Oklahoma Gas & Electric

You still have not answered my question where is this in a agreement between oge and myself I never signed any paperwork you record every conversation so review them this has never been discussed and I have never went down there face to face this is not legal and oge should not break hard working peoples backs to make a dollar 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
Mrs. [redacted] currently has two active accounts. This would be considered additional service. When a customer has multiple accounts with OGE, OGE will review the prior payment history and determine if the customer will be required to pay a deposit...

to have service at the additional address. Mrs. [redacted] has had 9 late payments in the past 12 months, therefore a deposit would be required to have additional service. The customer can have the deposit returned once she has 12 months of satisfactory payment history with no more than 2 late payments, no disconnect orders, and no returned checks in a 12 month period. Deposits are calculated on each individual address. OGE uses the most recent 12 months of usage to determine the deposit amount and the deposit is 2 times the average monthly billing amount. The deposit that has been charged is a warranted deposit amount and will not be waived.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OGE is stating I have 2 active accounts. This was supposed to be a transfer from 6715 w Britton rd to 4908 n Steanson dr Apt A. I filled out a transfer of service online. After reading their repsponse, I went online to check my billing. I am still being charged for services at 6715 w Britton rd. I have not lived there since August 1st and requested the billing be taken out of my name as of August 3rd. Again this is not "additional" service. It was a transfer. Now I need an additional credit for services from August 3rd to August 17th per the last billing cycle for 6715 w Britton rd.
Final Consumer Response /* (2000, 11, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for looking into this matter.
Final Business Response /* (4000, 9, 2015/09/03) */
The customer submitted an online request to have her service transferred. OGE did not process the customer's request correctly. OGE has closed the prior account number of XXXXXXXXX-X and will correct the billing to show that the service was terminated on 08/03/15 which was the customer's requested end date. OGE has also given the customer a credit of $5.90 for the two payments that she made with US Payments. OGE also credited the customer $35.00 dollars for the reconnect fee that was charged for the customer being disconnected for nonpayment of the deposit. Since this was a transfer request the customer would not have had to pay a deposit as her current account did not have a deposit on file. The customer has closed her new account number of XXXXXXXXX-X. The deposit of $330.00 will be credited to the customer's account and once the final bill is generated that amount will be deducted from the deposit and a refund check will be mailed to the mailing address that the customer has on file.

Complaint: 11157781
I am rejecting...

this response because:
IT IS INCORRECT.  WE DID CLOSE THE ACCOUNT FOR 418 S LONGVIEW DR AT THE FIRST OF SEPTEMBER..TRUE, THERE IS AN ACTIVE ACCOUNT FOR THAT ADDRESS BUT IT IS NOT ME!!!!!!!  THEY HAVE MAILED OUT A REFUND CHECK  TIMES NOW AND THEY DO SHOW THEY HAVE SENT IT OUT AND 6 TIMES WE HAVE NEVER RECEIVED IT!!!!!!  WE ENDED UP CHANGING THE ADDRESS TO SEND THE REFUND TO OUR WORK ADDRESS WHICH IS2605 N 11TH ST, ENID, 73701.  IT SILL HAS NOT BEEN SENT!  THEY SAY IT WENT OUT AGAIN THIS PAST THURS, MAR 3.  AS A MATTER OF FACT, THE LAST TIME A WEEK AGO I SPOKE TO OGE, THE LADY WAS RUDE AND SHE TOLD ME THAT THEY, BEING OGE, HAVE DONE ALL THEY CAN DO AND IT WAS NOW BETWEEN ME AND THE POST OFFICE.  THAS IS VERY POOR CUSTOMER SERVICE.  I DO NOW SEE HOW OGE RESPONSE IS THEY DON'T OWE A REFUND TO ME.  CLEARLY, SOMEONE THERE IS NOT UNDERSTANDING THIS  PROBLEM.  I CALLED YOUR Revdex.com OFFICE THURSDAY AND LEFT A MESSAGE AND DID NOT RECEIVE A CALL BACK.  I WOULD APPRECIATE A CALL ON MONDAY ASAP AT 918 519 3708 SO I CAN FURTHER EXPLAIN THIS.  OGE DOES OWE ME A REFUND OF 173.26!!!!!!!!!!!!!!!!!!!!!!!  I EXPECT THAT AMOUNT PLUS INTEREST JUST AS THEY WOULD CHARGE ME IF MY ACCOUNT WAS IN ARREARS FOR AS LONG AS THEY HAVE OWED ME A REFUND!!!!!!!!
Sincerely,
[redacted]

