Customer Solutions Coordinator spoke with [redacted] and advised that it appears that the AE Online Customer Care (OCC) portal uses the total of account minus any fees and past bills to list the current charges In this case it seems that OCC did not recognize the deposit refunded to account due to on-time payments and so it did not have a correct formula to list the current chargesPer the bill and the charges substantiated by reads and charges for such I advised that for now it would be recommended to trust in the charges listed on paper bill as OCC was not tabulating correct current charges.The deposit was mailed to her previous address and then returned to AE We sent the refund check out again to the customer’s new address.This issue has been presented to the AE department for a resolution.Customer felt there should be some compensation for all the stress this matter and not getting back to her sooner caused I advised that we may not compensate for consumption per regulations but I did remove the start up fee which she was very thankful for.Representative provided his direct contact information in the event that the customer has additional questions or concerns
Many Representatives and Supervisors worked with the citizen to attempt to resolve her issues and address her account concerns.Unfortunately, after researching for any lost payments Austin Energy was not able to locate the other payment for [redacted] she stated that it has not ever processed through her bank account The late payment was waived from her account [redacted] then attempted to process a payment online; however, she accidently entered her banking information incorrectly Her check was returned because the bank could not locate the account number provided The return check fees for this check were waived as well [redacted] has now paid the balance in full If further information about the missing check can be provided by the citizen we will be happy to provide additional research to attempt to locate the check.According to Austin Energy’s (AE) Rules and Regulations all customer are charges a deposit Residential and Commercial Customers are charged a deposit The City of Austin City Council has approved the requirement of a $utility service deposit for every customer that cannot fulfill Article (Credit Security) of the City Code including existing customers requesting transfer of service.The following is Article § 15-9-requires a security deposit required to set up a utility account In order to waive the deposit, certain qualifying documentation is required:Article § 15-9-states “If a residential customer or applicant provides proof of identification under Section 15-9-(Identification Required), the city may accept the following forms of credit security:1) A record of satisfactory compliance with Section 15-9-(Customer Payment Standards), if applicable, and no outstanding utility invoices;2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or3) A refundable deposit of $200.00.” Article § 15-9-(Customer Payment Standards) states “To establish compliance with customer payments standards, a residential customer must:1) Have received utility service from the City for not fewer than consecutive billing cycles;2) Have paid each utility invoice before its due date during the preceding calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion.” [redacted] can provide a letter of credit or a letter of reference from any metered utility such as water, gas, and electric and the deposit could potentially be waived.The account has since been paid and she and Austin Energy agree on the credit balance on the account
This customer concern started in 2010; Ms [redacted] has filled out Housing paperwork to obtain housing benefits and provided the identification that is listed on all of the outstanding accounts for verification purposes On February 5, Ms [redacted] spoke with an investigation representative at AE and she was instructed to proceed with her dispute through the courts At this time, AE has not received any information from the courts that this is in-fact identity theft AE is not permitted to write off any balance since it is a municipality and requires the proper court documents in order to remove this debt from Ms***’s account The Administrative Review that was conducted by AE determined that she did in-fact report at the address in question and the balance is valid until AE receives court documents that state otherwise
Complaint: [redacted] I am rejecting this response because:Only rejecting because nothing has hit my hand or bank account yetI can say that the company is finally willing to show some decency but I cannot accept until this issue is completely resolved which means all the money that was stolen from me is returnedRevdex.com only allows days to respond and then closes automatically so I am rejecting for now so this automatic closing does not happen Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have documentation of my conversation with an Austin Energy supervisor to indicate that all the issues have been resolved including that this incident will not be used as an assessment for a security deposit if I move within less than months time.Here is the email indicating this: [redacted] , There may have been a partial email that went out I am sending this one just in case the first one did not go through This is just to confirm per our previous conversation today that the payment for the bill statement dated 11/14/and received 11/25/will not affect your credit score and will not be reported to a collection agency Furthermore, I am confirming that this will not cause a security deposit to be assessed should you require additional service in the next months (as long as there are no other late payments from this date) If you have any other questions or concerns you can reply to this email or leave a voicemail at 512-972- Thank you, [redacted] | Customer Service Rep Senior | Austin Energy [redacted] **| Austin, TX Regards, Elaine Kovacs
