Arizona Public Service

Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted]. [redacted]  Dear Dispute Resolution Consultant: I have received your letter dated August 13, 2015 regarding the complaint from [redacted]. [redacted] and appreciate the opportunity to...

respond. At APS, we care about our customers and we value our relationship with them. Being able to the resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. As you may know, APS is a regulated utility and is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). Through these rules and regulations, we have established deposit guidelines that are uniform and fair to all customers. These regulations state that APS may require a customer to establish or reestablish a security deposit if the account becomes delinquent in the payment of two or more bills within a 12 month period. It is important to note that residential security deposits are calculated based on two times the average bill in the previous 12 months and returned to customers once the account has had 12 months of service with no more than two late payments. I have investigated Mr. [redacted]’s concerns and have found that the electric service was established solely in the name of [redacted] at [redacted] in [redacted] on March 27, 2015. Ms. [redacted] was not required to pay a security deposit to establish the service. My investigation found that on June 9, 2015, a letter was mailed to Ms. [redacted]’s residence encouraging her to keep the APS account current in order to avoid the need for a security deposit as she had two delinquent payments in the previous four months. Unfortunately, APS received another delinquent payment in July 2015. Therefore, a letter was mailed to Ms. [redacted]’s residence on July 9, 2015 informing her that due to another delinquency on her account, a security deposit of $300.00 was required and due  on July 23, 2015. Ms. [redacted] failed to pay the security deposit so APS delivered a door hanger notice to her residence on August 3, 2015. The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment of the deposit on August 6, 2015. Later that day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance in addition to the security deposit was required to reconnect the service. However in the spirit of customer service, APS agreed to accept a partial payment of the deposit and establish a payment arrangement on the remaining deposit and delinquent balance to reconnect the service. APS received the partial payment of the security deposit and reconnected the electric service that same day. Ms. [redacted] called APS multiple times to revise her payment arrangements as she was unable to honor the previous payment arrangement. APS extended the payment arrangements for Ms. [redacted] on three different occasions. APS then denied her fourth request to extend her payment arrangement further  On August 13, 2015, Ms. [redacted] and Mr. [redacted] contacted APS and spoke with a supervisor to request another extension on their payment arrangement. In the spirit of customer service, the APS supervisor agreed to modify the payment arrangement once more.   I spoke with Mr. [redacted] regarding his concerns with the payment arrangement on August 19, 2015. He advised me that he was satisfied with the payment arrangement he and Ms. [redacted] had been given on by the APS supervisor. I let him know that at APS we value our customers and their needs and are willing to work them by establishing payment arrangements. However, it is important that the promised payment arrangement is kept in order to continue providing him and Ms. [redacted] payment arrangements in the future.  Mr. [redacted] thanked me for taking the time to call him and listen to his concerns. Again, thank you for opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,[redacted]APS Consumer AdvocateCc:     [redacted]. [redacted]

October 26, 2015

1;">   
Revdex.com
4428 N. 12th Street
Phoenix, AZ 85014-4585
Attn: Dispute Resolution Consultant
Re:

Complaint ID No. [redacted]/ [redacted]    
Dear

Sir or Madam:
I

have received your letter dated October 20, 2015 regarding the concerns from [redacted] and appreciate the opportunity

to respond.
At APS, we care

about our customers and we value our relationship with them. Being able to

resolve customer issues amicably is our goal and when any problem arises, we

work hard to resolve it.
I

have investigated Mr. [redacted] concerns and have found that on December 24,

2014, he visited a local APS office to

establish electric service at his residence located at [redacted] E. Garden Drive in

Phoenix. He advised APS that his girlfriend, [redacted], would be

residing at the residence also. APS informed Mr. [redacted] that Ms. [redacted] owed an outstanding balance from

a previous service. APS advised Mr.

[redacted] that her outstanding balance would need to be paid in full to establish

electric service to the residence. As an alternative, APS offered to add her to

his account as a joint account holder. APS stated that if he added Ms. [redacted] to the account then APS would be

able to establish a payment arrangement on the outstanding balance. At this

point, Mr. [redacted] became very loud and threatening in the APS customer lobby. Therefore,

APS security was called in to handle the

situation. Mr. [redacted] did not pay his security deposit nor was Ms. [redacted]’

outstanding balance paid at that time so

the service was not placed in his name.
On

December 30, 2014, Mr. [redacted] was served with a lawful order not to trespass onto the APS office located at [redacted] E. Bell

Road in Phoenix. This order was in effect for one year from the date it was

served.
On

February 5, 2015, Mr. [redacted] visited the APS office located in Glendale to

establish service. Again, Mr. [redacted] became loud and irate, however he paid

the security deposit and Ms. [redacted]’ outstanding balance to establish the electric service in his name.

