CenterPoint vs. AT&T: The Battle for Customer Service Hell

• Centerpoint must be owned by Tony Soprano Yes, I know it was my fault in paying my bill late. I�m sorry. Centerpoint cut off my service because I either forgot or didn't see my online bill come in my email and I was $45.08 past due. My service was now disconnected and when I called to pay and have it restored, I was given an additional $302.00 of fees to pay before they would restore my gas service that provides heat and hot water to my home. I�m thankful that this December day is not frigidly cold as was the case a couple of days ago. At first I was very embarrassed because I have never had my gas (or any utility) cut-off, but to add an additional $302 of fees from the ONLY available provider to turn my service back on??? I was now shocked and outraged!! I've been with Centerpoint for 7 years in this home and have never had my service disconnected. I was made to feel like I should fall on my knees and beg for forgiveness or get my knee caps cut off for being late on the $45 that I owed. I had already paid $102.70 online before calling to make sure my service would be restored ($45.08 past due plus $57.62 which is current and due for next bill). I know it�s silly now but I thought that once I paid what I currently owed plus the next month�s bill that Centerpoint would restore my service by simply flicking a button on the computer to turn my service on but I was sadly mistaken. I was given a laundry list of fees to pay and was informed I should have known better because all the terms and conditions of fees were on some document that I should have in front of me. As the conversation with the agent continued, I started to think that Centerpoint makes its money not by providing a competitive product or service but rather by the additional fees it charges its customers. The amount of fees, however, had me thinking this was more like a pawn shop or bail bonds company rather than a basic utility service. Here's the breakdown of what I had to pay to get my gas service turned back on: Past due amount for actual product $45.08 Fees of $308 brown down as follows: � $60 reconnect fee � $195 new deposit due (calculated by my annual average bill of $97.53 so they have to DOUBLE that to come up with $195) � $47 if I want gas turned back on today to provide heat and hot water in December for my 2 babies (what was the $60 for again??) Centerpoint initially threw me a bone and said that since I never had my service disconnected before that they would bill the $195 deposit. However, since I was willing to pay the $47 to actually have someone turn on my service today, I was advised that I must now immediately pay the full $195 deposit and that the deposit billing option was no longer valid. I asked if there was a way to waive the deposit entirely since I was never disconnected before and I would be willing to set up my payments to automatic ACH billing. Denied! Oh, by the way, after going back in the online tool and cancelling my initial $102.70 payment and replacing it with a $347.08 payment, I was told that I also owe another $57 by tomorrow for service or they will disconnect me and charge these fees all over again. And, if I am not home when they decide to show up between 12-5pm being over 18 with a valid ID, they will charge me an additional fee to go back to my house. And this my friends, is a fine example of cronyism and of what can happen when there aren�t any competitors allowed in the market place. Merry Christmas to you and yours!

• My bills have gone up since deregulation. I hate it, but hey, money talks. The legislature is in the pockets of the money makers.

• I know how you feel, Jeff. I once had a guy I thought I was dating tell me "I'm like the cable guy... you never know when I'll call." ps. Overall, AT&T has been a winner for me if you know what I mean (wink, wink)

• POWER GIRL- While the deregulation might be a nightmare for electric companies, the financial benefits that I've gained as a consumer far outweigh the headaches that have been created for the corporations. My rate for electricity is locked in at 10.0cents per KWH, I don't think it would have been anywhere that low if I were only given a single option for my service provider- in fact, my rate was closer to 14 cents per KWH before deregulation. Furthermore, while the electric portion of the company might be in a shambles, the gas portion doesn't have an excuse for poor customer service, but dealing with them is difficult at best. About 6 months ago I called to get a new install done. What should have been an easy process that should have been done with a 10 minute phone call turned in to a multi-day ordeal that necessitated about 10 calls. After it was all over I told the CenterPoint reps that I spoke with that their service made AT&T look like Customer Services geniuses. Not to downgrade you personally, but CenterPoint Customer Service sucks and dealing with them is a pain in the arse.

• Thanks, POWER GIRL. Nothing like a greased wheel to fix what ails ya, eh, Wyatt?

• Other than the fact that he clearly mentioned it was a gas service issue, that seems surprisingly useful, Power Girl. Looks like the author is going to get his squeaky wheel greased WINKY FACE

• It is an option believe me...if you can prove it, it will be credit to account. YOu have to call beyond customer service, dont even give them the option to help you, just simply say I want to speak to a supervisor now, and there isnt one ask to speak to Melinda Sutherland she is the director of customer care.

• POWER GIRL: In the third paragraph I say it was gas. They never offered me the option of a credit and told me that was not an option period.

• I work for CenterPoint...but you never explained if your issue was for gas or electric. If its a gas disconnect issue then you were obviously talking to the wrong person, if you can prove you moved out of the house or if records show you called a month previously, a credit is ALWAYS issued. You need to speak with revenue billing. If it was an electric issue, that has NOTHING to do with CenterPoint, but it does with your provider. Ever since Texas went deregulated its been a nightmare. We cant do anything unless we recieve an order from your provider, and it doesnt matter how many times you call CenterPoint, its always the people that work for the provider that screws things up and sends wrong orders. What people dont realize is that the people of Texas voted to go deregulated so dont blame CenterPoint or Texas-New Mexico. I will say that our customer service sucks...the training is not as good as I recieved it when I started 10 years ago. Im glad I left that department after a year.

• Is there any utility-type company whose customer service *doesn't* fail (at least at some point)? Seriously.

• My son works in sales for AT&T, selling U-verse. You may get some comfort from knowing that the sorry installation problem drives him crazy too, as he gets paid on commission. Having said that, just wait until you have a technical issue with U-verse on the weekend. You will have new column material. (weekday technical service is quite good) Having said that, on the worst day AT&T runs rings around Comcast.

• CenterPoint really takes the cake! I work for a rental property company. I called them for a gas leak coming from the outside meter. They sent a contractor to replace the broken lines that were underground. It has been at least 3 weeks, three phone calls/appointments and countless hours of pay to have a person at the property which they require and the meter is still sitting on the ground!

• Both of these companies suck royally when it comes to customer service. They are great at sending bills and collecting your money, but when pressured to fix problems with their services as they come up, forget it. The adage that the customer is right is a myth. If there were legitimate ways around working with either company they would both be out of business, but due to the nature of their businesses and the size and scope of their companies, working with them is unavoidable and they know it, so they don't have any incentive to improve.

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