Revdex.com ID [redacted] Customer Information: [redacted] According to [redacted] Energy’s (AE) Rules and Regulations all customer are charges a depositResidential and Commercial Customers are charged a depositThe City of [redacted] City Council has approved the requirement of a $utility service deposit for every customer that cannot fulfill Article (Credit Security) of the City Code including existing customers requesting transfer of serviceThe following is Article § 15-9-requires a security deposit required to set up a utility accountIn order to waive the deposit, certain qualifying documentation is required: Article § 15-9-states "If a residential customer or applicant provides proof of identification under Section 15-9-(Identification Required), the city may accept the following forms of credit security: 1) A record of satisfactory compliance with Section 15-9-(Customer Payment Standards), if applicable, and no outstanding utility invoices; 2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or 3) A refundable deposit of $200.00." Article § 15-9-(Customer Payment Standards) states "To establish compliance with customer payments standards, a residential customer must: 1) Have received utility service from the City for not fewer than consecutive billing cycles; 2) Have paid each utility invoice before its due date during the preceding calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion." In reference to the customer’s Revdex.com concerns, her deposit was waived once the necessary qualifying documentation was receivedThe first billing statement for the customer processed on November 14, and it did reflect the deposit charge since AE had not yet received the LOR as required by or Rules and Regulations to waive the depositMsRamirez’s documentation referred to as the Letter of Credit (LOR) was received on November 20, and the $residential security deposit was waived
Thank you again for contacting the City of Austin We appreciate our customers taking the time to bring their concerns to our attention, providing us the opportunity to make ongoing improvements to better serve our citizensThe deposit was refunded on 2/5/in the amount of $ Deposits are processed through the Comptroller's office which is what causes the delay in printing and mailing the refund checks If there is a balance on the account the refund is processed to the account toward the balance We do apologize for any inconvenience that this delay may have caused.On February 6, an AE representative contacted the Dominion apartment complex and spoke with a representative in the property management office The apartment complex requested to be back billed for the services from 11/30/- 1/12/ Once this back bill is completed the customer’s account will also be credited The Austin Energy representative provide direct contact information for any further questions or concerns with their account
The final billing statement was sent on 4/19/for the total $for service dates 12/18/12-2/1/ The statement that was paid on 2/21/was for services 11/26/- 12/18/in the amount of $ The payment that was made for $it was for services up to 12/18/ Austin Energy provides the services and then bills you The final bill was on 4/19/and is still outstanding There is more than one way to pay your statement You can visit our website at [redacted] and "Make a Quick Payment" This will allow you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card This service is through a third party and as such has a fee of $per transactionIf you register your account online at [redacted] , you can pay with a Bank Account eDebit This is a free serviceCustomers of Austin Energy also have a variety of other payment options; they can mail their payment to [redacted] ; pay at their local HEB; or go to our Rosewood [redacted] There are payment locations at [redacted] where payments may be dropped off in a payment box We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at [redacted] using a credit card or check Bill Matrix charges a fee per transactionThe maximum payment that can be made through the Bill Matrix system is $1, If more than a $1,payment is necessary it will need to be set up in several payment transactions.Once the payment is made any collections activity will be updated Please let me know if you have any additional questions____________________________________________ [redacted] Customer Solutions [redacted] Phone: [redacted] Fax: [redacted]
The original bill was canceled and a new corrected bill with the start date of 9/11/was reissued to Mr [redacted] on 3/24/ We apologize for any inconvenience If you have any additional questions please feel free to contact Nikkii Abbott at ###-###-####
Mr. ***,Thank you for your email recent inquiry to the RevDex.com regarding your utility account. We appreciate you taking the time to send us your questions or concerns. On behalf of Austin Energy, please allow me to respond.Mr. [redacted] requested for the services to be... disconnected on 1/30/2013 at location [redacted] ***. Austin Energy sent a final bill (closing bill) to the forwarding address provided [redacted] ***. The final bill was issued on 4/17/2013 in the amount of $165.40 for service dates 12/18/2012 – 1/30/2013. It was sent to [redacted] pm 4/20/2013. This is the balance $165.40 remained unpaid and was sent to collections. Outstanding bills are sent to collection 60 days after the account becomes inactive. The final payment that Mr. [redacted] made for 231.63 made on 2/21/2013 and this payment did not include the closing bill. The $231.63 was an accumulative past due balance from 11/2013 – 2/21/2013 when it was paid. There was not any error made by Austin Energy in processing the final billing statement. There is more than one way to pay your statement. You can visit our website at [redacted] and "Make a Quick Payment". This will allow you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card. This service is through a third party and as such has a fee of $4.95 per transaction. If you register your account online at [redacted] , you can pay with a Bank Account eDebit. This is a free service. Customers of Austin Energy also have a variety of other payment options; they can mail their payment to [redacted] ; pay at their local HEB; or go to our Rosewood [redacted] . There are payment locations at [redacted] where payments may be dropped off in a payment box. We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at ###-###-#### using a credit card or check. Bill Matrix charges a fee per transaction. The maximum payment that can be made through the Bill Matrix system is $1,000.00. If more than a $1,000.00 payment is necessary it will need to be set up in several payment transactions. Please contact [redacted] , AE Customer Service Supervisor by phone at ###-###-#### or by email at [redacted] in the event that you have additional questions. I am available to discuss your utility account concerns.
