Beneficial Mortgage Corporation Of America

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,
*** ***

SRP did contact me and asked to review the information that was initially sent to them. They did not ask me for more information but rather copies of the same information I had previously sent. Upon the Umbudsmans review of the information she determined that although my personal equipment was damaged, there was no negligence on their part when the meter was switched. She did however explain that SRP was negligent in how the situation was communicated to me.  No notice was given as to a switch taking place.SRP denied any power outage at the home the day of the exchange, SRP further denied the meter had been switched at all, then recanted and admitted that yes, the meter had been switched and proceeded in stating that even though damage can occur to household electronics during any type of outage, that the problem was in my surge protectors that have been working fine until this incident. SRP offered to pay me 750 for a 2000 computer. Then in order to get a check from them they sent me a w9 form. I was not a contracted worker for them yet this form will ensure I pay taxes as if I was contracted to work for them and they paid me $750 toward my yearly income. I hope you are astonished at the lengths a wealthy company will go to in order to not take responsibility for damages, write a check for reimbursements then make the party whose goods were damaged pay taxes on that reimbursement. I certainly am.

Issue Received on 06/19/2017: [redacted] did not disclose how she was referred to Consumer Affairs, but she has been in contact with the Residential Contact Center (RCC). [redacted] is upset that her $100.05 refund check still has not arrived. [redacted] has been advised by RCC that the initial check was...

mailed on 6/5, but she still does not have it. [redacted] demands that SRP reissue another check and overnight it to her today, 6/19. [redacted] is also upset that she has been given misinformation about the timeframe to receive her refund check and on how to properly return her M-Power UDT. [redacted] is irate that SRP conducts business this way and may file a complaint with the Revdex.com. Resolution by Consumer Affairs on 06/23/2017: Consumer Affairs (CA) apologized for perceived misinformation regarding the M-Power UDT return. [redacted] was upset that she spent so much time at the PAB vestibule for the UDT return and was not told there was a phone there she could use to contact a representative for assistance. [redacted] was also confused about the 21 day timeframe to receive her refund check. CA explained SRP's refund check policy again. [redacted] still demanded that a check be sent right away. CA verified with SRP Customer Accounting Representative that the initial check was mailed on 6/5 and it has not been cashed or returned. CA advised Customer Accounting Representative to issue stop payment on the existing refund check, issue new $100.05 check and have the check overnighted to [redacted]. Customer Accounting Representative reissued check on 6/21 and overnighted via FedEx for 10:30 a.m. delivery on 6/22.

Revdex.com:
I
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

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

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

SRP Consumer Affairs verified incorrect information was provided to [redacted] via email regarding the length of her bill after her request to change the due date.  SRP Consumer Affairs applied a credit to [redacted]'s SRP account to cover the cost of her bank's return check fee.  Also, no...

SRP fee was added to [redacted]'s account due to the returned check.  As requested Surepay has been removed from [redacted]'s account and a custom due date has been set to begin in March.  [redacted] informed the SRP Ombudsman that she has set up automatic payments with her bank with the payments arriving prior to the new due date each month.  The SRP Ombudsman has included this information and the dates the emails to SRP management for visibility.

SRP's response to [redacted] concerns are attached - Thank you.

SRP Consumer Affairs advised Mr. [redacted] of a recent cable replacement job ([redacted]) in his neighborhood, which was completed on 10/3. SRP Consumer Affairs also discussed an upcoming large cable replacement job ([redacted], which is in Mr. [redacted]'s area. This job is currently in the design...

phase. In addition, SRP Consumer Affairs was able to settle Mr. [redacted]'s claim from damages in 7/2016.  Thank you.

SRP Consumer Affairs advised [redacted] on 10/18 that requiring a deposit on her new account is in accordance with U.S. Code 366. Also, there is no evidence that SRP personnel tampered with [redacted]'s water meter and [redacted] has provided no further support regarding same....

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].

M-Power meter exchanged on 11/6. On 11/27, Nicole called SRP’s Residential Contact Center (RCC) and stated M-Power is costing too much. The RCC representative offered to assist Nicole with a breaker test (to determine if there were any issues), but she refused and ended call. In addition, Nicole...

may not be accounting for the $20 plus tax monthly service charge included in the cost per hour displayed on the UDT (display terminal). Per Consumer Affairs request, a Sr. M-Power Specialist analyzed [redacted] usage and purchases, but found nothing out of the ordinary occurring since the meter exchange. Based 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 60-90 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]Sr. OmbudsmanSRP Consumer Affairs

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 $20 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 billed. If SRP does not receive a customer’s payment by the close of business on the 21st day after billing, the account becomes delinquent. SRP will mail a reminder notice to the customer and a late fee (currently the greater of $5 or 2% of the billing amount, plus tax) will be added to the customer’s account. If 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 6574 S Pearl in Chandler.  I requested the Itemized Statement from May 23, 2016 to present and the reason for this is on May 23, 2016, Mr. [redacted] account balance was current with $61.12 due by June 14, 2016.  Per SRP’s Residential Credit Policy, when the $61.12 was not received, Mr. [redacted] was assessed a late payment fee of $5.46 on June 16, 2016.  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 $150.86 payment was necessary for reconnect on November 30, 2016. 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 account. As of today, December 1, 2016, Mr. [redacted] account balance is $102.04 and does include the $55 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 24/7 to work with customers on account matters and their phone number is ###-###-####.Respectfully,Lori L[redacted]Sr. OmbudsmanSRP Consumer Affairs###-###-####

