ComplaintsforNorth Alabama Electric Co-op

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NAEC phone company says ****** phone numbers are international and overseas. The only way customers can call ****** is to call them and have international and overseas numbers unblocked which "opens them up to hacking". Have tried multiple times to explain that ****** is a ** state to no avail. They say thats how there system is and they cant allow customers to call ****** without opening international and overseas calls. Please help get these folks in alabama to understand that ****** is a state and calls to ****** should be treated like calls to other states (ie *********, georgia). Their customers do NOT need to subject themselves to international hacking to call another state. If the problem is their technicians are unknowledgeable in how to correct this, please assist them. The solution is as simple as updating an ACL correctly. NAEC is intentionally keeping customers from calling 808 numbers.

  Business response

  03/05/2024

  We apologize for the misinformation that *************** received.  We reviewed her complaint and found that she has no phone service with NAEC, but we would like to explain the process with
  Offshore calls.
  
  Dialing ****** from a landline from the continental ** is considered Offshore dialing by the entire telecommunications industry.  It is standard practice to block both International & Offshore dialing for all lines except for those end users who have specifically expressed the desire to do so.  And yes, this is done as a form of fraud prevention.  These are blocked separately meaning there is a block for both calling types.  An end user can have access to Offshore dialing without opening access to International dialing and vice versa.  It is at the carriers discretion to designate if they will follow industry standards to bill these calls as they truly are, an Offshore call, or to create their own billing rules.
  NAEC along with the carriers they use recognize that ****** is a ** state.  There is no dispute there.  But from a telecommunications billing perspective along with dialing, ****** is considered Offshore.
  Should a NAEC end user need to dial ******, they can call into NAEC to discuss with their **************** who will remove the Offshore block immediately allowing that end user to make these calls.  There are also other steps taken to prevent fraudulent charges but NAEC simply advises the end user of the risk should they be a victim of Offshore fraud.

  Customer response

  03/14/2024

  
  I reject the response provided for the following reasons:
  
  The statement that the entire telecommunications industry considers ****** or ****** off shore calls is false. I worked in the telecommunications field for 26 years and programmed telephone systems.  The standard is as follows:  
  - All 50 states are considered domestic calls.  
  - The ** territories (****, ***********, **************, and the **************) are considered off shore calls. Since NAFTA, ******, ******, and many ********** islands are considered off shore calls versus international. The North ******** Numbering Plan dictates these regional and non-geographical area codes.
  - All other countries are considered international calls.  
  That being said NAEC is not alone in this misconception.  Grasshopper phone service, as an example, also makes this mistake.  AT&T and ******* (and previously Sprint) do not make this mistake.
  
  Having had a landline for many years (over 40), in many different states, I NEVER had to request to allow offshore dialing to call ****** or ******.  Landline customers in ********** do not need to request off shore dialing either.  In fact, until NAEC changed providers several years back, no NAEC customers had to request it either.  It was shortly after I terminated service with NAEC, that they changed providers and made this change to their dialing plan.  
  
  I can not discuss billing as I am not a current customer and do not have any information concerning this.
  
  Concerning fraud, the indication given in the response indicates that people or calls to/from ****** and ****** are more prone to commit fraud based on their physical location. Since bulk encryption is used on telecommunication lines to these locations, there is no additional risk due to their physical location.  Any fraud would fall under ** laws, identical to any other state.  
  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My girlfriend and I just purchased a new home a few days ago (rent to own) we tried to have utilities cut on and they said the previous residents have a tampering fee on their account and we would need to pay their old fee to have it connected. The next day we called back and they changed it to theyll waive the fee as a favor to us (hows it a favor if it had nothing to do with us?) but now say we have to pay the old tenants past due bill of $410 to have it connected. When I called in and asked if passed due bills are tied to your address or to your person, they informed me its tied to the person and follows them around, to which my reply was then why are you making my girlfriend and I pay someone elses bill? To which they told me theyre done talking to me about it. I just want to be treated right. Neither of us are of any relation to the old tenants, it was purchased through a Spanish speaking gentleman to whom we have no relation. North Alabama electric is known around here for being crooks and draining you dry of every ***** they can get off of you. We have done no wrong here and simply wish to turn on utilities in our home so we can spend Christmas together in a home with power, like a family. She already paid the deposit of $225 for power while I was at work and we have the receipts to prove it. Why would they hit us with a $410 passed due bill from the old tenant after we pay the deposit to have it connected?

  Business response

  01/03/2024

  I spoke with our customer and resolved the issues. 

