Service Electric Cablevision

Dear [redacted] established service with us November 25, 2014. Our records indicate there were no payments made on this account to date. On March 4,2015 we disconnected the account for non-payment. Our installation work order dated 11/25/14 which was signed by [redacted]...

[redacted] states:"Delinquency/Disconnection- An account balance becomes past due after the due date shown on the statement. A late notice will be included in the next monthly bill. If an account continues past due for more than 60 days, service will be scheduled for disconnection. To avoid disconnection and a reconnection fee, the entire balance, the entire balance must be paid in full..."
Additionally, a monthly billing statement is provided to each customer and states the same policy. Our monthly statements are the notification to our customers of the status of their account. We reviewed the account and have determined that no action is required at this time.
Respectfully,
Barbara W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Quite eloquent service electric!!!  about 2 years ago you changed your name(i am assuming a buy out) and raised my rates $10,saying you were evening me up w/your other customers.did you not know then what service(tier) I had???
                                                            I also think Revdex.com and others should be aware of your monopoly in my area.I have contacted verzon(they have fiber optics 2 blocks from my house) and Xfinity etc. for alternatives to your horribly expensive and even more horrible programming.they all tell me they cant come here because you have a MONOPOLY!!! At $65 a month,the price was too high for what you have available.now you raise it another $40 a month?!?!?!Monopolies are illegal for the purpose of protecting people from the gouging you are doing!!
                                                           I still cant believe you wouldnt compromise on the back charges to keep a customer.I guess thats the power a monopoly gives you.take it or leave it!!!!
              Some business practices are 'charge whatever the market will bear'.well I cant bear it!!
in closing ,I dont believe you can back charge after acknowledging full payment and admitting it was your mistake!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The first letter from her states a different statement about my account in reference to the same dates and payment and policy. They do not deny they denied me a payment plan when I asked for one. They do not deny they would not fix my bill as I asked them to do. I was billed for services that I did not use nor would be using, and now I have received a bill for 1,500.00 plus in services and fees, even though this is pending with your Bureau. As a paying customer , I deserve to use the services that I paid for as well , not just what they pre-bill. This bill , the new one, is also for services in a month that I was pre- billed. I was shut off for services that I have not even used yet , let alone had a chance to pay for in a weeks time ? 33.41 in question ? Please make them correct this. I did not deserve treated in this unfair fashion from day 1 of ordering service by SOME of their staff. Thank You, [redacted].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  A supervisor and very knowledgeable tech from Service Electric has come out to the house on the indicated date in their response.  They made some minor adjustments which seems to have resolved the ingress (tiling) issue I was having (though it only has been a couple days and I really haven't watched the problem channels that often yet).   I will monitor these changes Sunday night since the issue is intermittent (and the problem always appears during that time while I am watching).  They also adjusted the noise on the line to lower the upstream power level on my cable modem. The modem was upstreaming at a 50/51 dBmv level before they arrived and now it has been lowered to a 47/48 dBmV since they made the changes.  If the problem does reappear, I will contact them again directly.  The also indicated to me that they are currently monitoring the line as well from their end.  I am satisfied with (and appreciate) their effort.  Thanks for your help.
Regards,
[redacted]

We do apologize if this customer was sent marketing advertisements in the mail she chooses not to receive. 
We have taken the necessary steps to discontinue mailing with as many of the advertising agents we work with as possible.  This could take several weeks to...

go through since some of these marketing distributions are scheduled months in advance but eventually it should catch up and stop being sent to this address.  Other notifications such as annual customer notifications, rate changes, channel removals will continue as regulated required notifications.  If they have any further questions please let us know.
Thanks  
Lindy W[redacted] (Office Manager)
Service Electric Cablevision Inc
[redacted]
Northumberland PA [redacted]
###-###-####

Once during each of the past 3 months **. [redacted] has contacted the company indicating that he was experiencing an issue with his Internet service.  Each time a technician was...

