ComplaintsforMid-South Electric Cooperative Association

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Midsouth electric co-op disconnected my service for past due bill. I paid the entire total of my past due amount leaving only my upcoming balance. My account reflected that my bill matched up to my online account everything coming from the company with the amounts and balances every thing showed caught up and matched. I spent over 10 hrs trying to get my service reconnected with 2 young kids in the heat no where else to go with no luck. When I was finally able to get in contact with someone at 10 pm after being 12 hrs with no electricity I was told I was disconnected for $860 still owing 498 and refused to turn my service back on. Nothing I have received reflected even the amount was told on the phone my account coming from their own system didnt even match what I was told and showed I didnt have a remaining balance and still I have no electricity and no one to explain to me why or where they are getting their information. I feel this is a very dishonest situation and this company does not care about its members

  

  Business response

  08/19/2024

  The information has been sent to the appropriate department for review. They will contact ************** to discuss further.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to Hurricane ***** and the power outage along with internet being out even after electric was restored along with the fact there were several expenses cause by the hurricane, the bill was inadvertently missed. I paid immediately once I thought I had an outage and then found out it was due to a bill. Now, on top of the current bill, a $75 reconnect fee is being assessed. I asked ******* if there could be anything done about the fee due to the circumstances, but she adamantly stated no.

  

  Business response

  08/13/2024

  The information has been sent to the appropriate department for review and ****************** will called to discuss further. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to work with this company since the first of 2022. They charged me $75 for a NEW customer connection fee for the person who bought my house. They didint respect their online form when I said to terminate my service and instead waited 5 more days and want me to pay that. They took a month to research and then charged me fees and late fees on top of my bill. I tried to settle this but they refused and sent me to a vulture collection agency who I have been trying to contact since JULY and they never respond. Have called with no answer , messaged with no answer, and filled out an online form with no answer. MIDSOUTH needs to find a collection company that actually works with the customer. Now this is on my credit report and nothing I can do to fix it because the Onlinle information services they sent this too has a number that puts you in an endless loop that never gets to a person. I want midsouth to REMOVE THIS C*** from my credit report ASAP!!! This is not right I have been trying since Feb 2022 and NOBODY helps!!

  

  Business response

  01/04/2023

  ****************,
  Your concerns submitted to the Better Business Bureau on January 3, 2023, have been received. The details within the complaint will be researched. A MidSouth representative will follow up and resolve the matter to the best of our ability.
  

  *******************************
  Vice ***************** Services

  Customer response

  01/17/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Enternet has not worked since May. I’ve called numerous times and emailed. I’ve gotten no where. No one seems to understand you have a internet service through Viasat. Even after I’ve explained how to get a work order. ***** the supervisor told me she would get back to me. Still nothing. I have security cameras and a nest thermostat that we can’t use. It’s a security and safety issue. I’ve paid 775.72 for a service I haven’t had since May. At this point when I call I’m disconnected. This is my last try before legal action. Fix this issue. You need someone working the phones that know what your service through other companies are. My family has tried to go personally but the doors are locked at your business in ********** **.

  

  Business response

  12/13/2021

  MidSouth has been in contact with the member and resolved the billing concern for the satellite internet service. Fiber internet will be installed as soon as possible. The supervisor will facilitate the fiber service installation and has provided direct contact information for future assistance.

  Customer response

  12/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16176755, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have PAID nearly $4000 to midsouth synergy. I have been WAITING for electrical service since MAY. I have contacted midsouth so many times that I can't remember. I have waited on hold for TENS of HOURS just to be brushed off. Resolution: Either REFUND my money and I will go off grid, or provide a REASONABLE deadline as two when service will be established.

  

  Business response

  11/22/2021

  Mr. ******** has been contacted my the manager of member services and a resolution has been completed to his satisfaction. MidSouth assisted with obtaining the necessary easement and expediting the construction of a new power line to serve his location.

  Customer response

  11/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16115425, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got assistance for electric from bvca And we're helping with electric. But electric is higher this year that last and it doesn't cover total. So I attempted to call several times. I waited a total of about 2 1/2 hours on the phone over about a week a a half. Two times it said it would calle back make Ng that choice. I got a call back both times and when I answered it clicked and said please rate service you just received. I rated it 1 lowest number because I never received service. Crazy. The next day they turned off my electric with around a hundred dollar and charged me the 75 dollars on top of it refusing to either let me pay it on next bill or to please charge me. They refused. I emailed ***** ****** but it wasn't important enough nor was I to return the email I am low income and on disability. And taking care of my adult disabililled son. I tried to get a deferment but no luck..they are a co op and get away with what they want?

  

  Business response

  11/02/2021

  We apologize for any inconvenience that you may have experienced when trying to contact our office in regards to needing extra time to pay on your account.  We do offer payment arrangements and those can be made online our the automated phone system as long as your account meets the criteria MidSouth has set up in accordance with our policies. If you need to speak with a live person and you can’t get through please feel free to contact us at *****************************.  This e-mail is checked daily and someone will respond to you by e-mail or call you back.  Please note that as long as you meet the criteria you can make a payment arrangement monthly if need be.   The arrangement should be made on or before the due date. Also, we do have other account  options where we can apply your existing  deposit to your account and we can set  you up on a Pre-Paid account.  If this is something you would like to explore please give contact us so that we can explain that option in detail.   As a one-time courtesy we can refund the $75.00 reconnect fee to your account as restitution for your inconveniences.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple power outages for extended periods (in excess of 4 hours) for maintenance by contractors of this company have raised concerns for the health and safety of older residents but management is well shielded as there is only one phone number that is just a customer service number. Customer service reps are unwilling or unable to put calls through to management. The 8 1/2 hour power outage of 10/18/2021 (for maintenance) was estimated to take less than 1 hour resulted in food loss and inconvenience of a person visiting that requires an oxygen generator. My attempts to reach management of Mid South have been to no avail as, again, there are no phone numbers to reach this business except ************ (customer support). Please help me to get past their screening process and voice my concerns over their contractors.

  

  Business response

  11/02/2021

  We apologize for the inconveniences that were caused at your residence during the outage that took place on 10/18/21 for scheduled maintenance.  Though we do try to analyze and notify members of  the time frame that scheduled maintenance may take, sometimes unforeseen circumstances take place and the outage takes longer than expected.  In regards to not being able to speak with management I see that were able to speak with our Supervisor of the Call Center who is the person that handles the day to day concerns of our members. He was able to speak with the Supervisor over the crew in order to better inform you of the restoration time.   Our main office line ************ goes directly to our call center where all calls are distributed in order for calls to be answered in a timely manner.  Please note that we also can be reached at *****************************.  Again, we apologize for any inconveniences that were caused to you and your family.

  Customer response

  11/03/2021

  Complaint: 16039879
  
  I am rejecting this response because:

  The supervisor mentioned left me on hold for 10 minutes and never got back to me with any information at all, which prompted my demands to speak to upper management, which prompted this complaint that upper management is not available to members of this co op. Perhaps you misunderstand, my complaint is specifically that UPPER MANAGEMANT CANNOT BE REACHED. They are well isolated from their members and not available. I was never interested in how much longer repairs were taking, I've watched the contractors on two occasions take in excess of four hours to set a new pole. THAT was the complaint about these contractors I was trying to express. It culminated when this 8 1/2 hour pole replacement was due to the contractors having the wrong size pole. IWANTED TO PLACE A CONCERN AND COMPLAINT TO MANAGEMENT ABOUT THESE CONTRACTORS.
  Regards,
  
  ******* ******** 

*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. ↩