Continental Divide Electric Coop, Inc.

March 20, 2017 Revdex.com Service New Mexico and Southwest Colorado 7007 Jefferson St. NE Ste A Albuquerque, New Mexico 87109 Complaint #[redacted] In researching your concerns, I found that you were disconnected on...

March 1, 2017 and made an online payment at 5:51 p.m, of $95.09 on the evening of March 1, 2017. Unfortunately, our online service does not advise the consumer that they need to contact the office for further information on their disconnected account. We are presently working with Smart Hub of the possibility in alerting the consumer that other charges may be pending for reconnection. Our automated service does have this feature. Our records also indicate that you were e-mailed a disconnection notice on February 20, 2017 at 11:00 a.m. ([redacted]) Your bill was being mailed each month to the address on the account. Because the account was under [redacted] who passed in 2010, and the billing was under his name but and the post office box was under [redacted], the postal service was returning the mail. In 2014 & 2015 we sent an employee to advise you of the problem. On March 2, 2017, you did come in with the documentation necessary to change the name on the account, which you had being residing in for several years. Because it was a disconnected account and there was not a deposit on the account our procedure is to request a deposit. If your account is in good standing for a period of one year this deposit is returned to you with interest. Whether it is a new service or a reconnection we do charge a fee of $50.00 to cover the cost of our employee(s) going out to connect/ reconnect service, These charges and the 3:00 p.m. deadline are filed with the [redacted] Public Regulation Commission. I do apologize that our employees did not fully work with you considering that you did have a toddler with a medical condition. Be assured that this issue has been addressed. If I can be of any assistance, please contact me. Sincerely,Carina *. S[redacted] Assistant General Manager