Oklahoma Gas & Electric

Customer is disputing a bill that was transferred 06/23/for $325.84 and was paid in July and is no longer disputableThe balance that is past due is due to customer's usage at the current addressThey entered into an installment plan 08/22/on the balance of $for usage at this address. The payments were made for the Sept and October invoices on time. Customer called requesting more time for the November payment due to a social service agency was paying $of the $payment due and would not post in timeWe pushed the cdue date out as a courtesy to 12/09/The social service agency paid the $they pledged leaving the customer $due by 12/09/The customer paid $leaving the payment arrangement short paid by $causing it to breakThey are past due at this time $

Initial Business Response /* (1000, 5, 2015/09/22) */
The customer's meter was switched with her neighbors meterThis was determined when our field representative went to the location regarding the call for no powerUnfortunately the field personal did not notify the OGE billing department that
he corrected the meter switch therefor OGE has not gone back and billed this customer for the actual usageThe meters being switched has been resolved and the customer has the correct meter at her location nowThe customer can verify her meter number as OGE shows it to be XXXXXXXXGThe customer is being billed accordingly

We show the customer used a total of kWh on their last bill period from 12/20/to 01/18/18. This was higher than the kWh used during the previous period from 11/22/to 12/19/17, which was also the customer's 1st bill at this location as they established service here on
11/22/17. There are a number of factors to consider that may contribute to the kWh usage during the billing period, square footage, usage habits, outside temperatures/weather conditions, type of construction, type of heating unit (electric v gas), condition or efficiency of heating unit and other appliances, just to name a few. The customer mentions the usage at a previous location where they had service from 07/20/to 11/22/17. It is not an appropriate comparison to use as there may be many differentiating factors between these two separate locations when considering kWh usage, the main factor being the usages occurred during different seasons of the year and during very different weather and temperature conditions We did experience periods of extremely cold temperatures over the last billing period, with a few days-long stretches of below freezing temperatures. We have reviewed the customer's usage on the MyOGEPower tool at oge.com (that is also accessible by the customer) and there was a direct correlation between the temperatures decreasing and the usage increasing. This would indicate that the main driver of the usage this time of year is likely the heating unit. We do not show there are any abnormalities with the meter as it is performing as and the readings are accurate. However, the customer does have the opportunity to have a meter test performed once we receive a written request and the $meter testing fee. Once the test is performed, if there are any errors found, any necessary billing adjustments will be made and the test fee will be returned. Please let us know if there are any further questions we can answer on this issue. Thank you

Mr*** just moved into this house Nov Over the past years, the average usage for this house this time of year is about 300-more than what Mr*** is usingTherefore his usage is actually lower than that of previous customers at this addressThe meter for this address is
registering reads regularly and showing no errorsIf something is using electric it is on the customer’s side of the meterI would recommend Mr*** registering his account at www.myogepower.comHe can monitor his usage daily as well as see what his next bill is projectedThe graft shows the temperature vs the amount of usage, as well as many tips on making the home more efficient

Complaint: ***
I am rejecting this response because: I do not consider this matter closed or resolvedThe company is basically saying I’m lying if I think I experienced poor customer service then I did and the fact that their internal policies allow for customers to be treated this way doesn’t make it ok with meI will continue to dispute this charge
Sincerely,
*** ***

The contractor went to the customer's property 09/18/17, took pictures, and discussed the damagesMs*** was given the contact information of the Contractor that laid the lines

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The folks at OG&E are still refusing to
actually listen to my complaint I do not care if their meter communicates that I use more electricity when it is cold, it is simply not true And while they "can't see what in the home is using electricity", I CAN I am a stay-at-home parent and I AM in the home all day, every dayI was also in this same home and using the same heat in January and I can report with certainty that nothing whatsoever has changed The reply from their representative said "I know she states that she has gas fireplaces, but surely they have blowers that push the heat out into the home"This offends me beyond wordsI have explained repeatedly that I have THREE gas stoves in my homeTwo of those are gas log fireplaces and one is a gas burner stove NONE of these are connected to electricity in any way, shape or form NONE of these have blowers to push heat anywhere I paid handsomely for all three and had them installed for that very reasonWe get power outages regularly in our area and I wanted heat that was NOT dependent on electricity These actually heat my home so efficiently that we have never had to use the third oneTwo is plentyI can and will happily provide proof that these do NOT use ANY electricity I am not an it and for some repat OG&E to just assume that I "surely" have blowers on my gas logs and therefore should be billed extra for them is not only bad business, it is asinine. I have a legitimate concern about the inconsistency in their report of my usage and what I am ACTUALLY using And as I stated before, I AM in the home, I DO know what appliances use electric and I know how often they are being usedIn all my calls to OG&E and my conversations with the reps and the supervisor I was not given ANY logical explanation as to WHAT it is I am being billed extra forDo they do this to everyone?
Sincerely,
*** ***

