Chuck Haynie Auctions, LLC

Our January bill, due 1/31, arrived the last week of January, and so ended up being paid the first week in FebruaryTwo days later I received the February billing (on time), requesting payment for both months, due 2/Five days later (yesterday) we received a Disconnect Notice, telling us that our electric was scheduled for disconnection 2/24, and that there was a reconnect fee of $30-$200, plus the past-due amount, PLUS 2-month 'security deposit' As I had paid the January bill, I called to find out what was going on (since we got the disconnect notice BEFORE February was even due)The lady I spoke with at the Arcadia office, who did not give her name, first told me that the disconnection was no longer valid as my January payment had arrivedI questioned her regarding the legality of the notice, which according to the Public Service Commission of Wisconsin means that a home cannot be disconnected between Nov1st and April 15th, and also that the company is required to look into the well-being of the customer, attempt to negotiate payment plans, and inform the customer regarding any special assistance availableHer response was irritated at first and grew to anger throughout the conversationShe told me that it is an automatic system, and that was just when the disconnect notices were sent out, and that with a customer base of over 19,people they cannot pick and choose among themShe also said that no, they would not actually disconnect us (since it's winter), but that she had no control over when the system sends out these noticesShe also told me that she has no control over the post office and when it delivers our mailShe told me that I should have called and asked about the disconnect notice (which I thought I was doing right then)When I asked her to confirm when a bill is due, she began to tell me, again, that there was nothing she could do and that it had no bearing on when the disconnect notices go outI told her that I knew that, I was just confirming the bill's due date so that this would not happen again She was rude and unapologetic regarding the threat of being disconnected in the middle of winter (which is against the law), and put the blame on me and the post office

This company has a policy of sending out disconnect notices ten days after a balance is past due, regardless of the time of year, which is as illegal as it is outrageousPayment plans are not an option; they will tell you to call a local charity and that it's your problemI have been interrupted, talked over, even sworn at by these people both in person and over the phone while trying to figure out my current billing situation with them, which is merely one month past dueIn my experience, customers should be treated with the utmost respect and dignity, and threatening to disconnect someone's power over one month's charges past due, then charging them $in fees plus two months' charges as a security deposit is cruel and unusualI cannot believe they get away with doing business like this

The membership letter sent was dated August 12, and we asked that the “new member” return the needed paperwork, and explaining every option they
had to complete the process, by August 17th (their closing date)When we hadn’t received the requested information by the 17th, I then asked the crew the drop off orange tags on August 18th (as we now figure someone should be at the home since closing has happened)At no time was he told his power would be disconnected “in an hour” if he didn’t arrive at the officeHe was advised of the $charge for the orange tag and I did suggest he try recouping the charge from his realtor (not the seller) since they failed to inform him of all his utilities he needed to switch over(I asked if he received a packet with his paperwork listing all the utilities on it, he stated noI explained that I had gotten that from my realtor when I wrote my offer to purchase, so I knew of all my utilities)
There were not any calls made (we did not know who was here), a letter was sent and orange tag was hung to get the new owners attention to get this switched to avoid disconnect before month’s end
It is the buyer’s responsibility to put the utilities in their name prior to closing/movingWe take the power out of the seller’s name on the date they requestIf no one contacts us, we will disconnectThen there will be reconnect fee, which we try to avoid for the person moving in
Please let me know if you have any additional questions or concerns and I will assist in any way that I can
Thanks,
*** ***
Manager of Member Services
***