APS Security was notified that Mr. [redacted] had been in the office and of his

behavior.
My

investigation also found that Mr. [redacted] electric service was disconnected

for non-payment of a delinquent balance on October 5, 2015. At this time, he

has not made a payment towards his account and the service remains off.
I

called Mr. [redacted] on October 23, 2015 to discuss his concerns and left a

message for him. At this time, he has not returned my call. I will be happy to

discuss Mr. [redacted] concerns if he would like to contact me directly at ###-###-####.
Again, thank you

for the opportunity to address Mr. [redacted] concerns. Should you have any

questions or if I may be of further assistance, please feel free to contact me

at the telephone number listed above.
Sincerely,

APS Consumer

Advocate
Cc:     [redacted]

I have received your most recent letter dated August 26, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.

 

Ms. [redacted] responded to my letter dated August 6, 2014 and contacted me by telephone on August 18, 2014. Ms. [redacted] immediately requested to speak with my supervisor because she felt I was dishonest in my letter by stating she advised APS she sets the thermostat for the air conditioning unit at 75 degrees when she is home. I attempted to explain to Ms. [redacted] that I reviewed the telephone call between her and APS and found she did in fact state she sets the thermostat at 75 degrees when she is at home. Ms. [redacted] continued to request to speak with my supervisor and I declined her request as she was not allowing me an opportunity to address her billing concerns.

 

The monthly APS bill includes a Metering and Meter Reading charge. The Metering charge is a fixed daily fee for providing and servicing the meter. The Meter Reading charge is a daily fee to recover costs associated with obtaining meter reads. It is important to note that these charges in addition to all APS charges and fees are approved by the [redacted] ([redacted]).

 

On August 21, 2014, APS mailed Ms. [redacted] her August monthly bill which consisted of energy charges in the amount of $56.01 for 30 days of energy usage. I will be happy to discuss Ms. [redacted]’s concerns if she still feels the meter providing service to her residence is not functioning properly.

 

Thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ([redacted]) [redacted].

 

Sincerely, 

APS Consumer Advocate

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was never notified that a deposit was due by 12/24/2013.I received notification in November stating that if any future payments were late that I would be subject to a deposit.No where in that notification did it state that scheduling a payment arrangement would be considered making a late payment.I was not notified of this when I called in and made the arrangemt either.if in fact scheduling a payment arrangement is considered making a late payment this should have been clarified as such.I do feel that they did in fact withhold this information intentionally, and in doing so, allowed me to schedule the arrangement which thenmade the deposit required. They did not send notification that a deposit was required, a due date for it or an explanation as to why.When in fact I called in to customer service the first 3 people I spoke with had no idea or explanation as to why the money was being required just that there was a deposit now required on my account.I had to repeatedly ask to speak with a supervisor and once I was on the line with one she hung up on me and did not call me back.I had to call back into the call center.  I have received no call or message from anyone at APS in regards to this or any matter.  

Regards,

Re:     Complaint ID No. [redacted] / [redacted]  Dear Sir or Madam: I have received your letter dated August 23, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and...

we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I have investigated Ms. [redacted] concerns and have found that she established electric service at [redacted] in Chandler on September 19, 2013. The service remained on in Ms. [redacted] name until August 21, 2015 when a new applicant placed the electric service in their name. My investigation found that on August 6, 2015, APS mailed and emailed Ms. [redacted] her August monthly bill for the energy usage from July 8, 2015 through August 6, 2015. On August 21, 2015, APS issued Ms. [redacted] a final bill for the energy usage from August 6, 2015 through August 21, 2015. Ms. [redacted] spoke with APS on August 23, 2015 and stated that she was having difficulty cancelling her electric service on the APS website as it advised her that she did not have any active service to disconnect. Ms. [redacted] also stated that she called APS the day prior and was unable to speak with anyone due to a hold time of over 15 minutes. APS explained to Ms. [redacted] that the electric service was taken out of her name on August 21, 2015. Therefore, the APS website would not allow her to cancel the service as it had already been removed from her name. Additionally, her initial attempt to contact APS by telephone occurred after the electric service had already been taken out of her name.   Ms. [redacted] then advised APS that she vacated the property on [redacted] on July 10, 2015 and requested to be reimbursed for the energy usage billed to her after that date. APS declined Ms. [redacted] request and advised her that she is responsible for the energy usage through August 21, 2015 as she had not previously contacted APS to disconnect the service. Ms. [redacted] responded by stating she would file a complaint with the Revdex.com (Revdex.com). I called Ms. [redacted] on August 27, 2015 to discuss her concerns and left a message for her. At this time, she has not returned my call. I will be happy to discuss Ms. [redacted] concerns if she would like to contact me directly at (602) 250-2280. Again, thank you for the opportunity to address Ms. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above. Sincerely,   

