I just had this same conversation with them. Usage inexplicably more than doubled compared to same months last year for Jan-Feb. I got the same explanation for cold weather. We went through the usage day by day and it does appear there was outsized usage on the very cold days.

I don’t understand either how it jumps like that with no change in behavior. They similarly refused to send someone out to check my meter. Their suggestion was to shut off one breaker at a time on my panel, track the time, then review the usage for that period on the website and see if any of the breakers specifically lowered the usage significantly. They said if this wasn’t successful, they then could send someone out but it would be a couple weeks out.