ComplaintsforWithlacoochee River Electric Cooperative, Inc

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was late with a payment in December 2023 and received a notice that I had to pay a $350 deposit. Despite all subsequent payments being on time, I was told that the deposit will not be returned until after 24 months of on time payments. This seems excessive.

  Business response

  04/11/2024

  Thank you for taking the time to write.  We value your feedback and so we want to resolve this quickly for you.  Our records do not reflect the information you have outlined in your complaint.  We would be happy to discuss this further with you and attempt to resolve this difference between our records.  If our records are in error, we'll make it right.  Please contact ***************************** at our office, extension 6211 who is familiar with your request, to discuss this further.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is charging me over $300 in fees due to a late payment for my electric bill. Each and every month I pay my electric bill on the same day of each month. I asked them if they could move my due date and was told I couldn’t, so I just pay it on the same day each month. It’s considered late, but if a late fee is assessed, I just pay it, no bid deal. Imagine my surprise when I have a $300 fee on my bill. I call and I’m told this was due to the late payments. As mentioned above, I pay the bill every month on the same day. It’s not like I’m going months without paying. I ask them to waive it and moving forward I’ll just pay on the due date, they say no. What this tells me, is that if a customer of theirs is truly struggling they add an insane fee they would not be able to pay. I asked for my due date to be moved, they said no. So I’m happily paying them monthly and paying the late fee which is more free money to them. I want this fee waived.
  

  Business response

  03/28/2024

  I'm sorry for the inconvenience.  I also would be frustrated if I made a payment every and every month only to be accessed a $300.00 deposit.  The problem occurs because (1) the area this consumer lives in is read on a certain day each month.  The entire area, including her and her neighbors, all belong to the same route, and all are read on the same day.  (2)  We bill everyone within a particular route the day after we read their meter, a 30-day reading.  (3) As the consumer said, she is late each and every month so therefore, a deposit will be required if someone is consistently late with their payment. 

  This becomes a question of how to help this consumer within the constraints of our billing system.  With technology now developed and being adopted within the industry, it will be possible to move billing and due dates around as requested.  We just do not have that technology right now to adopt.  I do want this consumer to call *** ****** ******, phone number *** *** **** ***** to see if one of our other billing systems might fit this situation better.  *** ****** will remove the deposit requirement following that discussion.

  Customer response

  04/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have called the number you provided twice and she did not answer. I need someone to remove this deposit ASAP. I have left two messages and no one has bothered to call me back. As stated, if I had been notified this deposit would apply, I would have just paid the bill on time versus my preferred date. No one mentioned this would apply. You said this deposit can be removed, so remove it.
  
  Sincerely,
  
  ****** *******

  Business response

  04/05/2024

  It is my understanding you have spoken to our representative.  Please call if my information is incorrect.  Ask for myself, Ronnie D.

  Customer response

  04/08/2024

   
  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,
  
  ****** *******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have proof of residence that I was not living there while they charged me. As per their initial directions, I closed my account (or so I thought). They sent out an email and called me afterwards - but I did not know their number and I get spammed regularly...so had no idea it was them calling.Also did not know I was supposed to look out for an email as there was no initial instruction nor indication of that happening. So - instead of seeing it as a misunderstanding and refunding me, they still charge me It's not about the money - I'm just ****** at how they reacted. They were underhanded. They have many complaints against them, and I guess they get another

  Business response

  02/14/2024

  We have had phone conversations with ****************** and believe we have worked out a solution with him. 

  This problem came about due to our security concerns regarding accepting all notices for disconnection without confirming with the person with whom the account is set-up with either email or voice.  As a result of this incident, we are reviewing our procedures to attempt to make notification and confirmation before we turn off service in some other manner than our procedures currently require.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Letter dated January 18, ****. Requesting $590 deposit due to paying $100 1 month past ***** but still within the month it was due. The majority of the bill was paid. Our family has many issues going on, including one adult household income paused due to medical issues. There is absolutely no way I can pay more (deposit installments) or for the pre pay, thats $100 to get started. I tried calling today 1/25/24 begging customer service to waive this one time. They were cold and said there is nothing that can be done and this will be applied to the account. I am a single parent with children and the other adult income in my house has paused due to medical reasons. I will not pay past the ***** ******* I need this to be waived 1 time. I beg that this be waived. WREC is a cooperative and the most difficult electric company Ive ever dealt with. I cannot afford to pay more towards a deposit. Please please please

