Oklahoma Gas & Electric

We have listened to the initial call and found that we specifically told Mr [redacted] that he had a $deposit due by 05/08/or services would be disconnected the next business dayWe then specified we would accept a letter of credit from another "GAS or ELECTRIC" companyMr [redacted] sent a Letter of Credit from Performance Property Management Water CompanyWe mailed a rejection letter 05/03/to his service addressHis service was disconnected for non payment of the deposit 05/09/He called and was advised we received his letter of credit from the water company, but require one from a gas or electric companyAn hour later we did receive a good letter of credit from Xcel Energy, waived his deposit and reconnected his serviceOur calls are recorded and have been reviewedWe found no negligence of the information given from our representative to Mr [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Mr [redacted] scheduled two payments on our website of www.oge.comThe first payment that he scheduled was on 12/19/and post dated the payment to be posted to his account on 01/04/The second payment that he made was on 12/31/and he made that payment affective same dayThis payments are scheduled by the customer as they are required to log into their online account and go through all of the steps to make the payment and confirm the payments that they are schedulingThis is not done by an OGE employeeAs this is not an OGE error the $returned check fee is a warranted charge and it will be the customer's responsibility to pay the returned item on his accountOGE considers this matter closed as no error was found on OGE's part and the return check fee will stand Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) If it is my error OG&E should give the money back if they confirm I pay two time NOT get pay two time the TOT: This is how big company scam us all the time It was my money I should NOT pay a $returned check fee at all [redacted] Final Business Response / [redacted] (4000, 9, 2016/02/12) */ The customer was given credit for both payments; however the customer's bank did not honor one of the payments and was returned to OGE as unpaid/collectableSince the payment was returned as unpaid OGE did not receive the money and the return check charge will remain as a charge to the customerOGE has to pay a handling fee for reach return item that we receive of $dollarsThis fee is then charged back to the customerOGE will not be removing the return check charge as it is a warranted charge and considers this matter closed

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Mr [redacted] has failed to provide the requested documentation to resolve this complaintBased off the information that OGE has received there is a question as to if there are shared utilities between Mr [redacted] and Mrs [redacted] Our final bills department requested that Mr [redacted] provide a copy of the lease for review and he refused to send his leaseMr [redacted] also called into our Executive offices and was advised in order to have this matter resolved we would need to receive a copy of his leaseMr [redacted] advised our Executive offices that he did not have time to speak with us and would call back at a later time; however he has never called backMr [redacted] also stated that he has made this same complaint with the Oklahoma Corporation Commission; however we have not received anything from themIn order to move forward in resolving this matter Mr [redacted] will need to provide a copy of his leaseIf the lease is not provided a notice [redacted] be left to disconnect the service until such time Mr [redacted] supplies OGE with all of the requested documentation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) OG&E is requesting private information and has no business asking for itThe party Mrs Ciempa is one of the many alias names that someone used to obtain utility services with and now OGE expects me to pay for their mistake to give service for said peopleI live at [redacted] I never got to know the people that lived at [redacted] Any information OG&E claims to have obtained to claim that I share service with [redacted] is and also may have been obtained illegallyThere is an electricity meter and a natural gas meter at which is not affiliated with the property I liveI have my own utility service at my address for which I have been responsible for during the last yearsI thought this matter had been taken care of internally at OGE from the emails I had sent to the corporate officersI don't know how to make this any more clear than what it simply is Final Business Response / [redacted] (4000, 9, 2015/06/15) */ The customer has had this matter resolved with the Oklahoma Corporation CommissionThe Oklahoma Corporation Commission opened the complaint on 06/04/and closed the complaint the same dayShould you have any further questions regarding this matter, please contact Mr***'s investigator [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]

At the top of the form in red, it states "Fund availability is limitedSubmission of application doesn't guarantee rebate payment"

Ms [redacted] had electric service in her name at SW from Mar - Aug When the account closed out the final bill of $went unpaidThis balance was transferred to her current accountCustomer never called in to stop service at this addressShe was turned off for non-paymentWe 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 addressWe have no way to verify what date Ms [redacted] stopped living at this address

Complaint: [redacted] I am rejecting this response because: How is the consumer suppose to know funds are limited? There should at least be a line that reads consumer must call to see if funds are available in BIG BOLD LETTERS! I will say I am very pleased with the service Terra McCain has given me at the rebate officeShe will process the rebate and has been timely and professional with her response Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I still maintain that my pay card would have declined the transaction even if I was a few pennies shortAlso, if a portion or all of my deposit payment was accepted, then why was my power on to begin with? No notification whatsoever was given to me otherwiseThey had several warm days to turn the power off being their intention, and did nothingThey waited until the weather was colder, then that night, I caught pneumonia and was in the ER at StAnthony's Hospital in downtown OKCI also maintain, that when they shut the power off, even though they were notified of my illness, they did nothing about it, further jeopardizing my healthI have not been at work in two to three weeks because of this illness Sincerely, [redacted]

