Call Kurtis: Why Me?
A Loomis man is upset PG&E wants a $150 deposit from him, even though he says he's always paid his account on time. When they didn't seem to budge, it was time to call Kurtis.
We've been hearing from viewers upset PG&E is charging deposits for certain customers. This guy can't afford it and just doesn't understand why they want one from him.
"I'm not trying to be unreasonable. I'm just trying to say, hey, I need some fairness," says Robert Moggridge, Loomis resident.
Robert says when his mom died almost two years ago, PG&E told him he didn't need to change the account at their Loomis home to his name.
"The representative said that's not a problem, as long as you're paying the bills," says Robert.
And that's what he's done. But in September, he signed up for PG&E's Energy Partners Program where they come out to your house and let you know where you can save energy.
That's when PG&E told him, the account had to be in his name but they said he'd have to pay a $152 deposit to make the switch.
"In their minds, I'm creating a new account. My argument is that it's a continuing account. It's just a name change," says Robert.
Robert's lived in this house for 12 years and says he can't afford the deposit after breaking his foot and going on disability.
"It's $150 but $150 dollars is a lot to me right now," says Robert.
PG&E refused to waive the deposit. And he says they ignored his letter requesting one.
"Kind of made me feel like I was being victimized a little bit," says Robert.
We reached out to PG&E. They tell us they require these deposits for certain new customers. The decision is based on the scoring model called the TEC. It stands for the Telecommunications, Energy and Cable model, which is based on your history of paying utility bills.
But if you don't have a history, they may require a deposit.
In an email, PG&E tells us: "the deposit could be waived"... if a customer living in the house of a relative who died has been "paying the bills themselves."
-- Nicole Liebelt, PG&E Spokesperson
Within hours of our call, PG&E told Robert, he wouldn't have to pay that $152 deposit.
"Mission accomplished," says Robert.
If PG&E charges a deposit and you pay your bills on time for a year, they say they'll return the money plus interest.
PG&E Statement:
We have resolved Mr. Moggridge's situation and waived the deposit to help meet his needs.
A customer may be requested to provide a deposit to establish a reliable foundation for a new customer account. A customer is considered "new" when there is a break in service of 31 days or more and the decision to implement a deposit is NOT based on a consumer's FICO, as is often thought. Instead, it is based on a customer's TEC (Telecommunications, Energy and Cable) model that predicts the likelihood that a consumer will pay a similar utility type account.
It is ideal to ensure that the person responsible for the account, be the customer of record on the account, so that they have the ability to make changes and better manage the account.
In similar situations regarding a deceased relative, if a customer claims that they have been living at the premise for several years and paying the bills themselves, we would be able to conduct further research to determine whether the deposit could be waived based on the fact that they had been paying the bills in full and on time. In addition, we also offer several deposit payment options such as Automatic Payment Service in lieu of a deposit, residential bill guarantees and we do make pay plans on deposits.
We always encourage customers to place service in their own names as soon as there is a change in their situation.
For customers in a similar situation as Mr. Moggridge's where the account was not in his name, but he had be providing payment on the account, it is best to provide as much information related to the payment of the bills immediately (copies of checks, receipts of payment, etc), so that we can research the account and in this case, waive the deposit immediately.
As you may know, a deposit may be used to establish a reliable foundation for a new customer account and there are several factors considered when requesting a deposit from a customer. If a customer has had a break in service with PG&E of 31 days or more, they are considered a "new" customer. In order to establish a reliable foundation for the new account, we then refer to a 3rd party credit agency's reporting program model that is based on a customer's information and predicts the likelihood that a customer will pay a similar utility type account, such as telecommunications, energy and/or cable. Again, the decision to implement a deposit is NOT based on a customer's FICO, as is often thought.
Once the customer has made 12 consecutive monthly payments for the service that is used, the deposit will be returned, with interest to the customer.
In addition, we also offer several deposit payment options such as Automatic Payment Service in place of a deposit, residential bill guarantees and we do make pay plans on deposits.
With that said, we can and do take into consideration specific situations and changes in circumstances when considering a request for deposit. We encourage customers who may have special circumstances, to please share as much information as possible regarding payment on the account, responsibility of the service, etc immediately and up front. Then, we have the necessary information needed to accommodate the customer's specific situation.
-- Nicole Liebelt, PG&E Spokesperson
