Arizona Public Service

I have received your letter dated March 19, regarding the complaint from *** *** and appreciate the opportunity to respond. As you know, APS is a regulated utility and follows the rules and regulations approved by the *** *** *** (***)In my initial response, I explained APS’s security deposit guidelines pertaining to a customer having to establish a deposit when their account becomes delinquent and how residential deposits are calculatedHowever, my response failed to provide information explaining when residential security deposits are refunded to customers. In accordance with APS’s rules and regulations, residential security deposits are returned to customers after consecutive months of service with no more than two late payments or after they terminate all services with APS During my conversation with Ms*** on March 11, 2015, I explained to her that APS will refund her the security deposit once the account has had months of service with no more than two late paymentsAdditionally, APS will refund her the interest accrued on the security deposit APS is unable to refund Ms***’s security deposit until her account meets the eligibility requirementsWhile I understand this is not the answer Ms*** had hoped for, it is important that APS comply with its rules and regulations Thank you for the opportunity to address Ms***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate

November 5,
Attn: Dispute Resolution Consultant
Re: Complaint ID No*** / *** ***
Dear Dispute Resolution Consultant:
I have received your letter dated October 30, regarding the complaint from
*** *** and appreciate the opportunity to respond
At APS, we care about our customers and we value our relationship with themBeing 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 *** *** *** (***)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
My investigation found that on October 22, 2014, Mr*** made a payment of $towards his APS account utilizing the Company’s websiteThe payment in the amount of $was returned by his financial institution due to insufficient funds on October 27, As a result and in accordance with APS’s approved rules, Mr***’s account was billed a returned check charge
I contacted *** *** on October 30, to discuss his concernsMr*** explained to me that he spoke with his financial institution on multiple occasions and they advised him they did not have record of the request for payment from APSMr*** stated that had APS submitted the payment of $to his financial institution, the payment would have cleared his bank account as he had sufficient funds availableIn the spirit of customer service, I offered to remove the returned check charge if he provided credible documentation reflecting that the funds were available at the time he submitted his payment on the APS website
Later that day, Mr*** provided me documentation supporting the sufficient funds in his accountTherefore, I contacted Mr*** on October 31, and I advised him I removed the returned check charge from his APS accountMr*** was appreciative to have the charge removed from his account
Again, thank you for the opportunity to address Mr***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####
Sincerely,
*** ***
APS Consumer Advocate

Attn: Dispute Resolution Consultant Re: Complaint ID No*** / *** *** Dear Dispute Resolution Consultant: I have received your letter dated January 8, regarding the complaint from *** *** and appreciate the opportunity to
respond. At APS, we care about our customers and we value our relationship with themBeing 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. My investigation found that Ms*** made a payment of $on December 4, and on December 15, towards her APS AccountShe made an additional payment of $on December 29, Ms*** makes her payments by using either the APS automated phone system (IVR) or the APS websiteTherefore, Ms*** manually enters her payment information into the APS IVR or website Ms*** December payment in the amount of $was returned by her financial institution due to an invalid bank account number on January 2, As a result and in accordance with APS’s approved rules, Ms*** account was billed a returned check charge On January 2, 2015, Ms*** made a payment of $towards her account utilizing the APS website Ms*** contacted APS on January 3, and spoke with a supervisor to dispute the returned check and returned check chargeMs*** indicated her bank did not have record of APS attempting to withdrawal the payment of $from her bank accountAPS explained to her that her bank account does not reflect an attempt by APS because the bank account number she entered was inputted incorrectlyTherefore, her financial institution returned the payment and assessed a charge to APS which was passed on to her accountIn the spirit of customer service, the APS supervisor agreed to remove the returned check charge from Ms*** account. I contacted *** *** on January 13, to discuss her concernsI provided Ms*** an overview of the payments made on her accountMs*** then became very distraught and stated she feels APS is mishandling her funds which is the reason she contacted the *** *** ***I advised her I conducted a thorough investigation and found that her payments have been applied correctly towards her accountI offered to provide her with a statement of her account history which displays a breakdown of the payments and charges on her accountShe declined my offer and stated she did not want to speak with me any further Again, thank you for the opportunity to address Ms*** concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate Cc: *** ***

