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
Noted
Thanks !💯