Complaint Against MERALCO's Inaccurate Billing 2014

A whooping 9K+ MERALCO bill for the month of April left us dumbfounded. We were bewildered thinking why, when and how on earth did we use up such an enormous amount of electricity! 

Did we host a barangay party? lols

On an average, our monthly electric consumption reaches a minimum of 120 to 160kWh maximum. That's around 1200+ to 1800+ pesos  maximum (depends of  course on their computation of actual price per kWh). I'm no expert with MERALCO computations and  terminologies but I do know that the charged amount is outright insane.

Just a bit of history regarding this matter. MERALCO made enhancements on billing statements around February, a pamphlet was enclosed to explain the changes.

That's when all the ruckus started.

Click READ MORE and the saga continues...

Amounts with unknown origin suddenly popped out on the bill: like the amount deferred, pending resolution of SC TRO (this made a mass confusion according to national news, some still awaits their refund) and previous balances that magically sprouted and belonged to the 'please pay by due date column.'

Those numbers kept on showing up and has accumulated. By April we just can't tolerate the discrepancies. Why wait for April when we already saw errors since Feb? Let's just say that March was like a  grace period, we were like "Oh, maybe they will see what's amiss, things will clear out come next billing." What a hopeful thinking!

So here's what we did. We paid ONLY the total current amount due (as always). Then I drafted a written complaint. I planned to send it electronically or via registered mail. Aside from being too far from the nearest MERALCO office in our area (see the irony?), I initially assumed that MERALCO as a giant company has a website for announcements, customer feedback, etc; manned by VERY COMPETENT CUSTOMER SERVICE so I checked it first. 

I found their site and they do have that kind of page:

But the form demands a landline number  before you can submit your concern (hope they'll accept mobile numbers soon). We don't have a landline number. What now? Maybe their Facebook page can help. I sent the letter as a private message and asked the admin to forward it to the right authority. I was seen-zoned, lol, no reply.

What else can I do? Last option, via snail mail. Disappointed but not disheartened, I visited the website again to jot down the address of the nearest office  and jackpot--there's an email address! I sent the letter twice.

There was no reply what so ever.

Month of May came. Here's the bill: 
 

I was so relieved. A nameless Someone has read the letter and acted upon it. Whomever you are, Sir/Madam, THANK YOU!

Here are some of my tips on constructing a  letter of complaint 

• Tone must be polite and professional.
• Content must be concise and straight to the point.
• Support your claim with evidences. Cite pertinent details like invoice numbers,  exact amounts, and dates. Document your receipts and billing statements.
• End it in goodwill. Express that you sincerely understand human errors and that you only wish  some clarifications. 

For more helpful tips, check this wikiHow article on  How to Write a Complaint Letter to a Company

If the issue's been resolved, don't forget to thank them. If not, just personally visit the nearest MERALCO Office and bring all supporting documents. Ask to speak to the appropriate person. Remember to keep your cool but be assertive. Also, demand for some assurance either verbal or written that they'll do the necessary action. If the matter of contention requires followups, ask beforehand if it's possible to do it by phone or electronic communications. Be persistent but respectful and adding some charm won't hurt.
  
I advice you to read this too: How to Complain and Get Results 

Do you have a similar story like this? Go ahead, share it. #

Here's MERALCO's website, they're also in Facebook.

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