Poudre Valley REA

[redacted] Mrs***,In reference to the Revdex.com Complaint # [redacted] , attached you will find a recorded phone conversation with one of our representatives Please review and I welcome any discussion based on the content of the conversationThank you, [redacted] Member Services SupervisorPOUDRE VALLEY REAREA Pkwy | Fort Collins, CO 80528Toll Free: [redacted] | Direct: [redacted] Email: [redacted]

Here at PVREA, we do very much consider ourselves to be a reputable company and we strive everyday to provide the best Member Service we can We also realize that mistakes happen, both on our side and the Member side as illustrated in this caseAs a sign of good faith, we are willing to waive the NSF fee as a one time courtesy Moving forward, if a banking information change is needed, please be sure to follow the necessary procedures

Complaint: [redacted] I am rejecting this response because: I am requesting a claim form from PVREA as a result of the on-again/off-again service and their lying about why [redacted] was without power (they claimed downed power lines, when [redacted] has no above ground power lines) Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I requested ALL the phone calls be emailed to me [redacted] and Poudre Valley REA already have my email address, once again, it is: [redacted] Regards, [redacted] And [redacted] ***

Complaint: [redacted] Thank you for providing the recording that we asked for acouple of months ago to verify what transpired during our attempt to stopautomatic bill paymentWe were previously told that the recording wasunavailableBased on what was said via the phone recording, it appears thatthere was a misunderstandingI want to apologize to everyone for rememberingit wrong.As we previously stated in many communications to yourcompany, all we wanted to do was stop automatic paymentsWe still do notunderstand why this was so difficult or what the actual steps are to actuallystop automatic payment with this company.As you have hopefully verified, we have made all of ourpayments on time and have never been late on any paymentsAs you also shouldhave noted, the payment in question was received by your company the same dayit was due (from our new account), the same day we got an NSF chargeWe do notunderstand why you would add charges to our account over a misunderstanding.Most reputable companies would work with their customers to understand issues,not add outrageous charges to their billing statement.Again, after initially contacting PVREA, both 'cancel','please cancel' were written on the payment stub to cancel 'automatic payment'The payment was received by PVREA as thecheck was cashed and our account credited for the current billThis isAmerica, we have the right to not be forced to stay on 'automatic payment'.This is where this entire transaction should have concluded.When the form came in the mail from PVREA it was read to seeif we had to do anything else to cancel 'automatic payment', it did notTheform was only to sign up for 'automatic payment'Again, verbatim from PVREA'sform 'Authorization Agreement for Automatic Payment of Electric Bills', thelast sentence in the paragraph: I understand this authorization may be revokedby me at any time by notifying the Poudre Valley Rural Electric Association,IncThis form does not specify a specific way PVREA must be notified to cancel'automatic payment'We thought we had cancelled 'automatic payment'.This appears to be the kind of customer service PVREAprovidesSince we received the outrageous charges we searched for othercustomers' experiences with PVREAOver the months we have read many customers'dissatisfaction, receiving subpar customer service, and giving PVREA very poorratings Regards, [redacted] And [redacted] ***

Please provide an email address and I will forward the recorded phone conversation with *** *** advised Mrs*** that we could send her the call if she liked A request was never made to on Mrs***'s part to be sent the call We will gladly send the email containing the media file of the phone conversation if she will provide an email address for it to be sent After her review of the call, we can continue discussion regarding the fee

Sent Member an email today with attached recorded conversation with our Representative I CC in Revdex.com to the email

This consumer was without power a good portion of March 23, as a result of a storm that caused widespread damage to our electric distribution systemIn total we had 15,consumers without power as a result of the stormCrews worked around the clock for several days to restore all of the
outagesPoudre Valley REA does carry insurance to cover losses that are a result any negligence on our partThe consumer may contact us to file a claim for any losses that occurred

