| Southern California Edison |
| Southern California Edison admitted their mistake, still made me pay for it. |
| 27th of Mar, 2013 by Twiges |
Southern California Edison requires a security deposit in order to receive service, but this security deposit is waived if you sign up for their "Direct Deposit" billing option, so I signed up for it.
A while after setting this up with one of their customer service representatives I received a "payment past due" notice in my email inbox showing that the money was not properly taken from my account, so I went online to pay it manually as to avoid any late fees or disconnection of service.
To pay manually I needed to change my account from the "Direct Deposit" option, and sign up with "Electronic Billing." To ensure I would not need to pay the security deposit, I readded "Direct Deposit" to my account.
I recently received a disconnection of service notice saying that I would need to pay the security deposit, but I disregarded it as it was sent erroneously. I had already readded "Direct Deposit" onto my account and I even checked to make sure I was signed up properly and had no other payments needing to be made.
Today my girlfriend contacted me while I was at work to let me know that the power had been shut off.
Naturally, I contacted them wondering why my electric was shut off and what I would need to do. The first customer service rep said I never had direct deposit on my account, and there's no record of there ever being direct deposit on my account. He signed me up and waived the security deposit, but told me there would be a "Service Reconnection Fee." I argued my point but couldn't find the paperwork in the dark so I had no proof.
Of course, as soon as I hung up I found the paperwork and called back immediately. I asked why my power had been disconnected in the first place, and why I would need to pay a "Reconnection Fee" if I had everything setup on my account properly, just as they had asked. The CSR couldn't give me a good answer, so I requested to speak with the manager.
The manager told me that their automated system makes mistakes and that it's my responsibility to contact them if I receive a notice in error, and I would still need to pay the "Reconnection Fee." I was responsible for their mistake, only because I didn't notify them of it. She told me if I had contacted them and told them they sent me an incorrect notice before I was disconnected, I would not have to pay the "Reconnection Fee."
The most ridiculous part is that Southern California Edison uses a "Smart Meter" system for my apartment complex, so the required "Reconnection Fee" was for them to change a setting in my account.
Southern California Edison made a mistake, disconnected my electricity for hours, and then forced me to pay a "Reconnection Fee" to turn on my electricity remotely.
The manager I spoke to seriously said - our system makes mistakes, but you need to notify us of them or else you're liable for the fees. |
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