Carl from Pittsburgh. Had a utility account manager tell me flat out that the rate class was correct and always had been. Turned out he was reading the wrong customer record. My client had two accounts and the manager was looking at the smaller one. The larger account had been misclassified since 2007. Four years of overcharges, just under $19,000 recovered. The lesson: never accept a verbal confirmation from the utility without seeing the tariff in writing.
Utility swore the rate class was correct — they were wrong
Norma from Fort Smith. That is a frustrating situation but unfortunately common. Utility reps are not always wrong but they are sometimes looking at the wrong data or misremembering the tariff. Always get it in writing.
Frank from Pittsburgh. I had almost the identical situation. Rep told me the rate was the lowest available. It was not. They had a time-of-use option that was significantly cheaper for my client's load profile. Rep simply did not know it existed.
Frank that is a really important point. Rate desk reps are not trained to proactively identify savings opportunities. They answer questions but they do not volunteer alternatives. That is our job.
Rosa from Miami. I now ask the utility specifically: are there any other rate schedules this account could qualify for? That question puts the burden on them to consider alternatives and sometimes produces useful information.
Linda from Dayton. Good technique Rosa. I also ask: when was the rate class last reviewed? If the answer is never or I do not know that tells you something important about how closely this account has been managed.