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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I do not consider this resolved [redacted] has contradicted herself in saying they do not have my card on file and then stating that she doesFurthermore, I followed my payment arraignments, it was disconnected early to a residence that had medical equipment to support a childAEC was made aware of this several timesI had no problem making payments or paying the entire balanceThey pushed the payments$was also charged on top of the bill before they would reconnectI would like this credited back to meEach message [redacted] sends back goes to prove my positionThey had my phone number, credit card information and an agreed upon payment planIf they had looked at the account they would have seen I was exceeding it and it's possible that there was a misunderstanding on their partInstead of a notice of any kind, they did notIt's absolute negligence on their partPlease also note again that they also hold a deposit on my account on top of everything elseIf this doesn't get resolved I feel my only option is to bring this into the courts and seek damages against [redacted] personally for gross negligence and AECI recorded the calls and advised of suchI've tried to resolve this, but unfortunately AEC does not believe they did anything wrong, nor have even offered an apology for the inconvenience their actions caused Regards, [redacted]

In response to complaint # [redacted] , member Jo [redacted] Adams-Columbia Electric Cooperative has not received any documentation indicating this member has filed bankruptcyThough Ms [redacted] has made payments there is still a balance in arrears Adams-Columbia Electric will make an arrangement with a member if they are arrangement eligible Members are arrangement eligible unless they have broken an arrangement within the last months, which is the case with Ms [redacted] If a member is arrangement ineligible the full arrears balance must be paid on or prior to the date indicated on the disconnect notice or service will be terminatedRegards, Mindy [redacted]

An account becomes delinquent and is subject to disconnection when it is days past due All member bills will reflect a past due message if a past due balance occurs, upon an account becoming days past due a separate delinquent notice is sent, and a follow up phone call is made to the phone number we have on file If a member does not respond to the message on their bill, the separate delinquent notice or phone call by paying their past due balance or contacting our office to set up a payment arrangement the account is ultimately disconnected Upon disconnection for delinquency, the reconnect fee is required, and an additional deposit may be required, as stipulated on the delinquent notice To remain fair and equitable to each member Adams-Columbia follows the same procedures for accounts in arrears and requires the same reconnect fee on any account being reconnected after a delinquent disconnection Adams-Columbia Electric Cooperative does not conduct business in a covert manner, all disconnections for delinquency occur during regular business hours, upon proper notice

In response to complaint #***, the electric service of this member (customer) was disconnected 5/19/for not honoring a deferred payment arrangement on arrears, some of which dated back well into the previous year. The complaint states Mr*** called but was unable to gain access to
his account. The only interaction during this timeframe we had with Mr*** was on 4/1/15; he called and requested his balance which was quoted to him as $614.55. We have no record of being contacted by Mr*** or a sublet to switch service into a sublet’s name. In such an instance, the sublet would have to contact the cooperative to take responsibility for the billing prior to any transfer of service. Electric service has been in Mr***’s name since 4/11/13, allowing him full access to the account.There is no record of Mr*** enrolling in or contacting the cooperative to inquire about an auto-pay program, and the cooperative cannot store credit card information provided for a single transaction.On 4/13/15, Mr*** called and made a deferred payment arrangement and at that time paid $100.00. At that point, the previous payment made on this account was on 10/29/The arrangement consisted of three payments due, with the first payment, $to be made 4/17/15, the second payment, $to be made 5/1/15, and the third payment, $to be paid 5/15/15. The payment due 5/15/was not received resulting in the service being disconnected.When payment arrangements are made it is explained over the phone and followed with a letter stating that if any of the promised payments are not made on the agreed upon date the member will be ineligible to make arrangements for months and service will be disconnected without further notice. To reinstate service following disconnection for arrears the cooperative requires a service reconnection fee as well as all amounts owed for service already received, and possibly additional security deposit amounts.Mr*** paid the amount for reconnection at 6:29pm 5/19/15, and his service was restored at9:p.m. that same evening. During the reconnection process, the cooperative’s vehicle remained on the member’s circle, blacktop driveway at all times. Regards, *** ***Manager- Member ServicesADAMS-COLUMBIA ELECTRIC COOPERATIVE###-###-####, Ext 201***

Revdex.com Complaint#*** Information available to Adams-Columbia Electric Cooperative prompted us to require validation that occupancy had changed at this location. We have been working with the owner of the property to obtain that validation. Several conversation have taken place
discussing meeting with her at the location to verify the property is vacant, indicating to her that if occupancy has not changed we would be unable to reconnect the serviceThe owner has not requested to have the payment she made toward the deposit balance refunded nor has she indicated she no longer wants to have the service put into her name. Adams-Columbia would only initiate the refund of the deposit if the request for service was cancelledAdams-Columbia Electric employees are not waiting at bus stops as indicated in the complaint; however, routinely have work in the area of the location