This electric account has not had a zero balance since 5-20-11, it currently is paid up since the disconnect in order to be reconnectedElectric bills
are typically paid on a monthly basis, so one payment per month, over the last months since the account was last at a zero balance there have been payments madeThe customer received a monthly electric statement electronically (member signed up to receive monthly statement paperless) that was also followed up with a paper disconnect notice that was mailed to the address of the account every month
Phone calls were made to this account on the following dates with the following explanations:
- 8-21-13, called and answering machine was full, could not leave message
- 9-20-13, called with reminder that past due electric bills were due
- 10-17-13, called and left message reminder bill is due
- 3-18-14, called and left message asking them to call office regarding past due electric bills
- 5-13-14, called and answering machine was full, could not leave message
- 5-19-14, called and left message that we did receive payment but still have past due balance
and account will be scheduled for non-pay disconnect, please call office, message left
on cell phone
- 6-19-14, called and left message about previous payment arrangements not being followed,
and informed them of disconnect date and that account is on schedule for non-pay
disconnect
- 6-27-14, called and left message that full payment must be brought to office as account is
on schedule for non-payment disconnect
- 6-30-14, customer called about making a payment, was asked when would pay the remaining
balance, customer said next payday, customer stated they did not want calls/messages
regarding payment/disconnect, account was flagged for no calls, customer hung up
Customer was scheduled for disconnect on 7-23-14, Line crew went to disconnect account and they were given $cash to pay the electric bill and bring the account current so account was not disconnected
Please don't hesitate to let me know if you have any additional questions or concerns and I will assist in any way that I can
Thanks,
*** ***Manager of Member Services
***
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The membership letter sent was dated August 12, and we asked that the “new member” return the needed paperwork, and explaining every option they had to complete the process, by August 17th (their closing date)When we hadn’t received the requested information by the 17th, I then asked the
crew the drop off orange tags on August 18th (as we now figure someone should be at the home since closing has happened)At no time was he told his power would be disconnected “in an hour” if he didn’t arrive at the officeHe was advised of the $charge for the orange tag and I did suggest he try recouping the charge from his realtor (not the seller) since they failed to inform him of all his utilities he needed to switch over(I asked if he received a packet with his paperwork listing all the utilities on it, he stated noI explained that I had gotten that from my realtor when I wrote my offer to purchase, so I knew of all my utilities). There were not any calls made (we did not know who was here), a letter was sent and orange tag was hung to get the new owners attention to get this switched to avoid disconnect before month’s end. It is the buyer’s responsibility to put the utilities in their name prior to closing/movingWe take the power out of the seller’s name on the date they requestIf no one contacts us, we will disconnectThen there will be reconnect fee, which we try to avoid for the person moving in. Please let me know if you have any additional questions or concerns and I will assist in any way that I can. Thanks,*** ***Manager of Member Services ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I still see no resolution on whether or not they can disconnect when someone living in the household has COPD and uses a nebulizer and CPAP machine for breathing purposes.  Also, payments were made as follows:  I feel this shows an attempt.  Also, on social security and a fixed income. 
06/20/2014  $200.00
06/30/2014  $200.00
05/19/2014  $175.00
04/21/2014  $400.00
03/10/2014  $300.00
03/24/2014  100.00
Balance was down to $463.00.   Our bill runs in excess of $200 a month. 
 
 
Regards,
[redacted]

Our January bill, due 1/31, arrived the last week of January, and so ended up being paid the first week in February. Two days later I received the February billing (on time), requesting payment for both months, due 2/28. Five days later (yesterday) we received a Disconnect Notice, telling us that our electric was scheduled for disconnection 2/24, and that there was a reconnect fee of $30-$200, plus the past-due amount, PLUS 2-3 month 'security deposit'.

As I had paid the January bill, I called to find out what was going on (since we got the disconnect notice BEFORE February was even due). The lady I spoke with at the Arcadia office, who did not give her name, first told me that the disconnection was no longer valid as my January payment had arrived. I questioned her regarding the legality of the notice, which according to the Public Service Commission of Wisconsin means that a home cannot be disconnected between Nov. 1st and April 15th, and also that the company is required to look into the well-being of the customer, attempt to negotiate payment plans, and inform the customer regarding any special assistance available. Her response was irritated at first and grew to anger throughout the conversation. She told me that it is an automatic system, and that was just when the disconnect notices were sent out, and that with a customer base of over 19,000 people they cannot pick and choose among them. She also said that no, they would not actually disconnect us (since it's winter), but that she had no control over when the system sends out these notices. She also told me that she has no control over the post office and when it delivers our mail. She told me that I should have called and asked about the disconnect notice (which I thought I was doing right then). When I asked her to confirm when a bill is due, she began to tell me, again, that there was nothing she could do and that it had no bearing on when the disconnect notices go out. I told her that I knew that, I was just confirming the bill's due date so that this would not happen again.

She was rude and unapologetic regarding the threat of being disconnected in the middle of winter (which is against the law), and put the blame on me and the post office.

This company has a policy of sending out disconnect notices ten days after a balance is past due, regardless of the time of year, which is as illegal as it is outrageous. Payment plans are not an option; they will tell you to call a local charity and that it's your problem. I have been interrupted, talked over, even sworn at by these people both in person and over the phone while trying to figure out my current billing situation with them, which is merely one month past due. In my experience, customers should be treated with the utmost respect and dignity, and threatening to disconnect someone's power over one month's charges past due, then charging them $230 in fees plus two months' charges as a security deposit is cruel and unusual. I cannot believe they get away with doing business like this.