Beneficial Mortgage Corporation Of America

M-Power meter exchanged on 11/On 11/27, Nicole called SRP’s Residential Contact Center (RCC) and stated M-Power is costing too muchThe RCC representative offered to assist Nicole with a breaker test (to determine if there were any issues), but she refused and ended callIn addition, Nicole may not be accounting for the $plus tax monthly service charge included in the cost per hour displayed on the UDT (display terminal)Per Consumer Affairs request, a SrM-Power Specialist analyzed [redacted] usage and purchases, but found nothing out of the ordinary occurring since the meter exchangeBased on research conducted, there is no evidence of a malfunctioning M-Power meter However, If Nicole would like to review this matter further, please have her contact SRP Consumer Affairs direct at ###-###-#### and ask for Lori Thank you

After reviewing this complaint, I was able to locate a customer with the same name at the Indian School address and then spoke with SRP Collections According to SRP records, it appears that the outside collections agency SRP uses, Online Collections, somehow linked the wrong [redacted] [redacted] 's together SRP has contacted Online Collections and requested they make the necessary corrections and remove the adverse credit activity notation from Ms [redacted] 's credit report I have also called Ms [redacted] at [redacted] to inform her of this and advise that the process, unfortunately, can take between 60-days I have documented Ms [redacted] 's SRP account on this and have created a case file for documentation purposes in the event that Ms [redacted] needs assistance from me in the future on this matter, I can be reached at [redacted] Sincerely, Lori L [redacted] SrOmbudsmanSRP Consumer Affairs

SRP Consumer Affairs has left a voice message and sent an email to this customer asking her to call our office to discuss the matter further Consumer Affairs has questions for this customer and her input is needed to resolve her complaint This office will provide a follow up email once the matter is resolved.Thank you

Dear Revdex.com, Thank you for forwarding Mr [redacted] concerns to SRP’s Consumer Affairs Department Mr [redacted] mentions that he was not residing in his home for a period of time, but usage still registers through the meter if the electric items is not unplugged When customers are away from home, depending on the length of time they are away, it may be in their best interest to turn service off entirely to avoid the $monthly service fee, city, county and state taxes as well as energy usage and/or fees, such as late payments It is als recommended that customers in this position utilize SRP’s MyAccount so they can check usage information while away from home.Before detailing my findings, I believe it is important to explain that SRP regular monthly bills are due, in full, when billedIf SRP does not receive a customer’s payment by the close of business on the 21st day after billing, the account becomes delinquentSRP will mail a reminder notice to the customer and a late fee (currently the greater of $or 2% of the billing amount, plus tax) will be added to the customer’s accountIf SRP does not receive payment by the close of business on the 28th day after billing, SRP may disconnect electric service without further notice I have included a link to SRP’s Residential Credit Policy which includes this information as well as mentioning helpful programs and payment options SRP offers to customers so they can manage their account: http://www.srpnet.com/service/home/pdfx/2016-Residential-Credit-Policy.pdf Also, attached is an Itemized Statement for Mr [redacted] SRP account for services at S Pearl in Chandler I requested the Itemized Statement from May 23, to present and the reason for this is on May 23, 2016, Mr [redacted] account balance was current with $due by June 14, Per SRP’s Residential Credit Policy, when the $was not received, Mr [redacted] was assessed a late payment fee of $on June 16, As Mr [redacted] stated and per the Itemized Statement, he has been making payments towards his SRP account, however, the payments have not been for the full amount reflected on his bill Due to this, his account has been charged late payment fees and his balance was in arrears, which is why the $payment was necessary for reconnect on November 30, Please know that SRP bills and disconnect reminder notices have been mailed to Mr [redacted] service address so SRP has provided sufficient notification to him regarding his accountAs of today, December 1, 2016, Mr [redacted] account balance is $and does include the $plus tax ($59.98) disconnect fee I appreciate being given the opportunity to address Mr [redacted] concerns, but there is no wrongdoing or error on SRP’s part and I must uphold Mr [redacted] SRP bills and usage are accurate And while unfortunate, the disconnection of service was also valid I am willing to assist Mr [redacted] and believe that he would do well on SRP’s Budget Bill program and perhaps SurePay, if he would like to contact me so we can look at options for him, I can be reached at ###-###-####.Otherwise, SRP Residential Customer Services is able 24/to work with customers on account matters and their phone number is ###-###-####.Respectfully,Lori L [redacted] SrOmbudsmanSRP Consumer Affairs###-###-####

SRP Cons Affrs received and is in the process of thoroughly reviewing Ms [redacted] complaint An SRP Ombudsman has reached out to Ms [redacted] and has opened an investigation In the meantime more information/documentation has been requested from Ms [redacted] This customer and the Revdex.com will be notified once a decision has been made on this matter Thank you- SRP Consumer Affairs

Consumer Affairs has reviewed the complaint It appears there was a mistake on the 12/statement, but these were rectified when Ms [redacted] called the phone center and before any additional payments were received Ms [redacted] is on the Budget Billing Plan which can be misleading, as it is not always the most budget friendly, especially when you do not have one years' of usage history- which Ms [redacted] did not Both email and phone message have been left for Ms [redacted] to call our office to discuss further Thank youSRP Consumer Affairs

