To The Dispute Resolution Team,Regarding the above referenced complaint, we sincerely
apologize to the Revdex.com and to [redacted] for the delay in our
response. This was due to internal miscommunication and was never our intention
to ignore the issue at hand.
After researching...
the facts [redacted] stated on his
complaint dated [redacted], we were able to determine that this account
was acquired from another Electricity provider, [redacted], and that the
original account was already setup under his name.
[redacted] relies on bank lockboxes to process
the payments that our customers process through their bank bill payment systems.
Unfortunately, banks fail to tell their customers that when they said
“Delivered by” they mean the date when the payment will be sent via [redacted] to our
Lockbox.
On [redacted], our company decided to change Lockbox
provider for [redacted] to [redacted] and requested to our customers to
change our mailing address on their Bill Payment Bank Setup, through our
website, regular mail and/or mass e-mailing campaigns.
-
Bill #[redacted] was sent on [redacted] with a
Due Date of [redacted] for $[redacted]
-
Customer called on [redacted] requesting a Move
Out from their address with an effective date of [redacted]. On that same day, a
Final Bill #[redacted] is sent with the Final Amount, including past due
amount with a final Due Date of [redacted]
-
A check in the amount of $[redacted] was received on
[redacted].
-
A past due information e-mail is sent on
[redacted] reminding the customer that the amount of $[redacted] was still pending in
the account.
-
On [redacted] customer called to report that
payment had been sent 0n [redacted]. Our CSR informed that payment had not been
received yet. Unfortunately, the check was sent to our old [redacted]
-
On [redacted] the total pending balance of $[redacted]
was paid via credit card and our collection supervisor, [redacted], confirmed
that no further collection actions were going to be in place. As requested by
the customer, [redacted] sent the following letter via regular and electronic
mail:
January
13, 2015
Dear
[redacted]:
This
is to inform you that the account: [redacted] is now at a zero balance. The
collection efforts with [redacted] have been stopped immediately. We would
like to apologize for the inconvenience that this situation has caused. Thank
you for your prompt attention in this matter.
I
again would like to apologize for any inconvenience this has caused.
[redacted]
COLLECTIONS DEPARTMENT
[redacted]
We apologize for the inconvenience that this issue may have
caused to [redacted]. Thank you for the opportunity to address the
customer’s complaint.
Respectfully submitted,[redacted] - Director of Operations[redacted]
To The Dispute Resolution Team,Regarding the above referenced complaint, we sincerely
apologize to the Revdex.com and to [redacted] for the delay in our
response. This was due to internal miscommunication and was never our intention
to ignore the issue at hand.
After researching...
the facts [redacted] stated on his
complaint dated [redacted], we were able to determine that this account
was acquired from another Electricity provider, [redacted], and that the
original account was already setup under his name.
[redacted] relies on bank lockboxes to process
the payments that our customers process through their bank bill payment systems.
Unfortunately, banks fail to tell their customers that when they said
“Delivered by” they mean the date when the payment will be sent via [redacted] to our
Lockbox.
On [redacted], our company decided to change Lockbox
provider for [redacted] to [redacted] and requested to our customers to
change our mailing address on their Bill Payment Bank Setup, through our
website, regular mail and/or mass e-mailing campaigns.
-
Bill #[redacted] was sent on [redacted] with a
Due Date of [redacted] for $[redacted]
-
Customer called on [redacted] requesting a Move
Out from their address with an effective date of [redacted]. On that same day, a
Final Bill #[redacted] is sent with the Final Amount, including past due
amount with a final Due Date of [redacted]
-
A check in the amount of $[redacted] was received on
[redacted].
-
A past due information e-mail is sent on
[redacted] reminding the customer that the amount of $[redacted] was still pending in
the account.
-
On [redacted] customer called to report that
payment had been sent 0n [redacted]. Our CSR informed that payment had not been
received yet. Unfortunately, the check was sent to our old [redacted]
-
On [redacted] the total pending balance of $[redacted]
was paid via credit card and our collection supervisor, [redacted], confirmed
that no further collection actions were going to be in place. As requested by
the customer, [redacted] sent the following letter via regular and electronic
mail:
January
13, 2015
Dear
[redacted]:
This
is to inform you that the account: [redacted] is now at a zero balance. The
collection efforts with [redacted] have been stopped immediately. We would
like to apologize for the inconvenience that this situation has caused. Thank
you for your prompt attention in this matter.
I
again would like to apologize for any inconvenience this has caused.
[redacted]
COLLECTIONS DEPARTMENT
[redacted]
We apologize for the inconvenience that this issue may have
caused to [redacted]. Thank you for the opportunity to address the
customer’s complaint.
Respectfully submitted,[redacted] - Director of Operations[redacted]