Difficulties with State Energy Assistance Application

[mountainsoft]

Washington state recently started a new energy assistance program called SHEAP. You can actually earn up to $60K a year and qualify, which seems bonkers to me. We only have about $38K of "income", so we easily qualify but I have found it impossible to apply. I have reached out to our electric company customer service and they say the only way to apply is to call their appointment line by phone at 9am weekdays. Unfortunately, I have tried every morning for the last six days and am told the appointment line is full and to try again the next business day. I even tried calling at 8:59am to get a jump on the competition, but nope, the line doesn't open till 9am.

Granted, we don't "need" the reduction, but as seniors with a limited income, it would still be nice to get a reduction in our electric bill if we qualify. That said, I feel bad for the folks who are really struggling to pay their electric bills and can't get through to make an appointment (scheduled two weeks out).

To make matters worse, you have to go through a long automated phone tree process before you find out the appointment line is full. It takes about 5-10 minutes each morning just to find out the line is full. I wish they would let you know up front the line is full before you punch in all those numbers every day.

Overall it just seems like a dumb system. It's just a line to make appointments, there's no financial information involved. Why they don't have a simple online appointment calendar is beyond me. Even if I had to schedule months out. Customer service is fast and responsive, it's just the appointment line that's the weak link.

I might try a couple more times, then I'm just giving up. Maybe that's their intention with such a complicated system. Weed out all but the most desperate folks?

In contrast, we did get a different $200 energy credit a couple months ago, just by filling out a short form on a web site. Less than 5 questions, no document or income verification, and the credit was applied automatically. It was such a simple process.

 

[Gumby]

Is it this program? State Home Energy Assistance Program (SHEAP) It does not appear to be a call to either the state or the electric utility, but to some "partner organization"

 

[jazz4cash]

Went through some of these hassles trying to help a relative. Everything was online which was out of her comfort zone and even seemed clumsy to me. I did come to believe it was intentionally inconvenient. One was a Federal program credit for internet. After hoop jumping and waiting 2 months she gets $30/ mo. Every little bit helps I guess

 

[Walt34]

This seems to be one of those situations that calls for contacting one of your state-level congresscritters. I don't know how well that works at the state level, but the two times I did that at the federal level their staff was great at letting me contact someone who would both answer the phone and knew what they were talking about.

It'd be worth a try for the phone call to a state legislator's office. The worst they can do is ignore you.

 

[mountainsoft]

Is it this program? State Home Energy Assistance Program (SHEAP) It does not appear to be a call to either the state or the electric utility, but to some "partner organization"

Yep, that's the one. In our case the "partner organization" is our local power company.

 

[mountainsoft]

This seems to be one of those situations that calls for contacting one of your state-level congresscritters.

Possibly, but it's not that important. If I can't get through after a few more tries, I'll just abandon the attempt. I'm always looking for discounts, but the little bit of savings isn't worth wasting a lot of time and effort on it. There are plenty of folks who need the credit more than we do.

 

[aaronc879]

Sad that it's that difficult for those who really need the help. I got energy assistance for this winter in my state and it took 10 minutes online and that's it. My November-February bills will likely be $0. May owe a small amount in February.

 

[rk911]

We're the govt. and we're here to help!

 

[Koolau]

Possibly, but it's not that important. If I can't get through after a few more tries, I'll just abandon the attempt. I'm always looking for discounts, but the little bit of savings isn't worth wasting a lot of time and effort on it. There are plenty of folks who need the credit more than we do.

It sounds like that's what they want you to do - abandon your efforts.

 

[mountainsoft]

Latest update...

I called the energy assistance line every day for nearly two weeks until I was finally able to get a phone appointment. Then I had to wait another two weeks for them to call me back.

I finally got the call today and the agent said she had never even heard of the SHEAP program I was trying to apply for. She only worked with the low income assistance program, which I knew we didn't qualify for in the beginning. She said to contact customer service.

So a month later, I'm back where I started. I sent one last email to customer service, but I assume this is the end of it all. I certainly won't go through that frustrating process again.

1. You have to call at EXACTLY 9am each day. 8:59 the lines aren't open. 9:01 the line is full.

2. EVERY TIME YOU CALL - You have to navigate through a long automated phone tree, entering account numbers, phone numbers, answering questions, etc. before being told the appointment line is full. Why couldn't they tell you up front there are no appointments available before going through all of that.

