ComplaintsforKnox Energy Cooperative Association

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number*************** Name on account: Russell ******* I contacted Knox energy 2 weeks ago about extending my due date for a shut off. They extended my shut off date. However I am a single unemployed mother of 3 children. I was not able to come up with the money. I am currently waiting to find out if any charities I contacted can help. I called today before noon spoke with a woman and explained my situation. Told her i couldn't pay the amount, but could pay something and asked if my due date could be extended until 6-14-2022. The woman said yes that would be acceptable. I made a partial payment then called Knox energy to confirm my payment and to make sure the extended date was made. The last woman I spoke with said it wasn't noted on my account and that the shut off would proceed regardless of what I was told by someone else. I am a single, unemployed mother of 3. Please help me get this made right! I should not have been told yes, then told NO there was no note of your claim so the shut off will proceed regardless. This is absurd and any help with this matter would be greatly appreciated. Thank you!

  Business response

  06/14/2022

  This customer has the wrong company.  Knox Energy, Inc. is an oil and gas well producer and we are not the utility provider she is referencing.  There is another company in Ohio that does provide electric and gas with a similar name, **** ****** *********** that I believe she is trying to reach. 

  Thanks
  

  Marissa

  Business response

  06/15/2022

  Good Afternoon,

  5-18-22 we called customer to pay by Monday 5-23-22 to avoid the shut off. There was no answer, we left voice mail to have customer call us.

  5-24-22 We had not heard from the customer so we issued a work order for the shut off on 5-25-22.

  5-24-22 Sara ***** called in (Russell wife  )  later that day on 5-24-22 asking for payment arrangements she agreed to pay 163.49 by 6-7-22 she was aware that she must call in that payment with a representative. if she did not call by 4:30 that gas would be shut off on 6-8-22 without any further notice , she agreed and understood. We at that time held the shut off.

  6-7-22 Sarah ***** sent in an email requesting a call back or an email just like the email you received, the supervisor called her and left a voicemail requesting her to call back ASAP, she emailed Sarah as well.

  6-9-22 as of 12:17 pm 6-9-22 we had not heard back from Sarah or Russell. The shut off hold was then released to shut off . 

  There was a $20.00 payment made online 6-7-22 and then prior to that was 2-7-22 $168.12, prior to that a Nov 2021 payment

   

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