Pearl Coffee Company

[redacted] contacted our member service department on December 5, to request a payment extension The electric usage for the amount in question was from September – October 23, and included in the member’s statement dated October 26, The payment was initially due on November 21, We give our members an additional days before the account is subject to disconnection, making this member’s payment due on December 12, Our representative denied the extension request for December 16, based the member’s history since connecting service in May, 2016:· 1st payment was returned due to insufficient funds· Account continuously is in arrears By the time we received the complaint, a payment totaling $***was received on December 13, satisfying the disputed amount of $ [redacted]

Kris called from the business she stated that Mrs [redacted] information is protectedThey use [redacted] compliant and [redacted] compliant and take this seriously to protect any consumersKris stated that Mrs [redacted] isn't in any danger at allMrs [redacted] isn't satisfied with the Pay Now option they offerThe Pay Now option requires the last name on the account and the account numberThe only available information is the amount owed all other information is blacked out to protect the consumerKris stated that the business uses the account number as the password there is no way to input a passwordThe other option to pay is by check freeWhen using check free you can pay but you can not view a billThis system is being updated to eventually be able to view a bill but can take up to a year to completely finish

Our supervisor spoke w/ member and gave budget billing & prepay optionsOutcome: changed her bill cycle, she will start budget billing, waived her deposit and adjusted her credit ratingOnce she pays her current bill, we will set the account up budget billing for the next billShe knows to keep the deposit off, she must make payments on time

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

From: Brenda B*** Sent: Monday, September 11, 9:AMTo: ' [redacted] ' < [redacted] >Cc: Kris S [redacted] < [redacted] >; V [redacted] < [redacted] >Subject: RE case number [redacted] In Reference to Revdex.com Case # [redacted] Mr*** phoned in on the 25th of August and requested an extension through the Automated systemAt that time he had a day overdue balance which is why the automated system declined his extensionWhen he phoned in on the 29th he had paid the day debt and our representative was able to provide an extension until Sept 11, which Mr*** has keptDuring the August 29th call Mr*** also mentioned that he had medical issues that required electricity and we have mailed him the Special Medical Condition paperwork.If I can be of additional assistance please feel free to contact meSincerely, Brenda B [redacted]

We have reached out to the member to address her issue and questions. More to come when the member returns our phone call

Mr*** returned my phone call from his cell phone and stated that's the best way to reach him (***)***-***The account name with REC is *** Management Corporation The six properties the payment were to be applied to were as follows: * *** Newtown Court * *** Newtown Court Apt
(*** *** *** Apt 1) * *** *** *** Drive *** *** *** Drive *** *** *** Drive * *** *** *** ***A check was written from *** Management Corporation in the amount of $***.** check number on February 7,Mr*** stated that his bank confirmed that the check was cashed

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

*** *** called after being disconnected for non-payment on January 24, 2017. The call was escalated to me that afternoon. She indicated that her daughter set her account up on electronic billing and that was why she didn’t get the statements. We discussed her balance and
the payments we received to explain why she had a past due balance of $***. In addition, a $*** reconnected was needed with the past due balance to reconnect service. Mrs*** said she gives her daughter money to pay the bill and said it should be more than what we received. We received two payments of $*** each in January. One payment was received on January 18, and the other payment was received on January 20, She said it should have been more than that and we were cheating her. She didn’t say how much it should have been but she uses a card that she gets from work to make payments and doesn’t receive statements to track her transactions. She ended the call. A payment was made on January 27, and her service was reconnected. Please contact me if additional information is needed concerning this complaint. Sincerely, Virginia *J***Member Service Supervisor*** ***-Rappahannock Electric Cooperative Legal Disclaimer- This message may contain confidential and/or proprietary information, and is intended for the person/entity to whom it was originally addressedAny use by others is strictly prohibited

Virginia called stated that Ms*** called on 1/18/and made a payment over $***Paying that amount extended her payment date to Feb 6thA payment has to be made in the amount of $*** before the end of the business day on February 6,to bring her account to full

