NOVEC

There will be no adjustment to ***'s account to waive the $collection fee
*** ***
NOVEC Customer Service Supervisor

Hello,We connected *** *** on 08/02/and no payment was received until 11/09/Between 08/02/and the disconnect for non-pay on 11/08/2016, two bills were generated: The first on 09/12/for $and the second on 10/12/for $Customer made a payment for $on
11/09/We were not aware of *** *** travels, or his spouse language or background as he mentioned and NOVEC cannot be party to what *** *** mentionedWe however emailed bills per request to the management company at ***@***.com but no payment was receivedWe went ahead and as we usually do to attempt to collect on the past due before we disconnected on 11/08/but nothing was providedWe disconnected on 11/08/Customer called the same day complaining and the reps stated to him that the tech cannot be party to what the customer said in regard to his wife language issues or his travelsThe customer called again and another rep informed him that we have been sending the bills per request to the management company but we cannot be party to whether they pay or notCustomer is responsibleCustomer escalated and I spoke with him and reiterated what took place and advised to pay before 5:00PM to reconnect which he did and we reconnected on the same dayUnfortunately, we cannot waive any of the fees the customer requestedOur techs go to disconnect and reconnect and the EZ Pay system is an independent system for customers' convenience to pay and provide us with an opportunity to live see payments and take action in the customer's best interestNOVEC as well places a deposit once an account is disconnected for Non-PayPlease do not hesitate to reach for me if you have further questions or concerns.Regards,Jamil S*NOVEC Customer Service Supervisor*** *** ***

This is by far the worst electric company I have ever dealt withAbsolutely deplorable "customer service," they can't even calculate their own bills correctlyThey completely ignored the date I requested them to stop my service so I had to pay for almost two weeks of electricity that was used by my apartment complex after I was completely moved out of the areaTheir best explanation for why my bill more than doubled when I was not living there for the most part for several months (with everything left unplugged and turned off) was that "they don't know when I'm there or not." I am absolutely disgusted by this horrendous business and the people who work thereNovec is not only the worst electric company I've ever dealt with, but probably the worst company in general

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

**. and [redacted] have been delinquent on their electric bill since March 2015.  Their payment history shows payments being received 5-15 days late and as a...

consequence, every bill since March 2015 has included a disconnect notice.
 
Their August bill had a disconnect notice that $440.76 was due by August 29th to prevent an interruption in service.  When there was no response to the notice on the bill, we left a door notice on September 2nd  that the account was overdue.  When no payment was made, they were disconnected for non-payment on September 17th.
 
In addition to the disconnect notices on the bills, we also attempted to call the number listed on the account on 2 separate occasions.  NOVEC made 4 attempts each on 7/28/2015 at 12:35 PM and on 8/31/2015 at 1:26 PM.  The calls rang thru but were never picked up. 
 
Their September bill did have a disconnect notice, but they were disconnected based on the disconnect notice on the August bill, not the September bill.
 
The [redacted]’s will not receive any compensation, or have fees waived based on being disconnect for non-payment of their bill.
 
 
Pamela R[redacted]
Customer Service Supervisor
NOVEC

This complaint was originally responded to via the Revdex.com website process on 9/17/2015.  Below is a second reply to the complaint.
[redacted] states she requested her service be disconnected on 7/23/2015 but it was not.  She emailed NOVEC on 8/7/2015 to inquire why she was still being charged.  A CSR replied that service was still in her name and that she (the CSR) would write a disconnect order for the next available date which was 8/10/2015.  the order was written and service terminated effective 8/10/2015.
[redacted] replied that this was unacceptable; she wasn't  going to pay for service almost 2 weeks after she requested it be disconnected.  We then had an email exchange in which she stated that her original request was made via email to Customer Service.  I research all emails received in the call center from 7/1/2015 forward, and replied to her that I could not find her email using either her name, account number, or email address as search criteria.  She then changed her story and stated she made the request via the NOVEC website.  When I asked her to send me the auto-reply message she would have received from a web-site request, she never provided it.  She later filed this Revdex.com complaint.
NOVEC will not do a billing adjustment for [redacted]  until she can provide documentation (the auto-reply message) of when she originally submitted her disconnect request. 
Other than her email from August 7th, we have not received an email from her since 7/1/2015.
 