3. It's okay to waste a month of my life on this, but if I didn't answer the phone at the exact time THEY wanted to call they would cancel my application.

This could have all been handled with a simple web form and placed on a waiting list. What a stupid system.

Okay, customer service just responded. Apparently these are new programs and many agents aren't familiar with them. Ya think? The application has been mailed and they will check to see which programs we are eligible for when I return the application and documentation. I don't know if I'm persistent or just stupid, but I've already gathered all the documents they want, so I might play this out and see where it leads. Keep in mind I've already given them all of this information numerous times...

To top it off, you have to reapply each year... GRRRR....

 

[RetiredAndLovingIt]

There is a contact e-mail address, why don't you contact him and let him know how difficult it is to apply. I applied for a gas and electric similar programs and got a brand new heating system, swamp cooler and 50 gallon water heater plus home weatherization. I applied to one of the partner organizations for the electric company and filled in an online form for the gas company a couple of years earlier. It was super easy in Southern California. Also included a 20% discount on my utility bills but I do have to provide tax returns every year upon request to continue to qualify for the discount.

 

[jim584672]

In my area if you are on various programs like Medicaid, SNAP, etc. the power company will give a $40ish a month discount.

 

[mountainsoft]

There is a contact e-mail address, why don't you contact him and let him know how difficult it is to apply.

Oh trust me, I have contacted them several times about this and it goes nowhere. That's just the way they do it, no alternatives. Like it or leave it. I'm sure I'm not alone.

The agent that called me was really snarky when she first called. You know, the cranky DMV personality. I'm guessing she has to deal with frustrated people on a regular basis. By the time we were done talking she was sweet and laughing and said "have a good Thanksgiving". I said "Thanks, you too". She was probably just happy I wasn't yelling at her.

Like I said, we don't really NEED the discount. I just figured I would give it a go if we were eligible. Why not? I never dreamed it would turn into such a hassle.

We'll see if I'm still in the mood to play along further once the paperwork arrives.

 

[mountainsoft]

In my area if you are on various programs like Medicaid, SNAP, etc. the power company will give a $40ish a month discount.

We're not on any government programs and our income is too high to qualify for low income assistance. But we could have over 60K of income and still qualify for this SHEAP program. That's just bonkers to me. I guess 60K isn't what it used to be... Then again, people earning 100K are living paycheck to paycheck!

 

[jim584672]

We're not on any government programs and our income is too high to qualify for low income assistance. But we could have over 60K of income and still qualify for this SHEAP program. That's just bonkers to me. I guess 60K isn't what it used to be... Then again, people earning 100K are living paycheck to paycheck!

Our "low income" elderly tax break for seniors is around a $50K income limit.

 

[mountainsoft]

Okay, I reached my limit...

I received the paper application for the energy assistance today. Again, it only mentions the LIHEAP program (I already know we don't qualify) with nothing about the SHEAP program I was inquiring about.

There are numerous invasive personal questions that don't seem related to a power discount, as well as forms for DSHS applications. I also don't want any of their weatherization services.

It's all way too much just to get a few hundred dollar credit, assuming we were eligible at all.

I tried to play along, but this is just ridiculous. Our electric bill isn't that big anyway.

 

[Koolau]

That's too bad, especially with all the time you've invested. I guess it can't come as too big a surprise, though. It seems obvious that no one really wanted to give you assistance. Why would they make it that difficult if they really wanted to help. So sorry.

 

[mountainsoft]

Yeah, it's kind of defeating, but it wouldn't have amounted to much of a credit anyway. Maybe a few hundred dollars at most.

They already know a lot about us. We've been a customer at the same address for over 30 years. So each step became increasingly annoying.

Calling every day for two weeks just to get a phone appointment. Adjusting my schedule to fit their appointment time. Requests for drivers licenses, social security numbers, copies of property ownership, and the kicker was DSHS involvement. Proof of income, sure, but everything else seemed over the top and unrelated. They stretched the process out over a month, but want their paperwork returned in just a couple days. Oh, and still no mention of the assistance program I was trying for.

Anyway, I gladly sent all the paperwork through the shredder yesterday!