Attached is the log made on our computer after our credit manager had talked to him: SPOKE WITH [redacted] -OFFERED TO GIVE TEL#'S FOR HELP-I TOLD HIM WE TOOK OFF BUDGET FEB 25TH & SENT LETTASK WHAT WE HAD BEEN DOING WITH THE MONEY HE HAD BEEN SENDING US-TOLD HIM IT HAS BEEN POSTED TO HIS ACCOUNT GOING TOWARD HIS BALANSAID DID NOT GET BUT ADMITTED HE HAD NOT BEEN OPENING OUR MAIL? TOLD HIM WE SENT NUMEROUS NOTICES BEFORE THAT EACH MONTH-TOLD HIM WOULD WAIVE REC FEE OF $SINCE HE HAD NOT BEEN DISCONNECTED BEFOWAS SOOOO ANGRY-I TOLD HIM I STAYED AFTER HOURS TO CALL HIM BACK & I WAS NOT GOING TO LET HIM BLAME ME BECAUSE HE DID NOT PAY HIS BILL OR CALL US TO MAKE ARRANGMENPUT HIS WIFE ON THE PHONE-SHE STATED NEVER REC ANY NOTICES--TOLD HER HER HUSBAND HAD ALREADY ADMITTED HE DOES NOT OPEN HIS MAIL FROM US? OFFERED TO GIVE HER TEL#'S FOR HELP-SHE STATED KARMA A BH & HUNG UP I am not sure what the conversation was; but I do know that we did not charge them a re-connect fee which would have cost them $ I looked at the account and they were sent out notices about being behind on the budget plan starting in November More followed until they were removed We solicit out customers to be on the budget plan at least four times a year in the off season Once we get them on, we do all we can to keep them on If they do not make their payments; we have no choice but to take them off The customer currently has a credit balance on their account We are under the jurisdiction of the Maryland Public Service Commision We have never received a complaint from them Our price are more the competitive; we price that development cheaper then customers that have individual tanks I talked to my credit manager; she relayed the story that she noted on her screen Despite being yelled at; she still waiver the disconnection fee I understand people get upset about their heat I fell she handled them the best she could with the anger they called with If customers are screaming and using abusive language; our employees are told they do not have to be abused I believe we handled the call the best we could They were angry and there was nothing that we were going to do to change it We credited the fee They paid the balance
The refund was credited back to the customers credit card last week as requested
Attached is the log made on our computer after our credit manager had talked to him: SPOKE WITH [redacted] -OFFERED TO GIVE TEL#'S FOR HELP-I TOLD HIM WE TOOK OFF BUDGET FEB 25TH & SENT LETTASK WHAT WE HAD BEEN DOING WITH THE MONEY HE HAD BEEN SENDING US-TOLD HIM IT HAS BEEN POSTED TO HIS ACCOUNT GOING TOWARD HIS BALANSAID DID NOT GET BUT ADMITTED HE HAD NOT BEEN OPENING OUR MAIL? TOLD HIM WE SENT NUMEROUS NOTICES BEFORE THAT EACH MONTH-TOLD HIM WOULD WAIVE REC FEE OF $SINCE HE HAD NOT BEEN DISCONNECTED BEFOWAS SOOOO ANGRY-I TOLD HIM I STAYED AFTER HOURS TO CALL HIM BACK & I WAS NOT GOING TO LET HIM BLAME ME BECAUSE HE DID NOT PAY HIS BILL OR CALL US TO MAKE ARRANGMENPUT HIS WIFE ON THE PHONE-SHE STATED NEVER REC ANY NOTICES--TOLD HER HER HUSBAND HAD ALREADY ADMITTED HE DOES NOT OPEN HIS MAIL FROM US? OFFERED TO GIVE HER TEL#'S FOR HELP-SHE STATED KARMA A B
H & HUNG UP I am not sure what the conversation was; but I do know that we did not charge them a re-connect fee which would have cost them $ I looked at the account and they were sent out notices about being behind on the budget plan starting in November More followed until they were removed We solicit out customers to be on the budget plan at least four times a year in the off season Once we get them on, we do all we can to keep them on If they do not make their payments; we have no choice but to take them off The customer currently has a credit balance on their account We are under the jurisdiction of the Maryland Public Service Commision We have never received a complaint from them Our price are more the competitive; we price that development cheaper then customers that have individual tanks I talked to my credit manager; she relayed the story that she noted on her screen Despite being yelled at; she still waiver the disconnection fee I understand people get upset about their heat I fell she handled them the best she could with the anger they called with If customers are screaming and using abusive language; our employees are told they do not have to be abused I believe we handled the call the best we could They were angry and there was nothing that we were going to do to change it We credited the fee They paid the balance