I've been working on a disputed billing issue for a client with ComEd for three months now. The commercial account rep basically told me yesterday to "stop calling about this" and that they've already given their final answer. Problem is, their final answer is wrong - they're applying the wrong rate schedule and overcharging by about $18,000 annually. How do you handle it when the utility rep just shuts down communication? I've documented everything but not sure what the next step should be. Anyone else dealt with ComEd being this difficult?
ComEd rep told me to "stop calling" - now what?
Yuri, I feel your pain. Had similar issues with FirstEnergy a few years back. When the account rep stonewalls you, it's time to escalate up the chain. Ask to speak with their supervisor or the billing department manager. Document that conversation too. If that doesn't work, you might need to file a formal complaint with the Illinois Commerce Commission. Sometimes just mentioning you're considering that route gets their attention real quick.
Jim's right about escalation. Also try reaching out to the utility's large customer specialist if your client qualifies. They usually have better training and more authority to resolve complex billing issues. JEA down here has a dedicated team for commercial accounts over 500 kW and they're much more reasonable to work with than the regular customer service folks.
Have you tried the Illinois Attorney General's office? They have a utility complaint division that can sometimes get things moving when the ICC process seems too slow. PPL here in Pennsylvania usually responds pretty quickly when the AG's office gets involved. Worth a shot before going the full regulatory route.
What rate schedule are they using versus what you think it should be? Sometimes it helps to frame it as "we need clarification on the tariff interpretation" rather than "you're wrong." Makes it less confrontational. Alabama Power has responded better when I approach it that way. Also, have you checked if there was a rate change during the billing period that might explain the discrepancy?
Albert, they're billing under Schedule D-1 (secondary distribution) but the customer clearly qualifies for Schedule D-3 (primary distribution) based on their voltage level. The difference is about $1,500 per month. I've shown them the meter readings and the electrical diagrams but they keep insisting their records show secondary service. It's maddening because the physical evidence is right there.
Yuri, that sounds like their service records are wrong. Kentucky Utilities had a similar issue with one of my clients - they had the wrong voltage classification in their system for years. What finally worked was getting them to send someone out to physically verify the service connection. Cost them a truck roll but saved my client $20K in retroactive credits. Push for a field inspection if you haven't already.
Mike, excellent suggestion! I'll request a field verification in writing. If they refuse, that's more documentation for the ICC complaint. Thanks everyone for the advice - sometimes you need to hear from others who've been through this before. Will keep you posted on how it turns out.