I encountered the worst customer service representative, ever, in my life. This individual works in Dayton Power and Light. Here is the story: From Canada I moved to Ohio, and had to transfer the electricity account from the apt rental company to my name. Following the rules of Dayton Power and Light, I faxed a notarized copy of my photo ID and made the $100 deposit. Then I was told that the photo ID which I had faxed them was pitch black. That representative over the phone politely requested that I sent them another copy because the company wants to have a record of how their clients look. So I had another copy notarized and faxed to them. It was coincidence that the same person answered my call to follow up with the second copy, and he verified that the second copy was acceptable. Six weeks later, the apt rental office left me a letter saying that I failed to transfer the electricity account to my name. Not only did I had to pay the electricity bill, I also had to pay a penalty of $25. I did what a sensible person would do: Call the customer service of Dayton Power & Light and figure out what was wrong. The representative said they had no record of me sending the second copy of my ID. She went to check the file again, and said yes, they got the second copy, but it didn’t matter, because I did not call them back to verify. As long as I did not call them back, the procedure was incomplete. That was why the account was not transferred to my name. I told her I did call back. She asked me the exact date and time that I phoned, and the name of the person to whom I talked. I said I did not keep such record, but I did call back. She said there was no such record. I explained that I talked to the same representative twice–that’s how I knew for sure that I called back to verify. Even if I had never called them back to verify, why would they have received the second copy of ID, not to mention the $100 deposit? Doesn’t that mean I really want to pay for my electricity?? I do not keep a record of when and to whom I talk when I call the customer service, because I trust that things will be done properly!! She then insisted that I first contact the cable phone company and get a call history record to prove that I did call Dayton Power & Light again to verify the quality of the photocopy. Without the proof, she did not believe me. I asked if I could talk to her supervisor, she said “unless you give us the date, time, and the name of the person you spoke with, nobody can help you.” Her attitude was rude and stinky, and she was fully convinced that I was the one to blame for the whole situation (“that’s because you didn’t call us back”). Not for a second did she think that someone in the process might have dropped the ball. I was offended by her attitude that the whole organization is infallible and that we individual customers are faulty. When I asked her the name of the previous person with whom I talked, she refused to give me any information because I would then “call them back and pretend that I knew these all along”. I could not believe she was already calling me a liar. She also advised me to keep a record of the conversation: “Today is Feb. 7, 2012. We’ve talked for about 15 mins. My name is Mariel. I can spell it for you: M-A-R-I-E-L.” I am still waiting for Time Warner Cable to send me a copy of the outbound call log, so that I could have some kind of evidence showing that I did call Dayton Power and Light to follow through. I am more than happy to pay for my own electricity bill, if they would let me. At the second thought, I really don’t want to be their customer, because of this stinky experience.
This complaint and/or review was posted on HolySmoke.org on 08:53 am, December 04, 2019 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/the-dayton-power-and-light-company-dpl/.
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