Scripting ConEdison Billing Issue

ConEdison did not bill customers from January to May 2024. We have been receiving calls from customers stating that they have received their bills; however, in Orion, there are no invoices to verify the amount the customer was billed.

Suggested Scripting

We understand how frustrating this situation is for you. Back in May, we sent you a letter notifying you of this billing error. We see that Coned is in the process of resolving the issue. Our team is monitoring this closely as this matter gets resolved.

Customer: What are you going to do to help me?

All customers, as this error was beyond your control, You have the option to contact the utility and ask for a payment arrangement. They can break down the payments into more manageable portions for you. Continue to ….

If variable

As this was outside of your control, our management team has authorized our lowest variable rates to be added to your account for the next four months, which will help to offset some of the costs during the high summer peak period.

If fixed

I see that you are enrolled in our fixed rate offer, which will offer you peace of mind during the summer months as the rate is set. We are waiting for further details regarding this resolution and will reach out as we did previously with any follow-up.  

If the customer is upset and demanding an adjustment, with supervisor approval, proceeds to…

To determine how we can best assist you, please email us a copy of the invoice for review. This will help us evaluate what options we have to help you and follow up within 24 hours

CONED Billing Issues

After CONED's recent changes in account numbers, we have identified customers who did not receive meter readings between January and March 2024. Subsequently, these customers have not been billed for supply charges during this period. 

Our transactions and billing team is working with CONED to resolve this matter. Once we receive the reads an invoice will be generated.

Suggested Scripting

[Opening]

Agent: Good [morning/afternoon], thank you for calling [Company Name]. My name is [Agent's Name]. How can I assist you today?

[Customer Inquiry]

Customer: Hi, I recently noticed that I haven't received any bills for my electricity usage for the past few months.

[Response]

Agent: I apologize for the inconvenience, there has been a recent change in account number details for CONED customers, and as a result, some customers have not received meter reads between January and March 2024. This has caused delays in billing for supply charges during that period.

[Reassurance]

Agent: Rest assured, our transactions and billing team is actively contacting CONED to resolve this issue promptly. Once we have more information, we will ensure you receive your bill accurately and on time.

[Retention] Only if customers want to cancel or the call is leading towards a possible cancellation.

Agent: I understand the frustration this may cause. To assist you further as your supplier, I would like to offer you a (Ret. Offer) while we work to resolve this matter.

Ret Steps: (Applicable ONLY if the customers are still in a variable rate).

2 Months Loyalty rate

4 Months Manager rate (approval from HD)

[Offering Assistance]

Agent: In the meantime, is there anything else I can assist you with today? Perhaps updating your contact information to ensure you receive any updates regarding your account?

[Closing]

Agent: Thank you for bringing this to our attention, [Customer's Name]. We appreciate your patience as we work to resolve this matter. If you have any further questions or concerns, please don't hesitate to reach out to us.

NJ APP ORDER UPDATE:

ONLY NJ Customers are eligible to have an ESCO if they are on a Low-income program with the utility or in a Government assistance program.

If a NJ customer calls in to cancel due to participating in a Low-income or a Government assistance program, we can retain them as the customers will not be affected. They will still be able to have their assistance program and their ESCO (Energy Service Company).