Today was hair cut day so I knew I had to leave the house. I had a list of places to go and things to get. My haircut wasn’t til 12:30 so I planned to leave about 9:30, take an ice chest, get things I needed to get and be home after my hair cut.
It was my fault but I decided to call the electric company before I left. Thank goodness I had a shower and was dressed and had planned to sit and knit til time to leave. At 8 a.m. I called the REP.
First call is one answered by someone not in the U. S. but I could understand her and she probably understood me so I didn’t complain . . yet.
Me: We have not had an electric bill in about 45 days and I wanted to check on that.
The Lady: Let me do some investigating.
17 minutes later she comes back:
The Lady: There hasn’t been a bill sent in about 45 day!
Me: Do you know why?
The Lady: No.
Me: Do you see anything that would tell you when I will get one?
The Lady: No.
Long pause, then she says “Is there anything else I can help you with?”
Me: Can I please speak to someone in the U.S.?
She agrees, tells me to hold and hangs up.
Second call: Goes back to the same non-U.S. answering people. I ask for someone in the U.S. and get transferred but they will have to call me back.
Third call: This is the call that about sent me over the edge 72 minutes and I will paraphrase.
The first supervisor says: You have not had a bill in 45 days because February is a short month. Huh? It’s the January bill I should have gotten. February is half over . . what does that have to do with me not getting a bill since December?
I got passed around. Finally someone tells me they have not received a reading from the distribution company. He agrees to call the distribution company. I told him they read the meter on February 1. I was here. I talked to the guy.
He comes back and tells me they did not read the meter, they were only inspecting the meter. I was about to lose it. I said “I talked to the guy! He said “I’m from Oncor and I’m going to read your meter.” He read my meter and got back in his truck!”
The REP guy kept talking to the distribution people and he assured me that they had not read my meter in February. It would be read in March.
I hung up and I called the distribution company. This is the fourth call! They looked at my records and said they read the meter on February 1 and sent my info to REP on February 2 and gave me the transaction reference number.
I called the REP back. Fifth call! I was pretty angry at this point. I had spent almost 3 hours on the phone and still had no resolution. I had to explain everything to this person. I gave him the transaction reference number. He talked to a manager and said they would call me back.
They did call me back.
Rep: We found the problem. There’s a freeze on your account because of your energy credits.
Me: What does that mean?
Rep: I don’t know.
Me: When will someone get back with me?
Rep: I don’t know.
Then, he has the nerve to ask “Can we help you with anything else today?” I said “Assuming anything else means you’ve already helped me with something today . . no!”
According to my cell phone, I spent 3 hours and 46 minutes dealing with these people and still have no answer.
What on earth do you do when you get this kind of runaround? Our electric bills are small – $4 to $40 per month. I’m not worried even if I get a bill for 6 or 8 months all at once. I am worried that some rocket scientist is going to come along and say “These people haven’t paid a bill in 6 months. Turn off their electricity.”
By Monday, if I don’t have an answer, they will get the honor of speaking with Mr. Vince! I can also call the PUC but I hate to involve them until we’ve done all we can do on our end. Frustrating and a huge waste of time.