Once we issue the disconnect it takes AGL a few days to disconnect, which is why he was disconnected on June 22nd. The delinquency was then sent on May 16th with a disconnect date of June 7th.We contacted **************** on June 2nd to notify him of the delinquency and waited a few extra days to issue the disconnect on June 20th, in hopes that payment would be made to help avoid being disconnected. **************** was disconnected for the April 23 bill that was due May 13. There was absolutely no effort to keep me as a customer or to resolve this in an amicable manner. The most updated disconnect date that I recieved FROM THEM was either incorrect, an intentional fabrication, or at the very least totally disregarded.3. there was no good faith effort to contact me within the week prior to disconnection.2. When I asked if i could have it turned back on now that it's paid, she informed me that they would not do it without me there which presents an issue as I am across the country right now.In conclusion: 1. Had a good faith effort been made to contact me the week of disconnect I could have paid and avoided all of this.Furthermore, upon calling and paying in full everything that I owed, the representative confirmed that there were in fact 2 notices delivered with 2 different disconnect dates as if that is totally normal and no harm done. Rule 515-3-2-.02 Limitations on Disconnection states "Such notice shall include:1.the earliest date for the proposed disconnection "This was unlawful and ethically wrong considering had not recieved a phone call or email at all for over a month prior to them disconnecting. Without the rule waiver, Coweta-Fayette EMC Natural Gas said that it will not proceed with its new bill format at this time, due to the potential for a penalty.Ĭoweta-Fayette EMC Natural Gas said that it is willing to provide the PSC with daily call center reports, in addition to monthly reports, as a condition of the waiver.Ĭopyright 2010- 11 Energy Choice Matters.Date of disconnect on most updated notice, 07/08/22. "The Company’s proposed new bill format is the type of market innovation the Commission contemplated when it initiated natural gas competition in Georgia," Coweta-Fayette EMC Natural Gas argued.Ĭoweta-Fayette EMC Natural Gas said that the service quality standards did not contemplate the introduction of a new bill by a marketer and attendant increase in call volume. Implementation of the new bill format in all likelihood (due to increased call volume) will result in the Company not meeting the Call Center Standards in May and/or June," Coweta-Fayette EMC Natural Gas said.Ĭoweta-Fayette EMC Natural Gas said that the new bill, "has made numerous improvements some of which are to make it easier for consumers to understand the billing calculation, quickly access prior use history in a graphic display, conveniently group all Atlanta Gas Light data in one location on the bill and to clearly indicate the consumer’s rate plan and if applicable the fixed rate expiration date for the consumer." The vast majority will likely be complimentary, yet many consumers will ask our CSRs to spend time with them going over the new bill. "The Company is anticipating during the May 2011 to June 2011 Service Quality Measure reporting periods a significant increase in consumer calls with specific reference to the new bills. Implementation of the new billing format could cause Coweta-Fayette EMC to be in non-compliance a third time in a twelve month period, which would lead to a penalty payment, it said in its waiver request.Ĭoweta-Fayette EMC Natural Gas plans to introduce a new bill in the May 2011 billing cycle, meaning that consumers will be opening and noticing the new bill format during May through June. Coweta-Fayette EMC Natural Gas Seeks Waiver of Service Quality Metric to Implement New Gas BillĬompetitive gas marketer Coweta-Fayette EMC Natural Gas (EMC Natural Gas, Inc.) has petitioned the Georgia PSC for a waiver of the Service Quality Standards for Certificated Marketers relating to call center service levels, as it said that implementing a new, improved bill would likely lead to higher call center volume, potentially exposing Coweta-Fayette EMC Natural Gas to a penalty (Docket 15296-U).Ĭommission Rule 515-7-8-.03 sets a benchmark for Call Center Service Levels, under which 80% of all calls to a marketer's call center answered must be within 180 seconds of a request to speak with an agent, measured over one calendar month.Ĭoweta-Fayette EMC Natural Gas is currently following a remediation plan due to non-compliance of Service Quality Measures twice within a twelve month period.
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