Oklahoma Gas & Electric

Initial Business Response /* (1000, 5, 2015/09/01) */
Prior to making a complaint with the Revdex.com, Mrs. [redacted] had made this same complaint with OGE. Our supervisor over the Programmable Thermostats spoke with this customer and she stated that our tech did come out and found an issue with the...

furnace whip, the customer's father was also with the technician when we found the problem. Mrs. [redacted] also stated that when the technician left that the system and PCT was working properly. The service technician advised customer to contact an HVAC company to have the whip replaced. Customer stated that she did not call an HVAC company but rather her father tried to make the repairs. During his attempt to repair the system he blew the transformer and also tried to replace that. After his failed attempt to repair the system the customer stated that is when she contacted OG&E once again. The customer states that the representative would not sound out a service technician and was advised that she would need to contact her HVAC company per the notes on the prior order. Customer stated that the HVAC tech also blew a transformer, he then removed the PCT, replaced the transformer and the system ran properly. In the attempt of the self-repair the customer's father incorrectly back fed incorrect voltage to the PCT causing it to be damaged and the first blown transformer and the subsequent second transformer leading the HVAC to believe that it was a bad PCT. Based off the facts that OGE has been provided by a professional opinion OGE is denying the customers claim.

Initial Business Response /* (1000, 13, 2015/07/07) */
This account was started as a café back in 1996 and has been on the General Service rate. It is the customer's responsibility to notify us when a business changes to a residential location. OGE was notified on 06/12/15 that this was now a...

residence, OGE confirmed the change and also changed the rate category to residential. There will not be any credit given as OGE was not notified prior to 06/12/15.
Initial Consumer Rebuttal /* (3000, 15, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OG&E is lying. This account was transferred from a residence to the current address in June 2012. I informed the representative that it was a residence and emphasized that. When we caught their error in rate June 2015, 2 separate employees pulled up the account and said it was OG&E's mistake. The calls were recorded. This account was started as a residence and was transferred to an address that had previously been a cafe. The cafe's electricity was a different person, different account. It took us so long to notice the error because of OG&E's deceptive billing wording. Namely, "secondary rate."
Final Business Response /* (4000, 17, 2015/07/22) */
OG&E records do not reflect that the customer advised OG&E that the café had been turned into a residential property. OG&E records also do not reflect that the customer was advised that she had been billed incorrectly, what the records do state is that the customer called in and 06/12/15 and asked why she was being charged a commercial rate and then at that time stated that this was a residence. The customer was advised that OG&E would verify if the this was a still a café or a residence and then the rate would be charged accordingly from that point going forward. OG&E will not be refunding any money to the customer on this matter as OG&E was not notified until 06/12/15 that this was a residence.

Complaint: [redacted]
I am rejecting this response because:the limbs are not picked up they did cut them over 21 days ago
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I understand that my payments were late.  What I do not understand is how you can place a "deposit" on the account that is twice as much as the monthly payment.  I NEVER said that I was not late, I stated that you say its late if the payment is not received by the due date.  You say that you will never remove the deposit. You say the deposit that you have placed is for potential non payments.  How can you have a non payment?  If the payment is not made, you cut off the service.  You are just screwing people, that is all you are doing.  
Sincerely

In response to the customer rejection:  As stated in our previous response, we have reviewed the call in question and the customer was not hung up on as claimed, the OGE consultant properly adhered to our policies and procedures in the handling of this call.  The deposit was charged in accordance with OGE policy and as a result the deposit will not be waived.  Since we have found no violation of company policy nor any error found on the part of OGE, we consider this matter to be closed.  Thank you.

We verified that Ms. [redacted] is the new tenant for this location and her services were connected 07/21/17. Tell us why here...

We understand there are special circumstances such as this. On 03/16/17 we reversed the deposits that had been charged and sent the request to have online payments restored. If Mr. [redacted] accesses his online account he will see the deposits are no longer on his account. He should be able to make...

online payments by 03/22/17.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], although I do no agree with their practices, thank you for trying.
Sincerely,
[redacted]

Ms. [redacted] had electric service in her name at 624 SW 59 from Mar 2011 - Aug 2011. When the account closed out the final bill of $325.84 went unpaid. This balance was transferred to her current account. Customer never called in to stop service at this address. She was turned off for non-payment. We...

did receive a lease for the address she moved to, however customers have dual service for different reasons, therefore it is the customer's responsibility to notify the utility company to stop service when they no longer live at an address. We have no way to verify what date Ms. [redacted] stopped living at this address.

Initial Business Response /* (1000, 9, 2015/08/06) */
Mrs. [redacted] has made this same complaint with the Oklahoma Corporation Commission. The Oklahoma Corporation Commission and OG&E tried to resolve this matter with Mrs. [redacted]; however Mrs. [redacted] did not supply the requested documentation to the...