I have received your letter dated September 12, regarding the complaint from *** *** and appreciate the opportunity to respond
At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any
problem arises, we work hard to resolve it
I have investigated Mr***’s concerns regarding the power outages he has experienced at his home located at *** ** *** *** ** *** in the previous two monthsI found that all of the power outages Mr*** experienced in the past two months were due to inclement weather such as stormsAPS makes every effort to provide continuous electrical service to our customersHowever, it is not always possible as elements beyond our control have a direct relationship in affecting electrical service
While APS realizes the inconvenience our customers endure during power outages, APS’s approved rules and regulations, known as Service Schedule 1, Terms and Conditions for Standard Offer and Direct Access Services Section states, “Company shall not be liable to the Customer for any damages occasioned by Load Serving ESP’s equipment or failure to perform, fluctuations, interruptions or curtailment of electric service, except where due to Company’s willful misconduct or gross negligence.”
I called Mr*** on September 19, to discuss his concerns and left a messageI will be happy to discuss Mr***’s concerns if he would like to contact me directly at (602) 250-
Again, thank you for the opportunity to address Mr***’s concernsShould 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

I have received your letter dated February 17, regarding the concerns from *** *** and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with themBeing 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 is bound by the rules and regulations set forth by the *** *** *** (***)Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customersThese regulations state that APS may require a customer to establish or re-establish a security deposit if the account becomes delinquent in the payment of two or more bills within a month periodIt is important to note that residential security deposits are calculated based on two times the average bill in the previous months. I have investigated Mr***’s concerns and have found that he established electric service at *** ** *** *** ** *** on June 10, On September 23, 2014, a letter was mailed to Mr***’s residence encouraging him to keep the APS account current in order to avoid the need for a security deposit as he had two delinquent payments in the previous four monthsUnfortunately, APS received another delinquent payment in January Therefore, a letter was mailed on January 27, informing Mr*** that due to another delinquency on his account, a security deposit of $was required and due on February 10, 2015. Mr*** failed to pay the security deposit so APS delivered a door hanger notice to the residence on February 13, The door hanger stated APS’s intent to disconnect the service for non-payment if the security deposit was not immediately paidOnce again, no response or payment was received so APS disconnected the service for non-payment of the security deposit on February 17, Later that day, Mr*** paid the security deposit of $to reconnect the serviceAPS reconnected the service to Mr***’s residence that same day.I called Mr*** on February 20, and offered to discuss his concernsMr*** stated that he did not want to speak with me and disconnected the call. Again, thank you for the opportunity to address Mr***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,*** ***APS Consumer Advocate

I have received your letter dated March 6, regarding the complaint from *** *** and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem
arises, we work had to resolve it. APS is a regulated utility and is bound by the rules and regulations set forth by the *** *** *** (***)Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customersThese 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 month periodIn accordance with these rules and regulations, APS determines a residential security deposit amount based on two times the average bill in the previous months. I have investigated Ms*** concerns and have found that she established electric service at *** ** *** *** *** *** in *** on September 3, On November 5, 2014, a letter was mailed to Ms*** 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 two monthsUnfortunately, APS received another delinquent payment in February Therefore, a letter was mailed on February 10, informing Ms*** that due to another delinquency on her account, a security deposit of $was required and due on February 24, 2015. Ms*** contacted APS on February 13, and established a payment arrangement on the security depositAPS agreed to allow Ms*** to pay the deposit of $in three installments, the first two installments of $due on the 27th of February and March and the final installment of $due on April 27, An APS Credit Agreement letter was mailed to Ms*** residence on February 14, confirming the payment arrangementThe letter also stated that if payment is not received by the dates promised the electric service will be subject to disconnection without further notice.Ms*** did not make the promised security deposit payment of $due on February 27, nor did she contact APS to discuss the paymentTherefore, APS disconnected the service for non-payment of the deposit on March 5, Ms*** called APS to question why she did not have electric service and APS explained to her that the service was disconnected for non-payment of the security depositAPS offered to reconnect the service with an upfront deposit payment of $and reestablish the payment arrangement on the remaining deposit balanceMs*** opted to pay the security deposit in full and agreed to the same day fee of $to have the service reconnected that same day. Ms*** made an immediate deposit payment of $and APS physically visited her residence to reconnect the service that same day. I spoke with Ms*** on March 11, and explained APS’s deposit guidelines to herI encouraged her to continue contacting APS to establish payment arrangements if she needs additional time to pay to avoid a disconnection for non-paymentAPS understands the challenges customers face in difficult times and therefore, APS establishes payment arrangements with customersAdditionally, I advised her that it is imperative she contact APS if she is unable to make a payment by the promised due date to allow APS an opportunity to further assist her and avoid a disconnection for non-payment. Again, thank you for the opportunity to address Ms*** concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate Cc: *** ***

