Meralco said it would write “personalized” explanation letters to clarify their customers’ billing during the lockdown periods after many complained and got confused with their sky-high bills.
In an interview with Unang Hirit, Meralco spokesperson Joe Zaldarriaga said the letters are a “corrective measure.” He said the company admitted its failure to clearly and fully explain the billing procedures done during the community quarantine periods to their consumers.
“As a corrective measure, ang gagawin namin dito maglalabas kami individually ng explanatory letter para sa lahat ng customer natin na apektado,” Zaldarriaga said.
“We really need to explain one by one. Kumbaga, personalized for a particular account kasi kailangan na namin at this point isa-isahin. Talagang nagdulot ng kalituhan ‘yung estimated reading,” he added.
Zaldarriaga said the estimated and the actual readings for the power consumption in March, April, and May caused confusion for many customers.
“Alam po namin na medyo may pagkukulang tayo doon dahil hindi natin na-identify doon mismo sa bill kung ano ‘yung estimated at kung ano ‘yung naging actual. Hindi nakalatag doon,” he said.
He explained that all of the readings were billed in one month.
Zaldarriaga stressed out that there was no overcharging in the recent billings of Meralco. He added the increase in bills of some costumers was due to the increased consumption during the enhanced community quarantine (ECQ).
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He noted the underestimation and overestimation of billings would autocorrect once the actual reading comes out.
“Kung meron silang during that period of time na nabayaran ng sobra through the autodebit, mako-correct ‘yan once the meter has been read,” he added.
Customers could pay in installments through banks and “bayad” centers but Zaldarriaga advised them to wait for Meralco’s billing of staggered payments. These establishments would not accept payments without specific invoice, Zaldarriaga added.
“Just wait for the billing then naka-indicate na ‘yung installment. Then ‘yun puwede na ‘yung bayaran sa mga bayad centers,” he said.
During a Senate hearing on Monday, Energy Regulatory Commission (ERC) reported it received 47,000 complaints related to irregularities in customers’ bills amid the COVID-19 crisis.
