Sharyland Utilities

This letter responds to your February 18, letter notifying Sharyland Utilities, L.P(Sharyland) of a complaint assigned Case No [redacted] As requested in your letter, Sharyland is responding within ten (10) days and has not provided information in this response that personally identifies the customer The customer resides in Gardendale, which is in Sharyland's Stanton division in our West Texas service areaSharyland's records indicate that the customer's service began on May 10, Winter Storm Boreas affected Sharyland's service territory in late November and early December During the storm, moisture combined with freezing temperatures caused ice formation on trees, power lines, and poles, and resulted in numerous power outages from November into DecemberAt the peak of the damage, Sharyland had approximately 18,customers without powerIn addition, damage to lines was incurred both with the initial ice storm and with the subsequent thawActs of nature beyond Sharyland's control will occur, and when it happens, Sharyland prioritizes efforts on restoration and redirects personnel from meter reading to power restoration effortsSharyland crews worked diligently to restore power to our customers in the area as quickly as possible and supplemented efforts with numerous contract crewsDuring the outage, Sharyland regularly filed reports with the Public Utility Commission of Texas (PUCT) as required by PUCT rules In the midst of the outages, the customer's meter was scheduled to be read on December 5, but on account of the storm and Sharyland's concentration of efforts on restoring power, his meter was not read on December and instead was estimatedSharyland's Tariff for Electric Service (Tariff), which governs our service to customers, contemplates that estimates may be necessary when there is inclement weather, and Sharyland noted on the customer's bill that the usage was estimated To estimate the December bill, Sharyland's systems calculated an average of the usage history at the customer's premise over the prior months, as is standard policyHowever, given the extreme cold weather at the time, the usage billed in the December bill likely was low and the customer's next bill, which was based on an actual meter reading, corrected any underestimation in the December billThis, coupled with continued low temperatures in the area that likely increased the customer's usage in the next billing cycle, led to a higher January bill than the customer anticipatedWhile inclement weather will increase customers' usage and occasionally disrupt meter reading efforts, Sharyland understands the customer's frustration with his bills and, consistent with the Tariff and company policy, regularly accepts a payment plan when bills create a financial hardship Sharyland's records indicate that a Disconnection Notice was mailed on January 31, to the customer for failure to pay the January bill, with a disconnection date of February 12, The customer partially paid the outstanding January bill on or about February 6, 2014, and service was disconnected at approximately 9:a.mon February 18, At approximately 10:a.ma payment was received for the remaining balance of the outstanding January billAt approximately 2:p.mon February 18, 2014, the customer's power was reconnectedThe customer indicates that he previously called Sharyland and was told that he could pay the January bill in two installmentsThis is a common practice for Sharyland; however, it is also standard company policy for our Customer Service Representatives to post a note on the customer's account in our billing system when payment arrangements are entered so that no disconnection occursIt is unknown why this entry was not noted in this instanceGiven the apparent miscommunication, Sharyland is willing to credit back the $reconnect fee that was charged to his account We hope this letter addresses the customer's concernsPlease feel free to contact me if further information is required

Complaint: [redacted] I am rejecting this response because: I have been at my residence for years dealing with first [redacted] then [redacted] becoming Sharyland I have had EMENSE problems with this company and their ability to hire competent meter readers I have almost had my animals run over from there meter readers speeding down my driveway, I have had fences damaged because they didn't want to walk and just drove over my fences, I have replaced and rereplaced keys to my property gate they have misplaced, I have bought new locks for their own personal use to which they have mispalced, my meter has been misred on numerous occasions and have had to have rereads scheduled numerous times as well I have been locked out of my own property three times which resulted in me waiting for hours for someone to come and let me in, STILL with all of this nonsense I have had to take pictures of my OWN meter and send them in because as I can only assume the meter readers were not competent enough to read my meter I have been sending in pictures of my meter since day one so why now as anything changed? Why now after years all of a sudden you are not "reading" my meter Of course I have to meet them at my house to let them in because they lock me out and damage my propety Only when the supervisor came over per my request did he provide a lock locked to the middle of the links on the otherside of the chain away from my locks to prevent me from being locked out againWhich I had to cut with boltcutters by the way destroying my chain but yet again doing it at my own expense so the meter readers can have access Not because Sharyland didn't have access Because it was inconvenient to have to call me everytime it was time to read my meter Well it's inconvenient for me to have to supply Sharyland with supplies at my expense It is also inconvenient to have to sit in my driveway in the dark waiting for someone to let me in to my own house So in response to Sharylands accusations of me denying access THAT is a bunch of crap Regards, [redacted]

