Complaint Review: First Choice Power - San Antonio Texas

It all started back in the middle of December 2007 when we received a bill for $950.00 stating we had been undercharged for the year. Merry Christmas!! When I inquired about the huge amount I was scolded by the girl in customer service who stated that I should have known the monthly amounts we had been paying were not enough. Merry Christmas!! I did look back and the amounts did not appear to be too far off from the year before and aside from that First Choice had the kilowat usage numbers. They then explained they would be glad to split the amount of $950.00 up into 4 months. Merry Christmas. It took almost everything we had for the next 4 months to pay the back undercharges they said we were due them plus our current bill so we were paying almost everything to them for 4 months. However, in March we made a double payment knowing we would not be able to make a payment in April. Toward the end of April our lights were turned off. When I called and asked why I was told that we had missed the payment for April even though we double paid in March that meant nothing. When I complained and stated that the charges were horrendous to start with the girl in customer service reworked the entire billing statements and kilowatt and GUESS WHAT -- We only owed First Choice a balance of $17.00. They turned our lights off for $17.00 of which she gracefully added that we could include in the next billing statement.

Then the hurricane came the first part of September. I called First Choice during the hurricane from my cellphone and told them we would be late in paying our bill. They "gracefully" extended the due date and we had no lights for 9 days. We paid the bill before the extended date that we were given. Then the bill came for October. It included 3 days of which we had no electricity in September. This was the highest light bill we have had all year. I called to ask for an extension and First Choice said "No" because the amount for September was met. When I looked back I discovered that my husband had inadvertently picked up the current bill in September and paid it instead of the past bill. Easy mistake after what we had been through. However, up until then we never knew we had made a mistake. After all we had been dealing with a hurricane, damages, FEMA, insurance agencies, etc. That did not matter to First Choice. They said everything as close to calling me a no good dirty liar as possible. Then they eeven went so far as to accuse us of not making the payment of $17.00 in April. That was when I went off off her. This was all because we paid them an incorrect amount!! This was all due (by their explanation) to my husband paying the wrong amount for September. EXCUSE ME but we had just been through a hurricane!!! I was surprised the bill had even gotten paid at all. Most other companies around here let their customers defer the September bill for 12 months until they could get up on their feet after the hurricane. Not First Choice!!! I asked if we were never allowed to make a mistake? They stated that no matter what the excuse our bill was due by midnight or else the lights will be turned off. After adding the amounts I discovered so far this year we have paid First Choice more money than we have paid per year in the 25 years we have had the same power company. They have had 2-3 different names but it is basically the same company. We have never changed companies but remained dedicated and loyal to them and remained good customers. Not any longer!! If I, in good faith, tried to call and work out payment arrangements with them and they say absolutely, positively "No" then it is time to leave. We will no longer pay money to a company that is so greedy and uncaring of their customers as First Choice Power. This is a case of pure and blatant corporate greed!!! There is no other name for it except that. I hope First Choice Power remembers that you get back what you give out!!!

We changed power companies today.

SJ

Angleton, Texas

U.S.A.