I have received your letter dated February 23, regarding the complaint from *** *** and appreciate the opportunity to respond. As mentioned in my first response, APS may require a customer to pay a security deposit if the customer becomes delinquent in the payment of two or more bills within a month period as is the case with Mr***. I contacted Mr*** on February 20, and offered to discuss his concernsMr*** advised me that he had already paid the security deposit and was not interested in speaking with me and disconnected the callMr*** did not allow me an opportunity to discuss his concerns. Thank you for the opportunity to address Mr***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,*** ***APS Consumer Advocate

Re: Complaint ID No*** / *** *** Dear Sir or Madam: I have received your letter dated March 20, regarding the concerns from *** *** 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 customersThese regulations state that APS may require a security deposit from a customer to establish an additional service in their name based on their payment historyAdditionally and in accordance with our rules and regulations, residential security deposits are returned to customers after consecutive months of service with no more than two late payments or after they terminate all services with APS. I have investigated Ms***’ concerns and have found that she established electric service to her home located at *** ** *** *** *** in *** *** on November 1, In January 2010, APS required Ms*** to pay a security deposit in the amount of $to establish an additional service located at *** ** *** *** in ***Ms*** had the electric service on *** *** in her name for two weeks while the property was in between tenantsIn June 2010, APS required Ms*** to pay another security deposit of $to establish the service on *** Drive in her name againThe electric service was in her name for two weeks while the property was once again in between tenants. On March 20, 2015, Ms*** contacted APS via email to inquire on when her account would be eligible to have the security deposit returned to herAPS responded to Ms*** that same day and explained to her the eligibility requirements to have the security deposit refunded to herThe security deposit had not been returned to Ms*** based on the payment history on the account for her home in *** ***.I spoke with Ms*** on March 26, and advised her that I had an opportunity to thoroughly review her accountBased on my investigation, I offered to return her security deposit of $as this deposit was paid to establish the service at her rental propertyAdditionally, I offered to return the deposit as Ms*** participates in APS’s Energy Support ProgramThe APS Energy Support Program offers APS customers who meet income requirements up to a 65% discount on their monthly electric billMs*** was appreciative of my offer. Again, thank you for the opportunity to address Ms***’ concernsShould have you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate Cc: *** ***

Dear Dispute Resolution Consultant: I have received your letter dated January 8, regarding the complaint from *** *** and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with themBeing 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 customersThese regulations state that APS may require a customer to establish or reestablish a security deposit if the service is disconnected for non-paymentIt is important to note that security deposits are returned to residential customers once the account has had months of service with no more than two late payments. I have investigated Mr*** concerns and have found that the electric service was placed solely in *** *** name at *** ** *** *** in *** on February 26, At the time of connect, Ms*** was required to pay a security deposit in the amount of $ On November 5, 2013, a letter was mailed to Ms*** 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 accountUnfortunately, APS received another delinquent payment in December Therefore, a second letter was mailed to Ms*** residence on December 10, informing her that due to another delinquency on her account, an additional security deposit of $was required and due by December 24, 2013. Ms*** failed to pay the additional security deposit due so APS delivered a door hanger notice to her residence on December 26, The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paidUnfortunately, no payment was received so APS disconnected the service for non-payment of the deposit on December 30, That same day, Ms*** 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 theserviceHowever, APS offered to accept a partial payment of the delinquent balance to reconnect the service and establish a payment arrangement on the remaining delinquent balanceMs*** paid the security deposit in full and a portion of the delinquent balance and agreed to establish a payment arrangement on the remaining balance dueAPS then reconnected the electric service later that day. The following day, Ms*** 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, Although APS is under no obligation to confirm the letter was received, APS agreed to apply the additional security deposit of $towards her account balance under the condition Ms*** 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*** 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*** account had a returned check in May due to insufficient funds (NSF) and another returned check due to NSF in June Although Ms*** account had the two returned checks, an additional deposit was not required at that time. On October 6, 2014, Mr*** was added to Ms*** account as a joint account holder. On November 13, 2014, APS mailed Mr*** and Ms*** their November monthly bill of $The bill included a shut off noticeThe notice advised them the delinquent balance of $needed to be paid by November 24, or the electricity would be disconnected for non-payment On November 24, 2014, Mr*** and Ms*** established a payment arrangement to pay the delinquent balance of $on December 4, APS mailed an APS Credit Agreement letter to Mr*** and Ms*** residence on November 5, confirming the payment arrangementThe 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*** contacted APS on December 8, and requested to revise her payment arrangement to pay the delinquent balance on December 11, APS agreed to revise the payment, however, Ms*** failed to honor the payment arrangement and the service was disconnected for non-payment on December 15, 2014. Mr*** called APS to reconnect the service on December 16, and APS required the delinquent balance of $be paid along with an additional security deposit of $Mr*** 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, Mr*** paid the delinquent balance and APS reconnected the service that same day APS mailed an APS Credit Agreement letter to Mr*** and Ms*** residence on December 18, confirming the payment arrangement established on the security depositThe 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*** and Ms*** failed to honor the payment arrangement and the service was disconnected for non-payment of the deposit on January 6, Mr*** contacted APS that same day to reconnect the serviceAPS agreed to reconnect the service without payment and established another payment arrangement on the depositAPS mailed an APS Credit Agreement letter to Mr*** and Ms*** residence on January 7, confirming the deposit payment arrangementThe 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*** concerns related to the meter, my investigation found that the meter providing service to their residence stopped communicating on March 31, which prevented it from providing reads to APSTherefore, APS exchanged the meter on April 9, to prevent future estimated meter readings. On April 7, 2014, APS mailed Mr*** and Ms*** their April monthly billThe bill included days of actual consumption and days of estimated usageThe 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*** and Ms*** their May monthly billThe bill included days of actual consumption and days of estimated usageThe method APS used to calculate the energy was based on the per day usage from the new meter less 3.0% I contacted Mr*** on January 14, and offered to discuss his concernsMr*** 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 payI agreed to revise the payment arrangement in the spirit of customer serviceI also addressed Mr*** concerns regarding the two estimated bills he receivedI advised him that he received partially estimated bills during the month of April and May I also advised Mr*** that I performed a rate comparison and confirmed they are on the most economical rate for their energy consumption. Lastly, I encouraged Mr*** to participate in APS’s Home Performance with Energy Star ProgramThis 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 contractorThis program also educates the customer on how their home consumes energyMr*** stated he will consider participating in this program. Again, thank you for the opportunity to address Mr*** concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate Cc: *** ***

