Arizona Public Service

tracy is hiding information from the Revdex.com

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.

Attached is a Divorce Decree dated 3/31/14, removing my responsibility of all [redacted] current and future debt.  [redacted] moved to her own place of residence located at [redacted], under her sole APS Account Number [redacted].  My place of residence is [redacted], which is tied to APS Account Number [redacted].  The amount of $345.40 was for services received at [redacted].  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 [redacted].  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 [redacted] debt.  Ths divorce decree also awarded me the place of residence of [redacted].  [redacted] 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 $345.40 from my APS Account [redacted] which is stricly for services delivered to [redacted].  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,

Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated August 13, 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 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 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 Mr. [redacted] concerns and have found that on August 3, 2015, he called APS to establish electric service in his name at [redacted] in [redacted]. APS advised Mr. [redacted] that in order to establish the electric service in his name, a security deposit in the amount of $265.00 was required along with payment of his outstanding balance from a previous residence. Mr. [redacted] visited an APS Office and satisfied the outstanding balance as well as the security deposit. Contrary to Mr. [redacted] complaint, APS did not require these payments to be made in cash. As requested, the electric service was connected at Mr. [redacted] residence on August 3, 2015. APS then received a call from Mr. [redacted] the following day requesting to disconnect the electric service and for his security deposit to be refunded to him immediately. APS disconnected the electric service in Mr. [redacted] name on August 4, 2015 and applied his security deposit towards the final bill. APS then issued a request to have a refund check mailed to Mr. [redacted] which is the standard practice for closed accounts. Mr. [redacted] contacted APS several times to check the status of his refund check. APS advised Mr. [redacted] that the refund check in the amount of $249.04 was mailed to him on August 10, 2015. Mr. [redacted] returned my call and spoke with my colleague, [redacted], on August 18, 2015 to discuss his concerns. Mr. [redacted] advised her that he has yet to receive the refund check. My colleague reviewed Mr. [redacted] concerns and in the spirit of customer service, agreed to adjust off the service establishment charge from his account and arranged for Mr. [redacted] to pick up his refund check in the amount of $277.05 in an APS Office. Mr. [redacted] was appreciative of APS’s offer and pleased to hear that he could pick up the refund check in an office immediately. 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]

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 take the delinquency off my credit report, not just state it as paid in full but complete removal and, if it does, will consider this complaint resolved.

Regards,

December 19, 2013

 

 

 

Revdex.com

 

 

Attn:  [redacted]     

 

Re:     Complaint...

ID No. [redacted] / [redacted]

 

 

Dear Ms. [redacted]:

 

I have received your letter dated December 13, 2013 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]’s concerns regarding the activation of his solar photovoltaic (PV) system. My investigation found that APS received a reservation application from Mr. [redacted] in August 2013 to install a PV system at his residence and to participate in APS’s Renewable Energy Incentive Program. APS approved Mr. [redacted]’s reservation application shortly after it was received. Typically, once a reservation 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 hold off on installing a 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.

 

APS received Mr. [redacted]’s interconnection application on November 8, 2013. APS approved the interconnection application on December 4, 2013, however, Mr. [redacted]’s installer notified APS of a revision made to the interconnection application on December 11, 2013. It can take up to three weeks for APS to perform an inspection of a PV system, though APS works hard to perform these prior to the three week timeframe if possible.

 

  

I spoke with Mr. [redacted] on December 19, 2013 and advised him of the scheduled APS inspection for later that afternoon. I advised him that once the PV system has passed the APS inspection, it may be activated immediately allowing him to reduce the home’s load from APS by consuming its own generated electricity. Mr. [redacted] was happy to hear the APS inspection would take place later that day.

 

Sincerely,

 

 

 

APS Consumer Advocate

 

 

 

Cc:     [redacted]

[redacted]  [redacted]

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,

I have read aps response and in reading it no we never received any door hanger notice,and hello from the hard working self employed American family going through some hard business times.I just want to say now in the end aps you get your money yes .So your guidelines with your customers is garbage were all individuals in different situations and to have the first people you speak with for understanding tell you no when your doing everything you can for your family,I hope you guys don't continue this and I did appreciate the call back would have been nice if you would have clarified you were with aps when I received the call was under the impression I was speaking with the Revdex.com again.

