Arizona Public Service

Review: I am a single mother who was recently laid off from work in December 2014 due to the company closing. I have been struggling to pay all of my bills but have done so despite my circumstances. This past month I received a notice from APS stating that because of the late payments on my APS account an additional $335 deposit will be required in order to keep my services. I contacted APS customer service and spoke with a rep and a supervisor advising them of my issue and pleaded to be released from this penalty. I advised that I am already struggling as a single parent, I make the necessary arraignments via their system and now that I am no longer working and additional fee does not help my situation. After much failed discussion I was told the only option was to pay in full or make the payments in installments. Since I had no other options, I agreed to installments with the first payment due on 2/27/15. Today is 3/5/15 and I have missed my first payment and my lights are now off. I contacted APS again and made the same plea but to no avail. I have now the choice between making a full payment or feeding my family. Not to mention and additional $75 fee to have my lights turned on the same day.Desired Settlement: I believe this practice is unethical. I am a tax paying, law abiding citizen of this country and a single mother of a child with asthma and I am doing the best I can. Because of my previous level of income I don't qualify for much assistance so I am making do with what little I have. I have no problem paying the bills that I create however I take issue with the extorted practices that APS has given that they are the only electrical company within my area. Because they have no competition they are allowed to create unethical rules for consumers. This company makes much more each year than I ever will. I simply want my money back, no more no less.

Business

Response:

I have received your letter dated March 6, 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 had to resolve it. APS is a regulated utility and is bound by the rules and regulations set forth by the [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. In accordance with these rules and regulations, APS determines a residential security deposit amount based on two times the average bill in the previous 12 months. I have investigated Ms. [redacted] concerns and have found that she established electric service at [redacted] in [redacted] on September 3, 2014. On November 5, 2014, a letter was mailed to Ms. [redacted] 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 months. Unfortunately, APS received another delinquent payment in February 2015. Therefore, a letter was mailed on February 10, 2015 informing Ms. [redacted] that due to another delinquency on her account, a security deposit of $335.00 was required and due on February 24, 2015. Ms. [redacted] contacted APS on February 13, 2015 and established a payment arrangement on the security deposit. APS agreed to allow Ms. [redacted] to pay the deposit of $335.00 in three installments, the first two installments of $115.00 due on the 27th of February and March and the final installment of $105.00 due on April 27, 2015. An APS Credit Agreement letter was mailed to Ms. [redacted] residence on February 14, 2015 confirming the payment arrangement. The 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. [redacted] did not make the promised security deposit payment of $115.00 due on February 27, 2015 nor did she contact APS to discuss the payment. Therefore, APS disconnected the service for non-payment of the deposit on March 5, 2015. Ms. [redacted] 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 deposit. APS offered to reconnect the service with an upfront deposit payment of $115.00 and reestablish the payment arrangement on the remaining deposit balance. Ms. [redacted] opted to pay the security deposit in full and agreed to the same day fee of $75.00 to have the service reconnected that same day. Ms. [redacted] made an immediate deposit payment of $335.00 and APS physically visited her residence to reconnect the service that same day. I spoke with Ms. [redacted] on March 11, 2015 and explained APS’s deposit guidelines to her. I encouraged her to continue contacting APS to establish payment arrangements if she needs additional time to pay to avoid a disconnection for non-payment. APS understands the challenges customers face in difficult times and therefore, APS establishes payment arrangements with customers. Additionally, 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. [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]

Consumer

Response:

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 did speak with someone from APS who provided the same level of explanation of APA policies I'd received prior to my complaint. She did not address my request for a refund of the deposit and reconnection fees nor offer additional insight on how best to proceed. I am in no better position now than when I began. I don't see how a resolution was achieved.

Regards,

Business

Response:

I have received your letter dated March 19, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. As you know, APS is a regulated utility and follows the rules and regulations approved by the [redacted]). 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 calculated. However, 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 12 consecutive months of service with no more than two late payments or after they terminate all services with APS. During my conversation with Ms. [redacted] on March 11, 2015, I explained to her that APS will refund her the security deposit once the account has had 12 months of service with no more than two late payments. Additionally, APS will refund her the interest accrued on the security deposit. APS is unable to refund Ms. [redacted]’s security deposit until her account meets the eligibility requirements. While I understand this is not the answer Ms. [redacted] had hoped for, it is important that APS comply with its rules and regulations. 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

Review: I just moved into my apartment, and am required to pay a 200 dollar deposit. I set up payment arrangements with APS, and proceeded to make my first payment. I asked the gentleman when my next payment was due he told be February 17th. I get home from work Wednesday the 29th and my electric was shut off. I called APS and they advised me that I missed my scheduled payment. I told the guy that my payment wasn't due yet. He told me it was set up for January 21st, and since they hadn't received it yet that's why my electric was off. I asked him to pull the phone conversation, and listen to it. In the mean time they are charging me over 100 dollars to turn my power on that night. I have two small children of course I need my power on. He also told me that because I sounded so upset that I knew about the payment on the 21st and just refused to pay it! I lost over 150 dollars worth of groceries that night, and still didn't get my power turned back on until around 10PM. When I called back that same night a different rep told me that by looking at my account, I was correct in my payment dates. I don't appreciate the complete rudeness I received. [redacted] called me back today (the rude one) told me that they pulled the phone call, and I was told January 17th was my next payment date. I know for a fact that is incorrect, when I asked him if I could listen to the phone call he scrambled around. I am asking APS for a complete refund for the groceries I lost, and that fee of 100 dollars to be waived. I also want to know why I have a bill due every two weeks. I cant get answers from anyone, and when I call in no one can give me consistent information.Desired Settlement: I want a complete refund of the groceries I lost, and the same day fees to be waive. I also want a transcript of every phone conversation I've had, and also someone needs to explain to me why I have a bill due every two weeks.

Business

Response:

I have received your letter dated February 5, 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 Ms. [redacted] concerns and found she contacted APS in December 2013 and requested to connect electric service at her home in Phoenix. APS advised Ms. [redacted] that a deposit of $205.00 was required prior to connection of service. APS agreed to establish a payment arrangement with Ms. [redacted] to pay a portion of the deposit up front. Ms. [redacted] paid the first installment of $75.00 on December 30, 2014 and requested to connect the electric service on January 2, 2014. Unfortunately, payment of the next installment of $75.00 which was due on January 21, 2014 was not received. Therefore, Ms. [redacted] electric service was disconnected for non-payment of the deposit on January 29, 2014. APS agreed to establish a new payment arrangement on the deposit and reconnected the electric service that same day. APS reconnected the electric service that same day but failed to advise Ms. [redacted] that she would need to reset the main breaker. Therefore, APS agreed to credit her account the same day fee of $75.00 plus tax. That said, I spoke with Ms. [redacted] today and agreed to refund the deposit by applying it to her account with the condition the account remain current each month. APS may require a deposit in the future if the account becomes delinquent in the payment of two or more bills within a twelve month period. Again, thank you for the opportunity to address Ms. [redacted] concerns. If you have any questions or if I may be of further assistance, please feel free to contact me at ###-###-####. Sincerely,[redacted]APS Sr. Consumer Advocate