[redacted]APS Consumer Advocate Sr.   Cc:     [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Re: Complaint ID No. [redacted] / [redacted]  Dear Sir or Madam: I have received your letter dated March 20, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we...

value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. As you may know, APS is a regulated utility and is bound by the rules and regulations set forth by the Arizona Corporation Commission (ACC). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit from a customer to establish an additional service in their name based on their payment history. Additionally and in accordance with our rules and regulations, residential security deposits are returned to customers after 12 consecutive months of service with no more than two late payments or after they terminate all services with APS. I have investigated Ms. [redacted]’ concerns and have found that she established electric service to her home located at [redacted] in [redacted] on November 1, 2006. In January 2010, APS required Ms. [redacted] to pay a security deposit in the amount of $115.00 to establish an additional service located at [redacted] in [redacted]. Ms. [redacted] had the electric service on [redacted] in her name for two weeks while the property was in between tenants. In June 2010, APS required Ms. [redacted] to pay another security deposit of $115.00 to establish the service on [redacted] Drive in her name again. The electric service was in her name for two weeks while the property was once again in between tenants. On March 20, 2015, Ms. [redacted] contacted APS via email to inquire on when her account would be eligible to have the security deposit returned to her. APS responded to Ms. [redacted] that same day and explained to her the eligibility requirements to have the security deposit refunded to her. The security deposit had not been returned to Ms. [redacted] based on the payment history on the account for her home in [redacted].I spoke with Ms. [redacted] on March 26, 2015 and advised her that I had an opportunity to thoroughly review her account. Based on my investigation, I offered to return her security deposit of $230.00 as this deposit was paid to establish the service at her rental property. Additionally, I offered to return the deposit as Ms. [redacted] participates in APS’s Energy Support Program. The APS Energy Support Program offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. Ms. [redacted] was appreciative of my offer. Again, thank you for the opportunity to address Ms. [redacted]’ concerns. Should have you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

aps
January 5, 2016 Revdex.com 4828 N. 12th Street Phoenix, AZ 85014-4585 Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] Dear Dispute Resolution Consultant: I have received your letter dated December 29, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to the resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I have investigated Mr. [redacted]' concerns and have found that he established electric service to his home located at [redacted] in Surprise on October 28, 2015. My investigation found that on December 14, 2015, [redacted] called APS inquiring on the account of Mr. [redacted]. APS advised Ms[redacted] that permission would need to be provided by Mr. [redacted] to speak with her on behalf of his APS account as she is not listed on the account. She then placed Mr. [redacted] on the telephone and he gave APS permission to speak with her and add Ms[redacted] to his account as a joint account holder. APS obtained Ms[redacted]'s personal information and found that she owned an outstanding balance from a prior residence. Upon learning of her outstanding balance, she requested not to be added to the account as a joint account holder. On December 16, 2015, APS mailed a letter to Mr. [redacted] and Ms[redacted] advising them that APS had reason to believe that Mr.Hauser was residing at the residence and was benefitting from the electric service while owing an outstanding balance. APSencouraged them to contact APS to pay the balance or establish a payment arrangement. Additionally, the letter advised them that this matter needed to be resolved by December 24, 2015 to avoid interruption of service.
On December 21, 2015, Mr. [redacted] called APS and confirmed he had received the letter regarding the outstanding balance for Mr[redacted]. He stated he hired her to pay his bills for him when he is out of town, however, she did not reside with him. APS advised him that there was still reason to believe she was residing with him and continued to request her outstanding balance be paid. As there was no payment received or payment arrangement_established, APS disconnected the electric service for non- payment on December 28, 2015. Mr. [redacted] called APS to reconnect the service and stated that he would take responsibility for Ms[redacted]'s outstanding balance. In the spirit of customer service, APS extended a payment arrangement to Mr. [redacted] to pay the outstanding balance over the next seven months and reconnected the electric service that same day. I called and spoke with Mr. [redacted] on January 4, 2016 regarding his concerns. He stated that Ms[redacted] was someone he had employed to assist him with his bills and children while he travels for work. I advised him that if he can provide APS with a lease or credible documentation of where Ms[redacted] is residing then, APS can direct her outstanding balance to no longer reflect against his residence. He stated to me that he would be able to fax this to me the following day. As of today, I have not received any documentation from Mr. [redacted]. Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at [redacted]
Sincerely Traci D[redacted] APS Consumer Advocate Cc: [redacted]

I have received your letter dated February 10, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when...