Dear Sir or Madam: I have received your letter dated February 17, regarding the concerns from *** *** and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal
and when any problem arises, we work hard to resolve it. I have investigated Mr*** concerns and have found that he established electric service at *** ** *** *** *** *** in *** on August 22, On August 8, 2014, APS received an online request from Mr*** to establish service at *** ** *** *** *** ***As requested, APS established the service in Mr*** name that same day and sent him an email confirming the electric service in *** *** had been placed in his name. On August 18, 2014, APS removed the service at *** *** from Mr*** name as a new customer had placed the electric service in their nameAPS mailed Mr*** a final bill in the amount of $on August 18, 2014. Mr*** contacted APS beginning in September to dispute the energy charges for *** *** beyond August 8, APS researched Mr*** account and found that he did not contact APS by telephone or online to request the service at *** *** be disconnectedTherefore, APS advised Mr*** that he was responsible for the energy charges at *** *** until August 18, when the service was taken out of his name. I called Mr*** on February 20, to discuss his concerns and left a message for himAt this time, he has not returned my callI will be happy to discuss his concerns if he would like to contact me at ###-###-####. Again, thank you for the opportunity to address Mr*** concernsShould 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: *** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Dear Sir or Madam:
I have received your letter dated March 10, regarding the complaint from *** *** and appreciate the opportunity to respond
At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues
amicably is our goal and when any problem arises, we work hard to resolve it
I have investigated *** ***’ concerns and have found that *** *** established electric service solely in her name at *** ** *** *** in *** on January 27, The service remained on in Ms***’ name until February 2, when she requested to disconnect the serviceAPS mailed Ms*** a final bill in the amount of $on February 2,
On February 23, 2015, APS received a payment of $towards Ms***’ account which left a remaining balance owing of $The following day, APS received a payment of $towards Ms***’ account which left a credit balance of $on the accountThe payments of $and $were made with a credit card/debit card through APS’s vendor, ***Due to stringent consumer protection regulations and potential liability issues, representatives of APS are not permitted to obtain, process, or assist with processing customer banking or credit card information over the phoneTherefore, APS uses an automated phone system (IVR) to process these payments through a third party vendor
Ms*** called APS on February 24, and requested to receive a refund check for the overpayment made to her account in the amount of $APS explained to Ms*** the processing time to issue a refund check and advised her the refund check of $would be issued within business days
I spoke with Ms*** on March 13, and explained to her that the refund check is ready to be issuedIn an effort to expedite her receiving the check, I advised her that she can pick up the refund check at a local APS officeMs*** stated she would like to pick up the refund check rather than waiting to receive it in the mailTherefore, I provided her the address of the local APS officeMs*** was pleased to her that she could pick up the refund check immediately
Again, thank you for the opportunity to address Mrand Ms***’ concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####
Sincerely,
*** ***
APS Consumer Advocate
Cc: *** ***

