Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Exceleron's myusage app is an app I have no choice but to use for my power and water bill. On January 28 just after a massive cold spell our power was cut off despite having a positive balance on one of the coldest days of that snap. I do know of families with young children that are legally protected during severe weather from loosing power were disconnected. My current issue is I check our account daily at 9:30 am to make sure we are current yesterday when checking the app it said our usage was 2.70 our power was disconnected because the app now was charging over 12 when that's not what the app had said at 9:30 am when it updated. The text messages I received also changed after I received them charging from 4.67 to 6.67. My balance from Wednesday was also updated this morning with an additional two dollar charge. All I am asking is that things be checked to make sure people aren't being illegally disconnected and customers can get accurate information the first time.

  Business response

  04/16/2024

  Please note that Exceleron support team has reached out to the customer regarding the above complaint.  We attempted to review her timeline; however, she did not want to speak through the particles.  It is also worth noting that she should have contacted her utility who too would have been able to provide the particles and speak to her concerns.  Review of the file, as supported by the attachment, indicates the customer was properly disconnected due to a negative balance.  This is a prepay program and customer is expected to maintain a balance above $0 to remain in good standing.  Information is presented via a portal, a mobile app and even an IVR (telephone system).  All support should go through the utility who too can help her manage her program.  Her account had a negative balance on Jan 27 and she was provided a grace ****** until the following morning to make sufficient payment to satisfy her negative balance.  The disconnect order was completed Jan 28 at 8:48am as shown in 2nd screenshot. The 3rd screenshot shows the payment was made at 8:56am which was after the disconnection had completed,  Customer is aware of the need to maintain a credit balance, the grace ****** for the disconnection and the time disconnections are processed as she often made the payment the following day becoming negative yet prior to the disconnection.  She simply did not make the payment in a timely fashion.  She was also immediately restored once the payment was made and was disconnected for only a few minutes. The reconnection order was created at 8:56am, immediately following the payment, and was completed at 9:05am. In the future, we ask that the customer contact the utility as we simply display, via the mobile app, the data received from the utility.  We also allow the utility to configure and apply its own business rules relative to disconnections.  Thank you, ************** on behalf of Exceleron Support 

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