If you have a problem with any electric provider you should contact the electric provider first and ask them to fix it.
If you get an answer that you do not like from the customer service line, ask to speak to a supervisor. A supervisory review is a step in the PUC customer complaint procedure. Supervisors should be more knowledgeable about rules and regulations. Supervisors also have the discretion to make decisions that the people answering the phones do not have. If your problem is not fixed through the customer service network file a complaint.