5161 San Filipe St. Ste. 320-506
Houston, TX 77056
T: 866-66-ARROW (27769) Fax: 877-266-5208
email: info@arrowenergy.us
HD: (347) 269-0290
Transition Questions: for customers that are calling in in regards the letter they received, and they have questions in regards the change.
Transition cancelled: for customers who called in in regards letter and change and ended up cancelling the service.
Opening
“Thank you for calling [Spring Energy/Kiwi Energy]. This is [Name]. How can I help you today?”
If customer is calling about the Major Energy letter
“Yes, that letter is legitimate. Major Energy has acquired your energy supply account from us and will be taking over as your energy supplier.”
If customer asks: “Why is my account being transferred?”
“[Spring Energy/Kiwi Energy] has entered into an agreement with Major Energy to transfer its customer accounts. As part of that transaction, Major Energy will become your energy supplier.”
If customer asks: “Do I need to do anything?”
“No action is required from you for the transfer to occur. Major Energy is sending customers information about the transition and will provide any additional information you need.”
If customer asks: “Will my utility change?”
No, you will continue to receive your bill from «UTILITY_NAME» as you always have. The only change is that Major will now be listed as the supplier.
If customer asks: “Will my service be interrupted?”
“No. The transfer of your supplier account should not cause any interruption to your electricity or natural gas service.”
If customer asks about their rate or contract?
If you have a fixed rate plan with Spring, your service will continue with the same fixed rate until the end of your contract term or upon cancellation of service. If you are currently served under a variable rate with Spring, your service will continue under a variable rate plan. After «Last_Date_to_Call», you may also contact Major directly to see what other options are available when your contract expires.
What will happen to my contract / agreement with Spring?
Contract assignment is allowed per the terms and conditions of your Spring agreement. Major will honor your current agreements with Spring, so no changes will occur with their terms or conditions until the contract end date. If you are a Spring customer on a Variable Rate Plan, the variable gas rate will continue to remain on a variable rate plan. You will also be eligible to renew to a fixed rate plan with Major.
My contract was about to expire with Spring, what does this mean for me?
If the contract expires before the effective date of your transfer, your service will continue on a variable rate as stated in your agreement terms and conditions, unless you choose a new fixed rate from Major. If your contract expires after the effective date of your transfer, contact Major for their current plan offerings.
If customer says: “I never signed up with Major Energy.”
“I understand. You originally enrolled with [Spring Energy/Kiwi Energy]. Major Energy has acquired the customer accounts and is becoming the supplier associated with those accounts. This is why you are receiving the transition notice even though you originally signed up with us.”
If customer says: “Is this a scam?”
“No. The Major Energy communication regarding the transfer of your [Spring Energy/Kiwi Energy] account is legitimate.”
“Please never provide sensitive information such as passwords or full banking information to an unsolicited caller. If you have concerns about a particular communication, we can help you verify whether it relates to the account transition.”
If customer says they don't want Major Energy
“I understand. Your account is currently being transferred as part of the transaction. If you would like to discuss cancellation or your supply options, we can explain the process that applies to your account.”
Staff instruction: Follow the normal cancellation/consumer-protection process applicable to the customer's state and contract. Do not tell the customer they are unable to cancel unless specifically authorized.
If customer asks who they should contact going forward
“For questions relating to your account before the transition is completed, we can continue to assist you. Once Major Energy becomes your supplier, Major Energy will be the appropriate contact for questions relating to your supply service.”
[INSERT MAJOR ENERGY CUSTOMER SERVICE NUMBER / WEBSITE IF APPROVED]
If customer is angry or concerned
“I understand why receiving a letter from another company could be confusing. The important thing to know is that your utility service is not being disconnected. This is a change in the company providing the competitive energy supply portion of your account.”
If Customer Says: "I don't want Major Energy" / "I want to cancel"
Before making a decision, I'd like you to know that your current agreement will not change, your service will not be interrupted, and Major Energy will honor the terms of your current agreement, You may also be eligible to renew to a fixed rate plan with Major energy for price protection.
Closing
“Is there anything else I can help clarify about the transition to Major Energy?”
“Thank you for calling. We appreciate your business and apologize for any confusion the transition notice may have caused.”
Escalation
Escalate the call to a supervisor if the customer:
Claims they did not authorize their original enrollment.
Threatens legal action or a regulatory complaint.
Says they have already filed a complaint with a utility commission, Attorney General or other regulator.
Disputes a contractual obligation.
Claims the Major Energy notice contains incorrect pricing or contract information.
Requests documentation relating to their original enrollment or authorization.
Is a vulnerable customer or raises a service-disconnection concern.
Hey Team,
We will be stopping “New Enrollments” temporarily until further notice.
Here is a script we can use if any new customers reach out:
"Thank you for reaching out to us. We truly appreciate your interest; however, we are not accepting new customers at this time. We apologize for any inconvenience and appreciate your understanding. Please feel free to contact us again in the future for updates."