Dear Sir or Madam: I have received your letter dated February 17, regarding the concerns from *** *** and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our
goal and when any problem arises, we work hard to resolve it. I have investigated *** *** concerns and have found that she established electric service at WMission Lane in Waddell in February 13, My investigation found that over the past several months, APS has agreed to work with Ms*** by establishing very generous payment arrangements allowing her additional time to pay on her account Most recently on January 26, 2015, APS established a payment arrangement with Ms*** allowing her until July 6, to pay the account balance of $ Additionally, APS is actively assisting Ms*** by working with local agencies to help her get approval for financial assistance with her electric bill. I called Ms*** on February 20, to discuss her concerns and left a message for herAt this time, she has not returned my callI will be happy to discuss her concerns if she would like to contact me at ###-###-####. Again, thank you for the opportunity to address Ms*** concernsShould 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: *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is a Divorce Decree dated 3/31/14, removing my responsibility of all *** current and future debt. *** moved to her own place of residence located at *** ** *** *** *** *** ***, under her sole APS Account Number ***. My place of residence is *** ** *** *** *** *** ***, which is tied to APS Account Number ***. The amount of $was for services received at *** * *** *** *** *** ***. These services were also received after 3/31/14, due on or around 7/28/14. I did not receive these services at my place of residence under APS Account Number ***. I should not be billed or held accountable for services not received, especially considering they were not delivered to my place of residence. I could understand being responsible if these services were delivered to my place of residence but this is not the case. I've provided a copy of the divorce decree to serve as a legal document removing me from responsibility of *** debt. Ths divorce decree also awarded me the place of residence of *** ** *** *** *** *** ***. *** is not a joint owner of this place of residence, so her fees should not be transferred to my solely owned place of residence or account tied to it. I've had discussions with my former wife and she agrees that I should not be responsible for the $345.40 and is willing to make payment arrangements with APS. I would like APS to remove the $from my APS Account *** which is stricly for services delivered to *** ** *** *** *** *** ***. I have always been a faithful customer of APS and have always paid for services delivered to my place of residence. It is unfair and unethical for APS to pursue me for someone else's services that were delivered outside of my place of responsibility
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 forced to come up with money via loans to turn the power on as we had purchased food and medication that was going bad because of no poweragain I have a total of person in my home and the sole provider
Regards,
*** ***

I have received your most recent letter dated October 7, regarding the complaint for *** *** and appreciate the opportunity to respond
As you may know, APS is a regulated utility and is bound by the rules approved by the *** *** *** (***)These rules, known as Service Schedule “Terms and Conditions for Standard Offer and Direct access Services” state that when an error is found to exist in the billing rendered to the customer, APS may correct the error and recover or refund the difference between the original billing and the correct billingIn accordance with this rule, APS corrected an error which caused Mr*** to receive bills for energy consumption recorded by a neighboring meter in August and issued him a corrected bill on September 11, The corrected bill included rebilled charges from August through August and resulted in additional charges totaling $
APS understands the inconvenience a customer endures when receiving a corrected bill such as Mr*** has and therefore, APS provides customers an equal length of time (number of months) to pay the rebilled chargesAlthough the error in Mr***’s billing began at the time he established the service in November 2011, APS only corrected his billing for the prior months and is providing him months to pay the rebilled chargesAPS has placed a collection hold on Mr***’s account allowing him until September 29, to pay the balance of $
At Mr***’s request, I contacted him twice on October 1, to discuss his concerns and each time I received a fax toneTherefore, I was unable to speak with him or leave a messageI successfully contacted Mr*** on October 13, and discussed his concernsMr*** requested APS honor the original bills sent to him and not hold him responsible for the rebilled chargesHe stated his belief that because the original bills listed his name and the correct address on them that APS cannot revise these bills due to an APS errorI attempted to explain to Mr*** that APS can make corrections to bills when an error is discoveredAPS has an obligation to bill a customer for their actual energy consumption, including correctly billing a customer for their actual consumption when an error is found that caused them not to receive a bill for their actual energy consumption.
Thank you again for the opportunity to address Mr***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at (***) ***-***
Sincerely,
*** ***
APS Consumer Advocate

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

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Lyssette R[redacted] concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 
Elizabeth
M[redacted]
APS
Consumer Advocate...

