Oklahoma Gas & Electric

The customer was advised of the deposit guidelines and due date via email. Unfortunately the deposit was not paid by the required due date so the service was disconnected. As a result of service being disconnected the customer was charged a $reconnect. This charge is a valid
charge and will not be waived as each customer that is disconnected for nonpayment is charged this fee. If there was prior customer at this location the service is left on so that the new customer will have business days to pay the deposit; however if the service is currently off at the address that the customer is moving into then the deposit is required to be paid up front before the service will be turned. Attached is a copy of the email that the customer received regarding their new accountOGE will not be removing the reconnect fee and considers this matter closed

The customer has now filed this same complaint with the Oklahoma Corporation Commission. We are a regulated utility by the OCC so until the OCC has closed this complaint OGE is no longer able to communicate with the customer regarding this matter. Should the customer need further assistance he will need to contact his investigator with the OCC

As OGE has adequately respojnded to this issue and no violation of OGE policy has been found, we consider this matter closed

Unfortunately another customer called and gave the wrong address which closed out the ***'s accountThe error has been corrected and the new account has been reset to the Average Monthly Billing programWe apologize for any inconvenience this may have caused Mrand Mrs***

Revdex.com:
I have reviewed the response made by OG&E in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Ms. *** started service at this address 05/22/Her deposit of $from her previous address was transferred to this addressSince starting service she has paid late of the months at this addressHer account has carried a balance out of the monthsHer past due balance at
this time is over $300, which is twice the amount of the initial deposit, therefore we have increased her deposit by $splitting it into payments of $due with her March invoice which was due 03/13/and we have not received payment at this time and a 2nd payment of $due 04/11/with her bill. If Ms*** goes months with no more than late payments and no disconnects for nonpayment, her full deposit will be refunded to her

In regard to the customer rejection: As stated in our last response, the usage at the location abruptly dropped on 01/31/18, this was before the customer contacted us to report the meter display issue and before the meter was replaced on 02/02/18. Also as previously stated, the meter was still recording the usage properly and accurately communicating the kWh readings as normal, the meter was changed only because the display was faded due to sun exposure. As a result, the usage dropping and the meter being replaced are two separate and unrelated events and therefore are not linked. As we have addressed with the customer on multiple occasions through our Customer Service department and through the Oklahoma Corporation Commission, OGE cannot know definitively why or what causes increased electricity usage. The meter is simply a kWh recording device, all we can do is relay the amount of recorded usage to the customer and can then only suggest possible causes of usage differences when asked. It is not the responsibility of OGE to determine what inside the home or any condition on the customer's side of the meter may be using the electricity or may be the cause of claimed abnormalities in usage, this would be the customer's responsibility. We provided detailed usage information to the Oklahoma Corporation Commission on this issue including a usage chart showing a direct correlation between outside temperatures decreasing and the usage in the home increasing, but again, since OGE cannot know the exact source of the usage, we cannot identify the cause of that correlation. The customer appears to have addressed whatever the cause of the abincrease in usage was at the location around 01/31/when the usage abruptly dropped, but it was not the meter. As OGE has responded to this customer issue as requested, unless the Revdex.com has further need of specific information related to this customer issue, we will consider the matter as closed Thank you

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
My hope is that OG&E stops blaming the customer and looks at other options first (this goes for fraudulent claims as well as errorneous labor bills)
Sincerely,
*** ***

Justin has made this same complaint with the OCC (Oklahoma Corporation Commission), at this time the complaint is still open with the OCC so we would not be able to discuss or release any information regarding this matter. The customer will need to contact his investigator with the OCC to
determine the resolution

Due to the return mail, the late fee has been waived as a one time courtesy

Our records indicate service from 03/- 06/at *** NW ** *** ** When service was stopped the final bill was $This balance transferred to the next location *** NW ** *** * for service from 06/- 02/The final bill at this address was $This balance was transferred to the account at *** W *** Rd Apt ***Service at this address was from 02/- 03/The final bill here was $which transferred to the current address at *** W *** Rd Apt *** which began service 02/and is still the current open account

I did verify that we have been sending Ms***'s correspondence to her previous addressThis was corrected as of her last bill and it was mailed to the correct address 09/26/Since she did make her payment I will reinstate the payment arrangement as a onetime courtesy for the remaining
months of the previous broken arrangementI will mail out a new Installment Plan letter to her current addressThis will divide her past due balance of $456.58 into payments of $due plus the current bill Oct - JanuaryHer bill has already produced this month so please note she will have $+$current bill = $due by 10/17/If this arrangement breaks the full balance will be due to avoid disconnection.Tell us why here

