Heating help back on track after system snafu
As posted at: wave3.com
Posted: Jan 9, 2009 06:02 PM
Updated: Jan 9, 2009 06:11 PM
Problems at CAP delay energy assistance
By Connie Leonard
Posted by Charles Gazaway
LOUISVILLE, KY (WAVE) - More and more people are having trouble paying their heating bills this winter. But a telephone and computer meltdown this week at the Community Action Partnership caused a lot of long waits and confusion.
The goal of the Community Action Partnership, or CAP, is to help people who are having the problems paying their heating bills. Unfortunately when the local office tried to make the process more convenient for people, it actually ended up being much more difficult to get through. Since Monday, wheelchair bound Rick Green has been trying to get through to CAP to get federal help with his heating bill.
“I just get on my phone and redial and it calls and it ends and it redials,” said Green.
After hours of being put on hold, Green said got cut off. So Thursday, he went to CAP’s Dixie Highway location to try and get an appointment in person. Green says he was told by a security officer he had to leave because he didn’t have an appointment.
“One lady in there I know, she’s always helped me, and the officer is like ‘No, you can’t,’” Green said as he described of the incident.
Green was far from alone. At CAP’s location at the Urban Government Center on Barret Avenue, the biggest gripe in the long line is the high cost of LG&E bills.
“My bill was $360 for this month and last month it was $400 and I’ve been struggling to pay it, cause I haven’t been working cause I’ve been in and out of the hospital,” said Toyres Woods.
To add insult to injury? Like Green, when many of the people in line tried to get heat assistance it was a wait on the phone and in person.
“They’re having technical difficulties so it’s really frustrating and a hardship on customers especially when you get a bill for one month for $325,” said Anita Stringer.
CAP officials say their intentions were good. They were trying to allow people to call to make an appointment for assistance instead of having to come in twice. CAP Executive Director Mary Elizabeth Miles said of the phone problems, “What we discovered was, that phone system having that many callers call in at one time, just couldn’t handle the loads.”
CAP officials say thousands of people tried call the number at the same time with only about 10 employees there to take the information. The phone lines jammed and the computer system went down. CAP is now allowing people to come down to the Urban Government Center at 810 Barrett Avenue for help.
Officials tell WAVE 3 the lines are getting shorter, plus their computer and phone system is back up. If you would rather use the phone line, they are asking people to be patient. The number to call is 574-HEAT (574-4328). You can call between 8:30 a.m. and 1 p.m. Monday through Friday. Be sure you have pen and paper ready when you call along with your LG&E account number.