Dottie Yates

Recent Posts

Is Confusion Driving Up Your Call Center Costs?

True story: I bought a new home in March. When I received my first natural gas bill in the mail, the bill summary on the front page of the printed statement showed an amount due of $160. That seemed pretty high but I assumed it must have included a connection charge or something. However, when I looked at the charges summarized in the bill summary block on that first page, they clearly didn’t add up to the $160.00 shown in the “Total Due” line item. In fact, I added them and they totaled $100.00. That was confusing. I turned the bill over and there was the $60.00 service charge under “Additional Charges” on the second page.

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