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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They have been double billing me and overcharging me. On top of that I have told them numerous times I felt like there was an issue with the meter. They never would come out to look at it. My bill in the summer time was $200 and I had nothing even running. So naturally I got behind on my bill because like I said they have been way over charging if not double billing me at times. ****** from Rural Electric shut off my power on a Sunday night when the temperature has been below zero. Even after she was notified that I have a chronic illness and shutting off my power would be detrimental to my health. She refuses to give me the paperwork to give to my Dr or send the paperwork to my Dr directly. Not only did she do that she came and pulled the meter out and is refusng me service now. She did this back in October. I've been sitting here for months now, in below zero temperatures and there is no other company that services the area where I live. I have made several attempts to come to some type of agreement with ****** but she refuses. I have asked numerous times to sit down with me and go over the billing and she also refuses to do that.Business response
01/27/2023
Our office is closed today and I asked for an extension on this I will not be able to get this within the 3 days but we do want to reply.Initial Complaint
12/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Wants to charge me a $50 fee for non-sufficient funds when funds were available and verified by the bank. I confirmed with my bank that they do not charge merchants an nsf fee. ***** refuses to explain to me where this fee came from and who charges it to them(ciello).Business response
01/17/2023
Account number **********, which has ********************, internet service under the name of *************************** since 9-22-2022 was charged a $50.00 NSF fee on 12-19-2022. Consumer signed up for bankdraft using our website on 11-14-2022 giving us permission to draft his account/banking information he entered and agreed to our terms & conditions which is listed below.
****** drafted his bank account on 12-15-2022 for $68.95 and you will see below we received notification from our bank on 12-16-2022 that this amount came back NSF. Our office was closed when this initally came back from the bank.
It is our policy and part of our terms and conditions that we charge a $50.00 nsf fee when this happens. Attempt was made to contact consumer by phone on 12-19-2022 but his phone number had a busy tone. We then emailed consumer. He emailed us back upset about the nsf fee. When I spoke with consumer it was on 12-28-2022, he said to me that I was going to prove to him that the bank charged us $50.00. I explained to him that his bank did not charge us. This is our fee to handle administrative time to take care of all nsfs. We charge this to all consumers who have an nsf check come back. It was explained to consumer that he would need to pay the amount of the bankdraft as well as the $50.00 fee. To date he has still not paid the fee, he did make payment on 12-27-2022 for $68.95. He was told his service would be disconnected if he did not pay this fee. His account is currently in a past due status for the amount of this nsf fee. When he told me this was an error on his bank side, he was told by 3 different people in our office and an email was sent stating that if this was the case he could get us a letter from the bank stating this and we would look at removing the fee. As you will see from our terms and conditions, he was supposed to pay the bankdraft amount plus the nsf fee within 10 calendar days and has not. Consumer still has internet service and has not been disconnected yet.
Email sent to consumer on 12-27-2022:
*********************** J
Customer Service & Billing Manager
************** Main Line
************** Direct Line
************** - Toll Free
Customer response
01/19/2023
Complaint: 18644837
I am rejecting this response because:
Sincerely,
*****************Customer response
01/21/2023
*****, you are so condescending and rude. Its funny ive now been told THREE different things as to where this $50 fee came from. First it was my bank, then its your bank, now its just a random administrative fee? Sounds like you guys prey on the uneducated and poor people of the slv. They miss their payments and then pay these egregious and unreasonable fees.
What was the reasoning for saying my account was past due (from your fee) in the last correspondence? It holds no merit at all in this discussion. Youre just *****.
In the end: thank you bbb for taking the time to reach out and start this dialogue. I truly appreciate it. *****, i hope you find happiness. I will not subject myself to continued disrespect from ***** and as such I wish to have no further correspondence from Her. Another representative from the company can contact me if need be.
Business response
01/23/2023
In response to your letter dated 1/23/2023:
The complainant asserts that funds in his banking account were available at the time his check cleared through his bank. San **** Valley REC does not control if funds are available, the complainants bank does. San **** Valley RECs Terms and Conditions related to provision of both electric service and **************** contains a $50.00 assessment for checks returned due to non-sufficient funds in the members banking account. The *** fee is San **** Valley RECs standard policy and is uniformly applied.***********************
San Luis Valley Rural Electric Cooperative
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