dispatched to his home to try to identify any issue and take necessary corrective actions.  With the third service call, a field supervisor accompanied the technician as is our policy with repeat trouble calls.  On that visit a minor adjustment was made to the tap feeding the Internet signal to **. [redacted]'s cable modem within his home, but no significant service interrupting issues were determined.  During  a follow-up phone call with **. [redacted] on April 17, 2014, he indicated to the Assistant General Manager and Office Manager that his Internet service has been satisfactory.
During the third visit, various tests were performed and it was determined that the speed of the Internet access was meeting the level of residential service to which **. [redacted] subscribes.  In discussing things and reviewing the networking that **. [redacted] performs beyond the cable modem, the field supervisor indicated that it may be the network set-up and routing being performed that was causing the issues he was experiencing.  The supervisor explained to **. [redacted] that the company cannot be responsible for any service impact caused by anything in the home beyond the cable modem or speed affecting issue caused by Internet sites that are beyond our network and thus out of our control. 
During one of several follow up phone calls to the third service visit, there was discussion about use of a VPN possibly causing the issues he was experiencing but there was no intention of indicating that the use of a VPN was a violation of the company's Internet Terms of Service (TOS) Agreement.  During the April 17th follow up call, the Assistant General Manager apologized for any misunderstanding regarding the use of a VPN.  **. [redacted] indicated that when he placed the calls to inform us of his issues, he felt that there was hesitancy on the part of the Customer Service Representative (CSR) to send a technician.  The Assistant General Manager indicated that we certainly didn't mean to give him that feeling as the CSR was just trying to use all of the remote trouble shooting tools that we have available to check the status of the Internet connection and service before having to dispatch a technician.   **. [redacted] said that he appreciated the apologies.  The call was ended amicably with both parties looking to move forward with this situation behind us.

[redacted]
Roman" size="3">
Sunbury, PA [redacted]
Complaint ID - [redacted]
There is an outstanding balance of $313.66 and leased
unreturned equipment for $123.55= $437.21 total under account # [redacted]
originally set up under [redacted].  The
address where the bill was incurred is [redacted], Sunbury PA
[redacted].  The balance was incurred from August – October
2009 but we have a signed lease by [redacted] she was still residing at the residence
in 2013.  Copy can be supplied. She states they divorced in 2006 and did not
live there 2009 but could not provide utility bills from a different address
during the time the bill was incurred. 
We have reviewed this situation with [redacted] several times
and most recently in April 2014.  The
circumstances have not changed, therefore, the outstanding balance and
unreturned equipment would need taken care of. If the equipment is returned and ½ of the balance
due is paid we would offer payment arrangements on the remaining balance.
There are numerous internet providers available in the
Sunbury area.  We would be happy to
evaluate any additional documentation she can provide or if you need more information
please let us know.
 
Sincerely,
Melinda W[redacted]

Revdex.com, [redacted] 
(5-28-15) ID # [redacted]
size="3">                                           ...⇄ Date
6/8/15
 
According to our records [redacted] called SECV on
February 25, 2015 at 5:49 PM stating he was not receiving all his
channels.   The Customer Service Rep
determined the channels he was missing are on our Classic Cable tier and he was
only paying for our Local Advantage 23- Channel tier and 5 Meg Internet.    At that time SECV turned on full
encryption.   This would have scrambled
channels customers were not being billed for but possibly receiving.  According to [redacted] he had been
receiving our Full Classic Cable tier but only being billed and paying for the
limited- Local advantage tier for approximately 8 years.
On 2/25/15 he was given the option to (1) only receive the
limited channels he was paying for or (2) upgrade to the Classic Cable Tier for
an additional monthly fee.   During that phone
call (Wave file attached) [redacted]
requested to receive the channels in our Classic Cable Tier which is an upgrade
to the Classic Cable Tier, the channels were added, he was informed of the
additional monthly costs and he also confirmed he was now receiving the
additional channels.
During the encryption project there was a billing backlog
which affected [redacted]’s account. 
This caused a delay in upgraded service charges appearing on his
statement, however, does not preclude him from being responsible for the fees
for the additional channels he received since 2/25/15.  The amount
on his statement printed on 5/7/15 reflects the additional charges for the
difference from 2/25/15 to 5/12/15 for Classic Cable (Total $96.20) plus his monthly
bill for his new package for a total of $197.92.  Nothing has been paid since 4/28/15 so
another statement has printed 6/7/15 adding another month of his new service
which he probably has not received yet. 
Several office staff members have explained this to [redacted] on the telephone and through several detailed emails without success.  (see Attached).  [redacted] has received the Classic Cable
tiers for over 8 years and SECV is only charging to the date we encrypted the
channels and he requested continued delivery of those channels which was 2/25/15.   There was a delay in the charges being on
his statement, however, no credit is warranted in this situation.   If you need additional information please
feel free to contact me, Lindy M[redacted] at ###-###-#### or ###-###-####. I will
be out of the office from 6/12/15 – 6/22/15 with limited access to email or
phone messages.   In my absence you can
reach the assistant office manager, Holly K[redacted].   Thanks
 
