The Lights were on…but was SCE at Home?

So, I’ve been paying Southern California Edison Company (SCE) to keep the lights on, the jello jiggling in the fridge, and my dental drills drilling for over 46-years. If consistency matters, the powers that be in my SoCal electricity world have only missed two days of significance that I can remember.

“The great windstorm of December 2, 2011” was memorable because even though there are no palm trees in sight at 9929 E. Las Tunas Dr. address, the small space between our front gate and front door was packed with a load of fronds. And we were powerless for the day. But at least our cars didn’t get squashed by falling signs, walls, or California Oaks.

And then in August 2019, a 5-man Ocean’s Eleven-type heist took down a local jewelry store, its security system, and power throughout parts of E. las Tunas Drive. We lost power during most of the day, but we powered up by sundown.

My relationship with Southern California Edison has been peachy, to say the least. One amazing SCE patient came our way in 2001 and pretty much recruited the entire department she managed. I remember visiting the Irwindale facility bearing food, flowers, and love for our patient, her friends and co-workers and their amazingly vital workplace. Not to drop names, but I used to take spin classes with 18-years CEO and later President Obama Secretary of Commerce nominee John Bryson. Bryson was a hero who helped SCE escape bankruptcy in 2001. And it was cool letting the CEO know how much I admired the culture that came from the top.

A few weeks ago on Thursday May 12, I sold my dental practice, Temple City Dental Care, after 46-years of ownership. I was super nervous about the emotional transition day, but it was obvious the business, the new owner, and the team of people who serve others every day were meant for one another. At the end of the day, I was walking on clouds.

As usual, I came into the office on Friday to pay bills, follow up on x-rays, and write some notes to patients. I saw an envelope from Southern California Edison. For a moment, I thought SCE might be congratulating me for my having been such a long-term customer.

The letter was titled “REMOVAL FROM THE COVID-19 SMALL BUSINESS RELIEF PAYMENT PLAN.” SCE noted on-time payment of each current monthly bill was required and that my account had two late payments. My bill was $13,184.28.

I wasn’t able to login to the SCE website for a look at my statements using my email address of over 15-years. When I attempted to re-register with the current email address, my 46-year business street address was judged unacceptable. On calling SCE, a customer service representative helped me gain access to my statements. Turns out, my last recorded payment was on March 5, 2020.

I explained my situation to no avail. I asked to speak with a supervisor. The SCE customer service supervisor could only offer extended 12-month payments (on one of the calls into SCE, a representative suggested splitting the bill with the new owner?) I’ve now asked to speak with another supervisor, then a manager or anyone who had the power to say “yes” multiple times. Twice, I was told I would receive a call from a more senior representative within 48-hours. I’m still waiting. And I’ve attempted to follow the chain of command 5-6 times. Today, I attempted twice…only to be left with dead air (no music or dial tone.)

I’ve paid bills every month for 46-years. I doubt I’ve missed a payment during all the years prior to Covid-19; but I did miss noticing the missing statements. We appreciated SCE’s moral support during our 3-months away from the dental practice during stay-safe-at-home. And it would’ve been awesome to have received a letter (like the one I received a day after selling my business) after we’d missed only two payments, not 26.

SCE used a grossly outdated e-mail address for my business. They stopped sending me statements in the mail (like they'd always done) without notice. SCE didn’t follow their own guidelines established for Covid-19 relief and included in the letter they sent. A balance that would have been $600 at most, became $13,184.28.

I’m wondering why I bear all the accountability for SCE’s lack of competence, attention, and follow through? And I also wonder what finally triggered a letter being sent (probably the change of ownership)? I hope the lights haven’t gone out for the company having the power to turn them on.

And I hope there is a way the California Public Utilities Commission can help SCE and I arrive at a fairer, more equitable outcome.

It’s a sad commentary seeing a once proud culture bungling down the road at the expense of their once appreciative customers.