The address that is listed on the complaint is incorrectThe correct address is *** ** ** ***OGE did not violate our policy as service will be disconnected anytime that a deposit has not been paidA deposit is a condition of service and until the deposit has been paid your account has not
be established and you are not an OGE customerAlso disconnects will occur during the winter months for past due balances as long as the temperatures are predicated to be above degrees at some point during the dayThe temperature does not have to remain above degrees just has to be predicted to be above The customer made his deposit payment by check however that payment was returned to OGE as unpaid by his bankSince the payment was returned the customer has still not paid the required deposit amount of $so he has not meet the condition of service of becoming an OGE customerThe customer was given a life threatening claim in error but an OGE representative as they did not see that the deposit payment has been returnedAt this time the customer has until 03/14/to bring the account current and pay the account in fullThe amount that is due is $

Initial Business Response /* (1000, 5, 2015/12/22) */
The customer's increased security deposit was waived on 12/11/and a new payment arrangement was put in placeI have reviewed the email communication with this customer and I am not showing where OGE advised that it was our errorAs a
courtesy the representative removed the increased deposit leaving the customer with a balance of $due on or before 12/14/The customer called OGE on 12/14/and made a payment arrangement with out automated system

Complaint: ***
I am rejecting this response because:People working pay check to pay check do not need an electric company holding their electric service over people's heads like OGE does They never responded to what I was complaining about They need to review their policy's about people who are in a hardship, struggling to pay, but cant help them out This company has NO empathy for people who come up on hard times
Sincerely,
*** ***

A deposit is based on times the average and is address specificIf Mr*** goes months with no more than late payments his deposit will be returned to him, or of course if he moves out before months it will be applied to his final bill and he will be mailed the differenceMr***
set up his online account 06/21/and made a payment of $with the routing # ending in and the account # ending in ***This payment returned and service was disconnectedHe then added a different account with the routing # ending in and account # ending in 1920. Both payments were made with the same routing number but a different checking account numberThe second payment was processed and has not returnedThe $fee is a standard reconnect fee not a late fee

Final Consumer Response /* (2000, 6, 2015/06/24) */

We have researched this issue and did discover an error in processing the customer request for transfer of servicePer the customer request, we have corrected the move out date of the previous account at *** N *** #***, OKC to the desired date of 03/17/We have reversed the previously
issued biling amount of $and have re-billed the correct amount from 03/11/to the move out date of 03/17/The corrected final bill amount is $This amount has been transferred to the new account at *** *** Ave, OKC and will show on the next bill to be issued on 05/18/We do apologize for this error and hope this resolution will be satisfactory to our valued customerPlease let us know if you should have any further questions on this issueThank you.Tell us why here

We received a call for blinking lights in the neighborhood. When the field man arrived they found the issue was caused by damage to the OGE underground line at the address of [redacted]. The damage to our line was caused by someone working on a sewer line at...

this address.   Since the damage was caused by an individual they are responsible for the repair cost. If the [redacted]s are not the responsible party, they can call CMR (phone # provided on the letter) and advise whom they contracted for sewer repair and they will be contacted and responsible for the charges. There was nobody at the address when we arrived to do the repair, but the cause was evident. Therefore our protocol is to start with the homeowner hoping they know who was doing work on their property.

Initial Business Response /* (1000, 5, 2015/10/20) */
[redacted] made this same complaint with the Oklahoma Corporation Commission on 10/07/15. The customer made a life threatening claim on 08/27/15 and had until 09/28/15 to return the form and call back and request the additional 30 days. Per...

OGE records we show that the form was received on 10/06/15. Since the form and the customer not requesting the additional 30 days by 09/28/15 we would not be able offer any further arrangements or life threatening claims until this claim has been satisfied. The customer will need to pay $917.00 before a new claim can be made. There has not been any payments made on this account since the customer has had service at this location. The customer started service at this address on 04/28/15. On the letter that is sent to the customer it states that you must return the form and call back if additional time is needed within the 30 day extension that was placed on the account. The customer failed to call and return the medical form within the 30 days provide. The customer's service will remain off until the full past due balance of $1112.15 has been paid.