Pamela R[redacted]
Customer Service Supervisor
NOVEC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: first we go by statement the company sent us. Second we did not received any notices outside our door ob sept 2nd and third there were no phone calls or voicemails left on our phone. I even asked why we didnt receive any phone calls and per your  representative, calls our courtesy and not guaranteed.
Regards,
[redacted]

NOVEC's customer servi8ce supervisor spoke to Ms. [redacted] on the phone to address her concern about the deposit charged to her account in November. She was advised that NOVEC did not receive her credit score to waive the deposit, so the co-op needed to have it sent...

again. She agreed & took down the customer service supervisor's email address. He also offered apologies for the inconvenience she experienced & thanked her for working with the co-op to resolve this matter.    NOVEC received her credit report via email shortly after the call & it meets the criteria to waive the deposit. The customer service supervisor responded to Ms. [redacted]’ email to confirm receipt of the credit score. He advised her that the adjustments removing the deposit made to her account should reflect in the next day or two, based on the billing cycle. The customer service supervisor will follow-up with Ms. [redacted] by phone once the adjustments are completed.

[redacted],  [redacted]’s electric service was disconnected for non-payment on 1/24/2018, because NOVEC did not receive payment for the November and December bill. A call was made to [redacted] on 1/8/2018 @12:23 pm by NOVEC’s IVR phone system. A NOVEC Technician visited his...

home on January 10, 2018 and left a notice which clearly provides the customer with detailed information on steps the customer needs to take to avoid disconnection; the technician did not disconnect service at that time due to inclement temperatures on that day.     [redacted] receives a billing statement monthly via USPS mail and also makes payments on line and by E-Z pay. As far as cancelling a payment, NOVEC does not cancel a customer’s payment as that is solely up to a customer if they desire to do so.      When the Tech disconnected service on 1/24/2018, the Collection notice had expired and a payment was not posted to the account. [redacted] called at 5:19 pm after service was disconnected stating he paid $325.06 and provided the Representative with a confirmation number. He was told he would be connected the following day (01/25/2018) since it was after 5:00pm.   A review of [redacted]’s account found his payments were late 8 times during the past 12 months, Feb 2017, Apr 2017, May 2017, Jun 2017, Aug 2017, Oct 2017, Nov 2017 and Dec 2017.   At this time, NOVEC will not make any billing adjustments and remove any fees on [redacted]’s account. NOVEC made all possible attempts and followed all the appropriate actions in notifying the customer adequately before disconnecting his service.   Please let us know if you have any additional questions.     Sincerely,   NOVEC Customer Service Tell us why here...

**. [redacted]’s January bill contained a notice that his account was $164.35 past due, and that the past due balance needed to be paid by January 19th to prevent an interruption in...

service.
On January 28th **. [redacted] called the Customer Service Center to request payment arrangements.  He was advised at the time NOVEC does not make payment arrangements, and since the grace period on his account expired January 19th, his account could be disconnected at any time for nonpayment.  He stated that he would make a payment on January 31st. 
On January 30th, NOVEC left a past due notice at [redacted]’s home for which he was charged a $40 collection fee.  When he called us about the notice, he was advised that there were notes on the account that he would be making a payment on January 31st but noting the account does not stop collection notices from being delivered.
The $40 collection fee he was charged is the standard fee charged whenever a technician has to deliver notices to a home.  Information concerning collection fees is contained in the Terms & Condition for Providing Electric Service that is on file with the Virginia SCC.  The collection fee **. [redacted] was charged will not be waived.
 
