Meralco to explain billing to customers through 'personalized' letters

Meralco will come up with "personalized" explanation letters to clarify the billing statements during the community quarantine periods after many customers complained of confusion, if not exorbitant bills.

Interviewed on Unang Hirit, Meralco spokesperson Joe Zaldarriaga said the letters are a "corrective measure" as he admitted the company’s failure to fully and clearly explain the billing process done during the quarantine periods to their customers.

“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.

According to Zaldarriaga, the estimated and the actual readings for the power consumption in March, April, and May resulted in 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.

“Ang nangyari napagsama-sama lahat sa isang buwan.”

Zaldarriaga underscored that there was no overcharging in the recent billings of Meralco, pointing out that the questions being raised to them were due to unclear presentation of information.

According to him, the increase in bills of some customers was due to increased consumption during the enhanced community quarantine (ECQ).

Meralco issued billings of consumption to customers with estimated reading for the months during ECQ, as their personnel cannot personally check meters due to mobility restrictions amid the COVID-19 threat.

“Humingi kami ng paumanhin at patuloy kaming humihingi ng paumanhin doon sa kalituhan na naidulot nung bills mula nung hindi nabasa ang metro noong nag-lockdown po tayo,” he said.

Zaldarriaga noted that the underestimation and overestimation of billings will 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.

For customers who would like to pay in installments through banks and "bayad" centers,  Zaldarriaga advised them to wait for Meralco’s billing of staggered payments as these establishments will not accept installment amounts without the specific billing.

“Just wait for the billing then naka-indicate na 'yung installment. Then 'yun puwede na 'yung bayaran sa mga bayad centers," he said.

The Energy Regulatory Commission (ERC) earlier ordered Meralco to explain its alleged violations after ignoring its guidelines in dealing with customers during the lockdown periods.

ERC pointed out that Meralco did not recognize its advisories on clear presentation of estimated reading, the four equal monthly installments of cumulative bills during ECQ, and the schedule of  payment of bills under ECQ that shall be no earlier than May 30.

During a Senate hearing on Monday, ERC said it received 47,000 complaints from electricity consumers nationwide because of alleged irregularities in their bills amid the COVID-19 pandemic. —KBK, GMA News