TO: Revdex.comFROM: Joe G*** Director - Customer Care El Paso Electric CompanyDATE: June 28, 2017RE: Complaint No***Please accept the following response in answer to Complaint No*** filed
with the Revdex.com (“Revdex.com”) by *** ** *** (“Complaint”) against El Paso Electric Company (“EPE”) concerning electric service at *** ** *** *** *** ** *** (“Service Address”)In my capacity as EPE’s Director - Customer Care, I will answer as the respondent for EPE.In reading the complaint forwarded to EPE by the Revdex.com on June 16, via United States Postal Service and received at EPE on June 21, 2017, I understand the issue to be as follows:Complainant’s IssueComplainant states that EPE neglected to tell him prior to changing the name on his electric service account that there was a fee for this service.Account InformationEPE provided electric service at *** ** *** *** *** ** *** to *** ***, EPE account number *** , from August 18, through June 13, 2017.EPE has provided electric service at *** ** *** *** *** ** *** to *** ***, EPE account number ***, since June 13, 2017.On June 13, 2017, Complainant contacted EPE via telephone to change the electric service account to his nameEPE Response to Complainant’s IssueEPE desires to answer the Complainant’s issue specifically with the following informationThe information is true and correct to the best of my knowledge.Complainant states that EPE neglected to tell him prior to changing the name on his electric service account that there was a fee for this service.On June 13, 2017, Complainant contacted EPE via telephone to change the electric service account to his nameEPE’s Customer Service Representative (CSR) processed the order and changed electric service account to Complainant’s name.ConclusionEPE has reviewed its records and acknowledges Complainant was not notified of the $NM- New Service StaMeter Reading Required charge prior to changing the name on the accountEPE has reversed the NM-New Service StaMeter Reading Required charge and credited $to Complainant’s electric service account.If additional information is needed, please contact me at *** or ###-###-####. Sincerely,Joe G***Director - Customer Care
Complaint: ***
I am rejecting this response because:
I did not receive the notice of shut off or a telephone call informing me of the shut offI did receive the bill in the mail, but not the noticeHad I received either of those I would have paid the bill immediatelyI was waiting for my husbands next paycheck as he had recently changed jobs and had a bigger gap between checks than normal
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
The customer has had her service reconnected and been placed on a payment arrangement. She was reconnected the same day at the next day fee. The account was disconnected for non payment under our rules of operation and the customer was given proper notice. The customer was also responsible to...
contact company after her initial payment of 150 was made and she did not call back to make any arrangements.
In my speaking with Mrs. [redacted], she is disputing the charging of a deposit to secure her account. EPE does not initially charge a residential customer a deposit and only does so when that customer has been disconnected for non-payment. When that occurs our system will automatically...
bill the customer the appropriate deposit. This process is spelled out in the EPE "Your Rights as a Customer". The process for notifying a customer that they are past due on their billing. I have attached the Notification that was sent to Mrs. [redacted] on 10/13/16. I have also attached the customers 10/19/16 billing that indicates the past due amount. After the expiration of that notification, our records show that EPE successfully completed a telephone notification to the customer on 10/27/16. The customer was disconnected for non-payment on 11/3/16.
Complaint: [redacted]
I am rejecting this response because: It was not made clear to me that I was supposed to call back to make arrangements. I appeared IN PERSON at the El Paso Electric Offices and told the agent I would be paying my balances due to my circumstances that I have already explained many times over. ELPE allowed this account to roll over many times, in spite of service disconnections due to non payment. Services were being used by my ex husband who accrued a [redacted] of $667. over several months and now I'm having to pay this amount. Because ELPE did not provide me with adequate and timely, or immediate notice of impending electricity shut off, all my food was spoiled. See attached photos and itemized amount. ELPE decided to disconnect services over the Columbus Day holiday, which overlapped the public schools fall break. We went out of town on Wednesday, Oct. 7 and were NEVER informed that services would be disconnected the very next day. When we returned at 4 AM on Tuesday, Oct 13, everything was dark, all our food had spoiled, and we had no heat for our home. As I informed ELPE, I HAVE A SPECIAL NEEDS CHILD, and I could neither bathe, feed, or comfort him after arriving in a dark and cold home without food or electricity! My son follows a special diet, per his doctor, but he had no food available to him for several hours! The special food he eats was unavailable as all the food in the refrigerator and freezer was SPOILED. ELPE was NEGLIGENT and acted recklessly in shutting off electricity in such a malicious manner, over a holiday weekend without appropriate notice, and without regard as to how it would affect us. I have many more photos of our spoiled food that ended up in the trash. I am a single mom, on disability, and NOT receiving food stamps or ANY public assistance. As such, I cannot afford to be throwing food away in this manner, only because ELPE failed to give me appropriate and timely notice so I could have made an emergency payment in order for services to NOT be cut off over a holiday weekend!Here is an itemization of food that was spoiled:Salmon 1.5 Lb bags $28Chicken $15TVdinner $3Pizzas $15Waffles 2 boxes $10Blueberries $7Chicken Flatbread $12Veggie Burgers $12Frozen Vegetable Bags $24Whole Chicken $5Cheesecake $13Cool Whip $4Milk $4Butter $3Juice $3Tortillas $3Carrot Juice $6Coffee Creamer $5Cheese Sticks $8Lunch Meat $8Cheese Slices $8Mayo $5Organic Eggs $6TOTAL = $293 WORTH OF FOOD THAT WAS SPOILED. WHO is going to replace that value??
