REA Energy Cooperative Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am offended by REA stating I "apparently will not accept our offer to help her, by dealing with her insurance company directly", and, "We just need the customer to pass this information onto their insurance agent", as I told REA SEVERAL TIMES that I DID inform my insurance agent of this and he instructed me to get something in writing from REA.   Apparently, they were NOT listening to what I said regarding this, and, yet again, acted unprofessionally by making untrue accusations against me.  It amazes me that they can state what I asked for in writing for the Revdex.com but refused to send me a similar letter without providing me with ANY explanation as to why they refuse to do so.   I will not accept their response to resolve this complaint until they give me a legitimate reason for refusing to provide me with a letter regarding replacing the REA water tank on 6/23/17.  A LEGITIMATE reason, not just a blanket statement saying, "we don't do that."   Perhaps REA needs to hire an educated professional to handle customer service complaints properly.   
 
Regards,
[redacted]

Review: REA placed a voltage limiting device on my residence for a debt under $300(3 Months of service) after allowing me to pay three months at a time for over a year. I called and spoke with the head supervisor in the Indiana office (Renee) and she verbally acknowledged that my payment schedule had only deviated roughly one week. The only reason I pay in this manner is because their archaic payment options force me to pay in person. Their office hours are also not in line with standard(Banking Hours).Desired Settlement: Any charges related to the installation or removal of their voltage limiting device should be credited to my account.

Business

Response:

RE: [redacted]Dear [redacted]:This letter is in regards to the Customer Complaint ID [redacted], filed against REA Energy Cooperative Corp. Although listed on the electric account, the conversation I had in regards to this matter was with a Mr. [redacted], also listed on the account, not Ms. [redacted]he person filing the complaint.REA Energy makes several attempts to contact consumers, prior to someone being disconnected or in this case, someone's service being limited (During winter months, REA Energy chooses to give members partial power instead of completely disconnecting service). After the first months missed payment, a notice is printed on the consumer's bill the following month reminding that they have a past due amount and to contact our office if they are experiencing difficulties. We heard nothing from Ms. [redacted] or Mr. [redacted]. On the third month of a missed payment, a disconnection or load limiting notice is printed on their bill reminding a member that their payment in full is due by a specified date to prevent disconnection or load limiting. In this case, the date printed on their bill was the 24th of November. We again heard nothing. On November 19, a letter was mailed reminding them of the payment due on November 24. No contact was made with our office by Ms, [redacted] or Mr. [redacted]. Since the payment was not received in the office on November 24, an automated phone call was placed the evening of the 24th but did not go thru because the phone number we had listed on the account was disconnected (When I spoke with Mr. [redacted] on December 1, 2015, I repeated the phone number we had listed on the account. He told me that was an old phone number that was disconnected. REA Energy never received any type of information to update the account with a different phone number. It has since been updated).I spoke Mr. [redacted] on Secember 1, 2015 and explained all of the above to him. Since July of 2012, when the account was opened, payments by them have varied. Some being monthly, some every 2 months and most every 3 months but, payments have always been received in the office by the 24th of each month (his due date). Since all attempts made by REA Energy to receive payment went un-noticed the service was limited (not disconnected) on December 1, 2015. If you have any further questions, please contact me at ###-###-####. Thank you.Renee S[redacted]Consumer Service Supervisor