[redacted]
NOVEC Customer Service Supervisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is irrational to charge someone for "information" that they recieved the day before.  It does not make sense that if someone is having trouble making their payment that the company sends someone to their door with "information" that they recieved the day before and then charging them an extra $40.  The account was noted but yet they sent someone anyway to give "information".  They're just trying to make more money out of people.  This is completely unethical.
Regards,
[redacted]

**. and [redacted] have been delinquent on their electric bill since March 2015.  Their payment history shows payments being received 5-15 days late and as a consequence, every bill since March 2015 has included a disconnect notice.
 
Their August bill had a disconnect notice that...

$440.76 was due by August 29th to prevent an interruption in service.  When there was no response to the notice on the bill, we left a door notice on September 2nd  that the account was overdue.  When no payment was made, they were disconnected for non-payment on September 17th.
 
In addition to the disconnect notices on the bills, we also attempted to call the number listed on the account on 2 separate occasions.  NOVEC made 4 attempts each on 7/28/2015 at 12:35 PM and on 8/31/2015 at 1:26 PM.  The calls rang thru but were never picked up. 
 
Their September bill did have a disconnect notice, but they were disconnected based on the disconnect notice on the August bill, not the September bill.
 
The [redacted]’s will not receive any compensation, or have fees waived based on being disconnect for non-payment of their bill.
 
 
Pamela R[redacted]
Customer Service Supervisor
NOVEC

Mr. [redacted] started service on 2/25/2015.  His first bill was sent to him on 3/20/2015, the second bill on 4/21/2015; and the third bill on 5/20/2015.  Since no payments were received on the account since it was opened on 2/25/2015, on 6/11/2015 his account was disconnected for...

non-payment.  The account notes do not indicate the bills were returned to NOVEC by the post office as undeliverable.  The notes also do not show that Mr. [redacted] ever called the Customer Service Center to discuss his account.  His account was disconnected for non-payment in compliance with normal collection policies.  He was charged a $40 collection fee and a $45 reconnect fee and a deposit was accessed on the account.  The fees will not be waived, or the deposit requirement eliminated/adjusted.

Yes, NOVEC does charge a $40 connection fee on every new account that it opens.  This fees covers the cost of the technician visit to install a new meter (if needed), to take the initial reading to start the new customer’s account, obtain the meter serial number and other embedded costs...

associated with opening a new account.
[redacted]’s argument that “we would be out there anyway to take the monthly reading” is not quite applicable to this situation.  Since a customer requests service to begin on a date of their choosing, and that day may not be when the meter is read to generate the next bill, a separate trip is needed to connect service.  A trip for a new connection requires the technician to approach and visually inspect the meter, while taking monthly readings are done remotely using ERT (electronic remote technology).  Using the ERT devices, the technician can drive by the houses to get the meter readings and does not necessarily have to get out of their vehicle. 
Although some companies may have no, or lower connection fees, other companies have higher connection fees.  NOVEC’s fee of $40 is mid-range for the industry.  The “authority” to charge a connection fee, and have that connection fee set at $40, is on file with, and approved by the State Corporation Commission, the government agency charged with regulating utilities in the state.
As a new member, [redacted] will soon receive a copy of the Owner’s Manual: Customer Guide to Service & Programs.  On page 5 of the manual (attached), under the section “Obtaining Service”, the manual states:
“Any person, firm, association, corporation, or public body desiring service from NOVEC must sign an application for membership and pay all applicable fees.”  The Schedule of Fees follows and shows the service connection fee as $40. 
I understand that [redacted] does not want to be charged a connection fee, but unfortunately this fee is not optional.  All new accounts are charged a connection fee.
 
Pamela R[redacted]
NOVEC Customer Service Supervisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  if you read the response, I simply asked for Novec to be reasonable.  Except forcing payment and connection fees, Novec took no other actions and therefore did not do anything reasonable, just dictated their requirements.  It is shameful that the same supervisor that could not be reasonable on the phone is the one replying on behalf of the company.  It doesn't actually demonstrate Novec's commitment to be fair.  Revdex.com, what are the next steps?  Board of Directors, Attorney General, investigative reporter?  I'm willing to pursue this further.  There were enough other complaints of a similar nature to make me believe this is not isolated, but standard practice.  I again ask Revdex.com to reconsider their rating of Novec.  Clearly better business is not their intention.  
Regards,
[redacted]

September 17, 2015
 
size="2">[redacted] emailed NOVEC on August 7th to inquire why she was still receiving bills for the property at [redacted], Manassas.  She stated in her email that the property went to settlement on 7/23/2015.  She asked that her account be closed and a bill adjustment be done.
 
