Have you ever opened a utility bill and been shocked by the number in front of you? Sometimes, an unusually cold winter or a failing piece of equipment means higher energy charges than we’re expecting, but occasionally that bill looks way out of line because it is.
The $10,000 electric bill that makes the local news is a rare occurrence and easy to spot, but even smaller errors can be costly if you don’t notice them or don’t take timely action to correct them. So, what should you do if your next electric or gas bill looks like there might be an extra digit in the mix?
- Gather your information. Before you make a call, make sure that you have a clear idea of what you think is wrong and why. Your pre-call homework may include checking your bill against the past few months’ bills and looking back to what your charges were during the same period last year. If the meter is accessible to you, compare the reading with what’s on the bill.
- Call the utility company. Start simply, by calling the company and talking through the error. Since this conversation may or may not resolve the issue, build a record while you’re discussing the issue. Be clear and remain calm—becoming angry or emotional will only blur the issue and make it more difficult to come to a resolution. Get the name of the person you speak with and take good notes during the call, including the date and time of your discussion, any information you receive and any representations the company makes about correcting the problem.
- Seek outside help. If you can’t reach an agreement with the utility company, additional help is available. Though the precise agencies and organizations vary from state to state, most areas have organizations whose sole purpose is to assist utility customers. And, many states have consumer protection divisions that can help, too.
If untangling your utility dispute takes time, don’t despair. In most cases, if there’s a legitimate dispute then a utility can’t disconnect your service for non-payment of the disputed portion of the bill. Don’t delay, though. Check your utility bills when they arrive, and if there appears to be a problem, take action right away.