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
TO: Revdex.comFROM: Joe G*** Director - Customer Care El Paso Electric CompanyDATE: June 28, 2017RE: Complaint No***Please accept the following response in answer to Complaint No*** filed
with the Revdex.com (“Revdex.com”) by *** ** *** (“Complaint”) against El Paso Electric Company (“EPE”) concerning electric service at *** ** *** *** *** ** *** (“Service Address”)In my capacity as EPE’s Director - Customer Care, I will answer as the respondent for EPE.In reading the complaint forwarded to EPE by the Revdex.com on June 16, via United States Postal Service and received at EPE on June 21, 2017, I understand the issue to be as follows:Complainant’s IssueComplainant states that EPE neglected to tell him prior to changing the name on his electric service account that there was a fee for this service.Account InformationEPE provided electric service at *** ** *** *** *** ** *** to *** ***, EPE account number *** , from August 18, through June 13, 2017.EPE has provided electric service at *** ** *** *** *** ** *** to *** ***, EPE account number ***, since June 13, 2017.On June 13, 2017, Complainant contacted EPE via telephone to change the electric service account to his nameEPE Response to Complainant’s IssueEPE desires to answer the Complainant’s issue specifically with the following informationThe information is true and correct to the best of my knowledge.Complainant states that EPE neglected to tell him prior to changing the name on his electric service account that there was a fee for this service.On June 13, 2017, Complainant contacted EPE via telephone to change the electric service account to his nameEPE’s Customer Service Representative (CSR) processed the order and changed electric service account to Complainant’s name.ConclusionEPE has reviewed its records and acknowledges Complainant was not notified of the $NM- New Service StaMeter Reading Required charge prior to changing the name on the accountEPE has reversed the NM-New Service StaMeter Reading Required charge and credited $to Complainant’s electric service account.If additional information is needed, please contact me at *** or ###-###-####. Sincerely,Joe G***Director - Customer Care
Complaint: ***
I am rejecting this response because:
I did not receive the notice of shut off or a telephone call informing me of the shut offI did receive the bill in the mail, but not the noticeHad I received either of those I would have paid the bill immediatelyI was waiting for my husbands next paycheck as he had recently changed jobs and had a bigger gap between checks than normal
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
The customer has had her service reconnected and been placed on a payment arrangement. She was reconnected the same day at the next day fee. The account was disconnected for non payment under our rules of operation and the customer was given proper notice. The customer was also responsible to...
contact company after her initial payment of 150 was made and she did not call back to make any arrangements.
In my speaking with Mrs. [redacted], she is disputing the charging of a deposit to secure her account. EPE does not initially charge a residential customer a deposit and only does so when that customer has been disconnected for non-payment. When that occurs our system will automatically...
bill the customer the appropriate deposit. This process is spelled out in the EPE "Your Rights as a Customer". The process for notifying a customer that they are past due on their billing. I have attached the Notification that was sent to Mrs. [redacted] on 10/13/16. I have also attached the customers 10/19/16 billing that indicates the past due amount. After the expiration of that notification, our records show that EPE successfully completed a telephone notification to the customer on 10/27/16. The customer was disconnected for non-payment on 11/3/16.
Complaint: [redacted]
I am rejecting this response because: It was not made clear to me that I was supposed to call back to make arrangements. I appeared IN PERSON at the El Paso Electric Offices and told the agent I would be paying my balances due to my circumstances that I have already explained many times over. ELPE allowed this account to roll over many times, in spite of service disconnections due to non payment. Services were being used by my ex husband who accrued a [redacted] of $667. over several months and now I'm having to pay this amount. Because ELPE did not provide me with adequate and timely, or immediate notice of impending electricity shut off, all my food was spoiled. See attached photos and itemized amount. ELPE decided to disconnect services over the Columbus Day holiday, which overlapped the public schools fall break. We went out of town on Wednesday, Oct. 7 and were NEVER informed that services would be disconnected the very next day. When we returned at 4 AM on Tuesday, Oct 13, everything was dark, all our food had spoiled, and we had no heat for our home. As I informed ELPE, I HAVE A SPECIAL NEEDS CHILD, and I could neither bathe, feed, or comfort him after arriving in a dark and cold home without food or electricity! My son follows a special diet, per his doctor, but he had no food available to him for several hours! The special food he eats was unavailable as all the food in the refrigerator and freezer was SPOILED. ELPE was NEGLIGENT and acted recklessly in shutting off electricity in such a malicious manner, over a holiday weekend without appropriate notice, and without regard as to how it would affect us. I have many more photos of our spoiled food that ended up in the trash. I am a single mom, on disability, and NOT receiving food stamps or ANY public assistance. As such, I cannot afford to be throwing food away in this manner, only because ELPE failed to give me appropriate and timely notice so I could have made an emergency payment in order for services to NOT be cut off over a holiday weekend!Here is an itemization of food that was spoiled:Salmon 1.5 Lb bags $28Chicken $15TVdinner $3Pizzas $15Waffles 2 boxes $10Blueberries $7Chicken Flatbread $12Veggie Burgers $12Frozen Vegetable Bags $24Whole Chicken $5Cheesecake $13Cool Whip $4Milk $4Butter $3Juice $3Tortillas $3Carrot Juice $6Coffee Creamer $5Cheese Sticks $8Lunch Meat $8Cheese Slices $8Mayo $5Organic Eggs $6TOTAL = $293 WORTH OF FOOD THAT WAS SPOILED. WHO is going to replace that value??
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]