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

*** *** ***
*** ***
*** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** ***Complaint: ***
I am rejecting this response because:To whom it may concern:Chronological order of what has transpired:My husband and I needed electrical service back in and the only provider for the area was Poudre Valley REAWe decided to sign up for 'Automatic Payment' from our checking account at *** *** *** which eventually became *** ***.This summer my husband, ***, and I decided to switch banksWe closed our checking account with *** *** and opened a new checking account with ** ***k, both in August 2014.On August 6, @ 11:25a.mI called Poudre Valley REA @ *** to cancel 'Automatic Payment'I spoke with *** (I do not know how she spells her name)She would not let me cancel 'Automatic Payment' over the phoneBy mail was an option*** was going to mail us a form for 'Automatic Payment' if that is what we wanted to do from our new bank account, see attached file.To pay our August bill I wrote a check from our new checking account with ** ***, see attached file, check #***Along with the check I mailed the portion of the bill Poudre Valley REA requests be sent in with paymentI wrote on this portion of our bill to cancel 'Automatic Payment', also included in the attached file.Per the Poudre Valley REA form 'Authorization Agreement for Automatic Payment of Electric Bills' - the last sentence reads 'I understand this authorization may be revoked by me at any time by notifying the Poudre Valley Rural Electric Association, Inc.' I notified Poudre Valley REA two different ways to cancel our 'Automatic Payment'.After discussing it, *** and I decided we did not want to sign up for 'Automatic Payment'We decided we would use online bill pay.In an attached file we have enclosed our monthly bills from Poudre Valley REA since August 2014.We have also included a file with an email sent to *** *** on October 3, 2014.We were forced to pay an NSF and late fee totaling $or else our power was going to be disconnectedSee attached file for 'Disconnect Notice'.Also attached is a copy of what we sent to the *** *** *** and the *** *** *** *** ***.Here is a list of the phone calls that have ensued:8/6/@11:25a.mI called Poudre Valley REA and spoke with *** to cancel 'Automatic Payment'.10/1/@7:30a.mI called Poudre Valley REA and spoke with *** *** to understand the charges on our account.10/3/-- emailed *** per her request10/6/@ 4:10p.m*** left us a phone message to call her.10/7/@9:55a.mI called *** at 970-282-and got her voicemailI left her a message to call us back.10/16/@9:02a.m*** left a message that she has not heard from us.10/16/@9:09a.mI called her back and got her voicemail and left her a message to call us back.11/5/@3:35p.m*** called and she said I clearly stated we wanted to stay on 'Automatic Payment' and that we would have to pay the NSF feeShe also said she rarely sees her supervisor wave the Deposit Installment fee I told her if we had wanted to stay on 'Automatic Payment' there would have been no reason for me to call Poudre Valley REA on 8/6/*** asked me if I would like the phone conversation emailed to me, I said yes, I would like all of our phone calls emailed to meShe asked if I would like to speak with her supervisor, I said yes*** transferred me to *** ***I got his voicemail and asked him to call us to discuss our account.12/19/To date we have not received any emails containing our phone conversations and *** has never called us back.Regards,*** and *** ***
Regards,
*** And *** ***

To Whom It May Concern,Regarding complaint ***, I spoke with Mr*** regarding the deposit charge and informed him that the deposit charge for the service was based on the Associations Rules and Regulations After speaking with Mr*** in detail, we assured him that another option was
available We offered Mr*** Prepaid Metering This option gives future Members the ability to choose to have their deposit charge waived and connect electric service for as little as $ Mr*** chose Prepaid Metering As a result, the account has been active since 12/09/and we are considering this matter closed. Thank you,*** ***Member Services SupervisorPOUDRE VALLEY REAREA Pkwy | Fort Collins, CO 80528Toll Free: (800) 432-| Direct: (970) 282-6416Email: c***@pvrea.com

*** *** *** ***
*** *** ***
*** *** *** *** *** ** *** **
*** *** ** ***Hello, I received your letter regarding the complaint from *** L***I have reviewed the electronic notes in our accounting system
regarding communications with this member and in conversations subsequent to the filing of the complaint, we determined that the $bill was sent in error and it has been cancelledThe power was also disconnected as requested. If you have any questions, please contact me. David W***Member Relations ManagerPoudre Valley REA*** ***
*** ***

Revdex.com:
We agree that this issue is closed after the NSF charges are refunded to our account.
Regards,
[redacted] And [redacted]

[redacted] Mrs. [redacted],In reference to the Revdex.com Complaint # [redacted], attached you will find a recorded phone conversation with one of our representatives.  Please review and I welcome any discussion based on the content of the conversation. Thank you,[redacted]Member Services SupervisorPOUDRE VALLEY REA7649 REA Pkwy | Fort Collins, CO 80528Toll Free: [redacted] | Direct: [redacted]Email: [redacted]

Here at PVREA, we do very much consider ourselves to be a reputable company and we strive everyday to provide the best Member Service we can.  We also realize that mistakes happen, both on our side and the Member side as illustrated in this case. As a sign of good faith, we are willing to waive the NSF fee as a one time courtesy.  Moving forward, if a banking information change is needed, please be sure to follow the necessary procedures.