                                        ...⇄ Sincerely,
 
 
                                        ...⇄ Melinda
* M[redacted]
                                        ...⇄ Service
Electric Cablevision, Inc.
                                        ...⇄ (Office
Manager)

12-18-14
After the Internet Service was installed at [redacted], Sunbury, PA under [redacted] (Requested service by [redacted]), it was brought to our attention that [redacted] owed a delinquent balance and unreturned equipment from a previous...

address of [redacted], Selinsgrove, PA.   [redacted] signed the work order document on 10/5/10 for installation of the converter equipment.  Additional research revealed more documentation signed by [redacted] for another business under [redacted].  Ours records show he was associated with both businesses at different locations with signed documentation.   The total balances for service and equipment from the two prior accounts is $1,207.80.   SECV then contacted [redacted] with the information we found and offered payment arrangements on the previous delinquent accounts to continue receiving service at his new location.   Due to the large delinquent balances we offered him a reasonable 6 month payment arrangement of approximately $200.00 per month in addition to his current service.  He stated that he would attempt to contact his previous business partner to inquire on the unreturned equipment and would get back to our office.  After several weeks and leaving numerous voice messages to call our office with no response his service was suspended.   After his service was interrupted he contacted SECV, at which point we again offered the previous arrangements which he refused to make and was going to file a complaint with your office.   The above documentation is available upon your request.  We would not provide service to [redacted] or associated businesses until the balances are paid.  If you have questions or need any additional information please feel free to contact me at ###-###-#### or ###-###-#### or email. Sincerely,
Lindy M[redacted]
Office Manager

I do apologize for the delay in this reply, but we are still trying to obtain some additional information from another family member. We are very sorry for their loss and numerous phone conversations she has placed concerning this matter.
SECV was not contacted until April 24, 2015 to...

disconnect service for [redacted] on May 7, 2015 at [redacted] Bloomsburg, PA [redacted]. There is an outstanding balance of $121.39. This will continue to come up in our system until we receive documentation grand-daughter, with the same name, was not residing there at the time the bill was incurred. She said her grandmother passed away in March 2015 but the service was left on until May 7, 2015. The balance was incurred after her passing. Any family member could have been residing at the residence and that is what SECV needs to confirm to determine who is responsible for the balance since they left the service on until May 7, 2015.
Proof of residency may be needed for a variety of reasons. Service Electric may require verification of who is residing at any residence before installation can be scheduled. Photo ID must be provided, a valid lease and/or other utility bills such as electric, gas or water may also be requested. This could be for requested for current residence or previous residence if there is any discrepancies like this situation.
Any costs or time involved in providing proof of residency is the responsibility of the potential customer.
Joan stated she lived elsewhere during April 2015 to current. We do understand if they moved recently they may not have physical bills within reach, however, a phone call can be placed to most utility companies to have a confirmation of service at any address during a specific time-frame. I believe she could request it to be emailed directly to SECV if that would expedite this information.
Once this proof of her residency for the dates above is received or the balance is paid we would be happy to discuss installation with them. Installation can be scheduled in just a few days or up to 2 weeks.
If you need any additional information or have other questions please feel free to contact our office.
Sincerely,
Management

Response to Revdex.com Complaint ID # [redacted] - from [redacted]

