It could take months to find the cause of death for three people found inside their Rocky Mount home this week. Family members say the couple, who were living with their adult niece, had an outstanding power bill and their electricity was disconnected days earlier.

This tragic situation comes on the heels of a state audit that revealed issues within the city's billing system. WRAL went to the city with questions about what it is doing to help the many customers it will have to disconnect who have not paid their bills.

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Family and neighbors are upset Kenny and Tracey Swann and their niece Mahala Scurlock were disconnected from power last Wednesday.

Police found their bodies on Monday morning. Neighbors say the family was using a generator inside their home to stay cool, a fact that investigators cannot confirm.

Tracey Swann’s daughter, Krista Crisp, tells WRAL her mother went to pay some of the power bill balance after the disconnection, but the city’s customer service policy states once power is disconnected, it will only take full payment. A payment plan is only an option before power is disconnected. Customers can pay in person, over the phone or online. However, multiple neighbors say they've waited for more than an hour trying to talk to someone at city utilities.

We do not know if the Swanns asked to setup a payment plan or if the city presented the option.

Community activist Karessa Williams says neighbors believe the loss of power could have contributed to their deaths.

"They’re saying because of a light bill situation, they couldn’t afford it," Williams said.

The city customer service policy says it cannot disconnect power if there’s a series of 90 degree days.

We asked the city:

  • If a customer is disconnected, does it reconnect power if there are a series of days above 90 degrees?
    • Are there any welfare checks of those who are disconnected?
      • If they are disconnected, are residents made aware of resources if they need help?

        We are waiting on those answers. Before asking those questions, the assistant city manager sent this statement: "The City of Rocky Mount extends its condolences to the family and asks that the community keep them in their thoughts during this difficult time."

        "It’s sad and tragic. I’m praying for everyone involved," said Williams. 

        While the city cannot comment on the Swanns' outstanding balance or any account details, the city policy allows any customer the option to get on a payment plan before power is disconnected.

        Rocky Mount reinstated disconnections last month after a return of a state audit found they had not double billed residents.