ComplaintsforTalquin Electric Cooperative, Inc

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Utility bill was $368.76. On Tuesday February 7, 2023 At approximately 7:15am I dropped my payment in the drop box in the form of a check $369.00 at **** Thomasville Road Tallahassee, FL. Office was not open at the time and the lobby remains closed. Disconnect date is Tuesday February 7, 2023 at 11:00am which means my payment was made in time and should have been applied to my account. I arrived home on Tuesday 6:00pm to find my services disconnected. I contacted Talquin after hours call center explained my situation I was out on hold and later notified according to Talquin dispatch no payment was applied to my account. I stressed I did indeed make my payment in time, I use a cpap machine and I would need my service restored immediately. The women I spoke with at Talquin after hours call center stated it was nothing she could do but she would forward message to Talquin’s manager. After packing up my family along with our dog we left in search of finding somewhere to stay the night. I later received a call from a manager at Talquin informing me my utilities would be restored but if my payment “cannot be located” my service would be disconnected AGAIN the next morning. Talquin office opened up at 8:30am I made a call at 8:37am spoke with Sharee at call center I explained situation to her I was put on hold multiple times with her coming back with more questions than answers Where did I make payment? What time did I make payment? What was the amount of payment? Was payment made by check or money order? What is the description of my car? I answered all these questions to later be informed my payment was located. I was also informed until camera footage can be viewed to show what time I made payment I would still be responsible for reconnecting fee. I asked that a manager call me back with a update and to discuss rectifying this matter my family was inconvenienced as well as over $200 of groceries destroyed it’s been 3 days and no one from Talquin has contacted me

  Business response

  02/12/2023

  Talquin Electric "Talquin" received an after-hours inquiry on February 7th regarding an account that had been disconnected for non-payment earlier that day. After the situation was researched, service was restored on  February 7th to the location. On February 8th, the Bradfordville office located the payment in the night drop box that Member reported having placed there on February 7th. The drop box had been checked at least two times on February 7th and other payments were collected and posted. Because there are security cameras on the drive thru, we reviewed the video recordings to determine if the payment had been placed at the date/time reported by Member and that the disconnect/reconnect fee could be refunded to the account. There were conversations with the Member on February 8th and we reported that as soon as the video recordings were reviewed, we would contact Member back. On February 10th it was determined that there was a vehicle matching the description the Member reported in the drive thru on February 7th before the office opened. Fees for the disconnect/reconnect were refunded to the account and the Member was contacted. The Bradfordville office staff check the drop box multiple times per day, but will now check very closely to ensure no payments are stuck in the upper part of the box.

  Customer response

  02/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19381857, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Angela ****

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, My payment arrangement of $20 was made on 6/20/22 @ 4:52 pm. I spoke a representative from Talquin by the name of Carla, She told me if I made a payment of $20 she would notate my account for an extension until 6/22/22. Doing so would allow ***** time to submit payment, I did just as I was instructed to do so that my minor son with Asthma wouldn't be put in the dark.. At 11am on 6/21/22 My lights were disconnected despite of the arrangement. She said I was told to call back that morning to complete the extension, Which was so UNTRUE. I was only told to call the next morning if the system wouldn't allow me to make the $20 payment. Why wouldn't I have made that simple phone call, after I BORROWED the money to make the payment?? I have been a customer with Talquin for 17 years and this is the 2nd time this has happened to me. I'm more disappointed and embarrassed than anything, If my child wasn't here it may have been different, But he WAS.. Not only am I still in the dark at 1:40pm, After Community Action has agreed to pay the bill, but I now have $60 reconnect fee added to that.. Good Customer Service is due to EVERYONE, Times are hard right now for a lot of people, if it doesn't affect an individual I applaud them. But, Please don't slapped me in my face and treat me less than, because it does affect me.. It's hard enough to ask for HELP, It's worst when you are HUMILIATED over it.... Thanks in Advance, I REALLY WANT MY VOICE HEARD, Because this really BROKE ME DOWN!!!!

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/29) */ Contact Name and Title: Lori **** Contact Phone: XXX-XXX-XXXX Contact Email: *********@talquinelectric.com Member called on Monday 6/20 and asked for an extension because Community Action was supposed to send in a pledge. Member stated that she talked to the rep from Community Action who had been out sick and that a pledge would be coming to us on Tuesday 6/21. Member was trying to make sure that she wasn't disconnected in the meantime. Talquin rep spoke to Member and asked her to make a $20 payment, and then to call back after payment was made to put an extension on the remaining balance. This would allow time for the pledge to be submitted to Talquin from Community Action. The Member made a $20 payment but didn't call back for an extension. Therefore the account was disconnected for arrears on 6/21. After the account was disconnected and contact was made by Member, a Talquin rep reconnected the service and adjusted the disc/rec fee from the account. The pledge from Community Action was received about 2:45 pm that same day.

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