20020502Decision Memo.pdf

DECISION MEMORANDUM
TO:COMMISSIONER KJELLANDER
COMMISSIONER SMITH
COMMISSIONER HANSEN
JEAN JEWELL
RANDY LOBB
DON HOWELL
BEVERLY BARKER
TONYA CLARK
RON LAW
GENE FADNESS
WORKING FILE
FROM:CAROL COOPER
DATE:MAY 2,2002
RE:FORMAL COMPLAINT OF RALPH STUART
On April 17,2002 the Commission received a formal complaint from Mr.Ralph Stuart
against Idaho Power.In Mr.Stuart's formal complaint he identifies four issues he wants the
Commission to consider:
(1)Why,when he first inquired about an unexplained February billing,Idaho Power could
not offer an explanation;
(2)Why Idaho Power made no attempt to contact him personally in regard to his complaint,
and instead interviewed his wife,who is not listed on the account;
(3)Why was he not notified when the meter was replaced;and
(4)Why Idaho Power did not inform him of his rights under provisions of Rule 204,the
option to repay over an extended period of time.
(5)Mr.Stuart refuses to pay the corrected billing.In his complaint,he states:
I made a proposal to be billed for 2,000 kwh for the months of January,February
and March.Given the lack of responsiveness in settling this matter,I am now
requestingthat I be billed only for the power that was reflected by meter readings
for those months.
BACKGROUND
The meter serving Mr.Stuart's residence was reported as malfunctioningin February.
When the serviceman responded,he saw that the meter was still advancing and so did not replace
DECISION MEMORANDUM l MAY 2,2002
it.On March 10,Mr.Stuart called Idaho Power and was informed incorrectlyby a customer
service representative that the meter had been replaced.When Mr.Stuart checked the meter the
end of March,he found the old meter still in place and not working properly.A new meter was
set on April 5,2002,and corrected billings were prepared for the Januarythrough March billing
periods.The followingchart shows the comparison in kWh billed:
Months 2001 Bills 2002 Original Bills 2002 Corrected Bills
January 5405 1317 6500
February 7193 185 6000
March 5277 104 2000
STAFF ANALYSIS
(1)Company responsiveness.Staff investigated Mr.Stuart's informal complaint,which
was filed prior to his formal complaint.Brent Lulloff of Idaho Power sent an e-mail response to
Mr.Stuart admitting the Company had made some mistakes.Staff found the response to be
timely and thorough in regard to the meter problems and corrected bill.Items 2,3 and 4 were
not part of the original informal complaint submitted by Mr.Stuart.
(2)Account confidentiality.The Commission has no rules or requirements regarding
communication between a utility and a customer of record's spouse.In this instance,Mr.Stuart
is the customer of record and his wife is not listed on the account.Idaho Power did discuss Mr.
Stuart's complaint with Mrs.Stuart.
(3)Notification of meter replacement.The Commission has no rules or requirements that
customers be notified of meter changes.Idaho Power does not typically notify customers of
meter replacements.
(4)Notification of consumer rights.Rule 204.03 allows customers the option of
extended payments when service has previouslybeen inaccurately billed.ApparentlyMr.Stuart
was not offered this option.Rule 204 (attached)of the Commission's Utility Customer Relations
Rules (IDAPA 31.21.01.204)allows utilities to estimate usage and send a corrected billingwhen
the actual usage cannot be determined because the meter failed or malfunctioned.Staff believes
the basis used for estimating consumption for January,February and March is fair and
reasonable.If Mr.Stuart needs additional time to pay the corrected billings amounts,he has that
right,and should have been so informed by the Company.
(5)Determination of amount owing.Given that Idaho Power has a right to rebill
DECISION MEMORANDUM 2 MAY 2,2002
customers pursuant to Rule 204,Staff believes Mr.Stuart's refusal to pay for amounts other than
usage registered on the prior malfunctioningmeter to be unreasonable.
COMMISSION DECISION
Does the Commission want to accept this as a formal complaint?If so,shall the
Commission issue a summons to Idaho Power?If not,how does the Commission wish to
proceed?
Carol Co'oþeË
Attachement cannot be e-mailed
udmemos/dec memo for ralph stuart
see also udmemos/dec memo for ralph stuart attachments
DECISION MEMORANDUM 3 MAY 2,2002
204.INACCURATELY BILLED SERVICE UNDER CORRECT TARIFF
SCHEDULE--FAILURE TO BILL FOR SERVICE (Rule 204).
