Arizona Public Service

October 29, 2015Revdex.com

Attn:  Dispute Resolution Consultant

Re:     Complaint ID No....

[redacted] / Danielle

F[redacted]

Dear Sir or

Madam:

I have received

your letter dated October 26, 2015 regarding the concerns from Danielle 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 Ms. F[redacted]’s concerns and have found that she established

electric service at [redacted] on January 31, 2013.

The service remained on in Ms. F[redacted]’s name until May 16, 2014 when she

requested to disconnect the service and a final balance of $192.47 was left on

the account.

On June 3, 2014

and on July 3, 2014, APS mailed a letter to Ms. F[redacted] encouraging her to pay

the final balance of $192.47 to prevent further collection activity. Both

letters mailed to Ms. F[redacted] advised her that non-payment of the final balance

would result in notification to the credit bureaus. Unfortunately, the letters

along with the final bill mailed Ms. F[redacted] were returned by the [redacted] As the final balance remained unpaid, APS appropriately reported the

delinquency to the credit bureaus.

I spoke with Ms.

F[redacted] on October 29, 2015 and she advised me that she recently paid her

outstanding balance of $192.47 in full. She explained to me that it was an

oversight on her part that she failed to pay her final bill. I advised Ms. F[redacted]

that my investigation found that the final bill along with the letters mailed

to her regarding her unpaid final balance were all returned by the US Postal

Service. Therefore, I agreed to remove the APS entry from her credit report

once APS received her payment. Ms. F[redacted] was happy to hear this.

At APS, we do not wish to affect our

customers’ credit rating unjustly and we do not wish to be punitive in our

credit bureau reporting.

Again, thank you for the opportunity to

address Ms. 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 ###-###-####.

Sincerely,

Elizabeth M[redacted]

APS Consumer Advocate Sr.Cc:     Danielle

F[redacted]

I'm unable to hear on the phone please let APS know if they want to contact me they need to email or text message me. I've told them this before over and over and over. Like I saidI've already contacted the [redacted] disability's department and filed a complaint over there as well. However, any communication must be thru email or text messaging only, thank you[redacted]

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] ([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

I have received your letter dated December 14, 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. 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, APS begins 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 Ms. [redacted]’s concerns and found that she established electric service at [redacted] in Phoenix on June 17, 2013. On November 15, 2013, Ms. [redacted] submitted a request via the APS website to connect service at [redacted]. APS responded to Ms. [redacted] via email advising her the delinquent balance on her account would need to be paid prior to connecting service at a new address. Later that day, Ms. [redacted] contacted APS to disconnect the service at her current residence on November 18, 2013 and confirm her request to connect service at her new residence. APS scheduled the disconnect as requested and advised Ms. [redacted] the service could not be connected in her name at her new residence until her delinquent balance is paid. Additionally, APS explained to Ms. [redacted] that if the delinquent balance is not paid prior to November 18, 2013 her security deposit of $250.00 would apply towards her final bill and a new security deposit would be required to establish service at her new residence. On November 18, 2013, APS disconnected the service as requested and applied the security deposit towards the account balance. A final bill was issued in the amount of $187.76, which included a past due balance of $105.62. The following day, Ms. [redacted] called APS to connect the service at her new residence. APS required a security deposit of $145.00 be paid prior to connecting the service. Ms. [redacted] paid the required deposit and APS connected the service the following day. On December 3, 2013, APS mailed a shut off notice to Ms. [redacted]’s new residence. The notice advised her the delinquent balance of $105.62 needed to be paid by December 12, 2013 or the electricity would be disconnected for non-payment. No response or payment was received so APS delivered a door hanger notice to the residence on December 13, 2013. Ms. [redacted] called APS and questioned why she received the door hanger notice. APS advised Ms. [redacted] of the delinquent balance on her account. APS offered to establish a payment arrangement allowing her until January 2, 2014 to make a payment and Ms. [redacted] declined the offer. APS received a payment of $108.00 towards Ms. [redacted]’s account on December 17, 2013. As of today, Ms. [redacted]’s service is no longer in danger of being disconnected for non-payment. I called Ms. [redacted] on December 19, 2013 to discuss her concerns and left a message for her. I will be happy to discuss Ms. [redacted]’s 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

Dear Sir or Madam:
Due to the recent change in the application and character limit, APS's full response is attached and submitted through U.S. mail.
Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions...

of if I ,ay be of further assistance, please feel free to contact me directly. 
Sincerely,
 
Traci D[redacted]
APS Consumer Advocate

[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 and I honestly say that they told us different information then what they put on this complaint. They only issued a check immediately after we filed this complaint THEY DID NOT TELL US 10 DAYS to reissue a check but 30,hence the complaint in the first place. Thank you Revdex.com for lighting a fire under aps to do what they should have in the first place! Case closed.