Since her account was still active, we wrote a disconnect order for the next available day which was August 10th.  We sent her an email confirmation that her service would be disconnected on August 10th.
 
She replied that this was unacceptable since she originally requested service be disconnected on July 23rd.  She stated that she processed the disconnect request via the NOVEC website. All service requests processed on the website generate an automatic reply back to the customer indicating that their request has been received, and that a representative will be calling them to follow up on the request.
 
I asked [redacted] to send me a copy of the autoreply message she received, but she did not.
 
I also searched every email received by the Customer Service Center since July 1st, and found no email message from her in those files.
 
A billing adjustment can not be processed for her unless she can supply documentation that she contacted us prior to her email on August 7th.  
 
 
Pamela R[redacted]
Customer Service Supervisor
NOVEC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Everything in this response is factually incorrect. First, I never have received a paper statement because I was enrolled in ebilling until I cancelled ebilling as it was sporadic as you can see in one of the documents in my email that I never even got a statement for the month of November 2017.  Which I paid $283.00 on 12/07/2017 as you can also see in another photo that I have submitted. If I’ve ever been late it was only by a few days depending on my payday. I’ve always been a good customer to NOVEC for years but they are a horrible and inconsiderate and clearly dishonest business. The last email I received from Novec statement was 12/20/2017. The last phone call I received from Novec was on 1/8/2018 stating I owed them $148.00 of which I paid $150.00 on 1/10/2018 and received a successful submission payment and a confirmation number! I never received another phone call, shut off notice or statement after that 1/10/2018 payment (see attached payment proof and confirmation number on the novec webpage). Not one email, letter in the mail,or phone call from the date of 1/8/2018-1/24/2018!!!!! Not one Call stating we are shutting off your power tomorrow or you owe us anything, because as I far as I was aware all was well as I paid on 1/10/2018! Novec never said differently, then I come home from work on 1/24/2018 with a notice on my door stating I owe $148.00 and my power was shut off!! Why?? I submitted the payment 2weeks prior, no calls, no notice that anything was wrong- not a note that something went wrong with the payment,not one call! Shame on NOVEC, it appears they do this intentionally to charge more fees and get more money! the company states it helps people with families but yet here they give no notice and shut the power off on a family with small children in the winter for no reasoner proper warning! I provided my documentation on the phone and the customer service was rude and uncaring just as their pathetic and untruthful response to this Revdex.com complaint. It is evidently that I have paid as expected, that novec was hit or miss on email the bills ( which is why I canceled ebilling just 2 weeks ago- so it’s untruthful that they ever sent my paperbills) that I submitted the payment to them on 1/10/2018 and the past due was caught up, novec never advised me of anything after that date, so if something was wrong they should’ve called! Just a horrible business and they are wrong and dishonest! I don’t expect different as they are the only electric company in this area and sadly they are  getting away with it. I demand the fees be returned and that we are compensated for their incompetence and errors on this as well as for having 2 small children that had to sleep in a freezing cold home and then don’t bother to turn the power back on the next day until 10 am.
Regards,
[redacted]

The promised credit in the amount of $3.90 has been applied to Ms. [redacted]'s account.  I just checked her account and it does show as an adjustment, reducing the total amount due from $77.24 to $77.34.  I believe the application of the promised credit is Ms. [redacted]'s desired action on NOVEC's part.  I have no way of determining when the credit was actually applied, but do know it is there now.  I apologize for the additional inconvenience to Ms. [redacted], but am considering the matter resolved on NOVEC's part at this point. Thank you - Mike C[redacted], NOVEC Public Relations

Yes, [redacted]. [redacted] does have a [redacted] balance of $360.83.  However that balance is split between the NOVEC [redacted]s ($306.85) and the [redacted]s ($53.36).  [redacted]s are credits that were earned by NOVEC when NOVEC was a member of the Old Dominion...