Ms [redacted] Revdex.com [redacted] Re: Complaint No [redacted] Dear Ms [redacted] : This letter responds to your June 3, e-mail notifying Sharyland Utilities, L.P(Sharyland) of Complaint No [redacted] As requested in your letter, Sharyland has not provided information in this response that personally identifies the customerIn her complaint, the customer states that she received a bill that is not accurate and was not allowed to be placed on a payment planFurther, she states that her meters had not been read and her usage was estimatedSharyland's customers in our [redacted] ***, and Stanton divisions were transitioned to competition in May 2014, pursuant to order of the Public Utility Commission of Texas (Commission) in Docket No***With the move to competition, Sharyland remains regulated by the Commission, however, the transition brought significant changes to the way Sharyland's customers receive and are billed for electric servicePrior to the move to competition, Sharyland's rates included both delivery charges and energy charges and Sharyland billed customer's directly for both chargesAfter the move to competition customers now purchase power from Retail Electric Providers (REPs) and Sharyland's rates in the competitive electric market only include delivery chargesSharyland now bills the delivery charges for each ESI ID directly to the REP on record for the customerThe REP is then responsible for billing the customer directly for both delivery and energy chargesFurthermore, any payment plans are the decision and responsibility of the REP of the customer since Sharyland does not bill or receive payment directly from the end customerIn regards to the complainant's statement that her meters were estimated and not physically read, Sharyland's records indicate that the complainant denied Sharyland access to her residential meter beginning October 28, through March 30, Each month Sharyland was not able to access her meter, the meter reader would leave a door hanger on her premise as evidence that the meter reader attempted to read the meter, but was unable to due to lack of accessSharyland's customer service representatives confirmed that the complainant would either call or text Sharyland her meter read or allow our meter reader to return to the premise on a day she was home to allow the meter readingFor the months that Sharyland was not physically allowed to read her meter, Sharyland was required to estimate her readingIn April 2015, the complainant allowed Sharyland to install a Sharyland owned lock which allowed us to enter her property and read her meterSharyland has performed physical reads of her meter since the lock was installed in AprilWhen the lock was installed Sharyland performed a physical meter readingSharyland then utilized this actual reading to update the previous six months of estimated readsSharyland calculated the total usage from the last actual reading on September 29, and the actual read on April 14, and the total number of service days during that same periodWe hope this letter addresses the customer's concernsPlease feel free to contact me if further information is requiredThank you, [redacted] Director, Regulatory Affairs

Ms*** *** Revdex.com *** ** *** *** *** ** *** Re: Complaint No*** Dear Ms***: This letter responds
to your June 3, e-mail notifying Sharyland Utilities, L.P(Sharyland) of Complaint No***As requested in your letter, Sharyland has not provided information in this response that personally identifies the customerIn her complaint, the customer states that she received a bill that is not accurate and was not allowed to be placed on a payment planFurther, she states that her meters had not been read and her usage was estimatedSharyland's customers in our *** *** *** ***, and Stanton divisions were transitioned to competition in May 2014, pursuant to order of the Public Utility Commission of Texas (Commission) in Docket No***With the move to competition, Sharyland remains regulated by the Commission, however, the transition brought significant changes to the way Sharyland's customers receive and are billed for electric servicePrior to the move to competition, Sharyland's rates included both delivery charges and energy charges and Sharyland billed customer's directly for both chargesAfter the move to competition customers now purchase power from Retail Electric Providers (REPs) and Sharyland's rates in the competitive electric market only include delivery chargesSharyland now bills the delivery charges for each ESI ID directly to the REP on record for the customerThe REP is then responsible for billing the customer directly for both delivery and energy chargesFurthermore, any payment plans are the decision and responsibility of the REP of the customer since Sharyland does not bill or receive payment directly from the end customerIn regards to the complainant's statement that her meters were estimated and not physically read, Sharyland's records indicate that the complainant denied Sharyland access to her residential meter beginning October 28, through March 30, Each month Sharyland was not able to access her meter, the meter reader would leave a door hanger on her premise as evidence that the meter reader attempted to read the meter, but was unable to due to lack of accessSharyland's customer service representatives confirmed that the complainant would either call or text Sharyland her meter read or allow our meter reader to return to the premise on a day she was home to allow the meter readingFor the months that Sharyland was not physically allowed to read her meter, Sharyland was required to estimate her readingIn April 2015, the complainant allowed Sharyland to install a Sharyland owned lock which allowed us to enter her property and read her meterSharyland has performed physical reads of her meter since the lock was installed in AprilWhen the lock was installed Sharyland performed a physical meter readingSharyland then utilized this actual reading to update the previous six months of estimated readsSharyland calculated the total usage from the last actual reading on September 29, and the actual read on April 14, and the total number of service days during that same periodWe hope this letter addresses the customer's concernsPlease feel free to contact me if further information is requiredThank you, *** *** Director, Regulatory Affairs