Complaint: [redacted]
I am rejecting this response because:There is no online claim form or place for me to submit receipts for damaged or lost items. Who keeps, or even gets, grocery receipts in the modern world? I was requesting a small refund on my account for the inconvenience of PVREA turning power on and off (don't blame this on downed power lines, look at your service records on the date in question and you'll see power was restored and then taken offline again). Now, I'm not to sure we can mitigate this issue through Revdex.com.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am requesting a claim form from PVREA as a result of the on-again/off-again service and their lying about why [redacted] was without power (they claimed downed power lines, when [redacted] has no above ground power lines). 
Regards,
[redacted]

Complaint: [redacted]
Thank you for providing the recording that we asked for acouple of months ago to verify what transpired during our attempt to stopautomatic bill payment. We were previously told that the recording wasunavailable. Based on what was said via the phone recording, it appears thatthere was a misunderstanding. I want to apologize to everyone for rememberingit wrong.As we previously stated in many communications to yourcompany, all we wanted to do was stop automatic payments. We still do notunderstand why this was so difficult or what the actual steps are to actuallystop automatic payment with this company.As you have hopefully verified, we have made all of ourpayments on time and have never been late on any payments. As you also shouldhave noted, the payment in question was received by your company the same dayit was due (from our new account), the same day we got an NSF charge. We do notunderstand why you would add charges to our account over a misunderstanding.Most reputable companies would work with their customers to understand issues,not add outrageous charges to their billing statement.Again, after initially contacting PVREA, both 'cancel','please cancel' were written on the payment stub to cancel 'automatic payment'. The payment was received by PVREA as thecheck was cashed and our account credited for the current bill. This isAmerica, we have the right to not be forced to stay on 'automatic payment'.This is where this entire transaction should have concluded.When the form came in the mail from PVREA it was read to seeif we had to do anything else to cancel 'automatic payment', it did not. Theform was only to sign up for 'automatic payment'. Again, verbatim from PVREA'sform 'Authorization Agreement for Automatic Payment of Electric Bills', thelast sentence in the paragraph: I understand this authorization may be revokedby me at any time by notifying the Poudre Valley Rural Electric Association,Inc. This form does not specify a specific way PVREA must be notified to cancel'automatic payment'. We thought we had cancelled 'automatic payment'.This appears to be the kind of customer service PVREAprovides. Since we received the outrageous charges we searched for othercustomers' experiences with PVREA. Over the months we have read many customers'dissatisfaction, receiving subpar customer service, and giving PVREA very poorratings.
Regards,
[redacted] And [redacted]

Poudre Valley REA does not serve the entire town of [redacted]. Many areas served in more suburban areas which are underground are fed by overhead lines out of the substations. All claims are submitted by PVREA online with our insurer. Please send a detailed list of losses with receipts where applicable to Ben Ludington [email protected] 9790-282-6452. If you have any further questions or concerns, I am certainly available by phone. David White 970-282-6412

Response to Complaint is attached.  Poudre Valley REA 7649 REA Parkway Fort Collins, CO 80527 12-10-14 Revdex.com 8020 S. County Road 5, #100 Fort Collins CO 80528 Dear Revdex.com: In response to complaint #[redacted], Mrs. [redacted] made...

contact with PVREA offices on August 6, 2014 at 11:22 am.  Mrs. [redacted] made a request at that time to have her Auto Pay information changed.  Our Member Services Representative informed Mrs. [redacted] of the options available to change her bank information: 1) Mrs. [redacted] could make the change via our website at www.pvrea.com, or 2) we could mail her a copy of the Auto Pay form in which she could submit a change request.  Per the phone conversation, Mrs. [redacted] requested the form to be mailed to her. During the course of the conversation, our Member Services Representative informed Mrs. [redacted] that she currently had bank information on file and asked Mrs. [redacted] if the existing information was still valid for the Auto Pay, and if the information was not valid, the information could be deleted to avoid a draft from a closed account.  Mrs. [redacted] informed our representative that the information currently on file was still valid, but that she hoped to be able to change the information over the phone.  Our representative informed Mrs. [redacted] that changing the bank information over the phone was not an option.  Mrs. [redacted] was then asked if she wanted to have the current bank information deleted.  Mrs. [redacted] informed our representative that due to the closeness of her billing due date, she preferred to have the Auto Pay information remain on file. Closing out the conversation, Mrs. [redacted] was informed that her current bank information would remain on file and that a new form would be sent to her.  She was also informed that after we received the form, she would need to make a manual payment because the new information would take 3 to 4 weeks to pre-note before any auto payments would go into effect. Revdex.com 12-10-14 Page 2 To date, PVREA has still not received any new Auto Pay information.  Also, per a previous conversation with one of our representatives, Mrs. [redacted] was informed that we could email her a copy of the phone conversation for her review. Sincerely, [redacted] Member Services Supervisor Poudre Valley REA