Clay Electric Cooperative Headquarters

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• Tammy Culp 1 · 5 months ago

  Dear Clay Electric Headquarters, I am writing as a long-time customer of Clay Electric, with over 40 years of service for myself and my family. Unfortunately, I am compelled to bring to your attention a deeply troubling experience involving a member of your customer service team. A close family member of mine, who is currently grieving the recent loss of her husband of more than 40 years, visited your office with his death certificate to have his name removed from their account. She completed all required paperwork and took the additional step of setting up online billing through her bank. After noticing that her April payment had not been processed, she responsibly contacted your Keystone billing department to inquire about the issue. During that call, she was shockingly told—despite having already completed the required steps—that she needed to remove her husband’s name from the account. More concerning, the representative proceeded to ask her if she was a "dumba$$" and said "how stupid could you be?" This behavior is completely unacceptable under any circumstances, but especially toward someone who is grieving such a profound loss. Distressed by this interaction, she went in person to the Keystone office and requested to speak with a manager. Unfortunately, the response she received there was equally disappointing. No apology was offered, and she was simply told the matter would be “investigated.” It was later determined that the issue stemmed from an internal error—Clay Electric had entered her information incorrectly. As a result of this experience, my family member was left humiliated and in tears. What should have been a straightforward administrative process became an emotionally distressing ordeal due to both the conduct of your staff and the lack of accountability shown afterward. For decades, our family has trusted Clay Electric as a reliable and community-oriented service provider. This incident stands in stark contrast to that expectation Signed , Once-Loyal Customer Deeply Disappointed