Electric Cooperative.  These credits were assigned to/earned by NOVEC but were tracked at the NOVEC member level for accounting purposes.  There has not been a payout of the [redacted] in over 12 years. 
[redacted]s are not the result of overcharging customers.  They are net profits earned after operating expenses were deducted from revenue.  [redacted]s remain company assets until the Board of Directors authorizes a retirement (refund) of [redacted]s back to customers.  The Board decides what year(s) to retire, and the percentage of that year(s) to retire.  [redacted]s refunds are not guaranteed annually and refunds are made at the company’s discretion, not the customers’.  NOVEC is required only to make a lump sum payment of all [redacted]s if the Cooperative goes out of business.   When you applied for electric service with NOVEC, you signed an agreement to be bound by all policies, procedures, and bylaws of the Cooperative, including those addressing [redacted]s reimbursements.
The last time the NOVEC Board of Directors voted to refund [redacted]s on inactive accounts was in 2010.  The board voted another disbursement in April 2015, but Ms. [redacted] did not receive a payout since her total disbursement was $0.61.  NOVEC does not issue refund checks for amounts under $5.00.  Those funds not disbursed are held, earning interest, until the disbursement amount is $5.00 or greater and then a refund check is issued.  I also checked to see if there were any unclaimed [redacted]s (checks issued but not cashed) on Ms. [redacted]’s account, but all checks issued to her have been cashed.
When Ms. [redacted] is deceased, her surviving spouse, or next of kin, will have to contact NOVEC, fill out the appropriate affidavits, have them notarized and returned to NOVEC along with a copy of the death certificate.  We would then change the name on the account and make the appropriate [redacted] disbursements.
In summary, Ms. [redacted] will not be receiving a lump sum payout of the remaining balance in her [redacted] account.  As long as she keeps her address current, any [redacted] reimbursement will be sent to her automatically when authorized by the Board of Directors and under the guidelines of the plan.
 
Pamela R[redacted]
Customer Service Supervisor

Revdex.com 1411 K Street NW, 10th Floor Washington, DC 20005 Dear Revdex.com: We have received your letter dated July 26, 2017, with regards to a customer complaint from Mr. [redacted] in reference to NOVEC’s E-Billing Process, and the $85.00 in fees he accrued. We have thoroughly reviewed and researched Mr....

[redacted] account and found the following: Bill Generation Bill Due Date Signed up for Recurring Payments Collection Notice Expired 6/5/2017 7/5/2017 6/13/2017 7/20/2017   Based on the facts listed above, the customer is correct that he scheduled recurring payments to NOVEC on June 13, 2017. However, the scheduled date of the recurring payment came after the date of the generation of his bill, therefore the recurring payment would commence on the bill generated July 6, 2017. Mr. [redacted] was sent an email on June 5, 2017 at 8:06PM with the statement in question which clearly states “Amount Due by 2 PM on 07/05/2017 $116.03. “ His next statement was emailed on July 6, 2017 at 7:36 PM which clearly states “ $116.03 MUST BE PAID BY 7/20/2017 TO AVOID DISCONNECTION. IF AMOUNT HAS BEEN PAID, PLEASE DISREGARD NOTICE.” Mr. [redacted] has been a customer of NOVEC’s since August 26, 2005 thru April 11, 2014. He became an E-Billing participant, as well as a recurring payment customer on April 2, 2007 thru April 11, 2014. In lieu of Mr. [redacted]’s longevity as Excellent NOVEC Customer we will waive the $85.00 in fees that were administered to his account, and his billing history will not reflect a delinquency or any penalties. .   Sincerely, Michael J[redacted] Supervisor – Customer Service NOVEC       Tell us why here...