The brush is his neighbors, it’s not something we cut or leftIt’s not in his yard OGE considers this matter closed Thanks *** ***

Initial Business Response /* (1000, 5, 2015/09/08) */
Mr.*** was placed on a cash only payment option due to the customer having returned checks on his account within a month periodMr*** is now able to pay with a check again since it has been more than months from his oldest
returned checkIf Mr*** has any more dishonored checks on his account then he will be placed back on a cash only payment optionOGE will not be refunding any transactions fees to Mr*** as this is not an OGE errorMr*** is now able to mail in a check or pay online at www.oge.com at not costAnytime that a customer has or more dishonored checks on their account in a month period the customer will be placed on a cash only payment option and they will be responsible for any transactions fees that are associated with them making a cash payment
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response due to the fact this is a public utility and no I should NOT have to pay a FEE to PAY MY BILLthese people are trash,, they need to be De-Monopolized, I am filing complaints with federal regulators as well,, they shouldn't be able to do this to people,
FACT,, I have still not received any calls from a manager from OGE,,
I WILL GET MY F*ING MONEY ONE WAY OR ANOTHER
DO NOT CLOSE THIS COMPLAINT AS THEY HAVE NOT RESOLVED ANYTHING, AND I AM STILL OWED $and counting up more everytime I pay my bill
Final Business Response /* (4000, 9, 2015/10/01) */
OGE did call Mr*** on 10/01/at 2:00pm, there was no answer and OGE did leave a message for Mr*** to call backOGE will not be refunding Mr*** any money as Mr*** had dishonored checks on his accountAll OGE customer's that have dishonored checks are put on a cash only payment option and the customer will be responsible for any fees that he/she is charged to make the payments in cashOGE does have options to make payments with out fees, however once a customer has returned checks on their account this is no longer an option for a customer until it has been months for the oldest date of the first returned checkMr***'s account was removed from the cash only payment plan on 05/30/2015; however should there be an more returned checks on this account between now and 03/23/Mr*** will be placed back on a cash only payment option as he just had a returned check on his account on 03/23/OGE will not be returning any fees to Mr*** as this is not an OGE errorOGE considers this matter closed as there is nothing further that OGE can do regarding this matter

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
Sincerely,
*** ***

Customer called in March requesting electric. A simple install of service can be done in 10-daysHowever when we went out in March there was no structure for us to be able to make an assessmentWe were then advised that the inspection was complete 05/10/Our fieldman went out 05/17/
and it was not a simple install, this would require line work and had to be sent to EngineeringThey have completed the engineering build today and have sent for the work to be scheduledIt is scheduled to be completed by 06/09/and will be worked sooner if an opening comes available

Initial Business Response /* (1000, 5, 2015/07/14) */
Based off the information that OGE has it reflects that *** *** and *** *** were roommates that the address of SE 44th Oklahoma CityOGE provided service to the individuals and was not paid for the service that was providedThe
amount that was left owing was $This amount has been transferred to Ciowa Heath's active account and Ciowa accepted responsibility for the billing amount as he made a payment arrangement on the balanceAt this time this would become a civil matter between Ciowa and his brother ***The billing amount with OGE has been resolved and OGE considers this case closed
OGE has also discovered that the customer that is making this complaint and also listed on Ciowa's account as a roommate has an unpaid final bill in the amount of $from a prior address that OGE provided service to and was not paid forThat address is N Miller AVE Wanette OKOGE will now be transferring this amount to Ciowa's active account for payment in full
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No they were not roommates that that address because in me and my husband lived in FLORIDAAnd as per the address in wanette, that has been taken care of
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If either bill is added to my correct account we will hectic a lawyer and sue oge because in for the simply fact that *** *** used my husbands name with out permission there for since we were in Florida in And it needs to be taken offOf the current bill
Final Business Response /* (4000, 15, 2015/08/03) */
OGE will not be removing either one of the two bills and considers this matter closed

