Arizona Public Service

June 23, 2015   Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585  Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted]  Dear...

Sir or Madam: I have received your letter dated June 18, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. At [redacted], 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 June 13, 2015, two payments of $175.00 each were submitted via the [redacted] website towards Mr. [redacted] account. As June 13, 2015 was a Saturday, the two payments posted to Mr. [redacted] account on Monday the 15th.  On June 17, 2015, Mr. [redacted] daughter contacted [redacted] and stated she was calling on behalf of her father due to the duplicate payment that was debited from their bank account. Mr. [redacted] daughter requested [redacted] electronically refund the additional payment of $175.00 directly into their bank account. [redacted] did not provide her any of her father’s account information as she is not listed on the [redacted] account as a joint account holder. However, [redacted] advised her that an electronic refund could not be made but that a refund check could be issued and mailed to her father. Mr. [redacted] daughter responded by stating she will contact their bank and have them not authorize the second payment. On June 22, 2015, [redacted] received a notification from Mr. [redacted] financial institution stating that the bank did not authorize one of the payments in the amount of $175.00. I called Mr. [redacted] on June 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 his concerns if he would like to contact me 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,   [redacted]APS Consumer Advocate   Cc:     [redacted]

Dear Sir or Madam:
Again, thank you

for the opportunity to address Mr. B[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,
Traci D[redacted]
APS Consumer

Advocate

I have received your letter dated October 7, 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 found an individual by the name of [redacted] contacted APS on June 16, 2014 and requested to connect electric service in his name at [redacted] in Phoenix. APS performed a credit check and advised Mr. [redacted] a deposit was not required. APS connected electric service in Mr. [redacted]’s name on June 18, 2014 and the service remained on in his name until the previous customer advised APS the electric service was removed from his name in error. Therefore, APS placed the electric service back into the previous customer’s name and mailed Mr. [redacted] a final bill in the amount of $29.15. Unfortunately, the final bill was returned to APS from the post office. However, the final bill was paid in full on October 7, 2014. At APS, we do not wish to affect our customers’ good credit rating unjustly. I have contacted [redacted], [redacted], [redacted] and [redacted] and have asked them to update their records by removing the APS entry from Mr. [redacted]’s credit report. Please keep in mind it typically takes 60 to 90 days to reflect this change. In the meantime, Mr. [redacted] can use this letter as proof to all lenders the APS entry on his credit report is being removed.  I called Mr. [redacted] on October 7, 2014 to discuss his concerns and left a message. If Mr. [redacted] has any questions he may contact me directly at ###-###-####. 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 at the telephone number listed above. Sincerely,[redacted]APS Rate & Regulatory Advisor

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] ([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]

The "civil matter" route has already been taken. I have been legally indemnified from this debt. How and when it gets paid is no longer my problem or my concern, therefore, it should not be reported on my credit. Please review the legal document page 9 line 20 specifying that I am no longer liable, page 13 which was stamped by Honorable Chuck W[redacted], Judge of the Superior Court and page 14 in which I have signed, Matthew Patterson has signed and my attorney has signed as notary. Please excuse the extra blank pages, you will find per the page numbers that the full document is there.I would like to point out that you continue to state that we are both liable, however, this debt is only listed on my credit. I understand that you are following your policy, but a legal document relieving someone of a debt signed by both parties on the account should override that. It makes no sense to any reasonable person to continue to place this on my credit report when it is clear that it is Matthew Patterson's responsibility and not mine. It is not my job to harass him about paying HIS bill. I don't have the power to dictate when he pays HIS bill so it is also unfair to report an open derogatory account when I have no control over this. By the way, he promptly defaulted on a subsequent account that he opened with you. You are doing no one justice here. Future creditors should be aware that he is responsible for a debt that he didn't pay.

APS Sucks!!! They are thiefs and [redacted] there customers over. My September bill I used $87.91in electricity. My bill after all the misc fees was $174.11 Double. I called for some answers to why my fees are more then my usage. My answer I received were allowed to charge you all of these fees. What a answer.

May 21, 2014

 

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

 

Attn:  Alexandria Mosley

 

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

 

Dear Ms. Mosley:

 

I have received your most recent letter dated May 16, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

 

I was troubled to read that Ms. [redacted] felt her concerns were not fully addressed. At APS, we do not take customer concerns lightly especially when it comes to the health of our customers and we value Ms. [redacted]’s feedback.  