 Btw [redacted] is a female name not male??

Regards,

Chavaun Scott

APS is a horrible company. But I guess they can get away with it since you don't get to choose what power company you can use. They charge an outrageous amount in fees. Fees, fees, fees. I am paying more money in fees then I am paying for the actual electricity. Why are they able to get away with this? Customer account charge? Metering Fee?

Meter reading Fee? I'll read my own meter and tell you what it says? Billing Fee? Four-Corners adjustment Fee? I could go on... Why is a company allowed to gauge every penny they can out of their customers? And my only solution is to move?

November 4, 2015

RevDex.com

4428 N. 12th

Street

Phoenix, AZ

85014-4585

Re: Complaint ID

No. [redacted] / [redacted]

Dear Sir or

Madam:

I have received

your letter dated November 2, 2015 regarding the complaint from [redacted]

and appreciate the opportunity to respond.

As a result of

my original response to Mr. [redacted] complaint, I received correspondence

directly from him via the US Postal Service. Therefore and per his request, I

will communicate directly with him in writing to further address his concerns.

Thank you for

the opportunity to address Mr. [redacted] concerns.

Sincerely,

APS Consumer

Advocate

Cc:     [redacted]

Attn:   Dispute Resolution ConsultantRe:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated July 31, 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. 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 have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit prior to the customer establishing electric service. I have investigated Ms. [redacted] concerns and have found that Ms. [redacted] established electric service solely in her name at [redacted] in Phoenix on July 10, 2015. APS required a security deposit of $205.00 be paid prior to connection of service. Although it is not our practice to make payment arrangements on security deposits, APS established a made payment arrangement with Ms. [redacted] on July 9, 2015. APS agreed to accept an initial payment of $67.00 to establish electric service to the residence and split the remaining deposit into two monthly installments. A letter confirming the payment arrangement was mailed to Ms. [redacted] residence on July 15, 2015.  The payment arrangement was not kept and the electric service was disconnected for non- payment on July 29, 2015 leaving an account balance of $200.29 in addition to the $138.00 remaining deposit. APS agreed to reconnect service for the payment of the security deposit. The electric service was reconnected that same day upon Ms. [redacted] request. I spoke with Ms. [redacted] on August 5, 2015 and discussed her concerns. She expressed her belief that APS was not willing to work with her in regards to her security deposit. She also expressed her belief that she should not have to pay a service establishment charge if she has to pay a security deposit. I explained to Ms. [redacted] that APS established a payment arrangement on the deposit to assist her in establishing her electric service although it is not a practice to do as such. I further explained that the service establishment charge will be assessed each time APS is requested to establish, reconnect or re-establish electric service to the customer’s residence. Ms. [redacted] went on to question the cost of the July 20, 2015 and July 29, 2015 bill. I explained to Ms. [redacted] that the July 20, 2015 bill her from her for the energy consumption from the day of connect, which included her service establishment charge. The final bill that produced on July 29, 2015 was generated due to the electric service being disconnected for non-payment of the deposit. I reviewed Ms. [redacted] rate with her and provided her some additional tips to assist her in reducing her monthly bills. I also took this opportunity to recommend Ms. [redacted] to participate in APS’s Energy Support Program. This program offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. Ms. [redacted] advised me based on the income requirements she believes she will qualify. I advised Ms. [redacted] that this program also promotes energy conservation and will provide a higher discount to customers who use less energy. Ms. [redacted] was pleased to know she may qualify for the program. 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]

