Running into issues with a Duke Energy national account rep who's blocking our audit requests for a 45-location retail chain. Claims the corporate contract prohibits third-party audits, but I've never seen language like that before. The individual store managers want to cooperate but are getting pressure from above. Anyone dealt with this kind of pushback from national account teams?
National account rep refusing to cooperate
Oscar, we had something similar with Georgia Power. Turned out the national rep was worried about looking bad if we found errors on their large accounts. Had to escalate to the regulatory affairs department and cite state regulations about customer access to billing records. Took about 3 weeks but they backed down.
Thanks Wanda. That's encouraging that you got it resolved. Did you have to involve your client's corporate legal team or were you able to handle it directly with the utility's regulatory department?
We handled it directly - just referenced the state's utility customer bill of rights and asked for their legal basis for denying access. Once they realized we knew the regulations, the resistance evaporated pretty quickly. The national rep wasn't happy but compliance overruled them.