A Cancer Stricken Pottsboro Texas Electric Service Customer Left With No Electricity


As an individual trying to move to Texas (though a Texas native), I am appalled at the manner i have been treated with regard to having electricity connected to my new home at 101 Gr… B…; Pottsboro, TX.  The prior owners of the property were to have the service (contract with “Champion Energy” transferred to me and the change of the service from the prior owners to me was to be scheduled on September 1, 2011.  Regardless, after the electricity was disconnected during the hottest part of the day, I had to drive to the nearby Tanglewood Resort and borrow a telephone and computer to determine the problem.  After 5.25 hours talking with “Anthony” of “Champion”, “Jesus” of “Billmatrix”, and 13 other employees of both concerns, I was still without electricity,  Please keep in mind I had gone through this exercise some three (3) weeks ago when i contracted for the property and everything was said to be in order, as far as the change of accounts.  Call after call, conference call after conference call resulted in the same dismal result…no customer “ten digit number”, because the confirmation number (256184) did not match an account in anybody’s system. While I do not understand the need for a deposit of $350.00 in the first place, my credit card company indicated the payment of two (2) deposits along with two (2) $7.95 “service” charges having been charged to the account given.

 

I tried repeatedly to explain I had insulin and other medications in the refrigerator needed for post chemotherapy and radiation therapy, let alone my intolerance of the heat given my medical condition, and no one, and I mean no one had any authority to override the system and  at the very least connect the electricity for 24 hours until we could come to some understanding – some resolution to the problem.  Meanwhile, I’m trying to direct movers in the heat, nowhere to escape from the inferno, knowing I had to do another infusion of medication that may have overheated which would have resulted in a painful death, and again no one seemed to be able to do anything.  (A small matter, considering everything else, but I had half a beef in a freezer which was quickly thawing.)

 

What in a person’s world tells people it is acceptable to let this sort of event happen, and worse, what in this world gives no one the ability to make an independent decision – outside the rules and regulations of a flipping’ computer?

 

Believe me, if I felt better, I would go into greater detail.  For instance, I asked several employees of Champion if someone came to the house to disconnect the electricity or was it done remotely.  Out of five persons with Champion, not one knew the answer.  If someone had to physically come to the house, how did he/she get by 9 mover-guys without notice and why wouldn’t he/she ask something about the situation?  What have we come to?

 

The bottom line is this:  I am going to have to drive to the nearest oncology facility to test my medications before infusing them.  God help you if anything, and I mean anything goes awry.

 

I am not in the position to put up with one more bureaucratic, mind-numbed idiot who knows nothing about the business for which he/she works making life and death decision based on a script handed him hours after he ./she was hired.

 

This rant covers about 10 minutes of the better part of the day’s frustrating “conversations” with totally mismanaged, inept, poorly directed, wholly unprepared persons.  I am certain they are fine people, but simply not up to the tasks to which they are designated to handle.  It is you, management,  responsible for making every opportunity your “front-line” people are equipped with the knowledge and authority to handle any problem that is presented!!!

 

Further, you do not know me and I do not pull strings, but you have disrespected and endangered the wrong person. If I am damaged any more than I have been at this point, there will be a day of reckoning, I assure you.  You and your organization have made my life and this move unbearable!

 

Mr. G.

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3 Responses to A Cancer Stricken Pottsboro Texas Electric Service Customer Left With No Electricity

  1. adminNo Gravatar says:

    The Texas railroad commission offers this law on the matter regarding disconnection of electric service in life-threatening situations:

    Temperature-based: yes
    Temperature 32° F or below or during heat advisory for all residential customers
    Disconnection will be delayed if detrimental to the health of a resident, must have physician certification.

    PUC/PSC Contacts Consumer line: 888-782-8477 (electric); 515-463-7164 (gas)
    Email: GasComplaints@rrc.state.tx.us
    Consumer FAQ/ Bill of Rights http://www.rrc.state.tx.us/compliance/complaints/index.php

  2. adminNo Gravatar says:

    Unfortunately the PUCT laws require that certain requirements have been met by you first as in the rule below for you to have any kind of recourse through the Public Utility Commission of Texas. This doesn’t mean you don’t have any recourse at all but the PUCT avenue may not be able to help with a complaint against a provider in any reasonable manner.

    Your Retail Electric Provider may not authorize disconnection of your electric service in the case of illness under the below circumstances:

    For non-payment, prior to the disconnection date stated on the notice, if you have established with the Electric Provider that you or another resident on the premises has a critical medical condition and will become seriously ill or more seriously ill if there is a disconnection of service. To obtain this exemption, you must enter into a deferred payment plan with your REP and have the ill person’s attending physician contact the REP and submit a written statement attesting to the necessity of electric service to support life. This exemption from disconnection due to illness or disability shall be in effect for 63 days and may be applied for again after the 63 days has expired and the deferred payment plan has been fulfilled.

  3. adminNo Gravatar says:

    Here is the PUCT rule straight from the rule book:

    http://www.puc.state.tx.us/agency/rulesnlaws/subrules/electric/25.29/25.29.pdf

    Disconnection of ill and disabled. No electric utility may disconnect service at a permanent, individually metered dwelling unit of a delinquent customer when that customer establishes that disconnection of service will cause some person residing at that residence to become seriously ill or more seriously ill.
    (1) Each time a customer seeks to avoid disconnection of service under this subsection, the customer must accomplish all of the following by the stated date of disconnection:
    (A) have the person’s attending physician (for purposes of this subsection, the term “physician” shall mean any public health official, including medical doctors, doctors of osteopathy, nurse practitioners, registered nurses, and any other similar public health official) call or contact the electric utility by the stated date of disconnection;
    (B) have the person’s attending physician submit a written statement to the electric utility; and
    (C) enter into a deferred payment plan.
    (2) The prohibition against service termination provided by this subsection shall last 63 days from the issuance of the electric utility

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