Mariann Russo sent a message to Lynn Good that said:
Good afternoon,
I wanted to send you an email regarding service I received from your company during the pandemic. I had an issue with my bill and called and spoke to a supervisor who did not show an ounce of empathy to me. The situation was, my bill was extremely high and I was not sure why. Apparently there was a power surge in my area and it effected my A/C unit . The surge kicked my heat and air on at the same time and my kilowatts went through the roof. I was asking if your company had a loyalty customer program that I could get some help with my bill. I was only looking for a small credit to help . I was told that you did not have a program like this and since I used the electricity I would need to pay the bill. I am taking care of a family of four during this pandemic and really had no extra money for this extremely high bill. I hope that your company can come up with a program to help people in a time of need so no one in the future will have to be put under the stress I was put under. It was very disappointing that your service department was so cold and un-caring. I little empathy training would go a long way with customers. I am a supervisor for a large bank and would never speak to my clients in this way.
Thank you for your time and I hope your family is safe during these difficult times.
Mariann Russo
727-560-0475
