Thank you for the opportunity to respond to this concernIn this case, Tipmont REMC not only communicated with this individual according to our policy, but also went above and beyond response procedures in attempting to accommodate this individualFollowing is Tipmont REMC's record of what occurred and how Tipmont REMC respondedThis individual started service with Tipmont REMC on November 2, Since inception of service, nearly all of this individual's bills were paid late, or not at allTipmont REMC's policies and charges statement is mailed to each individual that starts service with Tipmont REMC and is also available on our website at https://tipmont.org/mytipmont/my-bill/_policies-chargesThe statement reads in part: "Tipmont REMC is allowed by law to disconnect your electric service due to non-payment of bills when we provide at least days written noticeBefore service is disconnected, you will receive written notice on your monthly statement that will give the date of the proposed disconnectionIf we do not hear from you by the stated time, your service will be disconnected on or soon after the date specified in the noticeTo provide every opportunity for you to bring your payment up to date and have service reconnected, we only disconnect services at times when you can come in that afternoon or the next day to make paymentsTherefore, disconnects due to non-payment are made only between a.mand p.m., local time, Monday through Thursday, and only between a.mand noon on FridayWe also will disconnect only until noon when our offices will be closed the following dayWhen our employee arrives at your premises for disconnection, a notice will be given to you or left at the premises if you are not thereHowever, the Tipmont REMC employee who comes to make the disconnection is not permitted to collect paymentThis means that your payment must be received in our office in order to have your service reinstated." The customer was billed in the amount of $on January 8, with a due date of January Tipmont REMC did not receive payment for this billThe customer was billed again on February 8, in the amount of $with a due date of February Added together, these totals represented an outstanding balance of $251.49, now days past duePer the policy stated above, the customer received a disconnect notice on her March account statementThe disconnection of service was scheduled for Wednesday, March Tipmont REMC typically does not disconnect until the following day to give customers the opportunity to call and make arrangementsDue to very cold temperatures on Thursday, Mach 29, Tipmont did not disconnect this individual or any of the other customers up for disconnectOur offices were closed on Friday, March in observance of Good Friday, so we did not disconnect on March either.Tipmont employees placed a disconnect notice on the front door of this individual's address of service on Tuesday, April 3, at 10:a.mPer Tipmont REMC policy, this individual was also charged a trip fee of $25.On that same date, this individual initiated a payment through our online payment system of $301.47, paying her account in fullAt this time, our system marked a payment as having been made and the disconnect was cancelled.However, the payment was an automatic draft from this individual's checking account which had insufficient funds to cover the payment amountThis individual's bank notified Tipmont REMC on April 9, that the payment would not be processed due to insufficient funds.Tipmont REMC attempted to contact this individual by phone at 3:p.mon April and were unable to make contactTipmont REMC disconnected this individual's service at 10:a.mthe following day, Tuesday, April 10, due to unpaid balance on the account.On April at approximately p.m., this individual called Tipmont REMC's after-hours service asking why her electric service had been disconnectedThe after-hours service notified Tipmont REMC's on-call supervisorThe on-call supervisor, under no obligation to respond outside of business hours, viewed the account and verified that the payment and trip fee was not processed due to insufficient fundsThe on-call supervisor notified the individual what would be required to restore serviceTipmont REMC does not typically conduct after-hours reconnects, but offered to do so in this case if this individual could successfully make a paymentThe customer did not take advantage of this offer.The customer instead made a payment of $on April at 9:p.mvia Tipmont REMC's online payment systemThe service was restored the following morning at 8:a.m.Because of a history of chronic late payment and a lack of response to communication from Tipmont REMC, Tipmont REMC believes this claim is without meritTipmont REMC, acting in good faith, did everything it was reasonably expected to do to resolve the issueIf there are further questions regarding this situation, please contact Jason M***, Manager of Energy Services at (800) 726-
Thank you for the opportunity to respond to this concernIn this case, Tipmont REMC not only communicated with this individual according to our policy, but also went above and beyond response procedures in attempting to accommodate this individualFollowing is Tipmont REMC's record of what occurred and how Tipmont REMC respondedThis individual started service with Tipmont REMC on November 2, Since inception of service, nearly all of this individual's bills were paid late, or not at allTipmont REMC's policies and charges statement is mailed to each individual that starts service with Tipmont REMC and is also available on our website at https://tipmont.org/mytipmont/my-bill/_policies-chargesThe statement reads in part: "Tipmont REMC is allowed by law to disconnect your electric service due to non-payment of bills when we provide at least days written noticeBefore service is disconnected, you will receive written notice on your monthly statement that will give the date of the proposed disconnectionIf we do not hear from you by the stated time, your service will be disconnected on or soon after the date specified in the noticeTo provide every opportunity for you to bring your payment up to date and have service reconnected, we only disconnect services at times when you can come in that afternoon or the next day to make paymentsTherefore, disconnects due to non-payment are made only between a.mand p.m., local time, Monday through Thursday, and only between a.mand noon on FridayWe also will disconnect only until noon when our offices will be closed the following dayWhen our employee arrives at your premises for disconnection, a notice will be given to you or left at the premises if you are not thereHowever, the Tipmont REMC employee who comes to make the disconnection is not permitted to collect paymentThis means that your payment must be received in our office in order to have your service reinstated." The customer was billed in the amount of $on January 8, with a due date of January Tipmont REMC did not receive payment for this billThe customer was billed again on February 8, in the amount of $with a due date of February Added together, these totals represented an outstanding balance of $251.49, now days past duePer the policy stated above, the customer received a disconnect notice on her March account statementThe disconnection of service was scheduled for Wednesday, March Tipmont REMC typically does not disconnect until the following day to give customers the opportunity to call and make arrangementsDue to very cold temperatures on Thursday, Mach 29, Tipmont did not disconnect this individual or any of the other customers up for disconnectOur offices were closed on Friday, March in observance of Good Friday, so we did not disconnect on March either.Tipmont employees placed a disconnect notice on the front door of this individual's address of service on Tuesday, April 3, at 10:a.mPer Tipmont REMC policy, this individual was also charged a trip fee of $25.On that same date, this individual initiated a payment through our online payment system of $301.47, paying her account in fullAt this time, our system marked a payment as having been made and the disconnect was cancelled.However, the payment was an automatic draft from this individual's checking account which had insufficient funds to cover the payment amountThis individual's bank notified Tipmont REMC on April 9, that the payment would not be processed due to insufficient funds.Tipmont REMC attempted to contact this individual by phone at 3:p.mon April and were unable to make contactTipmont REMC disconnected this individual's service at 10:a.mthe following day, Tuesday, April 10, due to unpaid balance on the account.On April at approximately p.m., this individual called Tipmont REMC's after-hours service asking why her electric service had been disconnectedThe after-hours service notified Tipmont REMC's on-call supervisorThe on-call supervisor, under no obligation to respond outside of business hours, viewed the account and verified that the payment and trip fee was not processed due to insufficient fundsThe on-call supervisor notified the individual what would be required to restore serviceTipmont REMC does not typically conduct after-hours reconnects, but offered to do so in this case if this individual could successfully make a paymentThe customer did not take advantage of this offer.The customer instead made a payment of $on April at 9:p.mvia Tipmont REMC's online payment systemThe service was restored the following morning at 8:a.m.Because of a history of chronic late payment and a lack of response to communication from Tipmont REMC, Tipmont REMC believes this claim is without meritTipmont REMC, acting in good faith, did everything it was reasonably expected to do to resolve the issueIf there are further questions regarding this situation, please contact Jason M***, Manager of Energy Services at (800) 726-