Complaint: ***
I am rejecting this response because:First, Sharyland claims they tried to contact meI called, emailed, and sent them a postal letter yet they did not respondI gave them another phone contact number, yet they did not call meThey refused to acknowledge my emails until I told them I had contacted the Revdex.com.Secondly, when I called on May 15th I was specifically told that the in payments was NOT credited and was given an email address to send proofI sent three separate emails (and payment proof) that went unansweredAlso on May 15th, I was told my balance was w/o the paymentsNow they tell me the payments have been credited but somehow I still owe them $I continued to pay my bill minus the they told me had not been credited, so there is no way I still owe them moneyThis is a typical Sharyland business responseI was without electricity for days in November Once the repair team finally showed up, they told me they couldn't find my house, even though I had called every single day re-entering/restating my addressThey can obviously find my house to read my meterMore excuses from Sharyland for their mistakes
Regards,*** ***

Complaint:
I am rejecting this response because:While I appreciate the info sent by Sharyland, this is still NOT a solutionIt occurred to me that my messages may have appeared only as complainingWhile I definitely am complaining, I'm actually seeking a solutionWith that in mind, I'd like to propose the following solution:Sharyland would:Admit fault and drop $of the balance they claim I oweOnce again, it was clearly told to me back in April that I did not owe thisEither Sharyland is wrong now, or they were wrong thenHad they told me correctly back then, or in any of my numerous unanswered emails/letters, this would've been resolved months agoI find it very interesting that I only started getting email responses after I told them I'd contacted the Revdex.comStop the collection efforts immediatelyI'm very aggravated to be receiving letters from lawyers while this matter is still an open case with the Revdex.com.Greg Newman would:Pay $Based on what Sharyland's own billing representatives said, this is all I could owe.2. Accept the Revdex.com case as resolved.3. As soon as is reasonably feasible, I would switch both line service and billing to Greenville Electric (GEUS)I attempted to sign up with GEUS when I first moved into this home years ago, but was told then I could not get GEUS service because of how my line is runSince that time, I've learned that I live in a dual service area and can get the local GEUS service. Switching to GEUS would allow Sharyland to be done with me once and for all, and I'd be done with them.I would be interested in hearing Sharyland's response to my proposed solution
Regards,
Gregory Newman

*** ***
Revdex.com
La Posada Drive
Austin, Texas
Re: Complaint No
***
Dear *** ***:
This letter responds to your October 4, email notifying Sharyland Utilities, L.P(Sharyland) of a complaint assigned Complaint No***As requested in your letter, Sharyland has not provided information in this response that personally identifies the customerIn his complaint, the customer states that Sharyland has not credited his account for two payments totaling $that he made on Sharyland’s online payment system on April 1, The customer also expressed frustration with Sharyland’s response to his attempts to resolve the issue
Sharyland's records provide that the customer made the following payments through Sharyland's online payment system around the April date that he recalled to have made payments totaling $500:
Date
Amount
March 31,
$
March 31,
$
April 4,
$
April 4,
$
April 6,
$
Given the proximity of the March payments totaling $to the April date that the customer recalled, Sharyland believes the March payments are the payments the customer believes Sharyland has not credited to his accountHowever, these payments have been creditedProvided below is a chart detailing the customer's account balance beginning on March 4, through the presentThe chart includes all payments credited to the customer's account, as well as new monthly electric bill charges that increased his outstanding balanceThe current outstanding balance is $
Date
Payment
Monthly
Electric Bill
Charges
Balance
3/4/
$1,
3/31/
$
$1,
3/31/
$
$
4/3/
$
$1,
4/4/
$
$1,
4/4/
$
$
4/6/
$
$
5/2/
$
$
5/30/
$
$
6/3/
$
$
7/7/
$
$
Sharyland's records show that Sharyland has been in contact with the customer multiple times since March 31, 2014, including email correspondence in May and September 2014, and contact by telephone in March and May More recently, when Sharyland attempted to call the customer on August 26, 2014, there was a recording stating that the customer's telephone number is no longer in serviceHowever, Sharyland is happy to discuss the account further with the customer and will attempt to contact him by telephone at the number provided in his complaintAlternatively, the customer can contact our Billing Supervisor, *** ***, at (903) *** to discuss the account
We hope this letter addresses the customer's concernsPlease feel free to contact me if further information is required
Thank you,
*** ***
Director, Regulatory Affairs