SRP Consumer Affairs advised [redacted] on 10/that requiring a deposit on her new account is in accordance with U.SCode Also, there is no evidence that SRP personnel tampered with [redacted] 's water meter and [redacted] has provided no further support regarding same

SRP has attempted to contact [redacted] by phone and email with no responseSRP mailed a response to [redacted] on 9/2/15, via ***, with enclosed Itemized Statements showing transactions on the current account in [redacted] name (spouse) and also the two prior accounts in [redacted] [redacted] nameThese accounts reflect a deposit of $87.50, only, for M-Power service [redacted] expressed an interest in Basic service which requires a $deposit, or an additional $187.50, but SRP will waive the additional deposit requirement as a courtesySRP does require that any pending balance on M-Power be paid in full prior to conversion to Basic service [redacted] or [redacted] are welcome to contact SRP's Residential Contact Center or SRP Consumer Affairs for additional assistance with their SRP electric service account

There is no $debt with SRPAll charges were paid in March

After a Consumer Affairs Ombudsman investigation, it was found that the SRP Credit department linked Mr [redacted] to the acquaintance in question through a public records search Although Mr [redacted] submitted information he thought proved his residency in MN during the time the balance was accumulated, the information did not demonstrate this and actually showed he was in AZ during part of the time in question In addition, the acquaintance listed Mr [redacted] as her spouse on her account and Mr [redacted] ' email address was the contact email listed on her account The ombudsman determined that although evidence suggests a close relationship between Mr [redacted] and the acquaintance, SRP did not provide sufficient evidence to solidify that Mr [redacted] benefited from power Therefore, the ombudsman decision was to remove the transferred balance from Mr [redacted] ' account and provide a refund for the amount he has already paid SRP Credit will determine how to collect the balance refunded to Mr [redacted]

SRP Consumer Affairs advised Mr [redacted] of a recent cable replacement job ( [redacted] ) in his neighborhood, which was completed on 10/SRP Consumer Affairs also discussed an upcoming large cable replacement job ( [redacted] , which is in Mr***'s areaThis job is currently in the design phaseIn addition, SRP Consumer Affairs was able to settle Mr***'s claim from damages in 7/ Thank you

SRP Consumer Ombudsman conducted a thorough investigation on this matter Engineers confirm no surges occur as a result of changing out metersThe power goes off for a brief period and it goes back on againThere are no additional or unique surges associated with the upgrade to more advanced metersDepending on the home wiring system and loads contained within the dwelling, internal fluctuations of voltage may occur It is the customers responsibility to take preventive measures as a first line of defense, which would include investing in surge protection for valuable computer equipment The age of this customer's surge protector (12yrs +) likely contributed to the problem here, and this was discussed with the customer There was some poor communication by SRP's Customer Services Group when the customer first reported the inciden, and although none of this had a direct impact on the damage, SRP Ombudsman took this into account and settled with this customer for $ It is an [redacted] requirement for SRP to have a W-form on file for every entity they pay In this case SRP will not withhold and this customer will not receive a because it is a reimbursement for property The check has been mailed and serves as full and final payment on this matter Consumer Affairs Ombudsman has closed this case

The Consumer Affairs Ombudsman office had visibility of this dispute on 8/1/and is conducting an investigation. SRP Rules & Regulations state "At SRP’s option, any Person, other than the Customer of record, who benefited from electric services provided by SRP may be held
responsible for payment." The Ombudsman office is investigating whether Mr*** benefitted from power at an address listed in the name of an acquaintance from July 2015-October and will contact Mr*** regarding his complaint

SRP Consumer Affairs contacted Mr***, via his provided email address, and apologized for the error as well as provided compensation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** ***

Delay in complaint visibility by SRPNo record of complaint notification being received by SRP Upon checking on another issue reported to Revdex.com, this complaint was foundRegarding this complaint, the Consumer Affairs Ombudsman office found that underground equipment failure was the cause of
the outage on 6/27, requiring a line crew to respond and repair the issue Records show crew had the customers back in power early the next morning However on 7/9, another underground failure occurred and a crew repaired the issue within hours The ombudsman reached out to the customer via telephone call on 7/and were told to call back on 7/

This matter has been resolved. SRP records show that on June 27, 2016, Mr*** contacted SRP's Customer Credit Services Department regarding this matter. The SRP Credit Specialist reviewed and explained the charges on Mr***'s SRP account and Mr*** indicated he then understood
why SRP performed the balance transfer. The SRP Credit Specialist offered MrG*** a payment arrangement; however Mr*** decided to pay the $1,in full to bring closure to this matter

I received email didn't realize I needed to waste my time replying have already had my wife contact srp and as soon as I pay the remainder of arrears I will switch to post pay bill with no deposit as stated in the email
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

After further discussion and research, Consumer Affairs Ombudsman found average daily kWh prior to and after meter issue within the billing cycle to be less than originally calculated by SRPTaking the days out that the customer said they were not home, the total bill should have been
around $65, not $106.33. A credit of $was placed on the account on 3/by a residential contact center supervisor. However, ombudsman felt an additional $should be credited based on usage calculations and for the customer's frustration dealing with the issue. Therefore, an additional $was added to the account on 3/