Regarding complaint #[redacted], additional details follow.  Please note that Adams-Columbia Electric Cooperative (ACEC) takes exception to the libelous assertions of dishonesty.    Per Mr. [redacted]’s conversation with an ACEC Customer Service Representative, his deferred payment arrangement was set up on the dates he requested and dollar amounts he specified for his balance owing of $614.55.  Those terms, and the payments made toward those terms follow:  Date Due          Amount Due                         Amount PaidApril 13, 2015 - $ 100.00                 $100.00 Paid April 13, 2015April 17, 2015 - $100.00                  $200.00 Paid April 17, 2015May 1, 2015 - $100.00                     Paid with previous payment on April 17, 2015May 15, 2015 - $314.55                   Unpaid resulting in disconnection of service The terms of the deferred payment arrangement were not kept, thereby service was disconnected.   ACEC does indeed use an after- hours service to dispatch crews and process payments from the hours of 4:30 p.m. to 8:00 a.m., Monday through Friday, weekends, and holidays.  An ACEC employee was dispatched to reconnect service, not a third party contractor.  ACEC uses a hosted, secure website service to provide members the opportunity to view a summary of their account details, and make single transaction payments.  As a convenience feature, users can choose to have credit card information retained on the payment site, so it doesn’t have to be typed in each time a payment is made.  That retention of credit card information is unique to that payment website and host, and does not carry over to ACEC stored customer data. To provide the most efficient and secure means of processing payments outside of regular business hours, the afterhours service accesses the same website and information as the member would.  They do not have access to ACEC’s internal customer information system.  If they process a payment on the member’s behalf, it is handled through this website.  If the option has been chosen to store the credit card information on this payment site, the credit card information is populated only during the payment process, the same as if the member was making payment themselves.  This is why Mr. [redacted] was asked if he wanted to use the same credit card. A review of the calls surrounding this matter clearly indicate that Mr. [redacted] was explicitly informed he could not set up automatic payments on a deferred payment arrangement, and that he indicated he would phone the payments in.       ACEC considers this matter completely resolved.    Regards, [redacted]Manager- Member ServicesADAMS-COLUMBIA ELECTRIC COOPERATIVE###-###-####, Ext 201m[redacted]@acecwi.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not consider this resolved. [redacted] has contradicted herself in saying they do not have my card on file and then stating that she does. Furthermore, I followed my payment arraignments, it was disconnected early to a residence that had medical equipment to support a child. AEC was made aware of this several times. I had no problem making payments or paying the entire balance. They pushed the payments. $230 was also charged on top of the bill before they would reconnect. I would like this credited back to me. Each message [redacted] sends back goes to prove my position. They had my phone number, credit card information and an agreed upon payment plan. If they had looked at the account they would have seen I was exceeding it and it's possible that there was a misunderstanding on their part. Instead of a notice of any kind, they did not. It's absolute negligence on their part. Please also note again that they also hold a deposit on my account on top of everything else. If this doesn't get resolved I feel my only option is to bring this into the courts and seek damages against [redacted] personally for gross negligence and AEC. I recorded the calls and advised of such. I've tried to resolve this, but unfortunately AEC does not believe they did anything wrong, nor have even offered an apology for the inconvenience their actions caused. 
Regards,
[redacted]

An account becomes delinquent and is subject to disconnection when it is 60 days past due.  All member bills will reflect a past due message if a past due balance occurs, upon an account becoming 60 days past due a separate delinquent notice is sent, and a follow up phone call is made to the...

phone number we have on file.  If a member does not respond to the message on their bill, the separate delinquent notice or phone call by paying their past due balance or contacting our office to set up a payment arrangement the account is ultimately disconnected.  Upon disconnection for delinquency, the reconnect fee is required, and an additional deposit may be required, as stipulated on the delinquent notice.    To remain fair and equitable to each member Adams-Columbia follows the same procedures for accounts in arrears and requires the same reconnect fee on any account being reconnected after a delinquent disconnection.    Adams-Columbia Electric Cooperative does not conduct business in a covert manner, all disconnections for delinquency occur during regular business hours, upon proper notice.

In response to complaint #[redacted], member Jo [redacted].  Adams-Columbia Electric Cooperative has not received any documentation indicating this member has filed bankruptcy. Though Ms. [redacted] has made payments there is still a balance in arrears.  Adams-Columbia Electric will make an...

arrangement with a member if they are arrangement eligible.  Members are arrangement eligible unless they have broken an arrangement within the last 12 months, which is the case with Ms. [redacted]. If a member is arrangement ineligible the full arrears balance must be paid on or prior to the date indicated on the disconnect notice or service will be terminated. Regards, Mindy [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business is not being honest at all. They use a 3rd party company after hours and none of the information they stated was accurate. Further more, my 2nd payment was not $100.00, it was more. The payment due date was not the 5/15 either. The driver did not stay on the black top either, again, this is a third party contractor. They also charged me $230.00 to reconnect, which I should not have been charged because I followed the terms of the agreement. They also do have my card on file. When they ask for payment, first thing they say would you like to pay with your card ending in xxxx?  It would be nice if they could show a little honesty. All calls are recorded they quote, it's obvious the ACE rep that responded to this didn't listen to the calls, or does not know her own companies practices. 
Regards,
[redacted]