Sr.
602-250-[redacted] Revdex.com1010 E. Missouri AvenuePhoenix, AZ 85014-4585Attn:    Conciliation & Engagement  SpecialistRe:     Complaint ID No. [redacted] I Lyssette R[redacted]Dear Sir or Madam:I have received  your  letter  dated  July 25, 2016  regarding  the complaint  from  LyssetteR[redacted] and appreciate  the opportunity torespond.At APS, we care about  our  customers  and we value  our relationship  with  them.  Being ableto resolve customer  issues amicably  is our goal and when any problem  arises, we work hard to resolveit.I have   investigated  Ms.  R[redacted]'s   concerns   regarding   the   activation  of   her   solar
photovoltaic  (PV)system  and 
found  that  APS has not  yet  received  a solar  application
from her or her installer. Submitting a solar application  is the first step in the process of notifying APS of the  future  installation of a PV system.  Typically,  the  solar application
will  consist  of  a customer  application  containing   the  customer's  information and  the installer  application  which  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 solar application has been approved  by APS. This is in an effort  to avoid installers  having  to make changes to an already installed  PV system.My investigation found that  although  a solar  application  had not  been received  on Ms.
R[redacted]'s behalf, APS received  the city  clearance  directly  from  the  municipality on July 21, 2016. The city clearance indicates that the municipality inspected and approved Ms.R[redacted]'s installed PV system.I spoke  with  Ms. R[redacted]on July  26, 2016  and  she confirmed  that  her  solar  installer,
[redacted], had installed  her  PV system  several  weeks prior.  I advised  Ms. R[redacted]that APS would  be happy  to  review  her  solar  application  and  allow  her  to  active  her  PV
system, however, APS would need to receive her solar application  first.  Ms. R[redacted]was surprised  to hear that  APS had not  yet  received  her solar application  as she assumed her  solar  installer  had  already  submitted it. I encouraged  Ms. R[redacted]  to  contact  her installer  and recommend  that  they assist her in submitting the solar application  as soon as possible.  Ms. R[redacted]was thankful  for the information I provided  and committed  to contact her solar installer. Again, thank  you  for  the  opportunity to  address  Ms. R[redacted]'s  concerns.  Should  you have any questions  or if Imay  be of further assistance, please feel free to contact  me directly  at (602)  250-[redacted].

October 29, 2015
 
 
 
Revdex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
Attn:  Dispute Resolution Consultant
 
Re:     Complaint ID No. [redacted] / Byron...

F[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated October 26, 2015 regarding the complaint from Bryon F[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. F[redacted]’s concerns regarding the activation of his solar
photovoltaic (PV) system. My investigation found that APS received a customer
application and installer application to install a PV system at Mr. F[redacted]’s residence
on July 8, 2015. Submitting a customer application is the first step in the
process of notifying APS of the future installation of a PV system. Typically,
once the customer application has been approved the customer will then work
with their installer to submit an installer application. The installer
application is an in depth application that shows the design of the PV system
and how it will interconnect to the grid in additional to their technical
details pertaining to the PV system. APS recommends customers and installers
not begin installing the PV system until the installer 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 found that
Mr. F[redacted]’s solar installer ([redacted]) installed the PV system prior to the
time APS received the customer and installer application as APS received the clearance
from the municipality on June 25, 2015. The clearance indicates that the
municipality inspected and approved Mr. F[redacted]’s installed PV system.
 
APS approved Mr.
F[redacted]’s solar application in its entirety on September 17, 2015.
Unfortunately, APS did not install the appropriate meters at Mr. Finely
residence allowing him to activate his PV system until October 26, 2015.
 
I spoke with Mr.
F[redacted] on October 29, 2015 and apologized for the delay in installing the
appropriate meters at his residence. I advised him that APS will make the appropriate
monetary adjustment towards his account as if his PV system had been activated
on September 17, 2015. I committed to Mr. F[redacted] that I would reach out to him
again once APS had determined the amount of the monetary adjustment.
 
Again, thank you
for the opportunity to address Mr. F[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].
 
Sincerely,
 
 
 
Elizabeth M[redacted]
APS Consumer Advocate
Sr.
 
 
 
Cc:     Byron F[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