The customer no longer has service at this address. The customer was not charged a deposit when the service was started on 06/16/2015. All OGE customer's are held to the same deposit standards that if they pay late more than 2 times in a 12 month period, have any disconnect orders, or any returned...

checks on their account, there account will be reviewed to ensure that there is a deposit equal to 2 times the average bill in the event of none payment. The customer is eligible to have the deposit returned to them once they have had 12 months of satisfactory payment history. OGE does not have any way of knowing how the customer uses their service inside their home. The customer was provided with energy savings tips that she could use to help lower her billing amount. OGE also does not have anyway of knowing how well the home/apartment is insulated which would also play a factor in the determining how much the billing amount is. If the home/apartment is not insulated well then it could cause the customer to use more service when using their heat/ac. After reviewing the usage for this customer's account, OGE did not find any usage amounts to be higher then what the usage was for prior tenants. OGE has completed the investigation for the billing and the amount is correct and no changes will be made to the billing statements.

Initial Business Response /* (1000, 5, 2015/05/26) */
Mr. [redacted] has failed to provide the requested documentation to resolve this complaint. Based 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 lease. Mr. [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 lease. Mr. [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 back. Mr. [redacted] also stated that he has made this same complaint with the Oklahoma Corporation Commission; however we have not received anything from them. In order to move forward in resolving this matter Mr. [redacted] will need to provide a copy of his lease. If 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 /* (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 it. The 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 people. I live at 614 [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 false and also may have been obtained illegally. There is an electricity meter and a natural gas meter at 608 which is not affiliated with the property I live. I have my own utility service at my address for which I have been responsible for during the last 7 years. I thought this matter had been taken care of internally at OGE from the emails I had sent to the corporate officers. I don't know how to make this any more clear than what it simply is.
Final Business Response /* (4000, 9, 2015/06/15) */
The customer has had this matter resolved with the Oklahoma Corporation Commission. The Oklahoma Corporation Commission opened the complaint on 06/04/15 and closed the complaint the same day. Should you have any further questions regarding this matter, please contact Mr. [redacted]'s investigator [redacted]

Ms. [redacted] called in November to set service in her name at [redacted] The incorrect address was entered and service was started for her at [redacted]. We have corrected this and have Ms. [redacted] set into [redacted] as of 11/15/16. We have reversed any billing for her at the [redacted]...

[redacted] address. Tell us why here...

Any time that a customer has more than 2 late payments, any disconnect orders, or 2 or more returned checks on the account the account is reviewed to ensure that the deposit that is on fill is of sufficient size to secure the account in the event of nonpayment.  As a onetime courtesy OGE waived...

Mr. [redacted]'s deposit; however if the customer has any further late payments the deposit will be reapplied to the account and will not be removed a 2nd time.

Unfortunately another tenant called and transposed 2 of the numbers on the address. We set service for this other customer which moved Mr. [redacted] out automatically. None of his information was conveyed to the new customer calling to set service at this address, therefore none of his personal...

information was compromised. I have corrected Mr. [redacted]'s account. He will still have his same account # [redacted]-6. I apologize for his inconvenience.