Ms [redacted] was charged and paid a $deposit when she began service Dec In March of we refunded this deposit back to the customer due to good pay historySeptember to current the customer has paid the bill past the due date each monthOctober her service was disconnected for non payment with no deposit on the accountDue to the disconnect for non payment, we added a deposit of $split into payments due with the December and January invoiceIf the customer has months with no more than late payments we will once again refund the deposit back to themAs for Smart hours it is a program we offer to our customers in an effort to help them save moneyHowever it does not work for all customersThat is why we offer the customer the first year guarantee if they don't save money on the program we refund them the difference and take them off the programLooking back over Ms***'s summer invoices, she would have saved around $if she had been on the smarthours program

The customer was advised at the time that service was set up that a deposit was required The customer made a request for new service on our website on 03/07/ At the time the customer made the request the customer requested that her service be back dated to 02/22/ OGE honored the customer's request and processed the move in The customer had business days to pay the deposit or the service would be disconnected for nonpayment of the deposit OGE sent the customer an email to the address that the customer requested which was [redacted] In the email it advised the deposit was due on or before 02/25/which would have been business days from the requested start date by the customer OGE does not have any notes on the customer's account that she was advised that this was an OGE error This was not an OGE error as the customer made her request online and OGE completed the move in date per her request Since the customer was requesting a start date that was in the past the deposit charge was due immediately Please see the customer's online request below as well as the email that was sent to the customerWeb move in Oklahoma service on The correspondence has been e-mailed e-mailed to: [redacted] Residential electric service at: [redacted] has been set up in the name of [redacted] effective 02/22/The address you are moving to has a Smart Meter installedThis meter has the capability to be read, disconnected, and reconnected remotelyIn the event the service is disconnected, no notice will be left at your addressThe security deposit is THE DEPOSIT IS REQUIRED TO BE PAID WITHIN BUSINESS DAYS BY 02/25/OR THE SERVICE WILL BE DISCONNECTED AT THE ADDRESSYour account number is [redacted] -The service initiation fee is $which will be added to your first billWe have payment options availableYou may pay via US Payments check-by-phone for $or credit card by phone for $at 1-877-306-Payment may also be made through US payments at www.payoge.comYou can also pay in person at one of the many pay agents listed on our web site at www.oge.comClick on OG&E ELECTRIC SERVICES, then Payment OptionsIf you have any questions, please call OG&E Customer Service, 272-(local calling area) or 1-800-272-(toll free), from 8:00am to 5:00pm, Monday through FridayThank you for the opportunity to serve you! OGE will not be waiving any of the reconnect fees or pay for any loss of food as this was not an error on OGE's part OGE considers this matter closed as no further action will be taken

Complaint: [redacted] I am rejecting this response because:If the usage was due to... "cold weather," then my GAS bill would have shown extremely high fuel cost, which as you can see by the attached statement from the same time period, there was not. The house showed less than $5 of fuel used. The water heater in the home is also GAS and has been off for several months. No one is explaining to me how an unoccupied house can use that amount of electricity! Also, no one has adequately explained to me how them changing the meter and seeing the usage drop is not indicative of a fault in their equipment!?! Sincerely, [redacted]

Unfortunately another tenant called and transposed of the numbers on the addressWe set service for this other customer which moved Mr [redacted] out automaticallyNone of his information was conveyed to the new customer calling to set service at this address, therefore none of his personal information was compromisedI have corrected Mr [redacted] 's accountHe will still have his same account # [redacted] -I apologize for his inconvenience

Initial Business Response / [redacted] (1000, 9, 2015/08/06) */ Mrs [redacted] has made this same complaint with the Oklahoma Corporation CommissionThe 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 CommissionThe Oklahoma Corporation Commission has closed Mrs [redacted] 's complaint for failure to supply the requested documentation and found no violation on OG&E's partIf Mrs [redacted] wishes to purse this matter she will need to speak with her investigator at the Oklahoma Corporation Commission

In response to the customer rejection: Since OGE does not know how the customer uses the electricity and has no control over the usage consumed by the customer, it is not possible for OGE to know what may have caused the usage by the customer. And since there are many factors that may contribute to a customer's total electric usage, OGE may only provide reasonable assumptions or educated guesses as to what may have caused a customer to use more electricity than they may have expected. However, since the customer is actually using less electricity than the previous years history show at the location, the usage does not show to be out of line for this time of year and would not be considered an abusage amount at this location. Since the responsibility for OGE to provide electric service ends on our side of the meter, it is the customer responsibility to discern how the usage is consumed on their side of the meter. We show the meter is functioning normally and the readings are accurate. The customer does have the option of a meter test once a written request is received from the customer mailed to: OG&E, Attn: Don Fox, PO Box M/C M222, Oklahoma City, OK 73101. The meter testing fee of $must also be included with the mailed request. Once received, a meter test will be scheduled with the customer and the test then performed. If the results of the test show the meter is functioning properly per industry standards, no further action will be necessary. If the results show the meter not performing to industry standards, corrective action will be taken up to and including any necessary billing adjustments and the testing fee will be refunded. As there is no error found on the part of OGE with regard to the billing, we consider this matter to be closed

