I don't even want to give them one star. Negative stars. I have had my apartment for 2 months now. Before I had moved in, I had called to set up my service. I told them my apartment address, and location. When I moved in, everything was fine, 2 weeks later, I had received a call at work that my power had been shut off.
Obviously, it was a mistake, I had not even received a bill yet. So I called, expecting that they would admit fault, and send someone out to turn it back on due to error. NO. When I called, I was told over and over that it was my fault, that it would be a week before anyone was "available" to come turn it back on. I told them this was unacceptable, it was not my fault they hooked up the wrong apartment. Come to find out, not only would it be a week before someone could come back out to my centrally located residence, but the request would only be processed AFTER I got a notarized letter from my landlord, because the previous tenant had a overdue account. Again, not my fault.
I wasted HOURS talking to HORRIBLE customer service reps that kept pushing me off to someone else. Further irritating me. Finally I had enough and I demanded the highest supervisor they could find. I will admit at this point I was FUMING. A customer for 2 weeks and treated like a nuisance. After being told "no", and "too bad" by about 10 people, finally I had been connected to a angel. After re-iterating my story for the final time, she showed some compassion, apologized for the mistake and the rudeness of her reps, and had someone to me the next day.
Fast forward ONE MONTH.
This was my mistake by not realizing I had only a 3 day grace period with my account payments. I REFUSE to set up automatic payments, but I am never far overdue with my payments. It is less than a week from my due date, and I get paid in two days, like many hard working citizens, I do not have the luxury of paying everything off with one paycheck. Regardless, I have been receiving collection calls EVERY DAY at 7:30AM. I believe this is excessive and borderline harassment. Fearing a repeat of the horrendous "shut off process" I wanted to check into it. Perhaps they still have me linked to the old tenants account somehow.
No. It is a automatic harassment call that you receive after 3 days past your due date. There is NOTHING they can do about it. Again, customer service was extremely rude. Ignoring my questions, and persisting to know WHEN I will pay. It seemed interesting to me that collections would be SO aggressive with new accounts, that have no history of late payment, and most companies (ex. car insurance, car loans) have a grace period of a week or two. I tried to ask how long after due dates they issue "shut off notices", explaining that I have had nothing but a headache with this company since I have opened the account. I have no problem paying my bills, but looking for information, so I can allocate my funds effectively. HELP, would be appreciated. Instead I was dismissed and ignored sarcastically asked if there was anything she could "help" me with, no!, you have yet to help me with ONE THING!
I find it disgusting that a company like this can have such a monopoly, therefore allowing their staff to be so rude and dismissive. I get customer service is not a pretty job, but perhaps trying to remove sarcastic, and condescending tones from your voice would be a good place to start. If there was another company that could provide me with my heat and electric I would switch in a HEARTBEAT. If I could have a open fire pit in my living room, I would. And if somehow national grid had a gas leak and blew itself up, I would not be upset. You guys suck! read more
