Shenandoah Valley Electric Cooperative

Review: we started our service at our new address in Jan. 2015. We had previously had service with SVEC for 2 plus years at our previous address. When we re-started service at our new house we were told we would have to pay a deposit of over $1000. Which, is ridiculous, but, there is no alternative, right? So they began adding $220.00 to each of our bills. A summary of our bills are as follows:

For a partial month (Jan 2015) our bill was 354.43 ($220.00 was for deposit); our first full months bill came in February to the tune of $1046.00 ($220.00 for deposit) - when I called and asked for help, possibly moving the depo amount to a bill after the winter or a bill that wasn't already 800+ dollars, I was told (in an email) that no extensions would be given because we hadn't had service at the current address for 6 months (mind you, 1046.00 is more than we pay for our Mortgage); Our March bill was no better coming in at $785.82 (220.00 for deposit) and still nothing the coop can do to help alleviate the financial tailspin that the $1046.00 bill had put us in. April rolls around, $538.97 (still paying the extra 220.00 for deposit); finally May, our first bill without a deposit tacked on. We think we may actually be able to catch up if our bills hang out around this monthly payment (252.40); June (333.49) a little higher but it was fairly hot during this month so not too bad still, right?

Well, I just got home after working 11 hours, mainly because we are still recovering from Feb to April's excessive bills, and we have a letter from the coop that says since we were late on our payments they now want us to pay ANOTHER 290.00, however, they will be gracious enough to do it over 3 months. So, for the next three months they want to tack on an extra 100 dollars to our bills... AGAIN. How can people be expected to continue to keep giving this coop extra money, that we obviously don't have because we have not been able to keep up as it was? How is this legal, how is this allowed to continue to happen to customer after customer, after customer? There are actually petitions to get this coop out of our county, and yet, they have no qualms about continuing to just take, take, take. No customer service agent has ever said to me, let me see what I can do to help you or I understand that paying over 1000 in a month just to have electricity put you behind, how can we help? In fact, I heard the complete opposite, "there is nothing we can do," "you haven't had service long enough for us to help you" or "we can't do an extension if the account is in a collection status". Of course it is in a collection status, can anyone afford to basically pay two house payments per month for 3 months and not be behind?

Now, for our part, yes we usually pay on the very last day we can, yes we have had checks returned because we were forced to try and use our overdraft to pay everything plus a thousand dollar electric bill, but seriously, you see that a family is struggling and you turn around and hit them with another 290.00 fee? Have we really not paid enough to you people? When is enough going to be enough, after we think we pay off this 290 only to be told, well we told you to make sure your account was current and stayed that way so eh, we have to charge another 300$, and then another... Never mind the fact that within 3 months we charged you approx. 2400$, never mind the fact that you just paid your last installment of the original deposit we told you to pay, regardless of how outlandish the bill. When is enough going to be enough?Desired Settlement: my desired outcome would be that the deposit we already paid, be enough for these people. We cannot continue to afford to pay extra money to this company. An extra 95-100 May not seem like a lot, but when your electric bills are ranging from 252.00 to over 800$ per month, just for service, not including any deposit fees, 95-100$ extra for three months is too much. Considering we already paid approx. 1000 in deposits, any extra amount from here forward is too much. I want it taken off of our account.

Business

Response:

The Cooperative's Terms and Conditions for Providing Electric Service provides for a deposit request based on the two highest consecutive months usage charges in the past twelve months when the payment history of the account reflects greater than three late payments, any notices of pending termination or any returned checks. The Terms and Conditions are filed and approved by the Cooperative's regulatory agency, the Virginia State Corporation Commission (SCC). The phone number of the SCC is [redacted].A review of the deposit request, billing and payment history for this account finds that the deposit request and billing of the deposit in installments is in accordance with the Terms and Conditions.After twelve consecutive months of satisfactory payment history, the deposit is applied to the outstanding account balance, with interest, and any amount over and above will be returned to the consumer in the form of a refund.[redacted]Manager of Consumer Services

Consumer

Response:

I have reviewed the response offer 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.

