You Deserve an Explanation: Meralco to Send "Personalized" Letters Over Confusing Billing

And an acceptable reason, as Marco a.k.a. Piolo would say.

(SPOT.ph) Still in shock over your latest power billing? Well, ready your quarantined hearts as another envelope may be coming. Meralco has promised to come through with an explanation using the old-school format of personalized letters for customers. The power company has been on the receiving end of complaints after confusing billing statements were sent showing unusually high amounts due—the result of a lack of clarity that the power company has admitted to.

The confusion came after Meralco added customers' estimated power consumption during the months of March and April (estimated because Meralco personnel were unable to do actual readings while under enhanced community quarantine) to their May billing statements—without clearly delineating the estimated amount. "Hindi natin na-identify doon mismo sa bill kung ano 'yong estimated at kung ano 'yong naging actual. Hindi nakalatag doon," said Zaldarriaga. "Ang nangyari napagsama-sama lahat sa isang buwan."

"As a corrective measure, ang gagawin namin dito maglalabas kami individually ng explanatory letter para sa lahat ng customer natin na apektado," said Joe Zaldarriaga, Meralco spokesperson, on GMA News' Unang Hirit. He further explained, "Kumbaga, personalized for a particular account kasi kailangan na namin, at this point, isa-isahin."

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Meralco earlier apologized for customers'"bill shock" amid the quarantine. "Let me apologize for the continuing inconvenience to our customers brought about by their concerns and issue regarding this billing matters," stated Meralco chief executive and president, Ray Espinosa, during a senate hearing into the issue on July 6

For now, Zaldarriaga advised customers to wait for the corrected statements containing the actual readings before paying. A staggered payment scheme can be utilized through banks and Bayad Centers if the customer is holding the proper billing. Meanwhile, those who overpaid through an automatic charge will automatically be refunded once the meters have been properly read.

Main image from AbsolutVision/Pixabay

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