Dear Sir or Madam: I have received your letter dated February 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 Mr. [redacted] concerns and have found that he established electric service at [redacted] in [redacted] on August 22, 2013. On August 8, 2014, APS received an online request from Mr. [redacted] to establish service at [redacted]. As requested, APS established the service in Mr. [redacted] name that same day and sent him an email confirming the electric service in [redacted] had been placed in his name. On August 18, 2014, APS removed the service at [redacted] from Mr. [redacted] name as a new customer had placed the electric service in their name. APS mailed Mr. [redacted] a final bill in the amount of $194.46 on August 18, 2014. Mr. [redacted] contacted APS beginning in September 2014 to dispute the energy charges for [redacted] beyond August 8, 2014. APS researched Mr. [redacted] account and found that he did not contact APS by telephone or online to request the service at [redacted] be disconnected. Therefore, APS advised Mr. [redacted] that he was responsible for the energy charges at [redacted] until August 18, 2014 when the service was taken out of his name. I called Mr. [redacted] on February 20, 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]

March 28, 2014   Revdex.com[redacted]  Attn:  [redacted] Re:     Complaint ID No. [redacted]/ [redacted]...

[redacted]  Dear [redacted]: I have received your letter dated March 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. Company records indicate [redacted] established electric service with APS at his current address in August 2013. A deposit was not required of him because he had established excellent payment history with APS.  I reviewed [redacted] account and found we sent several notification advising him of APS’s deposit policy. In December 2013, a letter was sent encouraging him to keep the account current in order to avoid the need for a security deposit. A second letter was mailed in February 2014 advising him that due to the number of past due payments a security deposit was now required on the account. No response or payment was received so APS left additional notification at the residence to alert [redacted] of APS’s intent to disconnect service for non-payment if the deposit balance was not immediately paid. Unfortunately, APS did not receive payment or a response from [redacted] so APS disconnected the electric service for non-payment.On March 23, 2014, [redacted] contacted APS to dispute the Service Re-establishment Charge of $25.00 plus tax on his March 11, 2014 statement. The Service Establishment Charge is assessed each time a customer requests to establish, reconnect or re-establish electric service. [redacted] indicated he was not made aware of the fee at the time he requested the service be reconnected and also indicated he did not receive an electronic notification for the deposit request. In the spirit of customer service, APS agreed to reverse the Service Re-establishment Charge of $25.00 plus tax. I spoke with [redacted] on March 27, 2014. [redacted] explained the reason why he did not pay the deposit by the due date was because he did not see an electronic notification of the request. I explained to [redacted] all deposit notifications are sent by U.S. mail only. However, APS is looking to expand deposit notifications on the Company’s website. [redacted] thanked me for the phone call and advised me he had no further concerns for APS.Thank you again for the opportunity  to address [redacted]’s concerns. Sincerely,[redacted]APS Consumer Advocate Cc: [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,  First of all, An APS representative did contact me and left a message on my voicemail. When I returned her call she had just stepped out of the office and, I believe it may have been her assistant, did in fact inquire as to whether or not I received the check in the mail yet. When I told her "no I haven't" she took the steps needed to get me the money that very day. For this I am very grateful. I also inquired of this very nice lady, [redacted] I believe, if steps would be made by the corporate heads to re-address APS policies and possibly even take steps to change them. She did not believe so. Also in the response letter I read from the Revdex.com it states that they do except other forms of payment and not JUST cash. If you walk into the APS store in Downtown Glendale and try to pay with anything but cash, they will refuse you. Also I stated in my first complaint about my past due amount which I did pay. And if you look at my payment history will you see that my bill was payed on time for the majority of the time the account was active (power was on). So since I was a good customer I don't appreciate being attacked in the response letter. At least that's how I felt when I read it. Cash only at the Downtown Glendale branch. They do however take other forms of payments on line or over the phone but just try to pay with a check or card in person at that branch. I pay cash so I don't understand why I was put through this bloody nightmare. Just refund me in cash. If I pay with card then put the money back on my card. If I pay with a check then write me a check. Correct me if I'm wrong but this is the way businesses are run. But thank you once more to [redacted]. Just one more detail. I paid $285 deposit, Not $265. I understand $20 was for some kind of one time payment of a turn on fee or something to that nature and [redacted] was kind enough to waive that for me. Just get the corporate heads to re-look at they're policies concerning this matter. And make sure they read my entire first complaint as well as this follow up response both from me and from the company and it won't matter whether or not they change policy, it will be enough to satisfy my complaint just knowing that they looked into it. Thank you for this opportunity to convey my complaint. [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.

The APS Agent that said she would contact me on Wednesday, October 2nd, to discuss this matter did not attempt to contact me as agreed.

