Submitted a billing history request to Alabama Power three weeks ago with a signed LOA. Called to follow up and they have no record of receiving it. No confirmation email, no tracking number, nothing. Now my client is getting impatient. What's the fastest way to get this back on track?
Utility lost my data request — now what?
Happens all the time. Resubmit immediately via email to the commercial billing department — not through the general customer service channel. Get a confirmation reply from a specific person with a name. Then follow up by phone 48 hours later referencing that person's name. Having a named contact changes everything. "I submitted this to the general inbox" gets lost. "I sent this to Jennifer in commercial billing on Tuesday and she confirmed receipt" gets action.
Also — always keep a sent receipt or confirmation. I BCC myself on every data request and LOA submission so I have proof of when it was sent. Saved me twice when utilities claimed they never received it.
Resubmitted directly to the commercial billing manager. Got a reply within 2 hours with a case number. Data should be here within 10 business days. Lesson learned — always go to a named person, never the general inbox.