  Business response

  01/31/2024

  So glad *************************** went to you, and you notified me of this problem.  We value each Member's opinion, so we wanted to quickly resolve this to a favorable outcome.  **************** has spoken with **************** and the two were able to find a solution agreeable to both.  They agreed that should **************** have payment problems in the future, she will notify and discuss with *****************  

  Customer response

  02/01/2024

   
  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. **************** was amazing and so professional! Im so thankful to have received a call from her! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Withlacoochie River Electric failed to properly set up my auto-pay, resulting in an eventual missed payment. I typically paid ahead of auto-pay, or so I assumed, but when I relied on auto-pay my card was never charged, so they shut off my power. I paid the bill the next day right after WREC opened, and here it is at 3:25 PM and they have yet to turn my power back on. All of my food is ruined, I cant take a shower, and I have no way to charge my devices other than driving around in circles with my phone plugged in. I cant complete schoolwork because I cant plug in my computer at all. I called earlier today and the ****** Services representative insulted me and attempted to shame me about my bill not being paid. They also wanted to charge me a $300 deposit. I spoke to a supervisor who agreed to waive the deposit and who said that someone would be out to turn my power back on in no more than 30 minutes from that point. It has now been an hour since then, on top of the over-a-day that I already had to wait. This company should prioritize reinstatement of electricity when the bill is paid. I would like a credit of $150 at the minimum.

  Business response

  01/03/2024

  This member attempted to enroll on-line in our Electronic Funds Transfer (***) banking program in March of 2023, but the information supplied was incorrect and the account was never set up on ***.  The *** failure was noted to the member via US Mail at that time and our records reflect no subsequent attempt was ever made to correct the problems and establish ***.  At no time was the member's account ever paid by autopay but has always been paid by the member in one of the traditional manners (checks, cash, credit cards, e-bill on-line). 

  The member was notified twice prior to disconnect of the past-due payment (which was due December 13) and of the account being subjected to disconnection; Once by US Mail and once by phone.  No payment was received.   On December 27 at 9:50am the service was disconnected.  At 10:18am, 28 minutes after disconnection, the member called-in and discussed the disconnection and the payment.  While the matter could have been resolved within that 30-minute time frame, or at any other time that day, the member stated they would make the payment the following day.  Payment was made at 9:11am on the following day.  The reconnection notice went out to the men immediately after payment.  Our notes indicate the member was dissatisfied that reconnection was taking so long but the men were working all connections that morning.  Reconnection was re-established at 3:32pm.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been having super high payments on my electric bill for a house of ***** sq ft, payments of 350 dollars, and there is no way that we spend that much, Ive been dealing with this since last year. Last year in the month of August we called them and start complaining about the bill next month they lowered by 100 something dollars, but they just do that kind of things because they are the one and only company on the area, we dont have no choice, so thats why they are committing this type of abuse, I need someone to take care of us because we are hand tides, and we can no do nothing about it, more than call them and keep complaining, by the way HORRIBLE customer service

  Business response

  09/28/2023

  It is my understanding someone from our office contacted you earlier this week and is working on a resolution with you.  If you need further assistance, please contact us.  You may ask for myself, ***********************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 11, 2023, a subcontracting company of Withlacoochee Electric called "D," attempted to dig a line for our neighbor's new house build for an electric connection. Apparently, to get the right angle, they placed the heavy equipment 20 feet into our property (without permission). They hit our power line and we lost power for about two hours. They said Withlacoochee didn't **** where they were supposed to dig (but for some reason, they proceeded). The hole where they were supposed to be was easily accessed from the street. Our sod is ruined, as well as the sod up to the electric pole. We recently moved in last November and spent quite a bit on sod. Withlacoochee was responsive in restoring our power in a timely manner, however, the damage to our property still exists. I have left two messages (8/11/23 and 8/14/23) with ***** of the company who handles property damage and I have not heard back as of today. The sod is now dying. Please restore what has been damaged.

  Business response

  08/16/2023

  I apologize for our delay in correcting your problem.  I reached out to our damaged claims department who was not aware of the problem.  They immediately became involved, and it is my understanding that they have spoken with you this morning and action has been taken to correct the sod.  Any further problem, contact any of our offices and asked for myself, (*********************** extension 6200).  Thank you.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up autopay on 6/23/2023 for account ******* and it appears that these few months the only transaction being processed are the late fees. The interface on the website is broken so I cant access most information from whatever third party they hired to do payments, I dont know whats going on in my account, cant even access most of the information on my account, and when I call I am left on hold for over an hour before the system hangs up on **** would like the company to refund me the late fees since june, and ensure that they fix the issue on their end so that moving forward the correct amount is charged to the autopay account as intended so that I do not accrue late fees..