[redacted] P.s. after being transferred the lady I spoke with  who helped me with my arrangement thank you sincerely .The [redacted] family

I have received your letter dated July 2, 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.

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 on September 30, 2013, [redacted], a joint account holder with Mr. [redacted], made a payment of $242.17 towards the APS account utilizing the APS website. Unfortunately, this payment was later returned by her financial institution due to insufficient funds on October 4, 2013. As a result and in accordance with APS's approved rules, Mr. [redacted] and Ms. [redacted]'s APS account was billed a returned check charge.

On October 5, 2013, a letter was mailed to Mr. [redacted] and Ms. [redacted]'s residence advising them of the returned payment and encouraging them to make a payment immediately. Additionally, the letter advised them they incurred a returned  check charge and if another returned payment was received within the next 12 months then the account would be cash only for the following 12 months.

APS received a payment of $275.00 towards Mr. [redacted] and Ms. [redacted]'s account on October 8, 2013.0n October 21, 2013, a payment of $207.52 was made towards the APS account utilizing the APS website. This payment was returned by Mr. [redacted] Ms. [redacted]'s financial institution due to insufficient funds on October 25, 2013. As this was the second returned payment on the account within the previous 12 months, the account was placed on a cash only status for the following 12 months . Mr. [redacted] Ms. [redacted]'s account also incurred another returned check charge  and  a  letter  advising them of the returned payment was mailed to their residence on October 26, 2013.

On October 28, 2013, Ms. [redacted] contacted APS regarding the account being placed on a cash only status. Ms. [redacted] provided APS an explanation as to why her payment was returned and asked that the cash only status be lifted from her account. In the spirit of customer service, APS agreed to remove the cash only status and advised Ms. [redacted] if another returned payment was received within the next 12 months then her account would be cash only for the following 12 months.

On June 23, 2014, APS received a payment of $196.52 towards the account. This payment was returned by Mr. [redacted] and Ms. [redacted]'s financial institution due to insufficient funds on June 27, 2014. As this was the third returned payment on the account within the previous 12 months, the account was placed on a cash only status for the following 12 months. the account also incurred another returned check charge and a letter advising them of the returned payment was mailed to their residence on June 28, 2014.

On July 1, 2014, Ms. [redacted] contacted APS to discuss the cash only status on the account. Ms. [redacted] indicated the payment was returned by her financial institution in error. APS explained to her that if the returned check on her account was at the fault of her bank, then she would need to obtain a written document from her financial institution indicating so and then the cash only status could be removed from  the account.

I contacted Mr. [redacted] on July 2, 2014 to discuss his concerns and left a message. I will be happy to discuss Mr. [redacted]'s concerns if he would like to contact me at [redacted]

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 the telephone number listed above.

Dear Sir or Madam:

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I have received your letter dated March 10, 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.

 

I have investigated [redacted]’ concerns and have found that [redacted] established electric service solely in her name at [redacted] in [redacted] on January 27, 2014. The service remained on in Ms. [redacted]’ name until February 2, 2015 when she requested to disconnect the service. APS mailed Ms. [redacted] a final bill in the amount of $225.56 on February 2, 2015.

 

On February 23, 2015, APS received a payment of $200.00 towards Ms. [redacted]’ account which left a remaining balance owing of $25.56. The following day, APS received a payment of $225.56 towards Ms. [redacted]’ account which left a credit balance of $200.00 on the account. The payments of $200.00 and $225.56 were made with a credit card/debit card through APS’s vendor, [redacted]. 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 phone. Therefore, APS uses an automated phone system (IVR) to process these payments through a third party vendor.

 

Ms. [redacted] called APS on February 24, 2015 and requested to receive a refund check for the overpayment made to her account in the amount of $200.00. APS explained to Ms. [redacted] the processing time to issue a refund check and advised her the refund check of $200.00 would be issued within 15 business days.

 

 

I spoke with Ms. [redacted] on March 13, 2015 and explained to her that the refund check is ready to be issued. In an effort to expedite her receiving the check, I advised her that she can pick up the refund check at a local APS office. Ms. [redacted] stated she would like to pick up the refund check rather than waiting to receive it in the mail. Therefore, I provided her the address of the local APS office. Ms. [redacted] was pleased to her that she could pick up the refund check immediately.

