Widow's power shut off because name wasn't changed on account - WSMV Channel 4

Widow's power shut off because name wasn't changed on account

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Dorothy Chambers lost the love of her life on Feb. 10.

The day after she buried him, she got a letter from NES saying that she needed to contact the company within seven days to change the name on the account.

She got the letter on Feb. 15. Six days later, on the morning of Feb. 21, NES cut the power off.

"Instead of with compassion and kindness, her power was turned off," said her daughter, Lynn Smith.

Chambers had spent most of the month at the bedside of her husband of 57 years, nursing him as he died with cancer.

"It was a senseless, needless act of cruelty, in my opinion," Smith said.

Channel 4 asked NES representatives for an interview, but they declined. Instead, they handed over a copy of their policy.

The policy says that when a customer dies, the service will be removed from that person's name as quickly as possible. NES's own policy does not say seven days.

"I don't think anyone has had time to grieve in seven days," Smith said.

Smith tried to reach NES within the seven-day timeframe to make arrangements to switch the names, but they wouldn't talk to her since she wasn't the customer.

All of this was more stress at a time when her mother didn't need anything else to worry about.

The day her power was cut off, she had a mini-stroke.

NES came out and turned the power back on about four hours later and did not charge a reconnection fee.

Smith asked NES to reimburse her mother for the $70 co-pay on her ER visit, but the company said no.

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