01.Errors in Preparation-Malfunctions--Failure to Bill.Whenever the billing for
utility service was not accurately determined because a meter malfunctioned or failed,bills were
estimated,or bills were inaccurately prepared,the utility shall prepare a corrected billing.If theutilityhasfailedtobillacustomerforservice,the utility shall prepare a bill for the period during
which no bill was provided.(7-1-93)
02.Corrections.If the time when the malfunction or error began or the time when the
utility began to fail to bill for service cannot be reasonably determined to have occurred within a
specific billingperiod,the corrected billings shall not exceed the most recent six months before
the discovery of the malfunction or error or failure to bill.If the time when the malfunction or
error or failure to bill began can be reasonably determined,the corrected billings shall go back to
that time,but not to exceed the time provided by Section 61-642,Idaho Code,(three years).(7-1-93)
03.Refunds and Additional Payments.The utility shall prepare a corrected billing
indicating the refund due to the customer or the amount due the utility.A customer who has
been underbilled or who has not been billed shall be given the opportunityto make payment
arrangements under Rule 313 on the amount due.At the customer's option,the term of the
payment arrangement may extend for the length of time that the underbilling accrued or the
customer was not billed.The utility shall promptly refund amounts overpaid by the customer
unless the customer consents to a credit against future bills,except overbillings not exceeding
$15 may be credited to future bills.[Adopted as Rule 8.2 and 8.3,O.N.17744;amended and
recodified,G.O.177.](7-1-93)
Statutory Reference:I.C..61-642.
Cross-Reference:Rules 005,203,313.
DECISION MEMORANDUM 4 MAY 2,2002
4/15/2002
TO:Jean Jewell-Idaho Public Utilities Commission TIL¡
FROM:Ralph Stuart
70 Fulton Rd
Salmon,ID 83467
SUBJECT:Formal Complaint against Idaho Power billing practices
This is not justa complaint about billing practices,but also regarding actions of Idaho
Power employees in handling an instance in which my electrical meter failed.
I have included supporting documents regarding complaint.The crux of the complaint is
that I feel that I am being billed unfairlyfor power usage that cannot be verified by Idaho
Power,as a result of their inefficiency in conducting business.I contend that they have
abused my consumer rights,and have been arbitrary and capricious in rebilling for
unverified usage.
Regardingtheir service,I ask you to consider the following:
1.When I first inquired of an Idaho Power customer service rep about an
unexplainedbilled amount on a February bill,she told me the meter had quit,but
could offer no further explanation on the rebilled amount.I asked the rep why I
had not been informed,and her response was,"You know now".I was also
informed that the meter had been replaced,which I discovered later on 3/28 had
not been done.
2.Mr.Brent Lulloff of Idaho Power interviewed my wife,pursuant to a complaint
filed by me.Mr.Lulloff had no right to conduct an interview of my wife,since
she is not even on the account.This is a violation of account confidentiality.Mr.
Lulloff made no attempt to contact me personally regarding the malfunctioning of
the meter.
3.The meter was not replaced until 4/30/2002,and no notice was given at the time
4.At no time has Idaho Power informed me of my rights as a consumer under the
provisions of rule 204;specifically,my right to have rebilled amounts repaid over
an extended period.
I feel that responses from your department have been severely inadequate in confronting
the issues.Mr.Cooper made a reference to the rights ofIdaho Power to re-bill according
to rule 204,but did not fully explain the procedure.I informed Mr.Cooper that I felt the
rule is ambiguous and open to liberal interpretation.He did not respond to offer further
explanation.
I made a proposal to be billed for 2,000 kwh for the months of January,February and
March.Given the lack of responsiveness in settling this matter,I am now requesting that
I be billed only for the power that was reflected by meter readings for those months.
141100.IVIG11
DownloadAttachments
Flaq This Message Printable View -Full Headers
Date:Fri,5 Apr 2002 05:32:25 -0800 (PST)
From:"RALPH STUART"<[e-mail]>|Block Address !Add to Address Book
Subject:Re:FW:Comments
To:"Lulloff,Brent"<[e-mail]>
I appreciate your prompt attention to the matter.I also appreciate your proposal to bill March at
2000 kwh and "pro-rate"April.However,this still falls short of my expectations.
