Payment Options

I received a call from Mary, a customer in Georgia, who was experiencing some issues with her online banking. I reviewed the account and determined that we had not received her last online payment. We were able to waive the late fee and took the outstanding balance on the account in addition to setting her up on both Budget Bill and an Automatic Payment Plan to avoid any further issues. She was very appreciative of both the assistance and her convenient new payment options!

Submitted by Belinda

Renewals

I just spoke with a customer who recently received a renewal letter. The renewal offer on the letter was much higher than the rate that was expiring. I advised the customer that illustrates how he has been enjoying the benefits of price protection. I explained that at the time he signed up for service MXenergy purchased the natural gas for his contract in order to be able to offer him a fixed rate. I explained that as the natural gas market has risen over time he was still paying the market price from when he signed up. Now that the contract is coming to an end, we can make him an offer at today’s price which will similarly protect him in the future. The customer was very appreciative of my honesty, and in the end did renew with MXenergy.

-submitted by Jessica