My name is
Lori L[redacted], and as an Ombudsman in SRP’s Consumer Affairs Department I
review customer complaints and concerns. When the Arizona RevDex.com (Revdex.com) forwarded your complaint to our office, I requested a copy of
SRP’s claim file, which I have reviewed.  This...

morning,
12/14, I also listed to the recorded phone you made to SRP’s Residential
Contact Center (RCC) on 11/19.  While you
were initially speaking with an RCC representative named Kate, you indicated
that you were unable to load the $10 purchase you made to your M-Power box.  Kat was prepared to reissue the credit,
however because you were waiting on a ride to the airport to catch a flight,
you were unable to go to a PayCenter to retrieve the $10.  As a result of this, Kate consulted with an RCC
Lead representative named Kim and informed her of your predicament and that you
were concerned about food spoilage.When you and
Kim spoke, given the fact you were going out of town for a week, Kim agreed to
make an exception and had an SRP Fieldman dispatched to your home to initiate a
7 Day E-Code, which is an “emergency” code so you would have power.  The recorded phone call indicates that you
agreed to pay back any usage costs and you also indicated that the 7 days would
be sufficient to keep you in power for the period of time you would be away.  However, according to SRP M-Power records, it
appears you were gone longer than the 7 Day E-Code so your power went out.  Because I did not want to base my decision
solely on this information, I asked a Senior M-Power Operations Specialist to
review your account and estimate how long your $10 purchase would have lasted
had it loaded to your M-Power Box. 
According to the Senior M-Power Operations Specialist, had your $10 purchase
loaded on 11/19, based on usage history information, it is possible that power
would have been on upon your return home. Please know SRP
does not guarantee random equipment failure and there was no SRP negligence in
this matter, so I do uphold SRP’s Claim Agent’s denial for food spoilage.  SRP also encourages M-Power customers to keep
a second card to use in event of an emergency, such as this.  Also, understanding that you were up against
time constraints, SRP RCC Lead, Kim, did her best when she made the exception
and issued the 7 Day E-Code order in an attempt to rectify the issue.  However, as a customer service gesture, I
have requested a $75 credit be added to your SRP M-Power account.  If you have any questions concerning my
decision, please contact me at 602-236-2196.

SRP Consumer Ombudsman conducted a thorough investigation on this matter.  Engineers confirm no surges occur as a result of changing out meters. The power goes off for a brief period and it goes back on again. There are no additional or unique surges associated with the upgrade to more advanced meters. Depending 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 $750.
It is an [redacted] requirement for SRP to have a W-9 form on file for every entity they pay.  In this case SRP will not withhold and this customer will not receive a 1099 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.

October 6, 2016     [redacted] Queen Creek, AZ  85142   RE:  SRP Bill Account #[redacted]   Dear Mr. [redacted]:   The Revdex.com forwarded your complain to SRP Consumer Affairs for review.    Although there are...

certain aspects of your complaint that I need more time to research, such as why your mail was still being sent to [redacted] in Gilbert (which is where SRP bills, SRP’s disconnect notices and other correspondence were mailed) along with the problem you had with the online extension request, I would like to advise you of some good news.  SRP records show you have been a longtime customer and based on your letter and current accounts receivables, I am waiving the $275 additional deposit.  The $275 deposit is billed into two-installments, so I have reversed the first installment of $138 and the remaining installment of $137 will be cancelled.  I have also reversed the $59.71 disconnect fee. After reversing the $138 and $59.71, your SRP account balance is now $150.26 and is the amount due on October 14, 2016.   Please know that I am sorry for the frustrations you have experienced and this is one of the reasons I wanted to enter these adjustments today since I will be out of the office until Tuesday, October 11th.  However, upon my return, if you would please call me at your convenience, I would like to speak with you and hopefully determine if there is something more that I can do, or rather that we can do together with respect to your SRP account.   Kind Regards, Lori L[redacted] Sr. Ombudsman SRP Consumer Affairs ###-###-####

SRP has attempted to contact [redacted] by phone and email with no response. SRP mailed a response to [redacted] on 9/2/15, via [redacted], with enclosed Itemized Statements showing transactions on the current account in [redacted] name (spouse) and also the two prior accounts in [redacted]...

[redacted] name. These accounts reflect a deposit of $87.50, only, for M-Power service. [redacted] expressed an interest in Basic service which requires a $275.00 deposit, or an additional $187.50, but SRP will waive the additional deposit requirement as a courtesy. SRP 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.

Consumer Affairs has reviewed the complaint.  It appears there was a mistake on the 12/28 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 you. SRP Consumer Affairs