ComplaintsforExcelsior Electric Membership Corp

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/21/2023 They failed to see our payment and shut off our power even though we paid the bill on time. They failed to adjust and blamed us for what was an internal communication on their part. We ended up paying $500+ just for a monthly bill even nothing changed with our meter or usage. Everyone hates them and prefers ************** I hope they go out of business soon or their franchise is revoked by the state soon. Hate them with every fiber of my being for trying to freeze my baby children.

  Business response

  01/02/2024

  This member got behind on paying his bill beginning in September when he didnt get it paid until October, after Octobers bill had already been published.
  In November, he paid Octobers bill but did not pay the November bill.
  The due date for the November bill was 12/13/23. When it was not paid, a 7-day extension was automatically added to the account, extending the cut-off date to 12/21/23 if no payment is made.
  The member tried to make a payment online on 12/15/23 at 7:33 am, but the payment was declined.
  On 12/18/23 at 11:58 am, our automated Alerts and Reminders system sent an email and a voice message to the email address and the phone number listed on the account, reminding them that payment was still due.
  No payment was made, and they were cut off for non-payment on 12/21/23 at 12:39 pm. The member called us at 10:30 pm after they were cut off and promised to pay the following day before 1pm. Our dispatcher reconnected their power with the promise to pay.
  The member paid the balance plus the reconnect fees in full on 12/22/23.
  In summary, the member did not pay his bills on time which resulted in arrears building up and growing his balance. When he attempted to pay Novembers bill online on December 15th, the payment was declined. He received notification from our automated Alerts and Reminders system on December 18th alerting him of a payment being due but took no action until after he was cutoff for non-payment.
  In response to the members comment about their usage not changing:
  The members usage jumped from **** kWh in November to **** kWh in December, representing a ****% increase. After reviewing their daily usage, the highest usage days are when the outside temperatures dropped. This is representative of increased heater usage and is a normal increase for this time of year due to the colder temperatures. This information is available on the Excelsior EMC smartphone app, our website, through our alerts and reminders tool, or by calling our office and speaking to a member of our ****** Services team.  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There is a big discrepancy concerning my electric bill. I have been through this with this company before, and there is something they are not doing correctly. How is it possible that I have 18 people in my home for 5 days as well as Christmas Lights burning for the entire month of December with both units in my home burning due to my guest. My guest leaves on December 27th. This is when both of my units (Air & Heat) were turned off, and have never been back on. Even in our 20 degree weather my units have not been on. There is no one at my home between the hours of 0630-16030 five days a week. When we are home we are using heat from our fireplace until bedtime which is between 830-900 five nights a week due to work. So, please tell me how there is a bill that is more in energy use than my last billing cycle in a brand new home. Which has all new appliances through out the entire home. I need answers. I know tons of people who complain about their services with this company but no one says anything. Well, I WANT ANSWERS

  Business response

  02/09/2022

  After receiving the concern from BBB, we took the following steps to contact the consumer to assist her with her concern. We have made repeated attempts to contact her with no success. 

  ******** **** (customer service Rep.) spoke with ****** ******** on the morning of 2-1-22 at approximately 9:30am.
  
  ******* ******* (Member Services Rep.) called at 10:01am on 2-1-22. Mrs. ******** stated that she was busy and could not talk right now.
  
  Mrs. ******** called back and left ******* a message at 12:12pm on 2-1-22 while he was on his lunch break.
  
  ******* called back at 2:18 pm on 2-1-22 and did not get an answer, left a message to call back.
  
  ******* called back at 12:48pm on 2-4-22 and did not get an answer, left message to call back.
  
  ******* mailed a letter to Mrs. ******** on 2-8-22 outlining details of her energy usage and usage history as well as tips to reduce her usage.
  
  We have received no further contact from Mrs. ********.

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