In all steps along the way, what we're asking the customer to do is to call us. . . . We do this with all customers facing disconnection.

It was a tough loss for us. It's hard to explain. The league is very competitive this year and on any given night almost anyone can win.

We'd rather see reductions be made through a process like this than any kind of confrontational process.

That's prohibited by law. Unlike retail gas stations, we cannot make a profit on gas.

It's traditionally a time when you see quite a few disconnections, but we certainly try to minimize those.

We just don't disconnect customers if they're a month or two behind. We looked at this case in depth. We believe we took all the steps we could to avoid a disconnection.