The complaint regarding the $377.19 transfer was from billing accrued at [redacted] W [redacted] Rd #[redacted] not [redacted] NW [redacted]. The amount transferred from [redacted] NW [redacted] was $134.29. We already addressed and closed this in the previous Revdex.com complaint in February 2016. If...

the apartment complex found problems with the electrical service inside the apartment then the customer needs to dispute the high bill with them. The meter was and is working correctly at that location. Therefore the amount of $377.19 that was transferred from this address to the current address is a valid charge and will not be reversed.  For the current address of [redacted] W [redacted] Rd #[redacted], the customer is on Average Monthly billing. This is a rolling average, meaning each month the bill is averaged with the previous 12 months usage and will fluctuate each month. Depending on the usage they may have a balance or can also have a credit.  If they request to be removed from the program while they are carrying a balance, that balance will be owed with the next bill. If they request to be removed while there is a credit, the customer can apply that to future billing or receive a check for the credit.

Initial Business Response /* (1000, 8, 2015/11/06) */
On 08/21/15 Mr. [redacted] made the following payment arrangement: Mrs. [redacted] was to pay 102.75 plus his current bill on or before the following due dates; 09/17, 10/19, 11/17, 12/21, 01/20, & 02/19. The first payment was due on 09/17/15...

for a total amount of $318.09. This amount includes the payment arrangement amount of $102.75 plus the customer's current bill of $215.34. The customer made a payment of $43.00 on 08/24/15 reducing the amount due to $275.09, this balance was due on or before 09/17/15. We spoke with [redacted] on 09/04/15 and advised $275.09 was due by 09/17/15. On 09/09/15 the customer made a payment in the amount of $70.00 reducing the balance due to $205.09. On 09/18/15 the customer made a payment in the amount of $206.00. The customers next payment of $303.67 was due on or before 10/19/15. This amount includes the payment arrangement amount of $102.75, the current bill of $191.11, and a late payment charge of $9.81. We spoke with [redacted] on 10/05/15 and advised that the payment of $303.67 to keep the arrangement in place. On 10/18/15 the customer made a payment in the amount of $105.00 reducing the amount due to $198.67. The remaining payment of $198.67 was not paid therefor the customer broke their installment plan. There are not any notes on the account that support the customer's claim that they were advised that they could pay the remaining balance on a later date, as OG&E does not change the terms or due dates of an installment plan once an installment plan is put in place. On 10/26/15 we spoke with [redacted] and we advised that the arrangement had been broke and that and that before we would be able to make any new arrangements on the account the customer would need to pay $413.87 which is remaining balance that was due on the installment plan that the customer broke. OG&E offered social service agency phone number's to the customer to possibly get assistance with payment of the electric bill. We also advised [redacted] that the service would be disconnected starting on 11/03/15 if the account was not brought current. [redacted] advised that her husband got paid on Friday and then disconnected the line. On 10/27/15 a phone call was placed to the phone number that we have on file for the customer reminding them of the past due balance and the scheduled date of when service would be disconnected. OG&E made a 2nd call on 11/02/15 advising of the pending disconnection for the past due balance. On the same day 11/02/15, we spoke with [redacted] and advised that $413.82 had to be paid to avoid the service from being interrupted on 11/03/15. On 11/02/15 we spoke with [redacted] as well and he stated that he had spoken with several area supervisors and that they had looked at the account and told him that it was noted that the customer service representative told him that it was okay to pay $105.00 and they didn't understand why OG&E was not honoring that. OG&E area supervisors do not have access to customer's billing only a supervisor of customer service would have access to a customer's billing. Mr. & Mrs. [redacted] never spoke with a customer service supervisor and there are not any notes that the customer spoke with an area supervisor, nor are they any notes where an area supervisor called and spoke to a customer service supervisor regarding the billing. OG&E does not have area supervisors we do have field supervisors that only handle matters that involve our field employees such as outages, performing line work, tree trimming issues, and emergency situations. On 11/03/15 the service was disconnected for nonpayment. 11/04/15 We advised [redacted] that $413.82 would need to be paid to have the service restored and the $35.00 reconnect fee would be added to the next month's billing statement. On 11/04/15 the customer made payment of $415.00 and OG&E restored the service on the same day. On 11/05/15 we spoke with [redacted] and advised that $188.18 will be due on or before 11/17/15. At this time the customer's account is current. We have reviewed the customer's payment history on this account and due to the number of late payments and the service being disconnected for nonpayment it has become necessary to increase the customer's security deposit on this account. The customer is being charged an additional $220.00 deposit. This amount has been broken up into 2 payments of $110.00 each. The first half will be due with the December 21st billing statement and the 2nd half will be due with the January 20ths billing statement. Once the customer has 12 months of satisfactory payment history the customer's deposit will be applied back to the account. Since the customer has brought their account current, they are now eligible for a new payment arrangement should they need one.