I appreciate your honesty regarding the circumstances surrounding the malfunctioning of the meter,
but I do not believethat I should have to bear the burden of obvious errors in judgement on the part of
Idaho Power employees.Therefore,I propose reducing January and February 2002 bills to 2,000 kwh
as a fair solution,as well as the proposals that you made for March and April.
Please advise.
.../ShowLetter?box Idaho%20Power&MsgId=8858 970476_298 653_4614 0 2802&NEXT-4/15/2002
Date:Mon,8 Apr 2002 13:54:48 -0700 (PDT)
From:"RALPH STUART"<[e-mail]>Block Address |Add to Address Book
Subject:Re:Complaint acknowledgement
To:[e-mail]
Subsequent to the filing of this complaint,my wife was contacted and interviewed by Brent Lulloff of
Idaho Power regarding my e-mail to them.This is most unusual in that my wife did not file the
complaint,and is not even listed on the account.This is a violationof account confidentiality,and I
know that if she were to request information on the account from them,theywould not supply it.
I responded to an e-mail from Mr.Lulloff on 4/5.I made a fair offer for settlement,but I have not yet
received a response.I am not going to wait while they continue to rebill charges in question.
I have resolved that I should not be charged for service that they cannot prove,particularly in light of
their grossly inefficient business practices.It was not until 4/6/02 that they fmallyreplaced the meter.
Therefore,I have notified them of my intent as per the attached e-mail dated 4/8/02
[e-mail]:
Thank you for your submission.
This message has been generated by a computer.Thank you for your recent e-mail complaint
or inquiry.Your question or complaint will be forwarded to a member of the Commission
Consumer Assistance staff for review and appropriate action.
If you have not received a personalized response to your message within 10 business days,
please call 334-0369,if you are in the Boise/Treasure Valley calling area or 1-800-432-0369if
you are in Idaho but not in the Boise/Treasure Valleycalling area.If you are calling from
outside Idaho,dial 1-208-334-0369.
Your submission of 4/3/2002 at 12:46:52 PM follows:
Name -Ralph Stuart
Address -70 Fulton Rd
City -Salmon
State -ID
Zip -
Home Telephone-208-756-6791
Work/Contact Telephone -208-660-2830
E-mail Addresss [e-mail]
Home/Business/Both -Home
Business Name -
Business Address -
Business Phone -
.../ShowLetter?box-Idaho%20Power&MsgId=1814 1034633_868 1223 6588 0_2798&NEN/15/2002
KROU.Man
Utility Company -Idaho Power
Contacted Utility -
Complaint Description -Please see the text below of a message sent to Idaho Power regarding
recent electricity billings:
"You have no electronic means for filing bill complaints.Your site is terriblynon-functional.It
is impossible to log billing complaints by phone due to lack of understanding and lack of
responsiveness by your customer service representatives.
I
I am being billed arbitrarilyfor electricity due to the fact that the meter is not functioning
properly.I was told by a customer service rep on 3/10,that it had been replaced.Yhat is not
true,because I observed on 3/30 that it is still not workingproperly
I am requesting that I be billed for only the amount of KWH as shown by the meter.It is not
my problem that you cannot service your equipment.
I paid $456.95 on what should have been a bill for $13.49 on the last bill.I have not paid the
arbitrary charge of $415.63 for the previous month in which youj adjusted usage to 6500
KWH
How can you make such brash assumptions?You show know public conscious.
I am attaching a copy of this text to a complaint to the PUC."
I resent the fact that I was told that the meter had been replaced when it had not.When I
returned home on 3/28 after an extended absence,the meter was not working,and still had
dust on it from many months.The Idaho Power representative told me over the phone on
3/10/02 that the meter had been replaced,and when I asked whyhad I not been informed,she
replied,"Well,you know now".When I questioned the bill,she did not make any effort to
understand my questions about the arbitrary charges.
They should not be able to arbitrarily charge for electrical usage if the meter has not been
replaced throughtheir own fault.
Copies of bills are being faxed
/ShowLetter?box-Idaho%20Power&MsgId=1814 1034633_868 1223 6588 0_2798&NE 4/15/2002
Date:Wed,10 Apr 2002 09:12:08 -0700
From:[e-mail] j Block Address Add to Address Book
Subject:Complaintacknowledgement
Reply-to:[e-mail]
To:[e-mail]
Thank you for your submission.
