Natchez Trace Electric Power Association

Mrs [redacted] This morning I spoke with employees in the Eupora and Calhoun City officesI was told by the Eupora office that the disconnect order wasn’t worked until approximately 2:so you would have been without energy for a little less than an hour Hopefully this wasn’t long enough to have done any real damage to your refrigerated food We have never accepted such a partial payment on an account after the penalty date We do allow small balances to roll forward to the next month’s billing, but nothing like the $you intended to leave unpaid Making such an allowance would be unfair to all of the members who do make their complete payment each month We are also bound by federal law and our TVA contract to collect on all accounts because of the discriminatory issues that could arise from not doing soUnfortunately our customer billing software doesn’t operate in a real time environment The cashiers in each of our offices have to rely on phone calls to communicate payment on accounts in other districts that are made when the member is up for disconnect This rarely happens since most members make payment at their district office before their disconnect day Like you said, “retraining employees regarding communication” is something we needed to refresh ourselves on The issue was discussed in depth this morning Hopefully we won’t make the same mistake againWe apologize for any inconvenience you may have experienced [redacted] ***

Mrs. [redacted]   This morning I spoke with employees in the Eupora and Calhoun City offices. I was told by the Eupora office that the disconnect order wasn’t worked until approximately 2:15 so you would have been without energy for a little less than an hour.  Hopefully this wasn’t long...

enough to have done any real damage to your refrigerated food.  We have never accepted such a partial payment on an account after the penalty date.  We do allow small balances to roll forward to the next month’s billing, but nothing like the $106 you intended to leave unpaid.  Making such an allowance would be unfair to all of the members who do make their complete payment each month.  We are also bound by federal law and our TVA contract to collect on all accounts because of the discriminatory issues that could arise from not doing so. Unfortunately our customer billing software doesn’t operate in a real time environment.  The cashiers in each of our offices have to rely on phone calls to communicate payment on accounts in other districts that are made when the member is up for disconnect.  This rarely happens since most members make payment at their district office before their disconnect day.  Like you said, “retraining employees regarding communication” is something we needed to refresh ourselves on.  The issue was discussed in depth this morning.  Hopefully we won’t make the same mistake again. We apologize for any inconvenience you may have experienced.   [redacted]

Mrs. [redacted]   This morning I spoke with employees in the Eupora and Calhoun City offices. I was told by the Eupora office that the disconnect order wasn’t worked until approximately 2:15 so you would have been without energy for a little less than an hour. ...

Hopefully this wasn’t long enough to have done any real damage to your refrigerated food.  We have never accepted such a partial payment on an account after the penalty date.  We do allow small balances to roll forward to the next month’s billing, but nothing like the $106 you intended to leave unpaid.  Making such an allowance would be unfair to all of the members who do make their complete payment each month.  We are also bound by federal law and our TVA contract to collect on all accounts because of the discriminatory issues that could arise from not doing so. Unfortunately our customer billing software doesn’t operate in a real time environment.  The cashiers in each of our offices have to rely on phone calls to communicate payment on accounts in other districts that are made when the member is up for disconnect.  This rarely happens since most members make payment at their district office before their disconnect day.  Like you said, “retraining employees regarding communication” is something we needed to refresh ourselves on.  The issue was discussed in depth this morning.  Hopefully we won’t make the same mistake again. We apologize for any inconvenience you may have experienced.   [redacted]