Follow CBSDFW.COM: Facebook | Twitter

ROWLETT (CBSDFW.COM) – Rahbia Kashif, her husband and their two small children were overseas when the tornado hit Rowlett in December.

“You work so hard to build your home and create memories and to see them all in a pile… it’s really tough,” said Kashif.

From sorting through the debris to taking care of bills, the couple went into recovery mode as soon as they arrived home.

“I was concerned because I was receiving text messages about electricity usage. Not only are they showing usage for the week of the 27th but double for the week it was before,” said Kashif.

Rabiah Kashif called Reliant about the bill.

♦♦♦ Click Here To Help Tornado Victims ♦♦♦

“They’re billing us for electricity to the home and there was no home,” Kashif told customer service.

Kashif said she was transferred four times before she spoke to a woman that told her the power was turned back on and they still had to pay.

“Their response was basically, I should have called them sooner. Calling them was not my priority, coming back and salvaging the few garbage bags that I had left was my priority,” said Kashif.

When Kashif couldn’t get answers, she called CBS11 for Consumer Justice. After CBS11 contacted them, a company spokeswoman apologized for billing the family and cancelled the balance immediately.

They also sent the following statement below:

Our hearts go out to the North Texas residents who lost so much as a result of the tornados in late December.
In anticipating the needs of Reliant customers there, we proactively reached out to hundreds of them with offers of assistance.

We placed notes on the accounts of thousands of others who we could not reach to ensure that our agents were aware that special assistance is available. Unfortunately, the call center agents who talked with Ms. Kashif did not follow these procedures or offer this planned assistance. We contacted Ms. Kashif to apologize. We waived all charges on her account and have ensured the account is closed so she will not receive any additional bills. We have also followed up with all of our call center agents to make sure storm victims receive the care and assistance that they need. Reliant is touched deeply by the loss felt by these communities, which is why we donated $50,000 to American Red Cross relief efforts there immediately after the storm. Our sister company, Goal Zero, is providing hundreds of solar-powered flashlights and mobile device chargers to the Red Cross for use by first responders for this and future disasters.

Reliant together with our parent company, NRG, has thousands of employees across the state who are committed to helping the community and our customers every day. And, when we make a mistake, we do everything we can to make it right and be the company you can trust.

(©2016 CBS Local Media, a division of CBS Radio Inc. All Rights Reserved. This material may not be published, broadcast, rewritten, or redistributed.)