This message has been generated by a computer.Thank you for your
recent e-mail complaint or inquiry.Your question or complaint will be
forwarded to a member of the Commission Consumer Assistance staff for
review and appropriate action.
If you have not received a personalized response to your message within
10 business days,please call 334-0369,if you are in the
Boise/Treasure Valley calling area or 1-800-432-0369 if you are in Idaho but not in
the Boise/Treasure Valley calling area.If you are calling from outside
Idaho,dial 1-208-334-0369.
Your submission of 4/10/2002 at 9:12:08 AM follows:
Name -Ralph Stuart
Address -70 Fulton Rd
City -Salmon
State -ID
Zip -
Home Telephone -208-756-6791
Work/Contact Telephone -208-660-2830
E-mail Addresss [e-mail]
Home/Business/Both -Home
Business Name -
Business Address -
Business Phone -
Utility Company -
Contacted Utility -
Complaint Description -This is followup on a previous complaint.
Correspondence is as follows:
Date:Mon,8 Apr 2002 13:54:48 -0700 (PDT)
From:"RALPH STUART"<[e-mail]>l Block Address i Add to
Address Book
Subject:Re:Complaint acknowledgement
To:[e-mail]
Subsequent to the filing of this complaint,my wife was contacted and
interviewed by Brent Lulloff of Idaho Power regarding my e-mail to them.
This is most unusual in that my wife did not file the complaint,and is
not even listed on the account.This is a violation of account
confidentiality,and I know that if she were to request information on the
account from them,they would not supply it.
I responded to an e-mail from Mr.Lulloff on 4/5.I made a fair offer
for settlement,but I have not yet received a response.I am not going
to wait while they continue to rebill charges in question.
.../ShowLetter?box-Idaho%20Power&MsgId=5859 1049026_1440_1063_645_0 2796&NEM/15/2002
I NHUU I lV1ï1U
I have resolved that I should not be charged for service that they
cannot prove,particularly in light of their grossly inefficient business
practices.It was not until 4/6/02 that they finally replaced the
meter.Therefore,I have notified them of my intent as per the attached
e-mail dated 4/8/02
[e-mail] wrote:
Thank you for your submission.
This message has been generated by a computer.Thank you for your
recent e-mail complaint or inquiry.Your question or complaint will be
forwarded to a member of the Commission Consumer Assistance staff for review
and appropriate action.
If you have not received a personalized response to your message within
10 business days,please call 334-0369,if you are in the
Boise/Treasure Valley calling area or 1-800-432-0369 if you are in Idaho but not in
the Boise/Treasure Valley calling area.If you are calling from outside
Idaho,dial 1-208-334-0369.
Your submission of 4/3/2002 at 12:46:52 PM follows:
Name -Ralph Stuart
Address -70 Fulton Rd
City -Salmon
State -ID
Zip -
Home Telephone -208-756-6791
Work/Contact Telephone -208-660-2830
E-mail Addresss [e-mail]
Home/Business/Both -Home
Business Name -
Business Address -
Business Phone -
Utility Company -Idaho Power
Contacted Utility -
Complaint Description -Please see the text below of a message sent to
Idaho Power regarding recent electricity billings:
"You have no electronic means for filing bill complaints.Your site is
terribly non-functional.It is impossible to log billing complaints by
phone due to lack of understanding and lack of responsiveness by your
customer service representatives.
I am being billed arbitrarily for electricity due to the fact that the
meter is not functioning properly.I was told by a customer service rep
on 3/10,that it had been replaced.Yhat is not true,because I
observed on 3/30 that it is still not working properly
I am requesting that I be billed for only the amount of KWH as shown by
the meter.It is not my problem that you cannot service your equipment.
I paid $456.95 on what should have been a bill for $13.49 on the last
bill.I have not paid the arbitrary charge of $415.63 for the previous
month in which youj adjusted usage to 6500 KWH
How can you make such brash assumptions?You show know public
conscious.
I am attaching a copy of this text to a complaint to the PUC."