  Customer response

  01/05/2024

   
  Complaint: 21040821
  
  I am rejecting this response because: After weeks of dealing with the horrible customer service and extremely rude staff, we thought the situation was resolved. However upon calling the company to have the power connected after already paying the deposit as mentioned in my previous complaint, they tried denying ever receiving the funds and said the connection and membership fees havent been paid. The receipt was literally in my previous claim listed in files. My girlfriend mentioned (well finally be moving in this weekend!) and the representatives exact words were No youre not regardless of the situation even if there was a still standing balance, the exact words no youre not were extremely uncalled for. They seemed almost excited to rain on our parade yet again. Will be taking the receipts to my lawyer Monday morning if the issue is not resolved. Thank you all for your continued assistance in dealing with this shady company that gets by on ripping folks off and squeezing them of every dime possible. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  03/21/2023 This is a second complaint against this business I have had to file. On Monday I opened my NAEC app to find that my power was running a credit of 17 dollars accompanied with a few cents. Tuesday NAEC turned my power off and when i checked the app again it said I was running a credit balance of 49 dollars and some change. When I called NAEC and introduced myself the lady on the phone almost cut me off before I finished saying my name! She knew she had deliberately cut my power off!! When I told her that there was no way I could have used 30 plus dollars overnight she stated, " Oh it must have been time for them to read the meters" This is a lie! They no longer read meters on foot anymore it is all done from a desk! Furthermore, they conveniently charge a 50 dollar reconnect fee every time they disconnect your power, and they never have to leave their seat to turn it back on! This power company is running a monopoly! They are the only option in this area to obtain power and you have no choice but to come up with the fees or do without power. Furthermore I have pictures of my meter proving that during cold snaps like the one we are currently in, they raise their kilowatt prices for monetary gain taking advantage of disabled veterans like myself. I personally am getting tired of this monopoly and will no longer stand for it!!! It will be a cold 51 degrees tonight and she knew this as well. No I would not freeze to death in 51 degrees but that doesn't make collecting the fees okay by any means. If only 100 people per day pay a 50 dollar reconnect fee that's 5 thousand per day in their bank to accumulate interest/. The reconnect fees must stop! Especially since no effort whatsoever is being induced to turn the power back on! I am taking this to the press as well as starting a petition through change.org You can help or not. This situation is not right and it's time to do something about it!

  Customer response

  04/02/2023

  I have not heard from NAEC as of the date of this email either. They sent a worker here to my house with a message to contact the rep over my account and when I called all I got was an answering machine. I left a voicemail confirming my attempt to reach out to the representative and have not received any further communication.

  Customer response

  04/18/2023

  I would like someone to explain how this is possible. Concerning this same complaint. North Alabama electric needs to be audited. They retaliated not only by adding over 100 dollars to my bill but they turned my power off too. Destroyed all of my food and I am on the verge of hypothermia. The church that helped me before is no longer answering my phone calls and I don't owe this bill. This much credit is not allowed to be extended on any prepaid account this was made clear multiple times by ******** that's over the billing so how did this account get to $128 in the hole?

  Business response

  04/25/2023

  I've spoken to ************** and explained our PrePay Policy and would be more than happy to set down and discuss any questions he has regarding his account. 

   

      

   

  Customer response

  04/26/2023

   
  Complaint: 19631065
  
  I am rejecting this response because: there are way too many discrepancies in this account. Along with way too many figures and different places including their own app this account needs to be audited from the time this account was opened until today. The records are not matching up at all. They even have me down on this account in 2019 and I did not even live here. I recently had to pay an extra $100 that I know I did not owe just to get my power back on like I said there are too many discrepancies too many differences in the account I want the account audited. All the way from day one when the meter started to today and I want every dime that has been put in this account proven and spoken for.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 20 2022 U.S community action issued a ****** voucher to cover my electric bill. I have used 210 dollars of the ****** and north Alabama electric has turned my power off while still having credit on the voucher.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Once again I am struggling with poor internet service. In the beginning I was told the 50mbps would need to be upgraded to the 100mbps to handle my devices. I upgraded to the 100mbps and still had the same problems. I was then told I needed the 200mbps service and all would be resolved. I upgraded to 200mbps service and still the same problems. I called more than 20 times in June and I am on track to call 31 times this month. Everyday the technical service rep tells me they don't know why my issue hasn't been resolved or why I haven't recieved a call from a technician. Tonight I was told my ticket has been placed in the "stalled" category with no notes as to why. I did recieve an email and one phone call from ************************* saying he would get to the bottom of this but almost a week later and he won't answer my calls or emails. I have requested credits for the time of unusable service and I was told I would have to call technical support and have them let the office know how much to credit me. As of the writing of this I have not recieved any credits whatsoever. Please feel free to review trouble ticket number ****** to verify any of my details.

  Business response

  10/26/2022

  10-26-2022 ********************************* of North Al Electric Coop called to say ************** has been taken care and was given a credit on his bill.

  Customer response

  10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