 

I have continued to investigate Ms. [redacted]’s concerns with the health impacts of automated meters and found wireless automated meters produce much smaller levels of radio frequency (RF) than many existing common household electronic appliances, such as cell phones, baby monitors, and microwave ovens. Significant research on the thermal effects of radio frequency has been done over the last 30 years and the World Health Organization (WHO) has concluded that no known adverse health effects can be attributed to low level radio frequency.

 

In regards to Ms. [redacted]’s concern with APS’s proposal in front of the Arizona Corporation Commission, the ACC has not ruled on the issue so in the interim APS is happy to comply with a customer’s request not to have an automated meter installed on their home at no cost to the customer. However, the decision to decline the installation of an automated meter is currently an option available to all APS customers and is also a personal choice. Therefore, APS must hear directly from the customer of record when choosing to decline the installation of an automated meter installed at their home.

 

That said, I would like to commend Ms. [redacted] for her efficient electric usage as her home uses very little energy.

 

Ms. [redacted] is a valued customer and we appreciate her business. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####.

 

Sincerely,

 

APS Sr. 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.

I am not satisfied with the company's response,  I have been billed for so called "meter readings and checks" and yet the company refuses to check the meter. The company has charged me for numerous miscellaneous charges which should not be alloed. I do not understand how any company has the right to charge for billing me. Furthermore since filling my complaint with the Revdex.com I have been harassed by Ms. [redacted] and and in the process of filing a charge against APS for the harassment and will obtain a restraining order against the employee if she contacts me again. This company is a disgrace and a bunch of thieves. 

Regards,

I have received your letter dated August 4, 2015 regarding the concerns from Mike [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 rules and regulations set forth by the Arizona Corporation Commission (ACC). Through these rules and regulations, we haveestablished security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit prior to the customerestablishing electric service.I have investigated Mr. [redacted]' concerns and have found that he established electric service solely in his name at [redacted] in Phoenix on July 13, 2015. APS required a security deposit of $190.00 be paid prior to connection of service. Although it is not our practice to make payment arrangements on security deposits, APS agreed to accept an initial payment of $95.00 to establish electric service to the residence and advised Mr. [redacted] the remaining deposit will be required in approximately two weeks. APS advised him that a letter would be mailed to confirm the due date of the remaining deposit. On July 13, 2015, APS mailed Mr. [redacted] a letter advising him the remaining deposit was due on July 27, 2015.Mr. [redacted] failed to pay the remaining security deposit due so APS delivered a door hanger to the residence on July 29, 2015. The door hanger notice stated APS's intent to disconnect service for non-payment if the remaining security deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment on August 3, 2015. Mr. [redacted] paid the remaining security deposit of $95.00 on August 3, 2015 and APS reconnected the service on that same day.As a result of Mr. [redacted]' compliant to the Revdex.com (Revdex.com) on August 4, 2015 regarding the electric service being disconnected for non-payment, I spoke with Mr. [redacted] on August 7, 2015 to discuss his concerns. Mr. [redacted] provided verbal permission for me to speak with his wife, [redacted], regarding their concerns. Mrs. [redacted] advised me that she was under the impression her husband had paid the deposit in full at the time he requested electric service. I explained to her that it was not a practice of APS to accept a partial payment on the deposit however, it was agreed with the understanding that the remaining deposit would be paid in two weeks of the initial payment. I advised Mrs. [redacted] that APS mailed a letter on July 13, 2015 confirming the deposit amount owing as well as the due date to avoid an interruption of service. Mrs. [redacted] advised me she was unaware Mr. [redacted] had made a partial payment and would discuss the circumstances surrounding the event with him. Mrs. [redacted] advised me has no further concerns with APS and was appreciative of the information I provided. 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 ###-###-####

September 1, 2015
    Revdex.com[redacted]

   Attn:  Dispute Resolution...