.../ShowLetter?box=Idaho%20Power&MsgId=5859_1049026 1440 1063_645 0 2796&NE 4/15/2002
Innou:rvian
I resent the fact that I was told that the meter had been replaced when
it had not.When I returned home on 3/28 after an extended absence,the
meter was not working,and still had dust on it from many months.The
Idaho Power representative told me over the phone on 3/10/02 that the
meter had been replaced,and when I asked why had I not been informed,
she replied,"Well,you know now".When I questioned the bill,she did
not make any effort to understand my questions about the arbitrary
charges.
They should not be able to arbitrarily charge for electrical usage if
the meter has not been replaced through their own fault.
Copies of bills are being faxed
.../ShowLetter?box-Idaho%20Power&MsgId=5859_1049026 1440_1063_645 0_2796&NE 4/15/2002
nuloo:ivmu
Date:Thu,11 Apr 2002 06:10:16 -0700 (PDT)
From:"RALPH STUART"<[e-mail]>|Block Address |Add to Address Book
Subject:Re:Idaho Power Complaint
To:[e-mail]
I have read rule 204,and it appears that its ambiguity lends to liberal interpretation of how corrections
are made.This is the portionI read:
"02.Corrections.If the time when the malfunctionor error began or the time when the utilitybegan to fail to bill for
service cannot be reasonably determined to have occurred within a specific billingperiod,the corrected billings shall not
exceed the most recent six (6)months before the discovery of the malfunctionor error or failureto bill.If the time when
the malfunctionor error or failure to bill began can be reasonably determined,the corrected billings shall go back to that
time,but not to exceed the time providedby Section 61-642,IdahoCode,(three (3)years).(7-1-93)"
I do not see how this lends to the interpretationthat was used to make the corrected billings.I think that you missed
some of the points that I made regardingtheir quality of service,misinformationby Idaho Power and improper behavior
in conducting their investigation.
Based upon that,I would like to file a formal complaint.Please send necessary informationand materials to my e-mail
address,or to my work address in care of:Litehouse Foods,125 S.2nd Ave,Sandpoint,ID 83864
During the interim,I shall ensure that all billed amounts are paid,with the expectation if additionalcorrections are
warrantedin my favor,refunds be made in a timely manner in accordance with the rule.
Thank you
CJ Cooper <[e-mail] us>wrote:
Mr.Stuart:
I am the investigator that received your e-mail complaint regarding the rebilling of Idaho
Power usage.Commission rules allow utility companies to estimate and rebill for usage when
a meter malfunctions of stops.(Rule 204)The companies are to treat customers in a consistent
manner when recalculatingthe corrected bills.
From the information I received from Idaho Power,the proposal is to rebill usage for 2002 as
follows:
January usage at 6500 kwh
February at 6000 kwh
March at 2000 kwh
for at total of those 3 months of 14,500 kwh
Historical usage for the same months in 2001 total 17,875 kwh (Jan.5405,Feb.7193,Mar.
5277).
The corrected bill is computed using 18%less kwh than you used a year ago,and I find that
Idaho Power is being more than fair in the rebilling for the 2002 usage.Asking that the
January and February bills be recalcualted at 2000 kwh each month is not reasonable or
.../ShowLetter?box-Idaho%20Power&MsgId=2848_1060101_2007 638 5148 0 2799&NEN/15/2002
Y aflOO!Man
consistent with how other customers have been treated.Typicallyadjustments given range
from 5 to 10 percent.
If you have additional questions,please feel free to contact me.
Sincerely,
C.J.
.../ShowLetter?box=Idaho%20Power&MsgId=2848 1060101 2007 638 5148 0 2799&NE 4/15/2002
I ¿H1OU.IVisu
Subject:IdahoPower Complaint
Date:Fri,12 Apr 2002 12:50:17 -0600
From:"CJ Cooper"<[e-mail]>Block Address |Add to Address Book
To:[e-mail]
April 12,2002
Mr.Stuart:
I had not received your e-mail dated April 8th at the time I responded
to you on April 10th,so I apologize if I did not address all your
questions.
The Formal Complaint procedures can be found on our web page under Laws
&Rules,IPUC Rules,Rules of Procedure 054.The information should be
mailed to Jean Jewell,Commission Secretary,P.O.Box 83720,Boise,ID
83720-0074.
Sincerely,
C.J.
