NOVEC

RE: Account # [redacted]
Dear [redacted],   NOVEC’s procedure for refund check requests is as follows – Customer may request a refund check for credit balance if both requirements below are met: There has been 10 business days from the date the last  payment was posted to the...

accountAccount will not be billed in the next 7 days The customer made a payment on 9/25/2017 for $93.21 and made another payment on 9/26/2017 for $93.21, leaving a credit of $93.21. The 10 business days requirement was not met when the account billed for October and mailed on 10/5/2017. Credit of $93.21 was applied on the October billing statement.

September 17, 2015
 
[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

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.