ABC Television Repair

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ After researching this account here is what I find for the above mentioned customer: 10/17/Balance $ 11/03/Payment received - 11/05/Final bill 02/13/Payment received - Balance $ The final bill was never paid in fullCustomer owes City Utilities $ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do not acceptI was in the place of business of cities utilities and spoke to one of the employies to pay my bill and give notice of moving and closing my acctShe told me go to the atm machine there and pay my bill and said I would receive a final bill in the mailI gave her the address to where I would be staying in FloridaI sent a copy of my pymt paid that day and of the final pymt in Feb after receiving the statement dueMy phone number has remained the same for yearsNo communication from them since copies sentAfter viewing credit report I saw where they claimed pymtnot paidCalled them and was told pymtrefused by bank because bank said my account there was closedAs they can see by my bank statement it was not closedcould not get the lady I was speaking to do a way call to bank to verify it was paidI moved from the aptI was living in on Oct went down and paid what I was told was the final amount due up through Octand I would received the final amt due after they see how much due after utilities shut offI due not believe that I owe that much plus what they said in the final billthey say I do.I paid the amtdue in Novas I was living for Florida and wanted all my bills due paid that dayHow could I owe so much when I had moved and was not there to use the utilities? Final Business Response / [redacted] (4000, 9, 2015/09/21) */ The final bill was billed on 11/05/in the amount of $A payment of $was paid toward it on 02/13/Therefore, the balance due is $If customer would like a copy of her final bill she can call Customer Service at 417-863- Final Consumer Response / [redacted] (4200, 11, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the final billThe amtof $was paid at their business a day before the statement came outI plan on being at the city utilities business this Friday, 09/ 25/to try and straighten this out because I know I paid the bill

See attached

The check was returned as insufficient on 10/13/ The $NSF charge was credited to utility account Three late payment charges were credited back to utility account as a courtesy Customer was told if they received overdraft charges to provide their bank statement of those charges and we would credit their utility account for those too

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ There are two ways to avoid late charges Pay the total bill amount by the due date If a customer needs some extra time to pay the bill amount, they can call our office and request to make a payment arrangementIf the customer makes the payment on the date they request, there are no late chargesIf the payment is not received as promised late charges will be added

Initial Business Response / [redacted] (1000, 9, 2016/08/03) */ We have hired a few new meter readers recentlyWe apologize for any read errors, but assure you that you are not being cheatedNew digital gas meters cannot be installed on request I was told when I tried to request one for you Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because City Utilities can do anything it wants to doWhat I don't deserve a new digital meter because I am poor or don't live on the south part of townThis is an issue that CU could resolve quickly if it wanted to Final Consumer Response / [redacted] (4200, 15, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe what they are telling meIt's just excuse after excuse and I don't have the means to fight themBut I assure there are discrepencies in my bill the last 4-monthsLook them up and see for yourself Final Business Response / [redacted] (4000, 13, 2016/08/04) */ Final response: We only receive a few AMI gas meters at a timeI assure you that your income and where you live has nothing to do with it

Initial Business Response / [redacted] (1000, 5, 2016/04/20) */ [redacted] was or is still residing at EEvergreen, but without service from City UtilitiesHer account was closed on 04/06/ *04/15/ [redacted] called City Utilities requesting to sign for Service for her grandmother [redacted] J [redacted] at EEvergreen, but we cannot start service with someone other than [redacted] *Information was provided by granddaughter [redacted] that Grandmother [redacted] has severe dementia *We spoke with [redacted] on the telephone and her granddaughter [redacted] was telling [redacted] what to say in the background *Information has been given to granddaughters [redacted] and [redacted] that they must provide proof of their residency as to where they are residing before we will allow grandmother [redacted] to sign for service at [redacted] and [redacted] both have unfinished business with City Utilities that needs to be taken care of Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) #CU closed account with [redacted] and has many accounts as to where the deposit is for ***There is a $deposit required (350% more than the average requirement), a current $balance [redacted] was not mentioned as an issue but company has ignored privacy in this issue also bringing her account into the matterThats now family memebers information required and violated for the account # [redacted] took a fall and is currently experiencing some neurological issues, as if its the electric company's business # [redacted] only spoke after [redacted] gave permissions to do so, not with anyone coaching, she also offered proof of address gladly even though its clearly violating privacy issuesCU required this because she changed emergency contact to her from *** #Cu representatives say [redacted] needs to obtain federal mail issued to someone else (***) for her serviceThats not a legal actionStealing mail is a serious offense # [redacted] does not nor has not lived with [redacted] for many many yearsShe only contacted CU after we contacted her asking for a valid proof of addressCU required this because [redacted] was Margies emergency contactShe refuses to volunteer her mail or any address and there's little contact between her and other family members #No solution was offered by CU representatives, furthermore relatives accounts are none of my concern and a major violation of privacy Final Business Response / [redacted] (4000, 9, 2016/04/22) */ This family has called CU and they have been told what must happen to have service at this addressCase closed