.../ShowLetter?box-Idaho%20Power&MsgId=9181 1067360 2539 1027_679_0 2794&NEM/15/2002
Ianootivran
Subject:IdahoPower Complaint
Date:Fri,12 Apr 2002 14:48:29 -0600
From:"CJ Cooper"<[e-mail]>\Block Address |Add to Address Book
To:[e-mail]
April 12,2002
Mr.Stuart:
I wanted to clarify a couple of things.First of all,the formal
complaints need to be in writing,however,you do not have to send it
through the Post Office.If you wish,you may send the letter and supporting
documents via e-mail to Jean Jewell's attention.
I have asked Idaho Power to hold collection activity on the estimated
bills allowing you until April 22,2002 to file a formal complaint.You
still have the right to file a formal complaint after that date,
however,a stay on payment cannot be indefinite.
If you have additional questions,please feel free to call
1-800-432-0369 or send me an e-mail.
Sincerely,
C.J.
.../ShowLetter?box-Idaho%20Power&MsgId=l I36 1069068 2785_1272_3700_0 2793&NE4/15/2002
Ydboo!Adan
From:"Lulloff,Brent"<[e-mail]>|Block Address (Add to Address Book
To:'"RALPH STUART"'<[e-mail]>
CC:"'[e-mail]"'<[e-mail]>
Subject:RE:FW:Comments
Date:Fri,12 Apr 2002 15:23:43 -0600
Dear Ralph,
I received on Thursday a confirmation email (attached below)from the
PUCstating their agreement to our offer of rebilling you at 2000 KWH for
March.
Our billing staff corrected your March billing today and will be
sending it
to you for 2000 KWH.
Your old meter has been removed and was sent to our test facility in
Boise.
I received the test results today which verified that your meter had an
"open potential coil"which was causing the meter to not register
correctly.
I understand you may continue working with the PUC on this issue.
Sincerely,
Brent Lulloff
Delivery Services Leader
Mr.Stuart:
I am the investigator that received your e-mail complaint regarding the
rebilling of Idaho Power usage.Commission rules allow utility
companies to
estimate and rebill for usage when a meter malfunctions of stops.(Rule
204)
The companies are to treat customers in a consistent manner when
recalculating the corrected bills.
From the information I received from Idaho Power,the proposal is to
rebill
usage for 2002 as follows:
January usage at 6500 kwh
February at 6000 kwh
March at 2000 kwh
for at total of those 3 months of 14,500 kwh
Historical usage for the same months in 2001 total 17,875 kwh (Jan.
5405,
Feb.7193,Mar.5277).
The corrected bill is computed using 18%less kwh than you used a year
ago,
and I find that Idaho Power is being more than fair in the rebilling
for the
2002 usage.Asking that the January and February bills be recalcualted
at
2000 kwh each month is not reasonable or consistent with how other
customers
have been treated.Typically adjustments given range from 5 to 10
percent.
.../ShowLetter?MsgId=1136 1069068 2785_1272_3700_0 2793&YY=5904&inc=25&order--4/15/2002
1(ahoo!háaß rage vi
If you have additional questions,please feel free to contact me.
Sincerely,
C.J.
Closed 4/10/02.
TOM:FYI:This is the e-mail I sent to Mr.Stuart.
E-mailed at 2:39 pm.
-----Original Message-----
From:RALPH STUART [mailto:[e-mail]]
Sent:Monday,April 08,2002 2:48 PM
To:Lulloff,Brent
Subject:Re:FW:Comments
I have not heard from you since I e-mailed you an offer for you
consideration on 4/6/02.Upon further review,I have determined that I
should be responsible for paying for actual kwh shown by the meter.
Charges
based on meter readings for February and March 2002 are $13.49 and 8.63
respectively.I have paid $456.95 since January.This would give a
credit
of $434.83.
Please respond.Copies of this correspondenc are being forwarded to
the PUC
"Lulloff,Brent"<[e-mail]>wrote:
Ralph,
I have researched your account both from your meter history KWH usage,
as
well as your recent interactions with Idaho Power.Here are my
findings.
The meter reader reported on Feb 25 that your meter was malfunctioning
andrequested an investigation.It is most likely that your meter has a
brokenpotential coil that is causing it to not register correctly.A service
order was initiated on March 1 to investigate,the Serviceman who was
dispatch stated that the meter disk was still advancing and did not
change
the meter.This order was not completed on the system until after you
had
called on March 11,therefore the representative you talked to could
only
see that a request was made for a malfunctioning meter and assumed it
wasbeing changed.Based on the meter reader investigation,our billing
representatives reviewed your account history and compared your Jan and
Feb
usage for both 2001 and 2002.They averaged the two months of Jan and
Feb
or 2001 (5405 +7193 =12598 kwh)and adjusted your Jan and Feb 2002
bills
(6500 +6000 =12500 kwh)to compensate for your malfunctioning meter.
