VERY ill trained customer service agents
I have been trying to rectify, with monthly friendly patient let them do what they can to correct the problem phone calls on a mistake THEY made for three months ... and today was the final straw.
In April my LEVEL PAY sum went up. I called to have it returned to its previous $65 level. I felt that that was a very reasonable request, given that my previous year of Level Pay program brought to me having an overpayment balance where I didn't have to pay further for 2+ months. That agent's reply to my request: basically, not a problem.
THAT's when the problem began.
Instead of adjusting the Level Pay sum (an action request that I've had done in years previous without a problem), I was REMOVED from that payment plan.
So, the next month, May, I get a bill and the ENTIRE sum is due ..and of course I'm on auto-pay so I'm looking at that full sum getting pulled from my checking account.
I call in May to go over the situation and what can THEY do to fix this so I'm not having to pay that full sum as a result of THEIR error. So they say they can do a one-time stop, and then x, y, and it'll get corrected.
The stop-pay happened, I sent in the $65 payment.
Now, for JUNE the bill comes and AGAIN the whole sum is written up as being due, and of course auto withdrawal. I call yet again, and get what I think (foolish I am) is someone who is hearing me and is doing his best to find a solution that will protect me from having that whole sum withdrawn. I get his name, his ID #, he outlines what will happen. All seems good.
Today, mid June .. checking account is emptied beyond empty. I am freaking so pissed off!
I call them ... and basically all I freakin get is the agent and the supervisor repeating in circles what today's policy is. Gee, the policy that was outlined to me last week by this other agent sounded awfully correct and accurate, matter handled to me. Nope, we're going to have you think that, and the screw further with you.
Today's agent and supervisor in no way acknowledged my words that THEY have a problem in the training and competency of their customer service account reps, that over three months that I have had to call and not have this fixed to where today, I have my bank account emptied.
I am just so livid. And anywhere that I can voice my opinion on the obvious incompetency of management in equipping the customer service agents to accurately handle problems I will go there. This is also a company that is just obviously way too big, that a problem THEY made that THEY cannot fix in 3 months. It'll just proceed and screw the customer. Oh, and they're not all that sorry about it.
If I could possibly go to another company, I absolutely would. Basically, don't believe anything they say about how a billing issue will be handled. Be ready for the worst outcome. That is the motto an SCE customer has to do business with them by.
Posted on 6/18/2012
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I've worked for Southern California Edison for over 15 yrs.. In the field and in the office... I would like to take the time to explain to people some facts that NO one understands about what we do.. At Edison we strive for Excellent Customer Satisfaction.. For all the complaints about customer deposits and refunds.. My suggestion is keep up on your payments, at Edison they will let customers almost go 2-3 months without paying on there bill before we disconnect you. My suggestion is don't let your service get intruputed stay on top the bill to prevent this, also if your having trouble in paying call in and set up payment arrangements at Edison they WILL assist you to do this. Also their is a CARE program we have also...
Another thing is when the lights go out due to mother nature such as wind, rain, snow, heat whatever the case maybe. No one seems to realize we as employee's don't go home until we get your lights back up. Yes sometimes you may have to wait a few hours if we have a lot of customers out of lights but we are still at work working to get everyone back up one area at a time.. We are missing a lot of time with our families to help out other families.
Posted on 2/9/2011
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I am disgusted and appalled at the level of customer service received from Southern California Edison, and the worst thing about this is that they have a total monopoly and can basically do whatever they like without any kind of recourse or accountability for their actions!When I opened an account with them in 2005 they required a small deposit, which we paid. During 2007 my husband thought I had paid the bill and I thought he had paid it and the end result was we were disconnected, I admit money was tight at that time because he had just been laid off, however in all honesty it was just an oversight, we had the money to pay the bill, but now not only did they want the money for the bill, they also wanted more money for a deposit, and it was an extortionate amount!!!! I argued with them because we didn't have the deposit they wanted, but we also had three young children in the house living in 110 degree heat, so we NEEDED to have electricity, and I was told:"go ahead cancel your service if you are not happy with it, its not like you can go anywhere else"And the worst part is that she was absolutely RIGHT!So, another 3 years down they line, they are now holding on to and most likely collecting interest on a total of $500. I am now moving, my husband cancelled the service, there was an outstanding bill which he was told would be paid for using the deposit and the remaining balance of the deposit refunded to him. We were told it would take about 30 days. That was in March, we are now at the end of May, STILL no deposit AND the balance outstanding is growing because they keep adding late charges to it!!!!!To say I'm furious is an understatement... I have called SCE 4 times and each time have been told it is in the process, although they are unable to say at what point of the process they are at AND they keep saying it is going to take a couple more weeks. Last week I called and spoke to quite possibly the rudest person I have ever encountered... I explained that it has been 2 months now and I would like to know where in the process we are at with this and I was told (and this is verbatim: "Ma'am, we are in no rush to get this taken care of, we will get to it when we get to it, this is not a priority for us"WHAT!!!!!!! In what universe is this any kind of customer service???And again the most frustrating part of this is being completely helpless because, like I was told before, there is nothing I can do about it, they have a monopoly, its not like I can pick and choose who provides my utilities. Is there no one that holds these utility companies accountable?
Posted on 5/19/2010
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In 2005 I was in a bad way and had my electricity turned off. I paid a$300 deposit to them to turn on my lights. It is now 2010 and they are playing games with my deposit. I've called no less than 10 times in the 3 months and every "customer service" rep I have talked to has given me a different story, from " we have no record", " we are mailing your deposit in 10 days" (it never arrived) Wait til the end of the month..Ha...So many more stories. They sure don't mind grabbing your money, but you want it back, they play games and tell half-truths to their customers. Throughout this whole thing I've been polite and patient...I can't say the same for their rude and uncaring staff, at least some of the ones I have talked to. Hey SCE...Listen up...Give me my deposit back. I'm struggling in these severe economic times and I feel it's gotten to the point that it is now punitive.
Posted on 3/17/2010
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SCE has difficulties with crediting customer payments. Some payments never gets posted. others get posted to the wrong account. Moreover, we have had issues with estimated usage bills instead of actual bills based on usage.
You really need to check and log on frequently to view your accounts to identify irregularties...
Chris
Posted on 1/12/2010
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