Anybody familar with the term "process improvement"?
I just spent more than an hour of my valuable time on the phone with PG&E because their system tried to charge me more than $1100 two weeks ago and then tried to charge me another $902 (plus change) today. As a result, I have now had my checking account dinged $25 for 'return' fees - TWICE. And no one at PG&E sees the logic in my argument that there's no way I would have made a $250 payment at the same time as I made a $900 one. Because, as I assured them repeatedly, "If I had a spare $900 to pay the entire balance, I would simply have done that and not felt the need to trouble us both by setting up a payment plan."