Consultant Re:     Complaint ID No. [redacted] / [redacted]   Dear Sir or Madam: I have received your letter dated August 25, 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 [redacted] concerns and have found that she and [redacted] jointly established electric service at [redacted] on September 26, 2014. [redacted] and [redacted] are enrolled in APS’s Autopay Program. Autopay is an online option for customer to have their payments automatically withdrawn from their checking or savings account each month. On July 21, 2015, APS mailed [redacted] and [redacted] their July monthly bill in the amount of $200.33 due on August 3, 2015. Therefore, an Autopay payment was automatically scheduled to be deducted from [redacted] and [redacted] bank account on August 3, 2015.   The scheduled Autopay payment of $200.33 was canceled per [redacted] and [redacted] request and a confirmation email was sent to them on July 22, 2015 confirming the cancelled payment. On August 5, 2015, [redacted] and [redacted] submitted an online request to cancel their service on August 10, 2015.APS disconnected the electric service for [redacted] and [redacted] on August 10, 2015 as requested. Additionally, APS mailed their final bill in the amount of $238.96 to the forwarding address of [redacted]. [redacted] in [redacted] on August 10, 2015.  On August 11, 2015, APS emailed [redacted] and [redacted] their final bill amount of $238.96 was ready to view and would be withdrawn from Autopay on August 21, 2015. APS also notified [redacted] and [redacted] that Autopay would be closed after the final payment is withdrawn. The email also notified the customers that any scheduled or pending payments prior to the removal from Autopay would still remain active. The notification suggested  they log into their online APS account to modify or delete any pending payments if needed. [redacted] called APS on August 25, 2015 to discuss her concerns regarding the final payment of $238.96 being withdrawn from her checking account. [redacted] stated she canceled the Autopay and the final payment should not have been withdrawn. APS explained to [redacted] that on August 11, 2015, APS notified her that the final payment would still be withdrawn from her checking account on August 21, 2015. [redacted] asked if APS could reverse the payment because it may overdraw her bank account. APS advised [redacted] since the payment has already posted to the account there is not an option to cancel or reverse the payment. I called [redacted] on August 31, 2015 to discuss her concerns and left a message. 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 [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   Cc:     Helen Morris

Qaps
January 5, 2016 Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 Re: Complaint ID No. [redacted] Dear Sir or Madam: I have received your letter dated December 29, 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 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 he called APS and requested electric service to be established in his name at [redacted] in [redacted]n November 12, 2015. At the time of connect, Mr. [redacted] was required to pay a security deposit in the amount of $250.00. APS later agreed to accept an upfront payment of $125.00 to place the service in his name and established a payment arrangement on the remaining deposit amount of $125.00. APS performed an internal investigation and found that a prior customer who owed an outstanding balance was believed to be residing at the property and benefitting from the service. APS had reason to believe this as this customer contacted APS to establish service in their name at the property referenced above prior to Mr. [redacted]. Once the customer was informed that their delinquent balance would need to be paid to establish the service, they stated they would have their friend establish the service in their name and disconnected the call. Shortly after, Mr. [redacted] called APS to establish the service. Therefore, APS mailed a letter to the residence on November 20, 2015 requesting that the outstanding balance be paid or a payment arrangement  established by December 8, 2015 or the electricity would be disconnected for non-payment. No response or payment was received so APS disconnected the service for non-payment on December 10, 2015.
  I called Mr. [redacted] on December 30, 2015 and left a message to please call me to discuss his concerns. As of today, he has not returned my call. 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 at the telephone number listed above.
Sincerely, Traci D[redacted] APS Consumer Advocate Cc: Mr. [redacted]

I have received your letter dated February 23, 2015 regarding the complaint from [redacted] 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 12 month period as is the case with Mr. [redacted]. I contacted Mr. [redacted] on February 20, 2015 and offered to discuss his concerns. Mr. [redacted] advised me that he had already paid the security deposit and was not interested in speaking with me and disconnected the call. Mr. [redacted] did not allow me an opportunity to discuss his concerns.   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 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,