Initial Business Response /* (1000, 5, 2016/08/25) */
I have reviewed the charges and it is correct for day usageCustomer may have forgotten about the Service Connection Fee of $that gets added to the first bill
Electric usage
Tax
Serv
ConnFee
Total

Complaint: ***
I am rejecting this response because: Their statement just says they spoke with the field supervisor and that's itHow is that a resolution? They provided no information as to their communication with the field supervisorThey still refuse to provide me a final bill with the break down of charges$was the June bill due the first week of July but since I was shutting off all service shortly after, I waited to pay that bill with the final billing which I would have received later in July, instead I received a past due in August for $and no explaination of the charges after the June bill.I've also still called and can never be connected to a Senior SupervisorOnly customer support!
Sincerely,
*** ***

A supervisor with City Utilities Customer Service Department investigated this matter with our Field Services Department The supervisor called the customer, *** ***, and explained to her what had happened and the amount she owes City Utilities We consider this issue resolved

Initial Business Response /* (1000, 5, 2015/11/25) */
Deposit has been applied to Mr *** accountIt was not held hostage
Initial Consumer Rebuttal /* (3000, 7, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The deposit is not being applied
to my monthly billingThe have it on hold noting each bill as "cash on hand"months of billing has been completed with no redemption of any of my cash depositI have been informed several time verbally that the deposit would start being applied to billing after months of on time paymentsCU is unable to provide a written policy as to how long the deposit is held on handThe last answer I got was, "when CU decided to start applying the deposit to bills"It is unacceptable for CU to hold my cash deposit without disclosing the full terms of the deposit in writing as requestedI respectfully request that Revdex.com set this case for mediation
Final Business Response /* (4000, 9, 2015/12/03) */
Mr*** deposit of $was applied to his account on 11/23/The next billing on 12/14/will reflect this amount

Initial Business Response /* (1000, 9, 2016/09/15) */
Supervisor is researching, please give us a day or two longerThank you
Initial Consumer Rebuttal /* (3000, 17, 2017/02/27) */
They never respondedWhy did you close it? Do not close it, make them explain themselves
Final Business
Response /* (4000, 19, 2017/03/08) */
Each time service is disconnected for non payment the deposit is increased by $This is why the deposit is at $nowIf customer will pay on time for a year the deposit will then be added back to her account

Initial Business Response /* (1000, 5, 2016/01/28) */
Due to delinquency on this account a disconnect notice was mailed to this customer on 01/20/with a disconnect date of 01/28/Customer called 01/27/to make a payment arrangementOnce the disconnect has been scheduled we cannot make
payment arrangements, the only way to avoid a disconnect of service is to pay the delinquent amount
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't make my paycheck come any soonerI don't have a history of being delinquentThis is bad businessI manage a business and know very well that policies can be broken and usually areThis is a big deal regarding the well being of my familyIt's not like being without cable or internet, water is a necessity
Final Consumer Response /* (4200, 11, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Way to represent your mottoYou are awfulI sincerely hope your business goes bankrupt
Final Business Response /* (4000, 9, 2016/02/05) */
If payment cannot be made by the due date on the bill the customer needs to call to make payment arrangements to avoid disconnectPayment arrangements cannot be made if disconnect has been scheduled
The nighttime temperature determines whether CU disconnects water or electricIf temperature is to get below degrees water is cut instead of electricity

Initial Business Response /* (1000, 5, 2015/09/03) */
*** *** was told on August 26, that he would need to pay $to turn service on in his name at *** ** *** ***
When *** *** called back later that same day a SrCustomer Service representative noticed that amount was not
correct and the amount he would have to pay for service was $(includes $past due left on his account a few years ago plus $deposit
I do not find where *** *** ever paid a deposit previously
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it was mandatory to pay a $connection deposit at the previous address
Final Business Response /* (4000, 9, 2015/09/14) */
A deposit was required, but was never paid
IF a deposit had been collected from customer it would have been credited back to his balance when he discontinued service with City Utilities
Closed
Final Consumer Response /* (4200, 11, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was required to pay the deposit as said by there response, everyone in Springfield knows if there is a fee these croooks want to charge it must be paidI paid itNo credit was issued.This is why this compliant exists!

12/10:06am Mediator called CONS, left VM. 12/10:56am Mediator called CONS for update, left VM. 01/11:28am Mediator called CONS for update, left VM mentioning this was the last attempt to contact. 01/3:09pm Mediator returned CONS VMLeft VM. 1/9:09am Mediator called CONS for update, left VM mentioning this was the last attempt to contact. 1/8:02am Mediator called CONS for updateLeft VM. 1/3:30pm Mediator called CONS for updateLeft VM

Initial Business Response /* (1000, 5, 2015/08/25) */
RE: [redacted]
[redacted] [redacted]
This issue has been resolved and a corrected bill mailed to them yesterday.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
They still needed to look at our past bills because they have been overcharging men. I had to take a loan out on my truck to pay my bill so they would not shut my utilities off
Final Business Response /* (4000, 9, 2015/09/03) */
This issue has been resolved.
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want further investigation and replacement of the meter.