any problem arises, we work hard to resolve it. My investigation found that Ms. [redacted] installed a solar photovoltaic (PV) system at her residence located at [redacted] that was activated in January 2013. On November 17, 2014, APS received a reservation application and an interconnection application from Ms. [redacted] to expand her existing PV system. Submitting a reservation application is the first step in the process of notifying APS of the future installation of a PV system or an expanded PV system. Typically, once a reservation application has been approved the customer will work with their installer to submit an interconnection application. The interconnection application is an in depth application that shows the design of the PV system and how it will interconnect to the grid in addition to other technical details pertaining to the PV system. APS recommends customers and installers not begin installing the PV system or the expanded system until the interconnection application has been approved by APS. This is in an effort to avoid installers having to make changes to an already installed PV system. APS approved Ms. [redacted] reservation application on December 22, 2014 and approved the interconnection application on January 16, 2015. However, some of the other required documents could not be approved by APS as they needed corrections. APS received the final corrected document on January 29, 2015 and approved it on January 30, 2015 allowing Ms. [redacted] expanded system to become operational. Ms. [redacted] called APS on February 7, 2015 and requested an APS technician visit the property to remove a padlock allowing her to flip on the breaker to activate her expanded PV system. An APS technician visited the property that same day and found that the required APS solar production meter was not installed and therefore, APS could not remove the padlock. Ms. [redacted] contacted APS February 9, 2015 to question why APS had not removed the padlock. It was at this time that APS realized the APS solar production meter that was installed in January 2013 had been removed by a third party. It is important to note that only APS is authorized to remove APS equipment. Therefore, APS sent a technician to Ms. [redacted] property to install an APS solar production meter later that day allowing her PV system to become operational. I called Ms. [redacted] on February 13, 2015 to discuss her concerns and left a message for her. At this time, she has not returned my call. I will be happy to discuss her concerns if she would like to contact me at ###-###-####. Again thank you for the opportunity to address Ms. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above. Sincerely,[redacted]APS Consumer Advocate

Dear Dispute Resolution Consultant: I have received your letter dated October 16, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve...

customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I have investigated Mr. [redacted]’s concerns and have found that APS received a partial customer application to install a solar photovoltaic (PV) system at his residence on June 2, 2014. The remaining documents required as part of Mr. [redacted]’s customer application were received on August 20, 2014 and approved by APS on August 25, 2014. Typically, once a customer application has been approved the customer will work with their solar installer to submit an interconnection application. The interconnection application is an in depth application that shows the design of the PV system and how it will interconnect to the grid in addition to other technical details pertaining to the PV system. APS recommends customers and installers not begin installing the PV system until the interconnection application has been approved by APS. This is in an effort to avoid installers having to make changes to an already installed PV system.     In addition to the customer application and interconnection application, APS requires other necessary documents including a city/county clearance and an installer checklist before an APS inspection can be performed on the customer’s PV system. As of October 20, 2014, APS has reviewed and approved all but one document. APS declined the installer checklist document as it was not completed correctly. APS notified Mr. [redacted]’s installer of the corrections required and as of today, the corrected installer checklist has not been received. I spoke with Mr. [redacted] on October 22, 2014 and advised him of the corrected document needed before APS can inspect his PV system and authorize it to become operational. Mr. [redacted] stated he will contact his solar installer and encourage them to submit the corrected installer checklist as soon as possible. Again, thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,  [redacted]APS Consumer Advocate   Cc:     [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is my problem, APS thinks they are not liable for a failure of APS equipment that results in my family and I powerless during any high winds and storms.  It' a shame I don't have the option to change providers due to the failed service they provide at a premium price.

Regards,

Dear Ms. [redacted]: I have received your letter dated May 11, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably...

