Southern California Edison [SCE] review: Phone etiquette customer service phone representative

I live in Los Angeles county. From October 2022 until April 2023, I did not recieved a electric bill. My wife called 3 times, each phone representative gave different answers / Excuses to our question. We're is our bill, answer #1 "I don't know" hmm that's weird. Months later call #2 we have a new billing system we are catching up. Two months pass call #3 you should get a bill next month. We call to ask for our bill because now we had a $ 2500.00 letter we received to. All if I had questions Each phone call their useless IVR system place us on hold from 45min to 90 mins. I called SCE on the 4th time. Some kid with heavy spanish accent (I speak Spanish) his was heavy.. This idiot responded by saying that he could hear me, he said hello a fee times. I said his first name and miraculously he can hear me. Next, he didn't understand my simple short question I had. The phone rep. said he couldn't understand me?. He place me on hold without letting me know. So, I was on the phone for a other 25 mins listening to their awful music (play local news) So, the phone was pick up by a different phone rep. So, I ask my question again and he just hung up the phone. LMAO. WOW. I drove to field office in Santa fe springs, to voice my thoughts and a great, wonderful woman apologize for them. I can add great more detail but you get the picture. I'm leaving out a lot more frustrating information.

But, wanted to share this. I am a former SCE employee, I only work there 15 years in 1981 as a Customer Service representative (bilingual/spanish) transferring to become a substation operator and finally a substation electrician. I aware what that kid did when he place my phone called on "hold," by dialing a code to place my call I made back in line on the rotation of phoned calls coming in the other stupid guy just hung up me which comes out on a phone report which a supervisor "should have" review and question those two idiots. Back in the 80s we had to pass with 90% score on a ten week training class before being released to the main floor with a supervisor/a C.s. r 1 helping you out. I had pride during my career, when ask where I work... they would say. You have a great job also benefits. One perk, we received 20% employee discount on our electric bill. Which was great!. I know that with sorry employee that I had experience and service SCE is no longer on TIMES magazine top 100 companies to work for. I'm the 80s they were like top 10. What a joke. I still have the names of those two jerks. I know times are hard but cmon wake up. ACCOUNTABILITY...

YEA... our credit was absorb our first bill was $853.00. Too much headache to call them attn LISA D. CAGNOLATTI