Please see attached

Called business spoke with Missy S*** she stated that she originally spoke with Mr*** on 3/two payments were made of *** and ***Those amounts were owed on two accountsSince the payment was sent in bills have come out and the balance was applied to those accounts leaving an over payment of $*** that is being refunded to Mr***Missy stated she is going to fax over a copy of documents she has to show were the money wentShe stated that with the new system sometimes it goes in and out of the account a couple of times before it completely post so you have to pay attention to the statement and cross out when it goes in and out of the account until it is equal and noticeable that the funds are there

Our supervisor researched Ms***’ account yesterday, and felt she would be a great fit for PrePay; however, she started SMCC in July. After speaking with
her this evening, she totally misunderstood the purpose of SMCC and felt that we were treating her differently ever since she started it. After the supervisor explained how PrePay works, she was thrilled. She truly feels it would be best for her, and wants to be removed from SMCC. Ms*** was very thankful we called her and explained both options. She had time to speak with a representative to transition from traditional to PrePay, so it was handled in one phone call. ** *** ***

Kris called from the business she stated that Mrs*** information is protectedThey use *** compliant and *** *** compliant and take this seriously to protect any consumersKris stated that Mrs*** isn't in any danger at allMrs*** isn't satisfied with the Pay Now option they
offerThe Pay Now option requires the last name on the account and the account numberThe only available information is the amount owed all other information is blacked out to protect the consumerKris stated that the business uses the account number as the password there is no way to input a passwordThe other option to pay is by check freeWhen using check free you can pay but you can not view a billThis system is being updated to eventually be able to view a bill but can take up to a year to completely finish

The disconnect notice was sent on 1/25/for $***
The member called to make payment arrangements but because the service started in Oct and have only made one payment of $**we are not able to extend the account at this time
We asked her to make a payment by February 10, which
she did.If the member paid $***by February 10, then we told her that she can pay the difference on February 12, 2016.She is not receiving her bills due to no receptacle, per the post office

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
The customer contacted Revdex.com and stated that a supervisor did reach out to her and satisfied the details of her complaintShe requested that this complaint be closed as it had been resolved by the business

Attached is the information from our ***. They do not have record of receiving the payment stubs for $*** and $***; however, those amounts were paid March 17, which may explain some of Mr***' concerns that we did not give him credit for the full amount of the check. Based on the detailed information Missy S*** sent to you, it should be very clear that we did give him credit for the entire payment. Please contact me if you have questions, or if I can be of further assistance. Sincerely, Deborah * S*Supervisor of Billing, CIS & Metering ServicesRappahannock Electric CooperativePO Box ***, VA ***-***-***-*** or ***-***-*** Ext ***

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please see attached. Regards,[redacted]

Our supervisor spoke w/ member and gave budget billing & prepay options. Outcome:  changed her bill cycle, she will start budget billing, waived her deposit and adjusted her credit rating. Once she pays her current bill, we will set the account up budget billing for the next bill. She...

knows to keep the deposit off, she must make payments on time.

From: Brenda B[redacted] Sent: Monday, September 11, 2017 9:52 AMTo: '[redacted]' <[redacted]>Cc: Kris S[redacted] <[redacted]>; V[redacted] <[redacted]>Subject: RE case number [redacted] In Reference to...

Revdex.com Case # [redacted]. Mr. [redacted] phoned in on the 25th of August and requested an extension through the Automated system. At that time he had a 60 day overdue balance which is why the automated system declined his extension. When he phoned in on the 29th he had paid the 60  day debt and our representative was able to provide an extension until Sept 11, 2017 which Mr. [redacted] has kept. During the August 29th call Mr. [redacted] also mentioned that he had  medical issues that required electricity and we have mailed him the Special Medical Condition paperwork.If I can be of additional assistance  please feel free to contact me. Sincerely, Brenda B[redacted]