is our goal and when any problem arises, we work hard to resolve it. APS understands that peace of mind is important to customers and that is why the Company developed the Equalizer Program. This program provides customers a convenient way to even out their energy bills so payments are approximately the same amount each month. The monthly payment amount is determined based on the average of the previous twelve electric bills, plus or minus any settle up balance. The Equalizer Program is a payment plan to be used as a budgeting tool and is not a cost savings plan. Therefore, there are requirements a customer must meet to become eligible to participate in the program. APS differs from many other businesses in that our product is consumed before it is purchased. It is important, in an effort to keep operating costs to a minimum, that payment is received as quickly as possible. Although the bill provides a past due date that is approximately ten days after the receipt, the bill is not considered delinquent until 25 days after the bill produces. As such, APS requires timely payments be made on an account in order to be eligible for the Equalizer Program. Additionally, a customer who has been disconnected for non-payment in the previous twelve months is not eligible for the program. My investigation found that Ms. [redacted] contacted APS on May 10, 2014 and inquired on participating in the Equalizer Program. APS advised Ms. [redacted] that she was not eligible to participate in the program due to her payment history and the disconnection of non-payment that occurred at her residence in October 2013. I spoke with Ms. [redacted] on May 14, 2014 and she explained to me she was hopeful to participate in the Equalizer Program to offset the high summer electric bills. Ms. [redacted] advised me she had an unexpected event take place which will cause some financial challenges for her. Therefore, she proactively contacted APS to enroll in Equalizer.  As Ms. [redacted] is not currently eligible to participate in the Equalizer Program, I took this opportunity to educate her on the benefits of not participating in the program this summer. The benefit I believe to be the most advantageous to Ms. [redacted], is the payment arrangements that will be available to her if needed. APS offers payment arrangements to customers not enrolled in the Equalizer Program if they are experiencing a hardship and need additional time to pay their electric bill. That said, I offered to review Ms. [redacted]’s APS account in September 2014 and enroll her in the Equalizer Program as long as the electric service has not been disconnected for non-payment. Ms. [redacted] was appreciative of my offer and the information I provided. Again, thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, [redacted]APS Consumer Advocate

I have received your letter dated October 22, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

 

Although I have not had an opportunity to speak directly with Mr. [redacted], I mailed a letter to [redacted] encouraging her to contact me directly to discuss her outstanding balance in an attempt to resolve this matter.

 

[redacted] contacted me on October 28, 2014 and together we established a payment arrangement on her outstanding balance. Once the outstanding balance is paid in full, APS will separate [redacted] and Suzanne’s accounts to ensure this does not occur again going forward.

Thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ([redacted]) [redacted].

 

Sincerely,

APS Consumer Advocate

aps
January 6, 2015

Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated October 26, 2015 regarding the complaint from Mr. [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. APS differs from many other businesses in that our product is consumed before it is purchased. It is important, in an effort to keep operating costs to a minimum, that payment is received as quickly as possible. Although the bill provides a past due date that is roughly 10 days after receipt, the bill is not considered delinquent until 25 days after the bill produces. Once a bill passes the 25th day without payment, we begin the collection process and late charges are assessed. If the account bills the following month with a delinquent balance still owing, a shut off notice prints on the bill. The shut off notice advises the customer that the delinquent balance must be paid by the shut off date or the service will be subject to disconnection for non-payment. This notice also encourages customers to contact APS and establish a payment arrangement if additional time is needed to pay to avoid disconnection. I have investigated Mr. [redacted] concerns and have found that he established electric service to his home located at [redacted] on March 25, 2013. On December 1, 2015, APS mailed Mr. [redacted] his December monthly bill in the amount of $335.95. The bill included a shut off notice advising him the delinquent balance of $210.67 needed to be paid by December 10, 2015 or the electricity would be disconnected for non-payment. Mr. [redacted] called APS on December 10, 2015 and established a payment arrangement to pay the delinquent balance on December 28, 2015. APS did not receive a payment as previously promised and the electric service was disconnected for non-payment on December 30, 2015. Mr. [redacted] called APS that day to have his service reconnected. APS advised him that once the delinquent balance was .
paid then his service would be reconnected. At that time, Mr. [redacted] requested that APS waive his service re-establishment charge. APS declined his request and advised him that the charge will be billed as it is a valid fee approved by the Arizona Corporation Commission. Mr. [redacted] paid the delinquent balance and his service was reconnected that same day. I called Mr. [redacted] on January 6, 2015 and left a message to please call me to further discuss his concerns. I will be happy to discuss Mr. [redacted] concerns if he would like to contact me at [redacted] Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at the telephone number listed above. Sincerely,    Traci D[redacted] APS Consumer Advocate Cc:       [redacted]

Dear Dispute Resolution Consultant: I have received your letter dated January 8, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve...