Oklahoma Corporation Commission. The Oklahoma Corporation Commission has closed Mrs. [redacted]'s complaint for failure to supply the requested documentation and found no violation on OG&E's part. If Mrs. [redacted] wishes to purse this matter she will need to speak with her investigator at the Oklahoma Corporation Commission.

Complaint: [redacted]
I am rejecting this response because: This response still does not explain why my bill raised from cold weather when the home is gas heated. When their customer service said this was the reason.
Sincerely,
[redacted]

We are currently addressing this same inquiry through an open complaint with the Oklahoma Corporation Commission. Please advise if Ms. [redacted] would like a response through the Revdex.com also.

Customer made a 6 month payment arrangement on 7/19/16.  The 1st installment of $53.81 due by itself by 8/8/16 and was paid as agreed.  The remaining installments were plus current bill.  The next invoice was issued and listed a total installment plus current bill of $259.65 due...

9/6/16.  Customer only paid $57.33 so the arrangement broke.  Customer contacted our online services team and was advise if he makes payment of remainder of what was due on the 9/6/16 due date, we will make another arrangement as a courtesy.  Customer made payment and has been set up on another arrangement as agreed on 9/28/16.  Issue is resolved.

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.
Sincerely,
[redacted]

OGE does not consider a payment late until it is paid after the due date.  As long as the customer has made the payment and it has been received in the OGE office on or before the due date the payments are on time.  The customer states below that she is making the payment; however she is paying 1 day late.  OGE does not have a grace period.  The customer is actually paying more than 1 day late.  For example, she had a bill due on or before 07/26/16 in the amount of $222.86 however she did not make the payment until 08/02/16.  There was a bill due on or before 06/23/16 that payment was not received until 06/30/16.  She had a payment due 05/24/16 payment was not received until 05/31/16.  A payment was due 04/25/16 payment was received 04/28/16.  A payment was due 03/25/16 payment was not received until 03/29/16.  A payment was due 02/25/16 payment was received on 03/02/16.  A payment was due on 01/27/16 payment was received 02/01/16.  A payment was due 12/28/16 payment was received 12/31/16.  As you can see every payment that has been made for the last 8 months has been late and has been more than 1 day late.  OGE will not be removing the deposit due to the number of late payments.  After the customer has had 12 months of satisfactory payment history meaning, (no more than 2 late payments in a 12 month period, no disconnect orders, and no returned checks on the account the deposit will then be returned to the customer.  OGE considers this matter closed.

We apologize for...

any confusion the transfer of balance has caused. We are required to send notice any time a balance is transferred. We have reset the AMB on the current account and we did receive the payment of the $226. The next invoice will come out 09/14/17 and other than the new account, the invoices should be the way the [redacted]'s are used to seeing them.

The due date of a customer’s bill is 21 days from when the meter is read for invoicing. Therefore we can’t change the due date according to a customer’s pay date or some customer’s would get less days and some would get more days. In reviewing Mrs. [redacted]’s account, we did not receive payments...

at all in February or April of this year. Therefore when payments were made, they were paying the previous month due that were now going out for disconnect. The current total amount due is $217.67 ($76.82 past due for last mo + $140.85 current due 07/13/17) if that is paid in full on her check 06/28/17 that will bring the account current. Her next bill will come out 07/24/17 and could be paid with the check 07/26/17 keeping the account current. We do not report monthly late payments to the Credit agencies. An account is only reported if it is closed and goes unpaid. Tell us why here...

We sent this customer an invoice on 09/27/16 for the amount of $192.14 with a due date of 10/19/16. On 10/10/16 the customer made a postdated payment dated 10/19/16 for the full balance of $192.14 through their online account. On 10/18/16 the customer once again went in on...

their online account and posted a 2nd payment for the same amount $192.14 also post dated for 10/19/16. These online payments were initiated solely by the customer not by OGE. Our policy is we have to wait 10 days for any payment to process through the customer's bank completely before we can request a refund check be issued and sent back to the customer. This process can take up to 2 weeks for a check to be mailed to the customer. The customer has not called back in after the 10 day period as instructed above to request a refund of this over payment. A new invoice has since been issued 10/26/16 and the overpayment has been applied as a credit towards that balance. This new invoice was $128.40 which still leaves the customer with a credit balance of $63.74 that can either be applied to the next invoice to be issued on 11/28/16 or is eligible for the customer to call and request a refund check be issued for this amount of $63.74.Our investigation of this issue found that this was not an error on the part of OGE.

Revdex.com:
WeWe
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]