Initial Business Response /* (1000, 5, 2016/02/02) */
Mr. [redacted] scheduled two payments on our website of www.oge.com. The first payment that he scheduled was on 12/19/2015 and post dated the payment to be posted to his account on 01/04/2016. The second payment that he made was on 12/31/2015 and...

he made that payment affective same day. This 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 scheduling. This is not done by an OGE employee. As this is not an OGE error the $10.00 returned check fee is a warranted charge and it will be the customer's responsibility to pay the returned item on his account. OGE considers this matter closed as no error was found on OGE's part and the return check fee will stand.
Initial Consumer Rebuttal /* (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
$10.00 returned check fee at all.
[redacted]

Final Business Response /* (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/collectable. Since the payment was returned as unpaid OGE did not receive the money and the return check charge will remain as a charge to the customer. OGE has to pay a handling fee for reach return item that we receive of $10.00 dollars. This fee is then charged back to the customer. OGE will not be removing the return check charge as it is a warranted charge and considers this matter closed.

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]

After further review of this damage to OGE property issue, we have discovered they we were given incorrect information.  We have found that the damage was caused by another person, not this customer, and that the other party will be responsible for the damages, not Mrs. [redacted].  We do apologize for the incorrect information we were provided and have rescinded any further action with Mrs. [redacted].  Thank you.

Complaint: [redacted]
I am rejecting this response because:This reply does not address any of my concerns. In fact, some of the information in this response was provided as part of my complaint, namely the description of Average Monthly Billing (AMB) as I included the description of that program as provided by OG&E's website to show what they purport the scope of the charges under AMB would be though that directly conflicted with what customer service told me and with the numbers I took off of my previous bills.So perhaps some solid numbers will help shine some light on this situation. As follows are my bill totals: June 2016 -- 176.38May 2016 -- 106.65April 2016 -- 85.45March 2016 -- 72.72February 2016 -- 75.09January 2016 -- 82.45December 2015 -- 74.37November 2015 -- 96.08October 2015 -- 193.11September 2015 -- 299.25August 2015 -- 406.18July 2015 -- 336.99June 2015 -- 191.12 If you do as they say and take the previous 11 months' worth of bills and the current month's bill for June that would be 176.38, 106.65, 85.45, 72.72, 75.09, 82.45, 74.37, 96.08, 193.11, 299.25, 406.18, and 336.99 added together to get 2004.72 -- divide that by 12 and the total is 167.06, a far cry from the $182 even the website showed and customer service avowed was correct. However, if you take the previous 12 months worth of bills and the current month's bill for June that would be 176.38, 106.65, 85.45, 72.72, 75.09, 82.45, 74.37, 96.08, 193.11, 299.25, 406.18, 336.99, AND 191.12 for June 2015 and added all those together to get 2195.84 -- divide that by 12 and the total is 182.98, which is well within the tolerance for rounding errors to yield the total supplied by their website $182 even.  That is exactly what customer service told me was done, and that is expressly NOT what their website and this response that I am rejecting says they do.
Sincerely,
[redacted]

We have reviewed the recent outages. Previous outage was caused by trees in the riser causing the fuse to blow. The most recent outage was caused by storms in the area with lightning that caused the same riser fuse to blow. During this outage the trees around this riser were...

trimmed.  Trimming the trees along the circuit should help avoid future outages. We have our Vegetation Manager inspecting the lines today to assess any issues that we can address.