customer issues amicably is our goal and when any problem arises, we work hard to resolve it. As you may know, APS is a regulated utility and is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). Through these rules and regulations, we have established deposit guidelines that are uniform and fair to all customers. These regulations state that APS may require a customer to establish or reestablish a security deposit if the service is disconnected for non-payment. It is important to note that security deposits are returned to residential customers once the account has had 12 months of service with no more than two late payments.    I have investigated Mr. [redacted] concerns and have found that the electric service was placed solely in [redacted] name at [redacted] in [redacted] on February 26, 2011. At the time of connect, Ms. [redacted] was required to pay a security deposit in the amount of $335.00.  On November 5, 2013, a letter was mailed to Ms. [redacted] residence encouraging her to keep the account current in order to avoid the need for an additional security deposit as she had two or more delinquent payments on the account. Unfortunately, APS received another delinquent payment in December 2013. Therefore, a second letter was mailed to Ms. [redacted] residence on December 10, 2013 informing her that due to another delinquency on her account, an additional security deposit of $400.00 was required and due by December 24, 2013. Ms. [redacted] failed to pay the additional security deposit due so APS delivered a door hanger notice to her residence on December 26, 2013. The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paid. Unfortunately, no payment was received so APS disconnected the service for non-payment of the deposit on December 30, 2013. That same day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance plus payment of the security deposit was required to reconnect  theservice. However, APS offered to accept a partial payment of the delinquent balance to reconnect the service and establish a payment arrangement on the remaining delinquent balance. Ms. [redacted] paid the security deposit in full and a portion of the delinquent balance and agreed to establish a payment arrangement on the remaining balance due. APS then reconnected the electric service later that day. The following day, Ms. [redacted] filed a complaint at the Revdex.com (Revdex.com). In her correspondence to the Revdex.com, she indicated she did not receive notification of the deposit which was mailed to her on December 10, 2013. Although APS is under no obligation to confirm the letter was received, APS agreed to  apply the additional security deposit of $400.00 towards her account balance under the condition Ms. [redacted] enroll in the APS Surepay Program for a minimum of twelve consecutive months. The APS Surepay program allows customers to have their payments automatically withdrawn from their checking or savings account each month. APS also communicated to Ms. [redacted] that if she decides to de-enroll from the Surepay Program, or is removed due to a “returned check” prior to completion of twelve consecutive months, an additional deposit will then be required at that time.    Ms. [redacted] account had a returned check in May 2014 due to insufficient funds (NSF) and another returned check due to NSF in June 2014. Although Ms. [redacted] account had the two returned checks, an additional deposit was not required at that time. On October 6, 2014, Mr. [redacted] was added to Ms. [redacted] account as a joint account holder. On November 13, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their November monthly bill of $680.07. The bill included a shut off notice. The notice advised them the delinquent balance of $390.34 needed to be paid by November 24, 2014 or the electricity would be disconnected for non-payment.  On November 24, 2014, Mr. [redacted] and Ms. [redacted] established a payment arrangement to pay the delinquent balance of $396.80 on December 4, 2014. APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on November 5, 2014 confirming the payment arrangement. The letter also stated that if the payment is not received by the dates promised the electric service will be subject to disconnection without further notice. Ms. [redacted] contacted APS on December 8, 2014 and requested to revise her payment arrangement to pay the delinquent balance on December 11, 2014. APS agreed to revise the payment, however, Ms. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment on December 15, 2014. Mr. [redacted] called APS to reconnect the service on December 16, 2014 and APS required the delinquent balance of $673.61 be paid along with an additional security deposit of $405.00. Mr. [redacted] stated he could not afford to pay the deposit so APS agreed to reconnect the service with payment of the delinquent balance and established a payment arrangement on the deposit to be paid on January 2, 2015. Mr. [redacted] paid the delinquent balance and APS reconnected the service that same day.  APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on December 18, 2014 confirming the payment arrangement established on the security deposit. The letter also stated that if the payment is not received by the dates promised the electric service will be subject to disconnection without further notice. Mr. [redacted] and Ms. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment of the deposit on January 6, 2015. Mr. [redacted] contacted APS that same day to reconnect the service. APS agreed to reconnect the service without payment and established another payment arrangement on the deposit. APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on January 7, 2015 confirming the deposit payment arrangement. The letter also stated that if the payment is not received by the dates promised the electric service will be subject to disconnection without further notice. In regards to Mr. [redacted] concerns related to the meter, my investigation found that the meter providing service to their residence stopped communicating on March 31, 2014 which prevented it from providing reads to APS. Therefore, APS exchanged the meter on April 9, 2014 to prevent future estimated meter readings. On April 7, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their April monthly bill. The bill included 19 days of actual consumption and 10 days of estimated usage. The method APS used to calculate the energy was based on the actual consumption recorded by the automated meter prior to it failing. On May 5, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their May monthly bill. The bill included 23 days of actual consumption and 6 days of estimated usage. The method APS used to calculate the energy was based on the per day usage from the new meter less 3.0%.  I contacted Mr. [redacted] on January 14, 2015 and offered to discuss his concerns. Mr. [redacted] explained to me that he understands the need for a security deposit and requested to modify the payment arrangement to allow him additional time to pay. I agreed to revise the payment arrangement in the spirit of customer service. I also addressed Mr. [redacted] concerns regarding the two estimated bills he received. I advised him that he received partially estimated bills during the month of April and May 2014. I also advised Mr. [redacted] that I performed a rate comparison and confirmed they are on the most economical rate for their energy consumption. Lastly, I encouraged Mr. [redacted] to participate in APS’s Home Performance with Energy Star Program. This program helps customers determine the best ways to improve both the comfort and efficiency of their home by receiving a comprehensive whole-house assessment performed by a third party contractor. This program also educates the customer on how their home consumes energy. Mr. [redacted] stated he will consider participating in this program. Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

