Northern Virginia Electric Cooperative

Review: Company is insisting on charging me for electric service for a period of time past when my lease had been terminated. Having contacted them about the issue, they refuse to bill the apartment complex for the time following the termination of my lease.Desired Settlement: I would like them to bill my apartment complex for the time period after april 17 as that is when my legal obligation to that apartment ended.

Review: We are a struggling military family who is one payment past due. My wife has just started a job so we can catch up on our bills. A month ago is when our lateness first started. My mother came down and told us she has cancer so were dealing with that situation. At that time a man from the NOVEC energy company came while we were not at home and told my family that he better get payment within 20 minutes or hes shutting it off. He was extremely rude. Today was the same situation. Even though we're behind they still manage to get paid. We never receive late notices before the shut off the electric and when I called to work out something with them they said absolutely not and that we had to pay this months and next months ($400) for them to turn it back on. I have two small children and I wash hoping this company would have some respect and understanding, especially when we called to work something out.Desired Settlement: We hope that if in the future if we're late that they send us a notice before shuttin git off. We also hope for an apology for the way we've been talked to by customer service and by the people who come to our house.

Business

Response:

Fwd: Attention **. [redacted]

Re Complaint #[redacted]Inboxx

Revdex.com of Metro DC and Eastern PA

Aug 26 (3 days ago)to me----------

Forwarded message ----------

From: Customer Service (NOVEC) <[email protected]>

Date: Mon, Aug 26, 2013 at 2:34 PM

Subject: Attention **. [redacted] Re Complaint #[redacted]

To: "[email protected]" <[email protected]>

Cc: "[redacted], Mike" <[redacted]>, "[redacted], [redacted]" <[redacted]>, "[redacted], [redacted]" <[redacted]>, "[redacted], [redacted]" <[redacted]>,

"[redacted]" <[redacted]>

26 August 2013

Revdex.com of Metro Washington DC and Eastern Pennsylvania

1411 K Street, NW 10th Floor

Washington, DC 20005-3404RE: Complaint #[redacted]

- [redacted]

Greetings **. [redacted]

first I would like to express my sincerest regrets and apologize to **. [redacted] and his family if any NOVEC employee was perceived by **. [redacted] to be rude or impolite particularly during this time of personal tragedy and misfortune for his family as referenced in his complaint. We appreciate the choices that our military, the epitome of equity and fairness in this country, make to keep our nation safe through choice of employment which reinforces our resolve to ensure that all members are treated fairly and equally.

Like a significant number of businesses, NOVEC’s normal business hours are generally 8:00 a.m. to 5:00 p.m. Monday- Friday. As such collectors conduct their duties during those hours. Because NOVEC generally does not make any kind of payment arrangements there will be times when our employees may have to be firm with our members regarding deadlines, amounts, due dates, and procedures, which may be perceived as being rude or impolite. Per NOVEC procedures as outlined in the Owners’ Manual provided to each customer and also available online at www.novec.com under the “Contact Us” and “Publications” links:“Customers with past-due balances will be notified in writing on the next billing statement that the account must be paid within 10 days. This is the only notification that will be issued. If payment is not made within the 10-day period, NOVEC personnel will make a collection visit. A $40 collection fee will then be added to the amount due. If payment is not made at the time of the visit, service may be disconnected without further notice. Upon payment of all amounts due to NOVEC, service may be reconnected during normal business hours.” **. [redacted] alleges that NOVEC did not provide any notice before his service was shut off, however a review of **. [redacted]’s account reveals that on 7/11/2913 a bill for $607.99 which included a past due amount of $390.56 generated with a cutoff notice of 7/25/2013 if the past due amount was not received by the 7/25/2013 due date. NOVEC contracts with the United States Postal Service to return any undelivered bills to

NOVEC, however there is no indication that any of **. [redacted]’s bills were returned to NOVEC. As a result, on 8/8/2013 when the past due amount still had not been received, a technician was dispatched to his home to collect the past due amount or disconnect service. In lieu of immediately disconnecting the service, as an additional courtesy, the technician granted additional time for **. [redacted] to make his payment on 8/8/2013 and it was only after that additional time expired, that **. [redacted]’s service was interrupted. We sincerely regret that **. [redacted]’s service was interrupted and apologize if any employee appeared rude to him, our review reveals that **. [redacted] received sufficient notice and that all NOVEC employees followed NOVEC procedures and acted within the scope of their authorities. I hope this resolves the situation for **. [redacted].

[redacted],

[redacted]NOVEC Customer Service

Review: NOVEC failed to pay a [redacted] Balance of $693.54. I have all documentation stateing the balance.Desired Settlement: NOVEC pay the [redacted] Balance of $693.54

Consumer

Response:

NOVEC was my electricity supplier, to my home. When I relocated, and was no longer useing there service they paid only part of my 1993-2009 [redacted] Credit. My balance for 2009 was $710.47,they paid me only $16.93; which leaves an unpaid balance of $693.54. My account number was #[redacted].