In November 2010, I made payment arrangements with Simple Power to pay a past due balance. The rep I spoke with made the arrangements for me to pay on November 19, 2010, and told me my new bill would be falling due on the 29th. At which time, I told her that wouldn't be a problem, as we would be getting paid that week. She repeated the promise to pay on the 19th and that my current bill fell due on the 29th. I paid late on the 19th. They said it doesn't show in their system till the early 20th. During the week of December 7th, I got a disconnection notice for the 11th. They shut my lights off on the 9th. I called and they told me that I made a promise to pay for the 19th and 29th of November. I absolutely did not, only for the 19th.
Why would anyone call and make arrangements to pay a bill when it comes due? They told me they would pull the recording and get back with me and not charge a late fee if they were wrong. I never heard from them. I assumed everything was fine. So I got a disconnection notice for January 13th. I paid on the 14th. I have been calling now for 2 days. On January 11th and not receiving a call back, I started calling today. I called several times. I finally got through to someone. They will not make payment arrangements because according to them I broke the payment arrangements on the 29th. Arrangements I never made.
After calling several times and being on hold, and during the transfer to the supervisor, three different times my call was "lost" and I had to keep calling back, she refused to help stating I broke payment arrangements. She finally agreed to listen to the original call with me on the line. Even with me listening to the original call, everything I told her was the truth. She didn't want to admit they might have been wrong. I wish I had the recording. At one point when I told Ebony to just listen to where the original lady told me the current bill was due on the 29th, she told me it was irrelevant. We have been loyal customers for almost 3 years. Anytime we have made payment arrangements, they have always been kept. These last 2 months with Simple Power have been unreal. So if you get electricity with this company, please be sure you're never late and get everything in writing. Because when they are wrong they can not admit it.