Attn:  Dispute  Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam:  I have received your letter dated July 17, 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]’s concerns and have found that she established electric service solely in her name at [redacted] in [redacted] on May 24, 2013. On August 30, 2013, Ms. [redacted] provided APS permission to add [redacted], her mother, to her account as a joint account holder. APS documented her account with this information and advised her that her mother would need to contact APS and request to be added to her account.  APS received a call from [redacted] on September 3, 2013 requesting to be added to her daughter’s APS account as a joint account holder. APS mailed [redacted] and [redacted] a letter on September 6, 2013 confirming that [redacted] was added to the account as a joint account holder. The letter explained to them that adding [redacted] to the account makes them both equally responsible for the amount of the current and future APS bills.   On June 26, 2014, [redacted] called APS and requested to have the electric service at their residence disconnected on June 30, 2014. I had the opportunity to review the telephone call between [redacted] and APS and found that she advised APS to mail the final bill to the same address of [redacted] in [redacted]. As requested, APS mailed [redacted] and [redacted]‘s final bill on June 30, 2015 in the amount of $230.15 to the address on Paradise Lane in [redacted].  [redacted] called APS on July 11, 2015 to cancel the Surepay Program and stated that she will make a payment of $230.15 on August 15, 2014. The Surepay Program is an option for customers to have their payments automatically withdrawn from their checking or savings account each month. In July 2014, APS received a notification from the US Postal Service to update the mailing address for [redacted] and [redacted] to [redacted] in [redacted].  On July 16, 2014 and on August 14, 2014, APS mailed a letter to [redacted] and her mother to the mailing address in Prescott Valley to remind them of the unpaid final balance. The letter encouraged them to pay the final balance to avoid future collection activity. The outstanding balance remained unpaid and was reported to the credit bureaus as such.  On December 11, 2014, APS received a call from [redacted] questioning the unpaid balance as it was listed on her credit report. Ms. [redacted] advised APS she did not receive any correspondence or a final bill from APS and it was her belief that the account was paid in full as she was under the assumption it was still on Surepay. Ms. [redacted] explained to APS that her mother passed away unexpectedly at the end of July and requested APS remove the entry from her credit report. APS agreed to send a request to remove the entry from her credit report once the outstanding balance was paid in full. Ms. [redacted] agreed and made the payment of $230.15 that same day. APS issued a letter on December 11, 2014 to notify the credit bureaus that the amount was paid in full.  I called Ms. [redacted] on July 23, 2015 to discuss her concerns and left a message for her to return my call. At this time, she has not contacted me. Although I have not spoken with her, I will ensure that the entry is removed from her credit report as agreed upon in December 2014.  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 ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

aps
January 15, 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 January 11, 2016 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 Mr. [redacted]'s concerns and have found that he established electric service to his home located at 14970 W. Riviera Drive in Surprise on August 6, 2013. APS required  Mr.  [redacted] to pay a security deposit in the amount of $390.00 to establish  the service.  The  service  remained  on  in  his  name  until  he  requested  to disconnect the service on November 30, 2015. At the time of disconnect, Mr. [redacted] owed a balance of $106.89, APS applied his deposit towards his final balance and issued a refund check to him in the amount of $243.92. APS mailed a refund check to the forwarding mailing address provided by Mr. [redacted]. On Devember 14, 2015, Mr. [redacted] called APS and stated he had not received his refund check. APS advised him that the refund check was mailed to him on December 4, 2015. APS offered to void this check and send a new refund check but that would have a waiting period of ten days to ensure the first check was not cashed. Mr. [redacted] accepted APS's offer.
APS mailed the new refund check to Mr. [redacted] on December 17, 2015 in the amount of $243.92. APS records indicate that the check was cashed on December 30, 2015. I called Mr. [redacted] on January 12, 2015 and left a message asking him to please call me regarding his concerns. At this time, he has not returned my call. I will be happy to discuss his concerns if he would like to contact me directly at (602) 250-2280. Again, thank you for the opportunity to address Mr. [redacted]'s concerns. Should have 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, Traci D[redacted] APS Consumer Advocate
Cc:
Mr. [redacted]

I have received your letter dated July 22, 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 he established electric service at [redacted] on October 18, 2013. Mr. [redacted] paid a security deposit of $300.00 prior to connection of service. The service remained on in Mr. [redacted]’s name until he requested the service be disconnected on June 2, 2014. The security deposit applied towards the final balance and a credit of $161.86 remained on Mr. [redacted]’s account. A refund check in the amount of $161.86 was mailed to Mr. [redacted]’s forwarding mailing address of [redacted] on June 26, 2014. Mr. [redacted] called APS on July 7, 2014 and requested another refund check be issued as he had not received the original check mailed to him. APS agreed to reissue another refund check to Mr. [redacted]. The second refund check was mailed to Mr. [redacted]’s forwarding address on July 11, 2014. I spoke with Mr. [redacted] on July 28, 2014 and he advised me he had received the refund check from APS a few days prior. Mr. [redacted] was happy to have received the refund check but stated he was not pleased with the level of customer service he received from APS.  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

Dear Sir or Madam:
 
Please see the attached full response from APS.
 