Initial Business Response /* (1000, 5, 2015/08/25) */
RE: [redacted]
[redacted] E [redacted]
The water meter reading was double checked on July 22, 2015. The reading was correct so City Utilities checked for a water leak. No leak was found.
The water that the customer was billed for...

went through the meter; therefore City Utilities cannot change the billing.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable. There is no way that we used 26,000 gallons in one month when our normal usage is a fraction of that. If there is no leak then there is a another problem CU needs to take responsibility for instead of pushing off $100 bill to the customer.
I will continue escalating this complaint to the Attorney General's office and the Missouri Public Service Commission since your customer service continues to show you are unwilling to admit the error. I refuse to pay for something I didn't use.
Final Business Response /* (4000, 9, 2015/08/27) */
When the water usage is high for just one month there are a few possibilities. Since [redacted] reported she had the house and connection to the meter checked for leaks and none were found, City Utilities double checked the usage reading which was correct. City Utilities then checked for leaks to the meter and none were found. [redacted] reported she does not water her yard and does not have a pool. [redacted] more than likely had a toilet hang up and leak water through it which can result in high water usage.
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not have any toilets or appliances that use water that have been leaking. Since nothing has been fixed or altered in the house and the August bill had normal usage, this implies that the problem is not in my house. If the problem was mine to fix it would show as an ongoing problem on the latest bill, which only shows 8 CCF of water usage.
July's bill is some kind of anomaly that I do not feel is my responsibility and has raised my bill $100 over normal usage. Never in all the years that I've been a CU customer have I had an issue like this.

Initial Business Response /* (1000, 5, 2015/09/16) */
After researching this account here is what I find for the above mentioned customer:
10/17/14 Balance $54.87
11/03/14 Payment received -54.87
11/05/14 Final bill 60.33
02/13/15 Payment received -...

5.46
Balance $54.87
The final bill was never paid in full. Customer owes City Utilities $54.87.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do not accept. I was in the place of business of cities utilities and spoke to one of the employies to pay my bill and give notice of moving and closing my acct. She told me go to the atm machine there and pay my bill and said I would receive a final bill in the mail. I gave her the address to where I would be staying in Florida. I sent a copy of my pymt paid that day and of the final pymt in Feb after receiving the statement due. My phone number has remained the same for years. No communication from them since copies sent. After viewing credit report I saw where they claimed pymt. not paid. Called them and was told pymt. refused by bank because bank said my account there was closed. As they can see by my bank statement it was not closed. could not get the lady I was speaking to do a 3 way call to bank to verify it was paid. I moved from the apt. I was living in on Oct 31.2013. went down and paid what I was told was the final amount due up through Oct. and I would received the final amt due after they see how much due after utilities shut off. I due not believe that I owe that much plus what they said in the final bill. they say I do.I paid the amt. due in Nov. as I was living for Florida and wanted all my bills due paid that day. How could I owe so much when I had moved and was not there to use the utilities?
Final Business Response /* (4000, 9, 2015/09/21) */
The final bill was billed on 11/05/14 in the amount of $60.33. A payment of $5.46 was paid toward it on 02/13/15. Therefore, the balance due is $54.87. If customer would like a copy of her final bill she can call Customer Service at 417-863-9000.
Final Consumer Response /* (4200, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the final bill. The amt. of $54.87 was paid at their business a day before the statement came out. I plan on being at the city utilities business this Friday, 09/ 25/2015 to try and straighten this out because I know I paid the bill.

Initial Business Response /* (1000, 5, 2015/06/18) */
This issue has been resolved with customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has not been resolved. I have not been contacted by...

CU, my money has not been refunded, my Landlord Agreement has not been reinstated, CU has not amended/updated the Agreement, and I'm quite sure CU has not changed it policy regarding this type of situation.
Final Business Response /* (4000, 9, 2015/06/23) */
The Landlord Agreement has been explained to the customer. Situation has been handled with the customer. Closed.
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NOT CLOSED. CU CANNOT: secretly switch a tenant's utilities into the landlord's name because the tenant didn't pay the bill, send the account to a collection agency and attempt to have the tenant's unpaid balance placed on the landlord's credit, or force the landlord to pay the tenant's bill before connecting service at the landlord's other rental properties...and get away with it. PERIOD. For the last time, refund my money.

Initial Business Response /* (1000, 9, 2016/08/03) */
We have hired a few new meter readers recently. We apologize for any read errors, but assure you that you are not being cheated. New digital gas meters cannot be installed on request I was told when I tried to request one for you.
Initial...

Consumer Rebuttal /* (3000, 11, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because City Utilities can do anything it wants to do. What I don't deserve a new digital meter because I am poor or don't live on the south part of town. This is an issue that CU could resolve quickly if it wanted to.
Final Consumer Response /* (4200, 15, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe what they are telling me. It's just excuse after excuse and I don't have the means to fight them. But
I assure there are discrepencies in my bill the last 4-5 months. Look them up and see for yourself.
Final Business Response /* (4000, 13, 2016/08/04) */
Final response: We only receive a few AMI gas meters at a time. I assure you that your income and where you live has nothing to do with it.

See attached.