  Business response

  08/16/2023

  ***************** is confused about what the charges are all about and why he is being charged these fees.  Rather than try to explain in this response, I would like ****************** to contact ***************************** at *************************** who will review his account with him.  I want to thank ****************** for reaching out to us.

  Customer response

  08/21/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  03/13/2024

  I filed a request to have an autopay account changed from a closed account to a different account. There was apparently a waiting period of a few billing cycles before it would kick in, which I was not made aware of. As a result, the bills for the months of the waiting period were not paid on time. Immediately after this, they turned off the autopay option on my account, instead of processing the autopay change of account request further creating late payments. They then advised me that I would not be allowed to use autopay. This continued to create late fees and late payments to the point where they now asked for a deposit. I have been with them since 2016, and have had little issues. For almost a decade I have been accustomed to using autopay, until I made the change, which triggered a series of counter intuitive actions on withlacoochees part. Late fees, deposits, collections charges... All because I simply wanted to change the autopay account on file. This is absolutely ridiculous. As of today, I still cannot set up autopay because of these snowball issues that arose out of not being informed that the initial autopay request would take a few months to process, which seems absolutely ridiculous to me that it would take months for something as simple as a change of a bank account on file to process. It is almost as if they do this purposefully to generate revenue in the form of these bogus late fees and other charges.
  

  Business response

  03/14/2024

  We have worked with you before.  We have asked that you contact **************** to discuss autopay and the problems with your accounts.  In an effort to get closure to this matter, we again ask you to contact **************** at extension 6211.  We really want to help you, but you must reach out to **************** for assistance.  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an issue with my bank not allowing a payment of $50.00 to go through for a prepayment to my electric account. I am still unsure of the exact cause because the bank did not notify me of any issues. I received confirmation via email from WREC stating that the payment had gone through and been processed, and the $50.00 was applied to my WREC electric account on July 15, 2023. At 12:32PM today, July 20, 2023, via email, I was notified by WREC that the payment had been returned. Then at 1:01PM today, July 20, 2023 (29 minutes later to be exact) my service was disconnected. Also, I only owed them $21.12, which is a very small amount of money owed to be shutting someone's power off immediately. I am hoping WREC will be held accountable for predatory business practices and be required to give their customers a more reasonable amount of time to remedy their pending balance before shutting their power off. This feels predatory in nature considering the only reason I have this prepayment plan is because their required deposit (based off of credit reporting) to open the account was completely unaffordable for the average person to pay upfront. I cannot remember the exact amount, but it was somewhere in the ballpark of $400-500. They are giving low income individuals no choice but to use this form of pre-payment and sign a pre-payment plan contract. According to the supervisor, the contract states they are allowed to shut off the power immediately after notice is given, 29 minutes later in this case. People with low income are backed into a corner and have no choice but to sign this contract if they want to have electricity in their home. There are also no other power companies in the area to choose from. This is *******, without power we would have a heat stroke sitting inside our home. I have three small children and not having power is not an option for us. The inside temperature went up to 85 degrees in a matter of 90 minutes without power.

  Business response

  08/02/2023

  ******, let me apologize for your experience and I am truly sorry for your inconvenience.  If your bank made an error, you should bring that our attention and request a letter of apology from them to present to us or any vendor where they caused you an embarrassment.  Sometimes, however, it is simply an error on our part as we all are human, and some errors, from each of us, are to be expected.

  I agree, half an hour is insufficient time to correct an error.  We are all involved in work and neither have the time to review our emails or take corrective action in such a short time.  Therefore, where payments are returned in situations such as this, we are changing our policy to allow a more reasonable time period after member notification for corrective action to be taken.  This will allow the member to take corrective action by the afternoon of the following day for those who are not habitably providing NSF payments.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Withlacoochee electric company told my aunt that she can pay her electric bill on the 1st because it's 8 days late she has COPD and she is on oxygen and my mother-in-law has a heart condition and she needs to air conditioner on at first they told us that we can get an extension and then they said no is there any law to protect the elders and give them the extension because most of them get checks every month I'd like to get help with this they want to shut us off by 5:00 p.m. tomorrow afternoon please help

  Business response

  01/26/2023

  Sorry for the confusion.  Our records show an extension until the 1st was granted.  I have asked that one of our supervisors reach out by phone to the number provided and find out what caused the confusion and speak to the person to assure them the extension was granted until the 1st as requested.

*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. ↩