Thank You,
 
Traci D[redacted]
APS Consumer Advocate

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

Regards,

July 1, 2014

 

 

 

Revdex.com

 

 

Attn:  [redacted]

 

/>

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

 

 

Dear Ms. [redacted]:

 

I have received your letter dated June 24, 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 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 will either print on the bill or be mailed separately to the residence. 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]’s concerns and have found that APS mailed him his March monthly bill of $287.47 on March 25, 2014. The bill included a shut off notice. The notice advised him the delinquent balance of $139.14 needed to be paid by April 3, 2014 or the electricity would be disconnected for non-payment. Mr. [redacted] called APS on April 8, 2014 and established a payment arrangement to pay the [redacted]ount balance of $287.47 on April 11, 2014. APS mailed an APS Credit Agreement letter to Mr. [redacted]’s residence on April 09, 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.

 

APS received a payment in the amount of $198.00 towards Mr. [redacted]’s account on April 14, 2014. As this was only a partial payment, Mr. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment on April 28, 2014.

 

Mr. [redacted] called APS to reconnect the service on April 28, 2014 and APS required the delinquent balance of $89.47 be paid along with a security deposit of $425.00. Mr. [redacted] stated he could not afford to pay the deposit in its entirety so APS agreed to reconnect the service with payment of the delinquent balance and a partial payment of $140.00 towards the deposit. Mr. [redacted] requested the electric service be reconnected that same day and agreed to pay the same day fee.

 

APS is a regulated utility and is bound by the rules and regulations approved by the [redacted] ([redacted]). 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. 

 

The evening of April 28, 2014, APS mailed a deposit statement to Mr. [redacted]’s residence requiring the additional security deposit of $287.00 (Mr. [redacted] paid $138.00 towards the deposit earlier that day not $140.00) be paid by May 12, 2014. This letter stated that the service will be subject to disconnection if the deposit of $287.00 is not paid by May 12, 2014. No response or payment was received so APS disconnected the service for non-payment of the deposit on May 15, 2014.

 

Mr. [redacted] called APS on May 15, 2014 to reconnect the service and APS required a payment of $150.00 be made towards the account balance and agreed to establish a payment arrangement on the security deposit. Mr. [redacted] agreed to pay the remaining deposit of $287.00 in two installments. The first installment of $145.00 due on June 13, 2014 and the final installment of $142.00 due on July 18, 2014. Mr. [redacted] once again requested the service be reconnected that same day and agreed to the same day fee.

 

On May 17, 2014, an APS Credit Agreement letter was mailed to Mr. [redacted]’s residence 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] failed to pay the deposit installment of $145.00 due on June 13, 2014 and his service was subject to disconnection on June 27, 2014. I have placed a temporary collection hold on Mr. [redacted]’s account to allow me the opportunity to speak with him. I called Mr. [redacted] on June 30, 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 (602) 250-2280. The collection activity will resume on Mr. [redacted]’s account if I do not hear from him by July 7, 2014.  

 

My investigation found that Mr. [redacted]’s account is on a cash only status until January 24, 2015 as a result of a payment in October 2013 and a payment in January 2014 returning from his financial institution due to insufficient funds. Therefore, Mr. [redacted] does not have the capability of paying his account on the APS website.

 

Additionally, APS records indicate multiple applications have been mailed to Mr. [redacted]’s residence to participate in APS’s [redacted] and APS’s [redacted]. The APS [redacted] offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. The [redacted] is an outage preparation and notification program for customers with a medical condition requiring the use of electric medical equipment. The intent of the program is to provide information to assist the customer in making back up plans in the event of an outage. Applications for both of these programs can be obtained from the APS website.     

 

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 at the telephone number listed above.

 

Sincerely,

 

 

 

APS Consumer Advocate

 

 

 

Cc:     [redacted]

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]