Action Marble Works, Inc.

HelloRef # *** I had filed a complaint against Central Electric because they took an unauthorized automatic payment from my checking account. In response to the information they just sent me they claimed another version of their lieWhen I talked to them this last time in regards to why the payment was automatically removed from my account they said because my husband and I were going to discuss it. He had called them because the previous month they removed the payment from my checking accountHe told them not to do this againThey said they would remove itThe lady said that "we were going to discuss it"Why would we need to discuss it when that was his purpose in calling?? She told me 'we were going to discuss it'Yet in this letter she said he hung up on herShe clearly is having trouble with excusesI would like to know if these phone conversations are recorded because so that would clear it all upI do not think it should be legal for companies to just remove payments from checking accountsThis should be illegal and they should not be able to lie their way out. I received the letter today that the case was being closed because I did not respondI did not know how to respond, so I am hoping this email is sufficient. *** ***
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To whom it may concern:On 8/22/2017 [redacted] went online to our website and established an auto bank draft of her electric bill through a personal checking account. On same day a representative of our company emailed [redacted] to acknowledge the auto bank draft set up and advised her that the...

next bank draft day would be August 28m and balance due would be drafted in full on that date.On 8/29/17 Mr. [redacted]’s called to inquire about tine payment; he was informed that tire auto bank draft was established by [redacted] on 8/22; he felt Ms wife must have done this and would speak to her about situation. He was asked if he wanted bank draft stopped and he hung up with out answering the question.On 9/28/17 we drafted the September payment; on 9/29/17 [redacted] called and asked for return of the bank draft payment. She was initially told we would return if possible, but we were unable to return the bank draft payment as the process was already completed by our bank. [redacted] was emailed this information on 9/29/17 and advised to contact her bank.Teresa’s bank initiated the return of funds in question; we are not responsible for a fee assessed by her bank. We did not assess our returned payment fee of $40 as a courtesy to Teresa.The September billing was sent on 9/10 with a due date of 9/28/17; that bill clearly stated [redacted] AUTOMATIC PAYMENT - DO NOT PAY [redacted]. If we were notified before the due date of 9/28 we could have stopped that automatic payment,I have attached the following correspondence:• The transaction of [redacted] setting up the bank draft on our online portal.• Copy of the bill saying auto bank draft do not pay• Transaction detail of [redacted] submitting a question via our online portal to one of our representatives confirming she wanted autopay.If you have any questions fell free to contact me.Lisa H[redacted], Director of Member ServicesCentral Electric Cooperative Ext. [redacted]

Our company has over 26,000 customers; our policies and procedures are set by our Board of Directors.The current policy on delinquent accounts is as follows:• When an account has become 60 days past due, a “disconnection notice” is mailedgiving the customer 10 clays to remit payment; a specific date...

to have payment made infull is clearly noted on the notice.• 42 hours before the due date of the notice, we make a call to anyone who still remains60 days past due; this call urges the customer to call our office to make paymentarrangements to avoid disconnection of service• It payment cannot be made by the due date of the notice, we allow an extra 2 weeksbeyond the notice date for payment to be made.• If payment arrangements are made, another letter is mailed to the customer stating theagreed upon arrangements to continue service• lf the payment arrangements are not made or not kept as agreed upon, service wouldhe disconnectedThe customer has 2 accounts with us; one is for a home and one is for a barn. Since January of 2015,we have issued 9 disconnection notices for the house and 7 for the barn. The customer has been urgedto contact us via phone to discuss accounts and arrangements, but prefers email.Most recently, we mailed a disconnect notice forthe house; it was sent on July15th with a date of July• On July 22st we made a call because we had not received payment or heard from thecustomer for arrangements.• On the same day we received the following email through our website:I received a notice for 7/25. I am going to make a payment7/22,23,24,25 and another payment in 2 weeks. Please let me know if you acceptthese arrangements.• We were not sure if the customer meant she was making payments on each dayof 7/22, 23, 24, 25 or one payment on one of those days. So the following emailreply was sent to her:I believe you are saying you will make one payment by July 25th and anotherpayment by August 8th; payments will total disconnection notice amount of$224.97. Is this correct?Aug. 10. 2016 3:19PM No. 0769 P. 4Her response: Yes, it would thank you.Her notice was now extended by 2 weeks which is in accordance with our policy.On July 29°~, the following email was received: I have not been feeling well so I have not madea payment yet but I will still have the total payment to you in 8/8. Thanks,• She was told this was acceptable.On August ~ the following email was received: My husband’s paycheck is not here yet, wewere told Wednesday, it will be in bank on Thursday is this going to be a problem, I can try toget you something this evening but I can’t pay it all.• She was told this was acceptable.This is just one example of our ongoing communications with the customer; there is a continualpattern of notices sent and notices extended and multiple emails before payment is received.The customer wants to pay less than the notice states but ALL customers are treated the same;if notices are not paid in full, service is disconnected. We are always willing to makearrangements as long as they fall within our policy perimeters. We pride ourselves in our abilityto work with our customers in a friendly, courteous manner; her allegations of rudeness areunfounded,Fina]Iy, when visiting the “Contact us” area of our website, she would see the following:Central Electric Cooperative in Pennsylvania,IMPORTANT: CEC e-mails are monitored Monday— Friday, 8a.m. to 4:30 p.m. if you have anurgent need or are experiencing an ouiage, please call ###-###-#### for our automated outagereporting system. Thank youl -