*** *** ***
Revdex.com
La Posada Drive
Austin, TX
Re: Complaint No. ***
Dear *** ***:
This letter responds to your October 27, e-mail notifying Sharyland Utilities, L.P(Sharyland) that the customer that submitted Complaint No*** has expressed additional concernsAs requested, Sharyland has not provided information in this response that personally identifies the customerIn his follcorrespondence, the customer continues to express concerns that Sharyland has not credited his account for an online payment totaling $made on or around April 1, The customer also raises concerns regarding a six-day electrical outage that he experienced in November of
Sharyland acknowledges the customer's concerns and regrets that he feels Sharyland has not been adequately responsiveWhile Sharyland's customer service representatives always strive to address customers' concerns, we understand that sometimes confusion can result as both Sharyland's representatives and the customer work to explain the circumstances of a particular accountAs provided in our initial response, Sharyland's records reflect that we had telephone contact in March and May and we had email correspondence in May and SeptemberWe also attempted to contact the customer by telephone in AugustSharyland's records do not reflect additional correspondence and we apologize if any correspondence was missed
Because Sharyland is a utility regulated by the Public Utility Commission of Texas (Commission), it must not discriminate among customers and must bill all rates and charges that are prescribed in its Tariff for Retail Delivery ServiceThis requirement is set forth in P.U.CSUBSTR25.241, which provides that a utility cannot collect any rate or charge, give any compensation or discount to a customer, or impose any practice different from that which is prescribed in its effective tariff filed with the CommissionGiven this regulatory mandate, Sharyland keeps careful records of all charges made to and payments received from customersSharyland provided a chart in our original response to the customer's complaint that documents the charges the customer incurred for electric service since March 4, 2014, in addition to the payments he madeAfter accounting for all charges and payments, Sharyland's records reflect that the customer has an outstanding balance of $Sharyland would be happy to review any records the customer may have that he made additional payments outside of the $1,in payments that we recorded in his account since March While the customer has provided documentation of payments made in that time period, all documentation provided by the customer to date has been for payments that are already reflected in Sharyland's recordsSharyland is also willing to discuss payment arrangements should the outstanding balance be creating a financial hardship
In response to the customer's complaint of the power outage in November 2013, our records do not show that the customer experienced an outage during the month of NovemberHowever, we do note the customer experienced an outage from December through December 11, 2013, which was associated with Winter Storm CleonThis winter ice storm caused significant damage and outages in our Celeste division and affected approximately 6,of our customers at the peak of damage as ice formed on trees, power lines, and polesDamage to lines was incurred both with the initial ice storm and with the subsequent thaw, with many broken branches and limbsSuch acts of nature that are beyond Sharyland's control will occur, and when they do, Sharyland prioritizes efforts on restorationDuring Winter Storm Cleon, Sharyland crews worked diligently to restore power to our customers in the area as quickly as possible and supplemented efforts with thirteen contract crews
We hope this response addresses the customer's concernsSharyland is happy to continue to discuss this matter with the customer and requests that the customer contact our Billing Supervisor, *** ***, at (903) *** if he wishes to do so

Dear MsArcher:Attached please find Sharyland's additional response to Complaint No10231818. Please let me know if you have any questions.Regards,Bridget HeadrickDirector, Regulatory AffairsSharyland Utilities, L.P.(512) 721-

