CARLOS R VERNIER sent a message to Scott M. Prochazka - President and Chief Executive Officer of CenterPoint Energy - Email Address that said:
Dear Mr. Prochazka,
My Gas service Account number 006400469334 - 3 was disconnected today 5/2/2017 for non-payment. I am enrolled in auto payment through bank draft. Apparently, my bank rejected the auto draft transaction in March. I wanted to share this with you because I see this as a process improvement opportunity for Centerpoint.
1. I did not receive any communication regards of this problem. Even though customer service representative “D Ford.” swears the company sent communications via paper and email.
a. I am enrolled in electronic billing, and the last bill I received was onn3/14/2017. I did not get an email bill in April 2017.
b. I did not receive any paper copy.
2. A $40.00 reconnection fee was waived as a courtesy, with the threat that if this happens, the second time the reconnection fee will not be waived.
3. The service will be reconnected tomorrow. What this means additional expenses to take all the family out to eat today and until tomorrow.
There is a communications problem internally. If I am enrolled in electronic billing, I want to receive bank rejection or problems to be communicated via the same method.
Thanks,
Carlos Vernier
Carlos.vernier@gmail.com
Cell: 832-967-8582
