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This forum seems to be the one and only chance for proper dispute resolution.
Billing issues remain unacknowledged. Denied payment arrangements in person, over customer service calls and not given the option online or over touch tone, I will be cut me off tomorrow 9/5/23. The well documented standard "grace period" is now deceptively being used as a "one time courtesy extension", or being held for ransom at half the payment. That's 7 days short of the 15 day mid-month reminder period. Arbitrarily and effectively disconnecting instead of actively working with customers to avoid disconnected services. The urgency to remain connected until my new pay period 9/15/23 is not unreasonable. It doesn't compare to the outright deceptive treatment and blatant disregard of P.U.C. Substantive Rules and consumer protections of § 25.479. which govern ERCOT, but we are specifically denied. Rules like:
* A pledge by an "eap" is to be credited to the balance immediately. An updated balance should be available at all times either online or automated touch tone.
* Disconnection during the pledge period is prohibited.
* A receipt or confirmation of the pledge for the customer showing amount and balance remaining if not fully covered by pledge.
* Reconnection within two hours of balance pay off.
* Disconnection notices with clear and distinct information about proper time restraints and balance amounts.
* And finally, arrangements that prioritize and avoid disconnected services.
These are issues from the last bill statement period (due by 8/12/23). Being cut off 8/21/23 in 102° weather, clearing the balance that day ($60) but not getting reconnected until the next day 8/22/23, all while during a pledge period (made 8/10/23 but did not reflect balance until $150 posted on 9/1/23) from an energy assistance provider strongly indicates retaliatory behaviour. Only to be further manipulated with a new and erroneous reminder letter of doom. (8/31/23)
All I need is a little extra time, exactly like the website promises, or does this also not apply to municipality owned utilities issuing bills of its own to customers in its own territories? If not, I kindly ask, why are we being treated this way? Would this be something you can help me with? Or would I need to go up the chain of command and file against DTPA? I'd appreciate it if we could work this out.
Desired outcome: I want the standard 15 day mid month grace period would line up with my new pay period without the need of so called extensions. I will also accept proper payment arrangements for the $303.00 past due (8/22/23) balance.