Dear Ms. [redacted]: I have received your letter dated April 30, 2014 regarding the complaint from Shawn [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues...

amicably is our goal and when any problem arises, we work hard to resolve it. As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service. I have investigated Mr. [redacted]’s concerns and have found that on December 10, 2013, he made a payment of $315.91 towards his APS account utilizing the APS website. Unfortunately, this payment was later returned by Mr. [redacted]’s financial institution due to insufficient funds on December 16, 2013. As a result and in accordance with APS’s approved rules, Mr. [redacted]’s APS account was billed a returned check charge. On December 17, 2013, a letter was mailed to Mr. [redacted]’s residence advising him of the returned payment and encouraging him to make a payment immediately. Additionally, the letter advised him he incurred a returned check charge and if another returned payment was received within the next 12 months then his account would be cash only for the following 12 months.  APS received a payment of $340.00 towards Mr. [redacted]’s account on December 18, 2013. On April 11, 2014, Mr. [redacted] made a payment of $155.00 towards his APS account utilizing the APS website. This payment was also returned by Mr. [redacted]’s financial institution due to insufficient funds on April 17, 2014. As this was the second returned payment on Mr. [redacted]’s account within the previous 12 months, his account was placed on a cash only status for the following 12 months. Mr. [redacted]’s account also incurred another returned check charge and a letter advising him of the returned payment was mailed to his residence on April 18, 2014. My investigation found that Mr. [redacted] knew his payment of $155.00 would return prior to APS being notified by his financial institution. Therefore, he proactively made a payment of $154.00 at a local APS office on April 16, 2014. However, because his previous payment returned the following day, APS’s database considered Mr. [redacted] to be delinquent and a shut off notice was mailed to his residence on April 18, 2014. The notice advised him his delinquent balance of $151.61 needed to be paid by April 28, 2014 or the electricity would be disconnected for non-payment. Mr. [redacted] did not respond to the shut off notice so APS disconnected the service for non-payment on April 29, 2014. Mr. [redacted] called APS on April 29, 2014 and questioned why his electricity was disconnected. APS advised him it was due to the returned payment and required his delinquent balance of $169.08 and an additional security deposit of $120.00 be paid to reconnect the service. Additionally, APS advised him his account is cash only for the following 12 months. Mr. [redacted] made the required payments and APS reconnected his service that same day as the meter providing service to his residence is an automated meter that can be remotely connected. I spoke with Mr. [redacted] on May 5, 2014 and I advised him it is clear he was being proactive by making a payment on April 16, 2014 since he knew his previous payment would return. I also questioned if he received the shut off notice mailed to him on April 18, 2014. Mr. [redacted] stated he did not receive the shut off notice. Therefore, I agreed to apply his additional security deposit of $120.00 towards his account as a credit and I removed the service re-establishment charge from his account. Additionally, I agreed to review his account in six months and remove the cash only status if timely payments are received on his account. Mr. [redacted] was appreciative of my efforts and stated he felt this was a fair resolution. Again, thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, 

[redacted]APS Consumer Advocate

I have  received your  letter dated July  28,  2016   regarding the  concerns from   [redacted] and  appreciate the  opportunity to respond. I spoke  with  [redacted] on August 5, 2016  and  she  indicated that  she  had  not  yet received the  refund check  from  APS. I apologized  to  her  for  the  delay  in  receiving the check  and hoped she may  receive the  check  over  the  weekend. Therefore, I encouraged her  to contact me  again  on August 8, 2016  if she had  still  not  received the  refund check by mail.[redacted] contacted me  on  August  8, 2016  and  stated she  had  yet to  receive the refund check. As such, I questioned her  availability to  pick  up a refund check  at  a local APS office.  [redacted] stated she  would  be  willing to  drive  to  an APS office  in  order to obtain her  refund check. Therefore, I agreed to coordinate this  with  her.On  August 10,  2016, [redacted]  [redacted] visited a local  APS office  and  obtained her  refund check  of $264.39 from  APS. Again, thank you  for  the  opportunity to address [redacted] concerns. Please feel free to  contact me  at  the  telephone number listed  above  if  you  have  any  questions or  if I may  be of further assistance.