I still do not [redacted]ept their explanation of "they've been billing me for the wrong unit for 3 years" and now they are going to back charge me for previous charges.  I've paid my bills, as sent, reflecting my address and have stayed current during all of this time.  As far as I'm concerned, I'm paid in full [redacted]ording to my billing and records.

I again request that APS discontinue this harassment over their own alleged errors.  This has now gone on for 90 minutes of my time to deal with their alleged error to which I will be billing for my time.  Continued time spent will be billed at my posted rate of $500/hr.

Regards,

I have received your most recent letter dated September 20, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.

 

APS certainly understands the impact power outages have on our customers and their families. As one can imagine, power outages are an inconvenience to APS as well. While it is impossible to guarantee uninterrupted service to our customers. APS is continually evaluating our entire system by performing systematic patrols and making necessary improvements in order to prevent outages and provide our customers with the best quality service possible.  

 

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

 

Sincerely,

APS Consumer Advocate

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

January 2, 2014  Revdex.com[redacted]

[redacted] Attn:  [redacted] Re:     Complaint ID No. [redacted] / [redacted] Dear Ms. [redacted]: I have received...

your letter dated December 31, 2013 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 is bound by the rules and regulations set forth by the [redacted] ([redacted]). Through these rules and regulations, we have established 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 [redacted]ount becomes delinquent in the payment of two or more bills within a 12 month period. I have investigated Ms. [redacted]’s concerns and have found that she established electric service at [redacted] in February 2011. Ms. [redacted] paid a security deposit of $335.00 prior to connection of service. On November 5, 2013, a letter was mailed to Ms. [redacted]’s residence encouraging her to keep the APS account current in order to avoid the need for an additional security deposit as she had several delinquent payments on the [redacted]ount. Unfortunately, APS received another delinquent payment in December 2013. Therefore, a second letter was mailed on December 10, 2013 informing Ms. [redacted] that due to another delinquency on her [redacted]ount, an additional security deposit of $400.00 was required and due by December 24, 2013.  Ms. [redacted] failed to pay the additional security deposit due so APS left a door hanger notice at her residence on December 26, 2013. The notice advised her that payment of the security deposit was required in order to avoid disconnection of service. Unfortunately, no payment was received so the electric service was disconnected for non-payment on December 30, 2013. That same day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance plus payment of the security deposit was required prior to reconnection of service. However, APS offered to establish a payment arrangement on the delinquent balance to reconnect the service. Ms. [redacted] paid the security deposit in full and a portion of the delinquent balance and APS established a payment arrangement on the remaining balance due. Therefore, APS reconnected the electric service that same day.  I called Ms. [redacted] today to discuss her concerns and left a message for a call back.  Again, thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at [redacted]. Sincerely,  [redacted]APS Sr. Consumer Advocate  Cc:     [redacted]

I appreciate power outage explanation however, my complaint is

not based on short term power outage but rather hazardous oil leaking from a small

ground transformer (# [redacted]) located directly in front of my home that has contaminated

concrete pad, surrounding landscape rock and shrubs noting no vehicle was

involved. To date, leak has slowed considerably but contamination and the real possibility

of increased future leakage remain.

November 4, 2015

RevDex.com

4428 N. 12th

Street

Phoenix, AZ

85014-4585

Attn:  Dispute Resolution Consultant

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

Dear Sir or

Madam:

I have received

your letter dated October 28, 2015 regarding the concerns from [redacted] and

appreciate the opportunity to respond.

As mentioned in

my first response, APS

is aware of the work that needs to be performed to the transformer providing

service to his residence, including cleaning up the area around the

transformer. APS was a bit behind in performing this work due to the very

active monsoon season in recent months which caused significant damage to APS

equipment.

In effort to assist Mr. [redacted] and provide him

an update on his concerns, I called him and left a message on November 3, 2015.

My message stated that APS will complete the work to the transformer providing

service to his residence, including cleaning up the area around the transformer

by next week.

I will be happy

to discuss Mr. [redacted] concerns if he would like to contact me directly at (602)

250-2280 should he have any further questions or concerns.

Thank

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

Sincerely,

APS Consumer

Advocate

Cc:     [redacted]

I have received your letter dated October 4, 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 [redacted] and [redacted] jointly established electric service at [redacted] on February 9, 2013.

