ABC Television Repair

The check was returned as insufficient on 10/13/17.  The $25.00 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 /* (1000, 5, 2016/01/06) */
There are two ways to avoid late charges.
1. Pay the total bill amount by the due date.
2. If a customer needs some extra time to pay the bill amount, they can call our office and request to make a payment arrangement. If the customer makes...

the payment on the date they request, there are no late charges. If the payment is not received as promised late charges will be added.

Initial Business Response /* (1000, 5, 2016/10/05) */
City Utilities average wait time is just over four minutes, however, we did experience a very high call volume September 30, through yesterday October 4.
We have a Virtual Hold program for each customer that calls with three options:
1. To...

continue to hold.
2. To request a call back as soon as possible.
3. To schedule a call back at a certain time.

Initial Business Response /* (1000, 5, 2016/04/20) */
[redacted] was or is still residing at 1020 E. Evergreen, but without service from City Utilities. Her account was closed on 04/06/16.
*04/15/16 [redacted] called City Utilities requesting to sign for Service for her grandmother...

[redacted] J. [redacted] at 1020 E. Evergreen, 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 /* (3000, 7, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
#1 CU closed account with [redacted] and has many accounts as to where the deposit is for [redacted]. There is a $700 deposit required (350% more than the average requirement), a current $0 balance. [redacted] was not mentioned as an issue but company has ignored privacy in this issue also bringing her account into the matter. Thats now 3 family memebers information required and violated for the account.
#2 [redacted] took a fall and is currently experiencing some neurological issues, as if its the electric company's business.
#3. [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 issues. CU required this because she changed emergency contact to her from [redacted].
#4. Cu representatives say [redacted] needs to obtain federal mail issued to someone else ([redacted]) for her service. Thats not a legal action. Stealing mail is a serious offense.
#5. [redacted] does not nor has not lived with [redacted] for many many years. She only contacted CU after we contacted her asking for a valid proof of address. CU required this because [redacted] was Margies emergency contact. She refuses to volunteer her mail or any address and there's little contact between her and other family members.
#6. No solution was offered by CU representatives, furthermore relatives accounts are none of my concern and a major violation of privacy.
Final Business Response /* (4000, 9, 2016/04/22) */
This family has called CU and they have been told what must happen to have service at this address. Case closed.