Internal CPS Energy documents obtained by the KSAT 12 Defenders show that customer anger and confusion over winter storm bill credits persisted months after the credits were issued last year.
show that customer anger and confusion over winter storm bill credits persisted months after the credits were issued last year.who experienced prolonged power outages during last February’s winter storm. The credits in most cases amounted to $8.75, but increased incrementally between an additional $50 and $100 for customers who were without power for two days or longer.
As of Jan. 24, 65% of customers who disputed their credit were given more money toward their bill than had originally been applied, utility records confirm. “When we issued the bill credits it really was an effort to acknowledge that it was such a poor experience during the winter storm,” said Hardwick.CPS Energy officials earlier this year released more than 1,600 pages of records showing how the one-time bill credit program was created and then carried out.
Even though meter data showed the customer had only been without power for slightly under 48 hours, a utility executive suggested moving her up to the $50 credit range to “diffuse the situation,” emails show. “The credit doesn’t at all make up for my lost wages from those days. If they’re going to try to make this effort to improve their image in this feeble way, they should follow through with this promise that they’re making,” said Janis.The records also indicate that CPS Energy officials at times had to be prodded into discussing the bill credits publicly.
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