Company records indicate [redacted] contacted APS on September 27, 2013 and requested to establish additional electric service at [redacted]. The electric service was solely in Ms. [redacted]’s name from September 27, 2013 and remained in her name until Ms. [redacted] requested to disconnect service on July 28, 2014. Unfortunately, Ms. [redacted] left an outstanding balance in the amount of $345.40.

This balance was transferred to Mr. and Ms. [redacted]’s active account on September 2, 2014. In regards to APS transferring an outstanding balance, Section 4.2.2 under Billing and Collection of APS’s Service Schedule 1 states:

“If the Customer, as defined in A.A.C. R 14-2-201.9, has two or more services with Company and one or more of such services is terminated for any reason leaving an outstanding bill and the Customer is unwilling to make payment arrangements that are acceptable to Company, Company shall be entitled to transfer the balance due on the terminated service to any other active account of the Customer for the same class of service. The failure of the Customer to pay the active account shall result in the suspension or termination of service thereunder.”

 

Additionally, Section R14-2-201 of the Arizona Administrative Code under Definitions states:  

 

“Customer.” The person or entity in whose name service is rendered, as evidenced by the signature on the application or contract for that service, or by the receipt and/or payment of bills regularly issued in his name regardless of the identity of the actual user of the service.”

Company records indicate Mr. [redacted] contacted APS on September 4, 2014 to inquire about Ms. [redacted]’s outstanding balance being transferred to their active account. APS explained to him that Ms. [redacted] is a joint account holder so they are both equally responsible for the outstanding bill. APS agreed to establish a payment arrangement with Mr. [redacted] on the outstanding balance to pay half of the balance on October 1, 2014 and the remaining balance on October 15, 2014. The October 1st installment was not received as agreed.

I contacted [redacted] on October 9, 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 ([redacted]) [redacted].

 

Sincerely,

APS Consumer Advocate

APS has usually been easy to work with as far as customer service goes, however one bad apple has caused me to file this complaint. I had made a payment arrangement with APS. They worked great with me and were so understanding and compassionate. This meant a lot to me since I am a breast cancer patient and is struggling financially due to treatments. I received a letter in the mail with my arrangement and noticed the date was incorrect. I called APS to let them know that the date was wrong and that the agreed upon date was three days later (when I got paid). The representative could not do anything for me so she transferred me to the credit department. A representative, Sonia was rude as soon as she answered the call. I tried to go through my whole story of the mix up and she just kept interrupting me and would not give me the time of day. When she allowed me to talk without interruption, she basically called me a liar and told me that I must have “not remembered” the conversation. As a customer I am calling in good faith to let them know that I am doing my best to make payments even in the current situation I am in and that all I was asking was for three days since the original arrangement was incorrect. Sonia kept initiating that again cancer or not the bill must be paid and they were not going to grant an extension of 3 days due to the billing cycle. However, she rudely did offer to extend the deadline to the 3rd day ONLY under one condition and that if I paid the account off in full. I explained to her that if I could pay off the account in full I wouldn’t have to make the arrangement for the past due. Sonia just continued to argue with me and told me she would pull tapes just to prove I was wrong. I advised her that my point of calling APS was not to argue about he said she said, it was to notify them that I was not able to keep the arrangement they mistakenly made and that I wanted to ask for just 3 days extension and that they could even pull the money out on that day so that they can be assured they received payment. Sonia just kept on and on about making the full payment. I asked to speak to a supervisor and she told me they would back her up and say the same thing. I again explained my financial situation with the Cancer and she did not want to hear it, very heartless and basically told me in so many words that my power will be shut off wither I had cancer or not & due to not meeting the agreement that I did not choose. She also told me that I would have reconnection fees, plus any deposits that they require. This is ridiculous all over a 3 day extension that was not granted.

By the end of the call I was more upset of the way Sonia treated me than trying to find a way of coming up with this money. She was ruthless, an indecent human being and needs a different career or in a department where she is not allowed to speak to people, especially with those who struggle. Sorry APS if that is what you call excellent customer service, then you better start monitoring your phone calls especially when Sonia is taking the calls. At this point I wish my area had another Electric Company because I would have switched as soon as I hung up that phone. By the way, it is Breast Cancer Awareness month; don’t have your company wear pink if the people taking your calls can’t help the people who live with pink every day!