The American Way Pt. 2
Part Two - Maybe there is hope for us yet…
In the first part of this essay I asked the question: Has The American Way become, kick a man while he’s down?
I then gave a few examples of many American families that are struggling to cope with this ever present foot on their throat.
Here’s Part 2 of, The American Way.
It has always been pleasant to interact with the employees of Irwin EMC. Both the clerks in the office and the workers in the field are generally pretty cordial, if not nice. Which unfortunately, seems to be a rare commodity these days.
So while it was a surprise to hear from Terri why my power had been cutoff; it wasn’t a surprise that she was very helpful, and that our communication throughout the difficult matter was pleasant. Terri listened patiently while I explained my plight.
“Had I known of the approaching cutoff date I’d have made arrangements.” I told her. “The last communication I received from y’all said July 12th.”
She calmly looked over the bills on her end, and explained where the mistake was made. I was welcome to make a payment right away, there would of course be a fifty dollar reconnect fee.
“Of course there is,” I replied. “It’s the American way to kick a man while he’s down.”
“I’m sorry Mr.Polk, I don’t make the rules.”
“No, no. I understand,” I said. “And I’m not disputing the account’s delinquency. I’m saying that I find it disappointing that a customer would have their electricity cut off without notice. I mean, I don’t even know how long my freezers have been off. We’re broke. If we lose what’s in those freezers we’ll starve.” Okay, so I realize that was a tad dramatic. But you know. 😉
“I apologize for this mixup, Mr.Polk, but there’s really very little I can do. I’d be happy to process a payment for you right now, if you like.”
“Darlin, if I had the money in my account I’d have already paid you. All’s I got is cash. Is there any way someone could meet me at the office?”
“I’m sorry but we don’t accept cash after hours.”
“Well, can I pay the guy when he comes to turn it back on?”
“I’m sorry Mr.Polk, but that’s done remotely these days.”
“Oh…”
“Do you have any other form of payment that you can use?”
“Na, this cash I’m holding came out of the emergency funds in my safe. Surely we can work something out. Can’t you just turn it back on for me? I promise I’ll be there first thing in the morning to settle up.” I keep very few monies in digital form. I prefer cash. It’s easier to keep up with when it’s in your pocket, or at home.
“I don’t have that authority. I’d have to call my supervisor.”
“Would you please, Terri? Tell her my plight. And let her know that I’ll be there first thing tomorrow morning to pay the past due amount. And that I’ll take care of the rest of the bill on Tuesday.”
“Yes, but this is highly irregular, Mr.Polk. I can’t make any promises.”
“Thank you for trying, Terri. I really appreciate it.”
So as usual, I was able to sweet talk my way out of the mess I’d gotten myself in. When Terri called back she let me know that this would be a one-time thing. And that if I didn’t pay the past due balance by noon tomorrow, the power would be cut again. And another reconnection fee would then need to be applied, of course.
I thanked Terri for going to bat for me, and assured her that I wouldn’t let her down.
“I’ve learned my lesson, Ms. Terri. Thank you so much!”
She thanked me in return and wished me a good evening. Then as soon as the power was back on I grabbed the itemized list my Sweetheart had sent me by to get in the first place, and headed to my eldest daughter’s house to celebrate a birthday.
It’s a good thing she’d sent me by, I’d intended on going straight to the party after work. Boy am I glad we didn’t get home to a 94 degree(F) house after all that was done!
By the time we did get home it was bedtime, and the house was nice and cool. We both got a shower, and the next thing I knew my six o’clock alarm was trumpeting the next morning.
The very first thing I do every morning is say thank you. And it wasn’t lost on me that I’d been able to sleep so well though then night because of Terri’s help. I am very thankful that we didn’t have to spend the night sweating our asses off, or more probable, in a hotel. So I made damn sure I was at the electric company precisely one hour after they opened.
Why one hour you ask? Because I also work in customer service. And I know that the first hour of the day is pretty demanding. Not only must you wait on customers, but you’re also getting everything settled for the start of the day. Usually things quiet down after about an hour.
As I enter, I’m greeted with a smile by another Terri. And I respond in the same manner. Terri wasn’t her name either, btw. I tell her that I’m here to get my account current, and slide the copy of the bill underneath the bulletproof glass partition.
Terri looks at the bill, types some stuff on her keyboard, and says, “the total amount due will be $325.25, which includes a $50.00 reconnection fee.”
“About that fee,” I replied.
Again I explain to this new Terri, the situation. I’m not disputing the fact that my account was delinquent. What I am disputing is the validity of the disconnection. I slide the current bill underneath the glass, pointing out the July 12th cutoff date that I’d highlighted previously.
Terri studies it, then prints out the bill previous to that one. The missing bill, that was supposed to be on my fridge before we left for vacation, but wasn’t. And she showed me where it clearly stated that the cutoff date for that bill was June 12th. They’d actually already given me an extra 10 days…
I thanked her for explaining everything. And when she gave me the same total again, I asked her if Terri was back in her office. Terri isn’t her name either. But I had looked up the name of the head of accounting for Irwin EMC, and that’s the name I used. I didn’t know Terri, but you wouldn’t have been so sure if you’d been standing across the counter from me when I made the request.
Terri, the clerk, looked at my account to confirm that I wasn’t a habitual violator. Said as much, then went to bat for me.
When she returned she said, “we’re going to waive the reconnect fee this one-time.”
I said, “darlin, I’ve learned my lesson. I sure appreciate it, too.” And that was the truth. This was quite the learning experience.
I learned that I need to be damn sure I get the power bill paid on time. And if there’s a question, look it up. Don’t trust the side of the refrigerator.
I also learned, or rather confirmed once again, that you catch more flies with honey than you do salt.
And, I learned that not every American company is out to exploit its customers.
One of the last things Terri said to me before I left was, “we’re not looking to cut anyone’s power off. We’ll always work with our members. If things get tight again in the future, just give us a call and we can work something out.”
Maybe there is hope for us yet…
~
Irwin EMC stands for Irwin Electrical Membership Cooperation. As it turns out, I’m not just a customer to them. I’m a member. Maybe we need more, Membership Cooperations, and less corporations?
Unfortunately, it appears as though things are going in the other direction. We are currently seeing many conglomerates expanding their footprints, and very few are looking out for “the people” I’m afraid. It’s all about the bottom line.
I love my country. I am proud to be an American! And even though I am disappointed by many of it’s current trends. I have faith in the many Terri(s) out there. And I hope that together, we can turn The American Way into loving compassion. That every American, regardless of class, has the opportunity to believe in life, liberty, and the pursuit of happiness.
Thanks for reading! If you enjoyed this post, please consider sharing it and clicking that ❤ button, and I’d love to hear your thoughts in the comments. Oh and if you’re an email reader, just hit reply — I want to hear from you too! Has The American Way become kick a man while he’s down, or is there hope for us yet?