Customer called on 08/21/2016 and entered into a payment arrangement for the balance of $254.33 split into 6 payments of $42.38 + current bill for Sept - Feb with the first payment being due 09/13/16. Customer paid $43.50 but did not pay current bill. They called back 09/28/16 and we...

renegotiated as a one time courtesy. Since the customer previous bill had not been paid the balance of the new arrangement was $429.43 split into 6 payments of $71.57 with the first payment being a standalone payment of $71.57 due 10/14/16. This payment was made. The remaining 5 payments of $71.57 were due with the current bill November - March. Customer had $71.57 + Current bill = $173.32 due by 11/14/16. Customer paid $100.50, which cause the arrangement to break. We gave the customer 2 payment arrangements of which both were broken due to non payment. Customer was mailed a disconnect notice and has since made payment of $328.The account has a remaining past due of $36.08 however they are currently not in danger of disconnection. This balance has been added with their current bill $75.23 for an account balance of $111.31 due 12/13/16.

I reviewed the call between Mr. [redacted] and OGE on 12/12/17. During the call Mr. [redacted] stated that he had made an online check request through his bank a week prior. We advised him we post checks the same day they are recieved and we had not yet recieved this payment. We advised him to go back...

to his bank to research. At no time during the call did we advise him to make another payment nor to cancel the existing payment that he says was already processed with his bank. We did recieve a payment made through his OGE online account the same day. The payment from his bank was recieved 12/20/17 and declined by his bank. We sent a notice to the customer. He called 12/27/17 and advised that the check returned was due to him putting a stop payment through his bank because the original payment was an account number error made by either him or his bank.

Our records show an increased deposit of $160.00 was charged to the account on 2/14/18 and split into two equal amounts of $80.00 each due with the next two invoice due dates.  We show the reason for the increased deposit is due to late payment history. The customer account activity shows...

there have been 8 payments received after the due date within the last 12 months. A payment is considered late if received any time after the due date listed on the invoice, not 30-days past the due date as the customer has suggested. There was a deposit warning notice included on the invoice issued on 8/15/17 that stated if the account carries a balance from the previous invoice twice in any 12 month period, the deposit will be increased up to two times the average bill from the last twelve months.  Any secured deposits on the account may be refunded at the time of closure of the account where service is not being transferred to another location, or if there have been 12 consecutive months of on time payments with no more than two being late within that period. The customer did request to speak to a Call Center supervisor on 2/16/18 and a return call request was submitted. I have reviewed this call 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. A return call was made by a supervisor that same day and the customer was unable to be reached on the phone number provided so a voice message was left to notify of the returned call.  In review of this matter, we have found no violation of company policy nor any error found on the part of OGE.  Please let us know if you should need any further information on this issue.  Thank you.

Customer is currently on a payment arrangement that was set on 10/24/16. The payment arrangement consists of 6 installments of $32.08. The first installment of $32.08 plus an increase deposit of $87.50 totaling $119.58 due 11/07/16. The second installment will be this same amount $32.08 plus an...

increase deposit of $87.50 totaling $119.58  plus the current bill due 12/06/16. The next 4 installments will be $32.08 plus current bill due 01/06/17,  02/06/17, 03/08/17, and 04/05/17. As long as the customer keeps the payment arrangement they will not be in danger of disconnection. A billing adjustment on this account is neither warranted or necessary. Thank you.

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 office. She will process the rebate and has been timely and professional with her response. 
Sincerely,
[redacted]