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June 2013 Billing System Error
September 23, 2013

Dear Customers,

We recently upgraded our billing system, and as a result some accounts were under billed from June 3, 2013 through June 14, 2013. Customers who received a bill, during this time frame only, were undercharged for the line item, “Purchase Power Cost Recovery”. Here is how we are addressing the issue:

Beginning September 23, 2013, automated courtesy phone calls will be placed to affected customers with at least one active account owing more than $12. Additional courtesy letters including specific billing details and payment options will also be sent after September 24th.

Affected customers will also see an additional line item titled “June Adjusted Electric” in the “Detail of Adjustments” customer notice section of their bill, indicating the adjusted amount owed.

For customers owing less than $12, the amount owed will be applied as a one-time charge on their November 2013 bill. For customers owing more than $12, the amount owed will be applied to the customer’s bills in 6 monthly installments beginning on the November 2013 bill. Customers may also choose to pay the full amount at any time during the 6-month payment window. However, once selected, the option to pay the full amount cannot be reversed.

If you are a Budget Billing customer, the budget is recalculated each year in October. Any amounts owed will be distributed over the next 12 months in accordance with normal budget billing recalculations.

Any customers with inactive accounts will be billed a one-time charge on November 1, 2013. If the customer’s account becomes inactive, the amount amount owed will be applied to the final bill.

If you have any specific billing questions, we are here to help you. Please contact our customer service department at 806-775-2509.

Sincerely,

Lubbock Power & Light
Timeline
Sept. 23, 2013 June 2013 Billing Error - Customer Sample Phone Call and Letters
July. 19, 2013 June 2013 Billing Error Announcement
 
 
 
 
 
 

Where the Adjustment(s) will appear on the bill.
last update: 9/23/2013

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1301 Broadway, Lubbock, TX 79401 (806) 775-2509