MD 45-Day Drop Notice

Summary:

A significant number of drop letters have been sent to MD customers regarding their service or agreement with Spring Power & Gas. These letters notify customers that they have 45 days before their accounts are closed.

How to Identify these accounts?

To identify these accounts, please refer to the "Call Note" tab. (See example below.) The affected accounts will display a call note indicating a "45-Day Drop Notice," dated 01/02/2025.

Call Handling:

Inform Customers that their account will return to the utility after the 45 days, which will now appear as their supplier.

Escheatment Letters

It’s the time of the Year, customers will receive an Escheatment Letters for unclaimed property with KE NY, and SPG Pennsylvania.

This Claim must be done before March 1st of 2025 for PA customer and NY customers need to be done before February 15 2025. Customers who miss this deadline will be required to contact the state to claim these funds.

You will need to follow the next steps:

CS reps will be required to verify and update all customer information including name, address, email, and phone number.

A child call note (CLOSED) must be added to the escheatment call note. The following text will auto-populate: “The customer received the escheatment letter and is requesting the unclaimed Ecogold Cashback. The customer’s name and mailing address has been verified and confirmed. The business is reserving up to 90 days for payment processing.”

Script:

Thank you for reaching out to us regarding the unclaimed property letter dated August 2022. Please allow me to verify your account information so that I can assist you with this.

(Verify info, confirm any changes to mailing address, and add the child note.)

I have updated your account, and your information will be submitted to the proper department handling your claim. Please allow 90 days for the check to be issued. For further inquiries you can reach us here by phone or I can provide you with our (rewards@) email address.

Training AlertCustomer Mailers NY Customers Gas Fuel

Summary:

Eligible gas customers in the state of NY will be receiving mailers with the option to contact customer service to update their rates. See sample letter below.

Kiwi Ltr re call in for lower rate (11.01.2024).docx

Download DOCX • 447KB

Note: Gas Customers in the state of NY who have not yet been placed on a fixed-rate contract will now have the option to enjoy a set rate through to the end of their current agreement.

Fixed-rate contracts are available for electric accounts and such customers should be offered to be placed on a new contract for Electric accounts.

This retention tool is specifically geared toward gas accounts not on a fixed-term agreement. 

The TPV Process | Customer intake form

The below options have been added for this purpose only and will follow the usual TPV process.

Call note