Complaint: [redacted]
I am rejecting this response because:Sharyland is trying to establish a logical impossibility. Either they are incorrect now, or they were incorrect when I first contacted them. They can't have it both ways. When I first contacted them via phone (I believe in May), the billing associate specifically told me that my April 1st (or approximately April 1st) payments WERE NOT CREDITED. This is the whole reason why I sent the first email showing proof of payment. If the billing associate had told me the payments were credited, I never would've sent the email in the first place. IT TOOK 4 EMAILS and multiple months before they responded at all. Had I not mentioned that I'd contacted the Revdex.com, I don't think they would've taken me seriously on the 4th email. I also sent a postal letter that received no response. Sharyland has had months to attempt to resolve this, but they did not respond to me until I contacted Revdex.com. The billing has already been transitioned to a new company for several months now. While I understand Winter Storm Cleon (or whatever name they stated) impacted thousand of folks, that's not my point. The reason I was without power so long, in the repairman's own words, was not because of the thousand of other customers without power, but because they said they couldn't find my house. When the repairman came to my house, I spoke with him and said something to the effect: "Wow, you guys must be really swamped for it take 6 days for you to get the power back on. "  He replied: "Actually, it  took so long because we couldn't find your house."  He went on to explain that they look for some wire protruding from the bottom of the transformer that indicates an outage,  and since they didn't see that, they didn't stop at my house. This is absolutely crazy as they had my address in the outage report from day one. They certainly know where I'm located when they come read my meter. I only bring this up to show the type of things we've dealt with when it comes to Sharyland. From what I've heard, we are not alone. If Sharyland wants me to pay them $1.26 (since they claim 501.26), I will pay $1.26. However, they will not receive the $500 portion from me. I was specifically told that my $500 in payments were not credited, so I waited patiently for the matter to be resolved, subtracted $500 from the following bills, and paid that amount. No one ever contacted me to explain the matter despite the fact I emailed them three times at the supplied email address. What they are stating now is the exact opposite of what I was told on the phone in May. [redacted]

Ms. [redacted] Revdex.com [redacted] Re:       Complaint No. [redacted] Dear Ms. [redacted]: This letter responds to your June 3, 2015 e-mail notifying Sharyland Utilities, L.P. (Sharyland) of Complaint No. [redacted]. As requested...

in your letter, Sharyland has not provided information in this response that personally identifies the customer. In her complaint, the customer states that she received a bill that is not accurate and was not allowed to be placed on a payment plan. Further, she states that her meters had not been read and her usage was estimated. Sharyland's customers in our [redacted], and Stanton divisions were transitioned to competition in May 2014, pursuant to order of the Public Utility Commission of Texas (Commission) in Docket No. [redacted].1 With the move to competition, Sharyland remains regulated by the Commission, however, the transition brought significant changes to the way Sharyland's customers receive and are billed for electric service. Prior to the move to competition, Sharyland's rates included both delivery charges and energy charges and Sharyland billed customer's directly for both charges. After the move to competition customers now purchase power from Retail Electric Providers (REPs) and Sharyland's rates in the competitive electric market only include delivery charges. Sharyland now bills the delivery charges for each ESI ID directly to the REP on record for the customer. The REP is then responsible for billing the customer directly for both delivery and energy charges. Furthermore, any payment plans are the decision and responsibility of the REP of the customer since Sharyland does not bill or receive payment directly from the end customer. In regards to the complainant's statement that her meters were estimated and not physically read, Sharyland's records indicate that the complainant denied Sharyland access to her residential meter beginning October 28, 2014 through March 30, 2015. Each month Sharyland was not able to access her meter, the meter reader would leave a door hanger on her premise as evidence that the meter reader attempted to read the meter, but was unable to due to lack of access. Sharyland's customer service representatives confirmed that the complainant would either call or text Sharyland her meter read or allow our meter reader to return to the premise on a day she was home to allow the meter reading. For the months that Sharyland was not physically allowed to read her meter, Sharyland was required to estimate her reading. In April 2015, the complainant allowed Sharyland to install a Sharyland owned lock which allowed us to enter her property and read her meter. Sharyland has performed physical reads of her meter since the lock was installed in April. When the lock was installed Sharyland performed a physical meter reading. Sharyland then utilized this actual reading to update the previous six months of estimated reads. Sharyland calculated the total usage from the last actual reading on September 29, 2014 and the actual read on April 14, 2015 and the total number of service days during that same period. We hope this letter addresses the customer's concerns. Please feel free to contact me if further information is required. Thank you,   [redacted] Director, Regulatory Affairs

