Disconnection Process


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Storyboard Description

MN Power

Storyboard Text

  • Fran missed 10 hours of work due to a migraine last week. The current electric bill is due in two days. She is worried because she doesn't have the finances to pay it fully
  • She calls MP and talks to a CIR who helps establish a payment plan. Fran has some comfort about her bills. The CIR also tried to alert her about assistance programs, but Fran didn't have the time to listen. She needed to go to WalMart to make a payment in cash for her bill. 
  • Fran was not able to pay the full balance on her bill. She receives a bill in the mail with a past due balance. 
  • A couple of days later, Fran gets a "robo" call from MN Power, but it's not clear what it's about. She hangs up. She also receives a reminder notice, but it's complicated wording is hard to understand, and there's a lot of information and many calls to action, which confuses her about what to do. 
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