We
did take into consideration the months of Nov and Dec by comparing your
usage from 2000 to 2001 (both early heating season)and noticed your
usagepatterns were similar between the two years.
I have spoken to your wife and she indicates that your family lifestyle
.../ShowLetter?MsgId=1136_1069068_2785_1272_3700 0_2793&YY=5904&inc=25&order 4/15/2002
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haschanged from the previous year.She has stated you are residing in
Sandpoint
and that she and your daughter were away from the home during the early
part
of 2002.She also confirmed your home is electric heat and during the
times
the home was empty that the thermostat was set at aprox 50 degrees.
Errors:1)your meter should have been changed with the service order
created on March 1.I have notified the representatives in our Salmon
operations center to change your meter and inform the dispatched
serviceman
to research this event.2)you were informed on March 11 that your
meter
was changed,this was incorrect based on the limited information the
representative had because the service order had not been completed at
the
time of the call to inform them that the meter was not changed.
Actions:1)we have spoken to the Salmon operation center and asked
specifically to change your meter and send it to our test facility in
Boise
for accuracy testing.2)Because your usage was estimated in Jan and
Feb
based on 2001 history,I am proposing that for the month of Mar we
estimate
your usage at 2000 kwh,a much lower amount than it consumed in 2001
(5277
kwh).In addition,I am proposing to leave April billing amount as
registered between the old and new meter,this will benefit you based
on the
old meter as of this date has not been replaced and we are 25%through
theApril meter reading period (next reading date is 4/25/02).This is
intended to provide you the benefit of any potential over-estimates in
the
months of Jan and Feb by lowing your Mar and April billings.
I appreciate your time and apologize for any inconvenience this may
have
caused.I would appreciate a confirmation and response on the above
proposal.You may contact me by phone [phone],ext 2228),or by
email([e-mail]).
Thank you,
Brent Lulloff
Delivery Services Leader
I've attached a summary below of your KWH usage for the last 18 months.
Read DateKWH UsageEstimated KWH
3/27/2002104
2/25/200218560001/24/200213176500
12/24/20015785
11/23/2001422310/23/200125529/20/20011425
8/21/20011448
7/19/200111326/18/200117515/17/20011892
4/17/20013729
3/16/200152772/14/20017193
1/12/20015405
./ShowLetter?MsgId=1136_1069068_2785_1272 3700 0 2793&YY=5904&inc=25&order4/15/2002
Yahoolhdan ragewoi
12/13/2000626811/13/20004057
10/13/200023039/14/2000836
-----Original Message-----
From:[e-mail] [mailto:[e-mail]]
Sent:Wednesday,April 03,2002 12:26 PM
To:[e-mail]
Subject:Comments
****This Email Generated By The Contact Us Form On The Idaho Power Web
Site
****
Sender Header Information:**********************************************
Name:Ralph Stuart
Email:[e-mail]
Company:acct #9955838281
Location:**********************************************
Comments:********************************************************************
You have no electronic means for filing bill complaints.Your site is
terribly non-functional.It is impossible to log billing complaints by
phone due to lack of understanding and lack of responsiveness by your
customer service representatives.
I am being billed arbitrarily for electricity due to the fact that the
meter
is not functioning properly.I was told by a customer service rep on
3/10,
that it had been replaced.Yhat is not true,because I observed on
3/30
that it is still not working properly
I am requesting that I be billed for only the amount of KWH as shown by
the
meter.It is not my problem that you cannot service your equipment.
I paid $456.95 on what should have been a bill for $13.49 on the last
bill.
I have not paid the arbitrary charge of $415.63 for the previous month
in
which youj adjusted usage to 6500 KWH
How can you make such brash assumptions?You show know public
conscious.
I am attaching a copy of this text to a complaint to the PUC
Please Respond
/ShowLetter?MsgId=ll36_1069068 2785 1272_3700_0 2793&YY=5904&inc=25&order4/15/2002