I was impacted by Covid and filled out their finan...

I was impacted by Covid and filled out their financial hardship form in the end of 2020. I went in their office in person with my family and was explained how the form works and filled it up and signed it. I was also able to pay my account that day but I wanted to have a safety net with the form in case of months where I am unable to pay.
Now is March 2021 and I just called them to double check if the form is still valid since it was last year and I wasn t told if it expires. The customer service lady on the phone said there is no form on file for me, and I never filled it out. There was some notes about me going there in person BUT not filling out the form, which is absolutely an unpleasant surprise. I mean this is a financial hardship paperwork , it s probably not a good idea to make mistakes with it like that.

Just heads up for those of you that might have been impacted by Covid and have filled out the paperwork but have not really needed to go behind with your bills. If that s your case- do call them to make sure they have it on file. I never checked until now because the man who was working that day and helped me fill it out told me that I will continue getting the same type of letters and even phone calls in regards to my electric bill since their system is automatic and sends messages etc out without indicating that paperwork has been filled out.

Anyways I am a bit upset at this point but at least thankfully I have not had to go behind on my electric bill more than 1 month at a time

This is why I give them 3 stars, because they are still nice enough to explain on the phone but it s absolutely insane they didn t put the paperwork in their system. How about if I was a person who actually is counting on this paperwork and had no means to go back to their office if I am in a financial hardship and had no car or money for a bus ticket- would they leave me without power in the middle of winter just because they can t keep up with their paperwork ? Who knows ???

Thanks for reading