrence.

  • Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

  • Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

  • Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

  • Updates: CUSI will provide regular updates on the status and any further actions required.

Resolved

CUSI is announcing that the tasks executed related to the IVR issues have successfully addressed the issues as of 3:42pm CST.

Details of the Issue:

  • Issue Start Time: 4/28/26 @ 8:24am CST

  • Duration: 2 days 7 hours

  • Affected Services:

    • IVR Payment Systems

CUSI identified the problem and worked diligently to restore service.

Resolution Steps:

  • Diagnosis: CUSI diagnosed the issue as quickly as possible,

  • Action Taken: CUSI implemented actions to resolve the issue:

  • Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

  • CUSI will continue to monitor the services closely to ensure stability.

  • If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

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