The business provided no resolution as their response was basically, too bad, give us more money anyway. Response:"The Cooperative's Terms and Conditions for Providing Electric Service provides for a deposit request based on the two highest consecutive months usage charges in the past twelve months when the payment history of the account reflects greater than three late payments, any notices of pending termination or any returned checks. The Terms and Conditions are filed and approved by the Cooperative's regulatory agency, the Virginia State Corporation Commission (SCC). The phone number of the SCC is [redacted]A review of the deposit request, billing and payment history for this account finds that the deposit request and billing of the deposit in installments is in accordance with the Terms and Conditions.After twelve consecutive months of satisfactory payment history, the deposit is applied to the outstanding account balance, with interest, and any amount over and above will be returned to the consumer in the form of a refund.[redacted]Manager of Consumer Services"Even though the deposit required when we started service was also in accordance with their Terms and Conditions, of which we already paid. Now they re-assessed and want more of a deposit.Not to mention the subdivision we live in seems to be without power, due to an issue the power company is having with the age of our lines or something (I have a voicemail from this week stating they know about the continuing problems and are working on them), so even though they are providing sub-par service, they still want more deposit money from us.

Regards,

Review: Svec charged me $1369 for 2 months.they turned my power off when I couldnt gather up $704 for the first month. I have 2 teenage children at home. When I gatheted the money together they said I would have to pay the whole$1369. Mind you I have never had bills so high in my life. When I informed them the neutral cable to my box was freyed and the cable was pushing extra amperage to compensate they refused to adjust my bill. I have never dealt with a more crooked company in my life. I live in a two bedroom apartment and most of the baseboard heaters dont even work. This company is fraudulent and criminal!Desired Settlement: Adjust the bill and allow the customer to turn on the electric for disconnect amount like every other viable company,lower rates, and replace existing meter base and box. The electrician said the house would burn down if the frayed wire finished breaking.

Business

Response:

SVEC personnel went to the property on March 30, 2015 to check on the frayed wire reference by Ms. [redacted] in her complaint. The wire is the service entrance cable on the load side of the meter, and as such the responsibility for replacement is that of the property owner. At the time of disconnection of electric service, the energy consumption for the time period of January 15, 2015 through April 7, 2015 was used and no payment was received. Per the Cooperative's Terms and Conditions for Providing Electric Service, as filed with the Virginia State Corporation Commission, states that if an account is disconnected for non-payment, then the balance in full, plus deposit, plus reconnect fee must be paid to restore electric service.

Review: On December 12 11:47am called Shenandoah electric and asked if payment could be made on the 19. Representative had said it was not a problem and would be fine. The next day the company wrote a letter that was dated December 13th 2013 stating that I needed to pay a deposit of 410 due to being late. I tired to explain to representative about the letter being written the day after I called to make a payment arrangement and couldn't explain due to representative talking over me and being rude. Asked representative if I could talk and finally explained. After telling her that I never received a letter that she said was sent out in October warning me that if I didn't keep my balance up would make me pay a 410 deposit. She said it was nothing she could do about it. Tried to explain that I'm a single parent of three and on a budget and coiuld only pay what is due each moth and not the extra monthy deposit that had been split to pay for 3 months. Asked if I only paid the electric bill and not deposit would electric be turned off and she said yes even if its cold and winter they will turn electric off. I have called Shenandoah electric company asking if payment could be made 4 to 5 days after due date and had always said yes never stating that a deposit would have to be made due to being late. Don't understand why another deposit have to be m after 3 years of service with this company. Don't understand how 410 was determined and cannot afford to pay a 410 deposit at 11:47am.Desired Settlement: To pay electric and not a deposit due to calling and making payment arrangements with shenandaoh electric and was told it was not a problem and never being told I would have to make a deposit if payment was late and telling representative that the warning letter sent out 2 months ago was never delivered in my mailbox. If knowing about warning of deposit would have made other arrangements so I wouldn't be in this predicament right now.

