Over the past couple of weeks, the Fraud Squad has seen an increase in complaints about the HEAP Program, specifically that local San Diego organization CUI has not been distributing funds to people who were accepted into the HEAP program.

The Home Energy Assistance Program (HEAP) provides financial assistance to low income individuals for their heating and cooling bills. The California HEAP program receives federal funding, which then passes the funds along to local energy service providers. The local energy service providers disperse the funds. http://www.csd.ca.gov/Programs/Low%20Income%20Home%20Energy%20Assistance%20Program%20(LIHEAP).aspx. In San Diego, there are two organizations that distribute HEAP funds: Campesinos Unidos, Inc (CUI) and Metropolitan Area Advisory Committee (MAAC).

The complaints we received by phone and on our website were about CUI. The main problem? Consumers who qualified for HEAP last winter still have yet to receive any payments, over 6 months later. Without these payments, the individuals are seeing mounting energy bills with no assistance in the foreseeable future. Making matters worse is that no one seems to know why the payments have not been dispersed. 

I contacted SDG&E, who told me that they were informed that there would be a delay in payments from CUI for those individuals approved by HEAP between November and January. Unfortunately, SDG&E had no further information and suggested that qualified individuals should contact CUI directly.

However, it is notoriously difficult to get in touch with CUI. To speak with someone at CUI regarding the energy assistance program, individuals need to call (800) 371-1380 between 8am-11:30am and 1pm-3:30pm, Monday through Thursday. However, depending on the time of day you call CUI, you may get a busy signal or your phone call may not even connect. As I write this blog I am unable to get at least to their automated system.

I also called 211 and was able to speak to a live person. As kind and friendly as the 211 reps were on the phone, they could not provide me with any additional information other than what SDG&E provided and recommended that individuals contact CUI directly to check on their account status.

Ever frustrated, I called the Department of Community Services and Development (CSD), the state agency responsible for distributing the federal funds to the local agencies. I naively thought a state agency would be to give me some answers. After calling (866) 675-6623 and getting through CSD's phone tree, I was put on hold for what I thought would be a long time. However, my wait was abruptly cut short when an automated voice came on the line saying that due to the high call volume, I would need to call back at a different time. The automated phone robot then proceeded to hang up on me! I can't say this was the first time I've been rejected by a robot, but this is the first time I've been rejected by an automated phone system.

As frustrating as it is for a consumer advocate not to be able to reach a live person, UCAN's frustration is compounded by the fact that the energy bills of low income SDG&E customers are piling up, especially as we are on the verge of breaking into summer. SDG&E is willing to work with its customers, potentially putting them on a payment plan if they qualify. While this is a nice gesture, it still does not solve the overarching problem that CUI is not making payments to those individuals who qualified over 6 months ago.

CUI needs to step up, take responsibility, and address this issue. It is one thing to not make payments it is obligated to make; it is another thing to hide behind an automated phone tree and not answer the questions and concerns of the people CUI is supposedly serving. 

Thankfully, in addition to the HEAP program, there are other forms of financial assistance available for those who need it. The CARE credit provides a 20% discount on electricity bills for those who qualify. Additionally, if you need immediate emergency assistance, call 211 and ask for the Neighbor to Neighbor program. This program provides one-time financial assistance for those who are struck with a sudden emergency, such as illness or unemployment.

Have you qualified for HEAP but not received your payment from CUI? Let your frustrations be heard in the comments below, fill out our online complaint form, or give the Fraud Squad a call at (619) 696-6966.