PSE (Puget Sound Energy) has completely screwed up meter reading schedules across the Seattle area. I've got six commercial clients with billing period disasters - periods ranging from 18 days to 47 days, overlap charges, wrong proration calculations, you name it. One client got billed $28,000 extra due to a 47-day period with overlap. Anyone else dealing with PSE billing chaos right now?
PSE meter reading chaos creating billing disasters
David, that sounds like a complete system failure. We had similar issues with PG&E a few years back when they switched billing systems. $28K is massive - definitely file formal complaints on all of them. The Washington UTC takes billing errors seriously, especially when there's a pattern across multiple accounts. Document everything and show it's systematic, not isolated errors.
Jennifer's right about the systematic approach. We dealt with JCP&L billing system disasters in 2016 after Hurricane Sandy recovery. The key is showing the pattern across multiple customers. PSE can't claim six different accounts all had 'isolated' meter reading issues. File UTC complaints on all of them and reference each case in the others.
David, this is insane. 47 days with overlap? That's not even close to acceptable utility practice. For your $28K client, make sure you're calculating interest on the overcharge too. Most state regs require utilities to pay interest on billing errors over a certain threshold. Washington might have specific rules about this.
Thanks all. I've started UTC complaints on the three worst cases and PSE is finally responding. Turns out they had a contractor screw up meter reading routes during a system upgrade. The $28K client is getting full credit plus interest - took threatening media coverage to get them moving. Still working on the other five accounts but making progress.
David, glad to hear PSE is responding. The media threat angle works well with utilities - they hate bad publicity about billing errors. Keep documenting everything and make sure they fix the underlying meter reading process, not just the individual account errors. Otherwise this will keep happening to other customers.
Following this with great interest. We had similar contractor issues with Entergy after they outsourced meter reading. Took six months to stabilize the billing periods. David, you might want to request PSE provide a remediation plan showing how they're fixing the meter reading process going forward. That usually prevents repeat problems.
This thread is a perfect example of why we can't just accept utility 'system errors' as normal. David's doing the right thing by filing multiple complaints and showing the pattern. Utilities need to be held accountable for systematic billing failures, especially when they outsource critical functions like meter reading.
Pam makes an excellent point. This isn't just about individual account errors - it's about utility responsibility for contractor performance. David, make sure PSE provides written confirmation that they've implemented controls to prevent this from happening again. Otherwise you'll be fighting the same battles next year.
Update: PSE has now resolved four of the six accounts with full credits and interest. They've also provided a written remediation plan for the meter reading contractor and implemented additional oversight. The two remaining accounts should be resolved next week. Thanks everyone for the advice - the systematic complaint approach definitely worked.
David, excellent work pushing PSE to fix both the individual accounts and the underlying problem. That's the kind of advocacy our clients need. Getting the written remediation plan was brilliant - now you have something to reference if billing period problems crop up again. Great job holding them accountable!
This thread should be required reading for anyone dealing with systematic utility billing errors. David showed exactly how to handle it - document the pattern, file multiple complaints, threaten media coverage, and demand process improvements. Perfect case study in effective utility advocacy.
Steve's absolutely right. David's approach here was textbook perfect. The key lessons: treat systematic errors systematically, don't accept 'isolated incident' explanations, and always push for process improvements beyond individual account fixes. Saving this thread for future reference.
Final thought on this excellent thread - David's success here shows the power of proper documentation and persistence. Too many auditors give up after the first 'system error' explanation from utilities. This case proves that systematic problems require systematic solutions, not just individual account fixes. Well done!