LP&L addresses complaints from customers assigned to default providers by mistake - KCBD

LP&L addresses complaints from customers assigned to default providers by mistake

LUBBOCK, Texas (KCBD) - Lubbock Power and Light began the process of switching its customers to their new electric providers this week.

This process is expected to last through the month of March. Around 9,000 customers have already been moved to their new providers so far but there are some customers who report receiving a flyer that states they have been defaulted to a provider chosen by LP&L despite choosing one for themselves.

Matt Rose a spokesperson with LP&L explained why the issue is happening and how it is being resolved.

“If you made a choice and received a postcard you should not be defaulted to that postcard company, you should be with the company that you chose,” Rose said.

Rose says only about one percent of customers are experiencing this problem. LP&L says the most common reason customers are receiving default provider flyers is because new providers overlooked multiple meters on properties.

“We have seen customers in that instance where they have chosen a provider and then their second meter was not picked up by that new provider and then got defaulted in that first set of defaults,” Rose said.

Rose says another reason someone may have received that flyer is if they selected a provider after the shopping window closed on Feb. 15. LP&L says only 65 percent of customers had chosen by that deadline.

“We generate the list, we generate the postcards to mail out based off of the number of customers that chose at the end of the market. For those that chose after, we knew they would receive a postcard even though they made their choice,” Rose said.

The most important thing LP&L wants to remind everyone is those postcards are not binding and they are working to get every customer transitioned to the provider they want, even if they did not initially choose.

“If they got a default customer and that customer even after the shopping window ended decided that, ‘you know what, I do want to make a choice and I do want to choose this company,’ we have not run into any instance where those default providers have fought us on that,” Rose said.

Rose says if you received one of the flyers but already chose a provider no action on your part is required. LP&L is working with those electric companies to correct the issue.

9,000 LP&L customers were switched over to new providers earlier this week. That was just the first of 21 cycles as LP&L works to switch over its remaining 99,000 customers. All customers are expected to be fully switched to new providers by April 1. LP&L is assuring customers that it will keep homes powered until the new providers take over.

Copyright 2024 KCBD. All rights reserved.