Commission sets March 31 as deadline
MEGAN LEE Star-Tribune staff writer | Posted: Saturday, March 1, 2008 12:00 am
Representatives from SourceGas said during Friday's Wyoming Public Service Commission hearing that all billing problems will be solved by March 31.
Helen Wells, customer service manager for SourceGas, testified that she is "confident" that the company has solved most of its problems and that four weeks is adequate time for the company to address each of the remaining 1,250 affected customers.
"We have a team of 10 individuals working on this," Wells said. "I am absolutely confident that we'll absolutely meet that schedule."
Approximately 12,200 Wyoming customers have been affected since September, when the gas company changed its billing system and began experiencing problems.
"I am confident that it is (behind the company)," Wells said. "I'm absolutely positive that things will start getting better after the March 31 deadline."
Wells also discussed the many customer service complaints received by both SourceGas and the commission, noting that the customer call centers' staff - run by Accenture, an outside company contracted to answer SourceGas calls - has been trained and updated on how to deal with customers affected by billing issues.
"We've made some changes," Wells assured the commission, noting that the company will initiate payment arrangements.
Filomena Gogel, a representative from Accenture, said that training for her employees - a seven-week process - is extensive and adequate, and agreed that despite the heavy call volume, her staff is now prepared to deal with SourceGas customers.
SourceGas Chief Financial Officer Bentley Breland, who began testifying during the Feb. 13 hearing in Casper, said that in an effort to make payment options more appealing to customers, plans are being extended through October 2008, rather than the initial month-for-month plan.
"We heard loud and clear from our customers in Casper a couple of weeks ago, and from the commission, that we needed to be flexible with respect to our customers in providing payment arrangements," he said. "We have stepped up our efforts on that front to be more proactive."
Contact reporter Megan Lee at (307) 266-0589 or megan.lee@trib.com
News Tracker
Last we knew: The Wyoming Public Service Commission began a public hearing in Casper to address SourceGas billing problems.
The latest: The Commission heard testimony from SourceGas representatives at the continued hearing on Friday in Cheyenne.
What's next: Two additional meetings are set for March 14 and March 28. SourceGas representatives will report on their progress to the Commission.
Not satisfied with your payment plan?
According to SourceGas, customer service representatives will further work with customers to make payment arrangements that work not just for the company, but for the individual.
If you're unsatisfied with your SourceGas payment plan, call the customer service line at 1-800-563-0012.
Commission requirements
The WPSC announced several requirements for SourceGas at Friday's public hearing, including:
* A sample payment plan letter and monthly updates for customers affected by billing problems.
* Customer service script changes, changing the question "Does this plan work for you?" to a less abrasive phrase.
* Weekly SourceGas updates to the Commission, including a report on costs to the gas company as a result of billing errors.
* A sample of customer service call recordings from dates of highest call volume in months from September through February.
* A third-party, or independent, audit of a statistically valid sampling of SourceGas bills.