size="3">
SECV could not determine a customer account using [redacted],
address of [redacted], Catawissa, PA 17820 or phone number ###-###-####
Service Electric Cablevision (SECV) does offer broadband
service in parts of the Catawissa area.  SECV may
be the only broadband provider in some rural areas but in many areas the local
phone company may provide a DSL high speed Internet service.  If there are no other broadband providers in
an area, it is mainly due to the significant expense required to build and
maintain the network needed to deliver broadband services and the fact that
those areas are sparsely populated.
The other significant cost factor in providing Internet
service is the cost of Internet bandwidth. 
Internet Service Providers (ISPs) must pay for Internet access bandwidth
that is then made available to its customers, typically by offering several
levels of service.  These levels of
service typically vary by offering different speeds to access the Internet and
monthly bandwidth usage limits in order to offer customers options that best
meet their Internet needs. 
The nature of cable modem Internet service is that the
network access is shared across a number of homes that are served by a fiber
optic node, hence cable modem Internet is a "shared" service. ISPs
must manage the local network for maximum efficiency, thus providing each
customer with a robust Internet experience. 
One of the ways the network is managed is through the use of monthly
bandwidth caps.   The bandwidth caps
certainly are not arbitrary but are developed taking into account average
customer bandwidth usage for the various service levels, total network traffic
and the cost of bandwidth.  SECV reviews
bandwidth caps at least on an annual basis. 
Below is an excerpt from our Residential Internet Service Agreement
regarding current bandwidth caps:
To assist customers in managing their monthly bandwidth
usage, SECV makes available an Internet Usage Meter on the customer support
page of our website.  [redacted]
In reviewing and applying monthly bandwidth caps, our
procedures are that an excess usage notice is sent to the customer for the
first and second time that the cap is exceeded. 
The notice explains bandwidth usage and provides information on ways to
manage bandwidth usage.  It is also
indicated that upgrading to a higher level of service may be an option in order
to increase the customer's monthly bandwidth cap.  For the third time the cap is exceeded, a
notice of a 30 day service suspension is sent and the service is typically
suspended a week after the notice is sent in order to give the customer the
opportunity to upgrade their service without any interruption in service.   When service is suspended the customer still
has the option to upgrade their service, ending the suspension.
Mr. [redacted] indicated that 500 GB is the highest
cap available but as noted in the Service Agreement excerpt above there is a higher level available that has a monthly bandwidth cap of
750 GB and that level of service is available in parts of the Catawissa service
area.  If more than 750 GB of bandwidth
is needed, customers also have the option to upgrade to a commercial level of
service through our business partner and ISP, [redacted].
SECV strives to provide quality Internet services at fair
and competitive prices while also managing the network and applying policies so
that customers have the best Internet experience possible. 
If you need any additional information please feel free to contact us toll free at.  ###-###-####  ###-###-####.

These people charge a month in advance something ive never seen any decent business do. I have made my monthly payments from day one which I have proof of!! from on month to the next my bill jumped from the 126 (regular monthly fee plus the 1 month in advance charge which usually comes to (252) all of a sudden bills goes up to 600+ which is ridiculous!! I contacted the service provider as soon as I received this preposterous bill. I told them someone in their billing department is not doing their job right I was told that id have to pay a fee for them to go back a few months to see if I was making my monthly payments! I have never in my life dealt with such hirribke customer service and the inaccurate billing statements which I received everything month were a nuisance. Every month my bill would come as if I owed 2 months I called them to ask why this was happening and was told they charge 1 month in advance so I accepted it but never really understood why they'd charge for a month of service which had not even been used yet

Dear [redacted] established service with us November 25, 2014. Our records indicate there were no payments made on this account to date. On March 4,2015 we disconnected the account for non-payment. Our installation work order dated 11/25/14 which was signed by [redacted] states:"Delinquency/Disconnection- An account balance becomes past due after the due date shown on the statement. A late notice will be included in the next monthly bill. If an account continues past due for more than 60 days, service will be scheduled for disconnection. To avoid disconnection and a reconnection fee, the entire balance, the entire balance must be paid in full..."Additionally, a monthly billing statement is provided to each customer and states the same policy. Our monthly statements are the notification to our customers of the status of their account. We reviewed the account and have determined that no action is required at this time.Respectfully,Barbara W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:As I stated in my complaint I have no lease available and do not have the $80 plus to have a notorized statement drawn up   plus money upfront for service and install nor will my landlord give either a lease or notorized statement as such I do have all utility bills in my name as well as state Identification available and as for providers for service the only available is sectv cablevision as the reason I was given as to requirements of verification of residents was because of a balance owed from a prior tenent I have no connection to nor know anything of I am more than happy to provide what I am able to obtain services through sectv cablevision in regards to this matter.
Regards,
[redacted]