Business

Response:

The Cooperative is trying to contact Ms. [redacted] directly, by phone and email, so that more information can be obtained, in order to resolve the complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Over the past year, I lost an income in my household. In the best interest of myself and my 2 children, I asked my husband to leave the home. With the exception of my mortgage, I have been trying to sustain the household on only my income (I am a Registered Nurse). Managing the finances is a juggling act that lasts paycheck to paycheck, and unfortunately there hasn't always been enough money to go around. There were months that more than one bill was paid late out of necessity, and one of those was the electric. As a result, I was kicked off of the levelized plan at SVEC. Since then, my bill has been $100+ more a month. For months, I have paid my bill with a credit card so that I can pay on time, but it's obviously not in my best interest to continue this way. I understand that SVEC would like 12 months of on time payments to get back on levelized, but that isn't possible for me at this point. I offered to place my account on automatic payments immediately, to ensure on time payments, and I was also denied. I have a legitimate bank account where my paycheck is automatically deposited every 2 weeks, and that wasn't good enough. I "make too much" for outside assistance. I spoke on the phone with a representative today who said her supervisor said "no" to the levelized plan for me, even though I offered to use my bank account for automatic payments.Desired Settlement: I would like to be placed back on the levelized plan immediately, and will use my bank account information for automatic monthly payments. The $100+ monthly difference in my electric bill will benefit my finances substantially given my current situation.

Business

Response:

I contacted Ms. [redacted] by email, and we worked out a mutual solution to her complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This company is charging me $715.00 for paying my bill late for 4 months. I have paid my bill along with any late charges before the cut off date. I was told that if I pay my bill on time every month for a year, I'll get the $715 back. I do not understand how a company is allowed to do this. I am one of the many Americans that deal with financial hardship, meaning I may have to pay bills after the due date. This company's consequences are like any other (Late Fees) which I have been paying every time I am late on a payment. I have never had my electricity turned off nor have I failed to pay this company each month. Charging me $200 for each month I was late on top of what my electricity bill will be every month does not seem right to me. Smaller companies that operate in a more rural setting seem to think that because their customers have no other choices available to them, they can come up with whatever money-making scheme they want; in my opinion.Desired Settlement: I would like the money that I have paid toward this fee given back to me ($200.00 as of current/ 09/23/13). I would also like the rest of the fee to be terminated ($515.00).

Business

Response:

The deposit request of $715 is per the Cooperative's Terms and Conditions for Providing Electric Service, as approved by the Virginia State Corporation Commission. The Virginia State Corporation Commission is the regulatory agency for electric utilities in the Commonwealth. This account did not meet the Cooperative's criteria for satisfactory payment history, per those Terms and Conditions, and a notification by letter was mailed to Mr. [redacted] on July 30, 2013. The account was not brought to a current payment basis by August 20, 2013. The letter advising that the deposit in the amount of $715 would bill in four installments was mailed on August 30, 2013. The deposit amount of $715 was based on monthly usage charges at this location during the months of January and February of 2013. The deposit calculation, deposit request, and billing of the deposit in installments are all according to the Cooperative's Terms and Conditions. The Cooperative provides the use of the electric service, and renders the bill for that service after that usage occurs. Essentially, the Cooperative is extending credit. The bills are due upon receipt, and if payment is not received within a twenty day grace period, a penalty is applied. If the payment history of the account reflects greater than three late payments, or any notices of pending termination, then a deposit, or additional deposit is requested by the Cooperative. The deposit is applied when service disconnection occurs, or after twelve months of satisfactory payment history is established. Any amount over and above the current bill is returned to the customer in the form of a refund. At this time, the account balance of of this account is $350.63, which includes one deposit installment of $200. If Mr. [redacted] can pay the $350.63 by October 20, 2013, the Cooperative would be willing to waive the remaining deposit installments, as long as the account is kept on a current payment basis. [redacted] Manager of Consumer Services Shenandoah Valley Electric Cooperative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards,[redacted]

If you want to pay your bill by phone or on the internet, they charge you $5.50. You must go to the office or mail in a payment in order to not be charged. Many companies charge a similar convenience fee, but I know of none that charge so much. It seems that if they are truly a "cooperative," they would be more resourceful and considerate of their customers. They also do not run a fair estimated payment plan. I paid much less every month with [redacted] Power, and the fees were similar each month;not so here. I actually pay much, much less each month (almost $100)by not being on the plan. Often I have found that "the help" is pompous, rude and uncaring. I will guess that this is a reflection of their work environment. Please note that there are exceptions.