 

Again, thank you for the opportunity to address Mr. and 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,

 

 

 

APS Consumer Advocate

 

 

 

Cc:     [redacted]

The worst customer service ever. We opening a new account- a deposit was due. I paid half the deposit and was told the other half was due 11/9. When creating an account and logging in to pay the other half- my account showed nothing owed. I then called- once I got to the make a payment - it also told me no payment was due. I also received nothing in the mail at this point either. I then waited on hold for 30 minutes to make sure- Don't want the power to get turned off.... Amanda confirmed that no payment was due---- Sorry I told her the wrong name- it was a deposit that was due and once I explained she was able to see that on my account. My problems are: A. never received anything in the mail B. was not told that I could not simply log in to the account to make the payment on the other half of the deposit. C. Customer service is not good- they didn't explain anything to me. If I had a choose for another energy company in my area ---I would not be ASP's customer. And to top it off- It said it was a late payment.... HAHAHA what a joke of a company.

Dear Sir or Madam:
As I was unable to provide my complete response via this application due to the character limit, I sent a copy of my complete response to the following email: [email protected] and have mailed a copy to Mr....

[redacted] through the U.S. Postal Service.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

Dear Sir or Madam,
APS has responded to Complaint No. 11023778 by sending an email to the address of: [email protected]. Due to recent updates to your online application, APS's response exceeds the 2,000 character limit allowed.
I...

have also mailed a copy of APS's response to Mr. Mike B[redacted] 
Sincerely,
Traci D[redacted]
APS Consumer Advocate

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

Sr.[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,

Khiry T[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.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 power. again I have a total of 8 person in my home and the sole provider.

Regards,

I have returned the call from Ms. D[redacted] on 4/13/2016. Unfortunately, while speaking to her on my lunch...

break, I was interrupted with a work call and told her I would return her call. I did return the call shortly thereafter, however, was forced to leave a message as no one answered. I left my name and phone number in the message, and also explained that unless APS was willing to refund the charge above my normal bill, I would not want to be bothered with explanations. I did not receive a call back from Ms. D[redacted] as of the close of business on 4/13/16, and have not received any refund as of that time.

Dear Sir or Madam:
I apologize for any confusion in regards to my response to Mr. Eades complaint.  
As I was unable to provide my complete response via this application on January 6, 2016 due to the...

character limit, I sent a copy of my complete response to Mr. Eades through the U.S. Postal Service.    
 
Thank you for the opportunity to address Mr. Eades concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at (602) 250-2280.
 
Sincerely, 
Traci Dean
APS Consumer Advocate

Dear Sir or Madam:

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I have attached a copy of APS’s response to

[redacted]s concerns for your review.

Please let me know if you have any

questions.

Thank you,

Elizabeth M[redacted]

APS Consumer Advocate Sr.

I have emailed APS's response to the following email address of [email protected] as our response could not be submitted through this feature due to the character limit threshold....

Please feel free to contact me is you have any questions [redacted]
Sincerely,
Traci D[redacted]
APS Consumer Advocate

November 5, 2014

 

Attn:  Dispute Resolution Consultant

 

Re:     Complaint ID No. [redacted] / [redacted]

 

 

Dear Dispute Resolution Consultant:

 

I have received your...

letter dated October 30, 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.

 

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the [redacted] ([redacted]). 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. [redacted] made a payment of $308.76 towards his APS account utilizing the Company’s website. The payment in the amount of $308.76 was returned by his financial institution due to insufficient funds on October 27, 2014. As a result and in accordance with APS’s approved rules, Mr. [redacted]’s account was billed a returned check charge.

 

I contacted [redacted] on October 30, 2014 to discuss his concerns. Mr. [redacted] 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 APS. Mr. [redacted] stated that had APS submitted the payment of $308.76 to his financial institution, the payment would have cleared his bank account as he had sufficient funds available. In 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. [redacted] provided me documentation supporting the sufficient funds in his account. Therefore, I contacted Mr. [redacted] on October 31, 2014 and I advised him I removed the returned check charge from his APS account. Mr. [redacted] was appreciative to have the charge removed from his account.

 

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,

APS Consumer Advocate