Email vs phone for first contact?

Do you all email first (with LOA) or start with a phone call?

Phone first. Email second. Otherwise you risk sitting in an inbox for 2 weeks.

I do email first if the utility has a dedicated disputes address. It documents the timeline.

Respectfully disagree a bit — phone first is faster, but email-first works if you already know the analyst.

Best combo: call to find the right owner, then email LOA + 1-page summary immediately after.

I include a subject line like Billing correction request acct LOA attached and that gets attention.