We have researched this issue and show that service was requested at this address on 05/18/to begin on 06/01/2016. The caller verified all identification questions through our move in process and a credit check was run which provided a match to the information given by the caller.
As a result, further ID was not required and the establishment of service was completed. We show no violation of OGE policy or procedure occurred in this transaction. The deposit was paid on 06/08/and three invoices were issued on the account before it closed on 08/31/2016. There was a final bill produced in the amount of $on 09/26/2016. However, upon further review, we are unable to verify tenancy at the location by the landlord, nor shared services in the form of other utility service in the name of *** *** and therefore will remove this balance and not hold the customer responsible for this bill

The AMB and GFB programs are both optional programs that are offered to OGE customer's provided they meet certain criteria. The AMB program takes the current months bill plus the past months plus an open balance on the account adds everything together and then is divided by 12. This
is recalculated each and every month. This program never ends as it is an on going program provided that the customer does not have more than late payments in a month period. There are times on this program that the customer will pay less then the actually billing amount; however there are times that the customer will more than the actual billing amount. The customer can cancel this program at any time without penalty; however if there is a balance on the account the customer will be required to pay that balance and if there is a credit on the account then the credit will be returned to the customer. On the AMB program the customer still pays exactly the same amount they would have throughout the year this program just gives them a more consistent bill to help with the higher summer bills. The GFB program is a flat rate that the customer agrees to minus an applicable taxes that they will pay each and every month no matter how little or how much service they use. This is a months program and must be renewed every months. If the customer decides they want to be removed from this program then they could have a balance due as if they have paid less than what was actually used they will be required to pay the difference. If the customer has used less than what they have paid for no credit or refund is given. All of this information is explained at the time of enrollment and is also on the GFB offer letter that the customer receives. This is also an optional program and not a program that the customer is required to sign up for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am disappointed that under a lease-tenant arrangement, the owner is apparently routinely charged for tenant usage under similar situations. Furthermore, it took an enormous amount of effort on my end to get OGE to actually respond and admit that the meter was not functioning and that they assessed usage based on history. In over calls to OGE, they would never admit that until Revdex.com engaged; in fact they'd stated the oppositeAs stated by OGE, I have paid the revised total amount due. I appreciate Revdex.com's role in facilitating to resole this situation
Sincerely,
*** ***

When an account is opened with OGE only person can be listed as the primary account holder. We can add a name to the bill by adding to read in care of. This will show the primary account holder's name on the bill and then the following line will have the additional customer
listed. I show that on 07/28/that we sent a copy of the bill showing both names on the bill as well as sent an email for verification of service for both parties. Below is a copy of the email that was sent to the customer. OGE has supplied the customer with the request information and considers this matter closed. Verification of Service The correspondence has been e-mailed e-mailed to: ***@GMAIL.COM 07/28/To Whom it May Concern: This correspondence is to verify that *** *** currently has electric service at:
*** *** ** *** ***
*** *** ** ***
*** *** If you have any questions, please call OG&E Customer Service, 272-(local calling area) or 1-800-272-(toll free), from 8:00am to 5:00pm, Monday through FridayThank you for the opportunity to serve you! Service for *** *** *** *** Sincerely, Customer Care Consultant OG&E Electric Services

Our records show the customer started service at the location on 7/19/16. The meter at the location stopped communicating on 7/21/and was not sending daily usage readings to us and the meter was scheduled for inspection. On 8/9/16, a meter tech visited the location and found the meter
to have failed from an unknown cause and the display was blank, and the meter was replaced to resolve the issue. From the time the meter stopped communicating on 7/21/to the time it was replaced with a new meter on 8/9/16, we have no record of the actual usage at the location. In cases such as these, our process is to estimate usage based on prior usage history, as well as other factors, to complete the billing cycle. For the invoice period from the start of the customer's service on 7/19/to the invoicing date for this location on 8/5/16, a combined known and estimated usage bill was issued for KWH for a total dollar amount with associated taxes and fees of $383.76. After further review, we have decided to waive entirely the estimated portion of the bill for the unknown usage period due to the failed meter. This decision was made due to the location not being full-time occupied during the unknown usage period in question, that the location was in between tenants and was only being used for make ready purposes. As a result, we have re-billed the invoice in question for only the known usage before the meter stopped communicating of KWH total for a dollar amount including associated taxes and fees of $14.62. There was a $Service Initiation Fee billed to the account which was included in the total of the disputed invoice and remained unpaid as the customer chose to withhold payment of that invoice amount while under dispute. Adding this $SIF to the re-billed amount of $gives a final total of $39.62. At the time of this response, the customer shows to have made payment of this amount $on 9/29/16, which has satisfied the account

Revdex.com:Firstly I must add, my power was not connected on 07/21/it was connected 07/25/After several phone calls starting 07/24/once again
I have reviewed the response made by the business in reference to complaint ID ***
Sincerely,
*** ***