Dear Sir or Madam,
Please see the attached letter for APS's full response.
Thank You,
Traci D[redacted]

I have received your letter dated February 4, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when...

any problem arises, we work hard to resolve it.  APS is a regulated utility and is bound by the rules and regulations set forth by the [redacted] ([redacted]). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a customer to establish an additional security deposit if the account becomes delinquent in the payment of two or more bills within a 12 month period or has disconnected for non-payment. In accordance with these rules and regulations, APS determines a residential security deposit amount based on two times the average in the previous 12 months. I have investigated Ms. [redacted]’s concerns and have found that she established electric service to her home located at [redacted] on February 26, 2011. APS required Ms. [redacted] to pay a security deposit of $335.00 to establish the service. Due to multiple delinquent payments received on Ms. [redacted]’s account, APS mailed a letter to her residence on November 5, 2013 encouraging her to keep the APS account current in order to avoid the need for an additional security deposit as the existing deposit was no longer sufficient to secure her account. APS received another delinquent payment the following month. Therefore, APS mailed a letter on December 10, 2013 informing Ms. [redacted] that due to another delinquency on her account, an additional security deposit of $400.00 was required and due on December 24, 2013. Ms. [redacted] failed to pay the additional security deposit due so APS delivered a door hanger to the residence on December 26, 2013. The door hanger notice stated APS’s intent to disconnect service for non-payment if the additional security deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment of the additional security deposit on December 30, 2013. Later that day, Ms. [redacted] paid the additional security deposit of $400.00 and APS reconnected the service. As a result of Ms. [redacted]’s complaint to the Revdex.com (Revdex.com) on December 31, 2013 regarding the additional security deposit, APS agreed to refund the additional deposit of $400.00 if she enrolled in an automatic payment plan. In January 2014, Ms. [redacted] enrolled her APS account in an automatic payment plan so APS refunded her the additional security deposit.  On June 16, 2014, Ms. [redacted]’s APS account was removed from the automatic payment plan and placed on a cash only status as multiple returned payments were received on the account. Ms. [redacted]’s electric service was disconnected for non-payment of a delinquent balance on December 15, 2014. APS required her to pay the delinquent balance of $680.07 and an additional security deposit of $405.00 to reconnect the service. Ms. [redacted] stated she was unable to pay both the delinquent balance and deposit to reconnect the service. Therefore, APS agreed to establish a payment arrangement allowing her to pay the additional security deposit of $405.00 on January 2, 2015. Ms. [redacted] paid the delinquent balance on December 16, 2014 and APS reconnected the service that same day.  Ms. [redacted] failed to pay the additional security deposit due on January 2, 2015 so APS disconnected the service for non-payment of the deposit on January 6, 2015. APS agreed to reconnect the service with an immediate payment of $200.00 towards the additional security deposit and establish a payment arrangement for the remaining deposit of $205.00 to be paid on January 15, 2015. APS received the deposit payment of $200.00 and reconnected the service that same day.  On January 14, 2015, APS agreed to modify the payment arrangement allowing Ms. [redacted] additional time to pay. APS revised the payment arrangement allowing the remaining deposit of $205.00 to be paid in two installments. The first installment of $105.00 due on January 15, 2015 and the remaining installment of $100.00 due on February 16, 2015. APS received Ms. [redacted]’s security deposit payment of $105.00 on January 20, 2015 and she is scheduled to pay the remaining deposit payment of $100.00 on February 16, 2015. I called Ms. [redacted] on February 10, 2015 to discuss her concerns and left a message for her. At this time, she has not returned my call. I will be happy to discuss her concerns if she would like to contact me at ###-###-####. Again thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above. Sincerely,[redacted]APS Consumer Advocate

January 2, 2015    Revdex.com[redacted]Phoenix, AZ [redacted]   Re:     Complaint ID No. [redacted] / [redacted]  Dear Dispute Resolution...

Consultant: I have received your letter dated December 29, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I spoke with Ms. [redacted] on January 2, 2015 and she explained to me that a gentleman by the name of [redacted] from “APS” would contact her by telephone requesting to speak with a [redacted]. Ms. [redacted] stated she found this frustrating as this individual would contact her prior to 8:00 AM at times. I asked Ms. [redacted] if this individual would provide any other information other than that he was calling on behalf of “APS”. Ms. [redacted] stated he would attempt to provide her a telephone number to contact him at but he would say the telephone number so quickly that she was unable to write it down. However, she stated she knows it was a toll free number that began with [redacted].  I advised Ms. [redacted] that I investigated her telephone number and found that it is not associated with any of our customers. Furthermore, I explained to her that APS does not have a toll free number that begins with [redacted]. Therefore, I stated my belief that the individual calling her is not affiliated with Arizona Public Service (APS) and may be with another company that utilizes the acronym “APS”. I encouraged Ms. [redacted] to ask additional questions should that individual contact her again to determine which company he is calling on behalf of.   Again, thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]