Since 2006, The Hurley Group Property Management, LLC has contracted with KJN Restoration on many commercial roofing projects, including complete roof replacement, general roof inspections/maintenance/repairs, as well as gutter replacements. All work was completed on time and at the quoted price. Ken and his crew provide professional service and quality work at competitive prices.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
SEVC REFUSED TO WORK WITH THE SITUATION AND THEREFOR I WOULD RATHER USE A COMPETITOR AS I HAVE BEEN FOR MANY YEARS NOW 100% WITHOUT ISSUE AND BILLING IS AUTOMATIC TO MY BANK ACCOUNT AS WELL THERE IS NO ISSUES. BUT THE COMPANY IS 100% NON WILLING TO WORK WITH ME AND ONLY AFTER I COMPLINE DO THEY EVEN SAY ANTHING ABOUT ALOWING ME TO PAY THERE. BUT SCINE THEY REFUSE TO WORK WITH ANYTHING, I AM REFUSING TO PAY THE BILL AS IS RIGHT. I AM ALSO STATING IN WRITING I AM REJECTING THERE BILL AND OFFER AND I AM NOT STATEING ASSPETING OR RESPONDING TO ANY AMOUNTS THAT MAY OR MAY NOT BE OWED BUT I AM STATING THAT I DISAGREE AND DISAPPROVE OF THE AMOUNT AND BILL AS INDICATING AND THEREFOR REFUSE TO PAY.
Regards,
[redacted]

I Really Dont understand what u want me too say...when u say what do I want them to do?I want them to tell me what month I supposably missed so I can show them a canceled for the said month that I paid.....and adjust my bill to what it should be im sick of the harrasment from them

July 17, 2014Dear [redacted]:
On May 27th, 2015 we received an email from the customer as she stated. We replied to her email the same day asking her to call and speak to a representative to set up a payment arrangement.
Customer called our office on June 3rd, 2015 and spoke to a representative. She made a partial payment at that time and our representative advised her that on June 23rd another portion of her balance would reach 60 days delinquent and if not paid by then she would be scheduled for disconnection, as per company policy. The customer said ok, indicated she would pay that as soon as possible and thanked the representative.
The customer's next statement printed on June 23rd with a portion of the balance again reaching 60 days delinquent. No payment had been posted to the account as of June 23. On June 25th we still had not received payment and the account was scheduled for disconnection to occur on July 8th. Per our previous correspondence, our company’s policy is that once an account has been scheduled for disconnection the entire account balance is due to cancel it. No further payment was made and the account was disconnected.
The customer's billing stops effective the day of disconnect. This account billing stopped effective July 8th, 2015.We determine that no credit or free services are due. The customer has unpaid balance for services already used.In order to restart service, the account balance, a reconnection fee and 1 month service in advance is required.
Respectfully,
Barb W.Office Manager

Please find our response to the customer.  His concerns and an apology were sent to him on February 16, 2015.  Attached is the email.

Review: I WAS TOLD BY SERVICE ELECTRIC IF I WAS TO PAY 200.00 DALLORS BY DECEMBER 2 MY SERVICE WOULD BE RESTORE . AND I PAY THE 200.00 BUT WHEN I CALL TO GIVE THE PAYMENT THEY TOLD ME I NEED TO PAY THE WHOLE BILL . I TOLD THEM THAT WAS NOT WHAT I WAS TOLD .Desired Settlement: I WANT MY SERVICE ON ! IM TRY TO PAY MY BILL JUST NEED TIME . STOP TELLING ME ONE THING AND DO ANOTHER

Business

Response:

December 5, 2013

Dear [redacted],

In accordance with our nonpayment procedures, on November 11, 2013 [redacted]. [redacted]'s cable equipment was disabled remotely with a full disconnect of service scheduled for December 3, 2013 due to a balance of $512.21. He called on November 11 as a result. Our representative advised him that the equipment was disabled and that a full disconnect of service was scheduled for December 3. The customer service representative also told him that a payment of $200 was required to reactivate his equipment. **. [redacted] the interrupted and said he would have to call us back and ended the call. Had the customer service representative been able to finish her statement she would have advised that an additional payment of the balance ($312.21) would be required to cancel the full disconnection scheduled for December3.

To make our customers aware of these policies, the back of each billing statement says "An account becomes past due after the due date shown on the statement. A late notice will be included in the next monthly bill. If an account continues past due for more than 60 days, service will be scheduled for a disconnection. To avoid disconnection and a reconnection fee, the entire balance must be paid in full."

**. [redacted] did not call back until November 25, and the full procedure and requirements were discussed with him at that time.

**. [redacted]'s account has been delinquent and has been processed under these procedures two other times in the past and each of those times our non pay disconnect procedures were fully discussed.

Since the time of his letter to you, **. [redacted] has paid his bill and cable service is active.

Respectfully,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,