Western Natural Resources

Revdex.com ID 12765888   Dear Ms. [redacted]   This letter is sent as follow-up to a complaint received by The Revdex.com of Northwest North Carolina on 3/29/2018 in which you requested a refund of $55.83 for costs associated with reconnection of electric service. It is my hope to provide you clarification...

on some of the points made in the complaint.   EnergyUnited is an electric cooperative dedicated to providing the utmost in customer care and reliable electric service to our members. As a not-for-profit cooperative, whose margins are returned back to our members in the form of capital credits, we are obligated to adhere to policies and procedures that are in the best interest of the entire membership, while maintaining the cooperative’s financial stability and integrity.    In your complaint, you stated you did not receive prior notice before disconnection. In addition, you have asked for EnergyUnited to refund the reconnection fee, listed as $55.83. The actual amount of this charge is $53.50. In this correspondence, I will address both of these items beginning with the notification prior to disconnection of electric service.   As a member enrolled in EnergyUnited’s eBilling program, statement information is sent via email each month. Our records indicate an email for the statement in question was sent to the email address on file on February 5, 2018. This included a due date of March 2, 2018. When the balance was not paid in full, the balance remaining then displayed on the eBill email the following month, which was sent via email on March 6, 2018. This email also included the date of March 20, 2018 as the date to pay by to avoid disconnection. After that time, a reminder notice was sent by mail to the address on file on March 13, 2018. As a final attempt to make notification of the outstanding balance, a phone call was placed to the cell phone number on file on March 16, 2018 at 7:50 pm. I am happy to provide copies of the eBill emails that were sent, a copy of the reminder notice or confirm the email address, phone number and mailing address we have listed.   Here at EnergyUnited, we do greatly value our relationship with each and every member.  In addition, we do feel that consistency when applying charges as well as our Electric Service Rules and Regulations provide a solid foundation for our company.  In keeping with these guidelines, we believe it helps to provide superior and consistent customer service to all of our members.  As notification was sent via multiple forms of communication, we cannot grant your request for a credit of $53.50 by applying an exception to the reconnection charge.    I hope this letter answers all questions addressed in your complaint.  However, if I can provide you any further assistance, please feel free to call me at [redacted]   Sincerely,     Belinda [redacted] Interim Manager, Customer Care EnergyUnited   Tell us why here...