1.What is the main purpose of this letter?
    a) to request a review of his bill.b) to reduce his costs.c) to complain about the service.d) to change his payment plan.

2.Mr. Powell feels he has been overcharged because
     a) he used more energy before.b) he usually pays more than his costs.c) he didn't see anyone check the meter.d) his usage has remained the same.

3.How does Norman justify his claim?
     a) He said they will go on holidays.b) He only used 920 kWh..c) He said they were not home.d) His said the weather was hot.

4.Mr. Powell suggests that
     a) the weather could increase his costs.b) the billing company wrote wring numbers.c) the meter may be broken.d) the electricity costs have increased.

5.In which paragraph does Norman mention how he feels about his service?
     a) Paragraph 1b) Paragraph 2c) Paragraph 3d) Paragraph 4

6.​​​​​​How is this letter best described?
      a) Mr. Powell is concerned.b) Norman is stressed.c) Mr. Powell is upset.d) Norman feels scammed.