The address that has been provided in the complaint does not show that a refund is due on this account as the account is currently active Please have the customer provide the address where the refund was due and/or the account number that is in question

Complaint: ***
I am rejecting this response because:
I am convinced that the practice of requiring a deposit within days of beginning electric service with one email warning is an unfair business practiceAlthough this one email may absolve OG&E of liability to cooperate with customers, it creates mistrust and a negative business/customer relationshipIn addition to canceling my $reconnect fee, I am asking Revdex.com of Central Oklahoma to strongly advise OG&E to change their business practices by: 1) having the customer pay their deposit with the first electric bill and 2) canceling existing $reconnect fees (which are more than the fee to begin service in the first place)I appreciate you being my advocate in this regard
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/08) */
Mrs***'s refund check was mailed on 08/26/OGE shows that this check was cashed on 08/28/

Our records show the customer transferred to this location on 10/30/17. The final bill from the previous location of $was transferred to the new account on 12/8/A month payment arrangement was made on 1/3/on the balance $The 1st payment was made as agreed. The
2nd amount of $was due by 2/23/18. A payment of $was made on 2/25/The arrangement broke due to the payment being late and not the full amountThe customer called on 3/9/and was advised why the arrangement broke and that there was no cut-off notice issued at that time and if the amount went unpaid by the next cycle cut-off date of 4/9/18, service would be disconnectedBecause there was not a cut-off notice issued at that time, did not mean that a notice could not be issued soonerAn out-of-cycle cut-off notice was issued on 3/12/on the past due amount of $showing it must be paid by 3/22/to avoid disconnectionA 2nd notice was issued on 3/15/showing the sameThe amount went unpaid and service was disconnected on 3/23/The customer called in and the above was explained and $must be paid to reconnect service. The customer requested to speak to a supervisor and a call back request was submitted. A payment of $was made and service was reconnectedA supervisor attempted to call later that day and had to leave a voice message that OGE had returned the callAnother cut-off notice was issued on 3/27/for the amount $that was now past due showing must be paid by 4/9/to avoid disconnectionThis notice is still in effect as the past due amount remains unpaidThe customer called on 3/28/and it was explained that another supervisor call request was not needed as the customer was advised the same information as a supervisor would. Since the previous broken arrangement has now been paid, another arrangement is available if desired. After review of the complaint issues, we have found no violation of OGE policy. Thank you

All customers are required to maintain a satisfactory payment history with OGE. At anytime a customer has or more late payments, any disconnect notices, or returned checks on the account within a month period the account is reviewed to ensure that there is a deposit of sufficient
size in the event of nonpayment. The ***'s have had late payments in the past months so it has become necessary to secure the account with a deposit. Once the customer has months of satisfactory payment history the deposit will be returned to the customer. In order to have satisfactory payment history the customer would need to have no more than late payments, no disconnect orders, and no returned checks. All policies and procedures have been followed and OGE considers this matter closed

Complaint: ***
I am rejecting this response because: I AM DISPUTING THE AMOUNT OF OLD BILL THAT THEY FORCED ME TO PAY IN ORDER TO HAVE SERVICEI WANT THE AMOUNT OF THE BILL REFUNDED TO MY ACCOUNT NOT TO MENTION THAT OG&E CUSTOMER SERVICE TOLD ME THERE WAS ENOUGH PLEDGES ON THE ACCOUNT TO COVER THE PAY ARRANGEMENTI WOULD NOT HAVE ALLOWED MY ARRANGEMENTS TO BE BROKEN OVER DOLLARS KNOWING I WOULD HAVE TO PAY ENTIRE BILL IN FULL IF I DIDI HAVE PAID SINCE SEPTON MY BILLS AND THE TOTAL OF MY BILLS DUE SINCE JULY 30TH ARE TO CURRENT DATEHOW IS THIS EVEN ACCURATE INFORMATION THAT WE ARE RECEIVINGI AM REQUESTING FULL REFUND OF OLD BILL THAT IS NOT MY RESPONSIBILITY AS I CALLED TO HAVE SERVICE DISCONNECTED ON MAY 27TH OF SAID YEAR. FROM OG&E
Sincerely,
*** ***

We are currently addressing this same inquiry through an open complaint with the Oklahoma Corporation CommissionPlease advise if Mr*** would like a response through the Revdex.com also.Tell us why here