Complaint: [redacted]
I am rejecting this response because:  I have been at my residence for 12 years dealing with first [redacted] then [redacted] becoming Sharyland.  I have had EMENSE problems with this company and their ability to hire competent meter readers.  I have almost had my animals run over from there meter readers speeding down my driveway, I have had fences damaged because they didn't want to walk and just drove over my fences, I have replaced and rereplaced keys to my property gate they have misplaced, I have bought new locks for their own personal use to which they have mispalced, my meter has been misred on numerous occasions and have had to have rereads scheduled numerous times as well.  I have been locked out of my own property three times which resulted in me waiting for hours for someone to come and let me in, STILL with all of this nonsense I have had to take pictures of my OWN meter and send them in because as I can only assume the meter readers were not competent enough to read my meter.  I have been sending in pictures of my meter since day one so why now as anything changed?  Why now after 12 years all of a sudden you are not "reading" my meter.  Of course I have to meet them at my house to let them in because they lock me out and damage my propety.  Only when the supervisor came over per my request did he provide a lock locked to the middle of the links on the otherside of the chain away from my locks to prevent me from being locked out again. Which I had to cut with boltcutters by the way destroying my chain but yet again doing it at my own expense so the meter readers can have access.  Not because Sharyland didn't have access.  Because it was inconvenient to have to call me everytime it was time to read my meter.  Well it's inconvenient for me to have to supply Sharyland with supplies at my expense.  It is also inconvenient to have to sit in my driveway in the dark waiting for someone to let me in to my own house.  So in response to Sharylands accusations of me denying access THAT is a bunch of crap. 
Regards,
[redacted]

This letter responds to your February 18, 2014 letter notifying Sharyland Utilities, L.P. (Sharyland) of a complaint assigned Case No. [redacted]. As requested in your letter, Sharyland is responding within ten...

(10) days and has not provided information in this response that personally identifies the customer.
The customer resides in Gardendale, which is in Sharyland's Stanton division in our West Texas service area. Sharyland's records indicate that the customer's service began on May 10, 2013. Winter Storm Boreas affected Sharyland's service territory in late November and early December 2013. During the storm, moisture combined with freezing temperatures caused ice formation on trees, power lines, and poles, and resulted in numerous power outages from November 23 into December. At the peak of the damage, Sharyland had approximately 18,500 customers without power. In addition, damage to lines was incurred both with the initial ice storm and with the subsequent thaw. Acts of nature beyond Sharyland's control will occur, and when it happens, Sharyland prioritizes efforts on restoration and redirects personnel from meter reading to power restoration efforts. Sharyland crews worked diligently to restore power to our customers in the area as quickly as possible and supplemented efforts with numerous contract crews. During the outage, Sharyland regularly filed reports with the Public Utility Commission of Texas (PUCT) as required by PUCT rules.
In the midst of the outages, the customer's meter was scheduled to be read on December 5, but on account of the storm and Sharyland's concentration of efforts on restoring power, his meter was not read on December 5 and instead was estimated. Sharyland's Tariff for Electric Service (Tariff), which governs our service to customers, contemplates that estimates may be necessary when there is inclement weather, and Sharyland noted on the customer's bill that the usage was estimated.
To estimate the December bill, Sharyland's systems calculated an average of the usage history at the customer's premise over the prior 13 months, as is standard policy. However, given the extreme cold weather at the time, the usage billed in the December bill likely was low and the customer's next bill, which was based on an actual meter reading, corrected any underestimation in the December bill. This, coupled with continued low temperatures in the area that likely increased the customer's usage in the next billing cycle, led to a higher January bill than the customer anticipated. While inclement weather will increase customers' usage and occasionally disrupt meter reading efforts, Sharyland understands the customer's frustration with his bills and, consistent with the Tariff and company policy, regularly accepts a payment plan when bills create a financial hardship.
Sharyland's records indicate that a Disconnection Notice was mailed on January 31, 2014 to the customer for failure to pay the January bill, with a disconnection date of February 12, 2014. The customer partially paid the outstanding January bill on or about February 6, 2014, and service was disconnected at approximately 9:00 a.m. on February 18, 2014. At approximately 10:37 a.m. a payment was received for the remaining balance of the outstanding January bill. At approximately 2:30 p.m. on February 18, 2014, the customer's power was reconnected. The customer indicates that he previously called Sharyland and was told that he could pay the January bill in two installments. This is a common practice for Sharyland; however, it is also standard company policy for our Customer Service Representatives to post a note on the customer's account in our billing system when payment arrangements are entered so that no disconnection occurs. It is unknown why this entry was not noted in this instance. Given the apparent miscommunication, Sharyland is willing to credit back the $65 reconnect fee that was charged to his account.
We hope this letter addresses the customer's concerns. Please feel free to contact me if further information is required.