Complaint: ***
I am rejecting this response because: AE is not providing with the steps necessary to take any kind of action through the court or other wisethey are not even including the fact that I never got any response back after being told that an accounts specialist would get back with meI don't mind going through the court but can I at least get a little direction of where to startI don't know what to do or what I am going to the courts forI don't think I should go tot court I have police reports, and all the other documents needed
Regards,
*** ***
Complaint: ***
First, let's summarize the response:Service disconnected January 1, 2013. I make a payment in the amount of $on February 21, This was for an accumulative past due balance from November to February 21, (the response actually says "11/13" to 2/21/13, but I'm assuming that's supposed to say "11/12")A "Final Bill" was issued on April 17, for service dates 12/18/to 1/30/13. I was offered several payment options.I am rejecting this response because: The response does not make clear whether or not the alleged debt was taken out of collections, so I obviously wouldn't be comfortable making a payment to Austin Energy if this hasn't been taken out of collectionsAlso, if the payment I made on 2/21/was for the past due balance from November through 2/21/13, how can the bill sent in April be for service dates within that range? Again, the response states that I payed the balance due from November to February 2013; I feel compelled to point out that 12/18/to 1/30/13, the service dates of the "final bill" was sent for, is covered in the range of dates that YOU are admitting I already paid. Let us assume that the final bill is valid, and that no error was madeI would like to know if the final bill is routinely sent days after the last date of serviceOr, if you prefer to count time passed from the last payment made on 2/21/13, days
Regards,
*** ***
Any NSF payments that are made within a month period would qualify for the cash only status. Since there were payments that were returned uncollectable with in the month period the account was listed as cash only status. Austin Energy does not have any idea of what is happening with a customer’s personal bank account. We only receive a notice from the financial establishment if the check cleared or was rejected NSF. In this case both checks were returned rejected NSF.As a cash only customer of Austin Energy there are a variety of payment options; customer’s can mail their certified payment (money order or cashier’s check) to Austin Energy, *** *** *** *** *** ***; pay cash or by certified payment at their local HEB; or go to our Rosewood Zaragosa office at *** *** and make cash or certified payments. There are payment locations at *** *** *** *** and *** *** *** *** where certified payments may be dropped off in a City of Austin payment box
Complaint: ***
I am rejecting this response because: I did not receive any notice of NSF paymentsThe "several" payments stated in the response are actually paymentsOne made in February of and one in December of These payments were made months apartAgain , the entire reason for both was not realizing which account these payments were linked toHad I received any notice, which I did not, I could have rectified this much fasterI don't see how it helps to have someone tramp around Austin trying to make a paymentIt is inefficient for both the Consumer and Austin EnergyAgain, I'm not disputing what occurredI'm just trying to make it easier to get payments to the utilityI also want to point out that no one has returned my call and no one has told me where to make paymentsAnd again, this was not "several" paymentsThis was two paymentsI would also like to point out that I have been a customer for yearsEven though Austin Energy has a lock on the energy business in Austin, we are still customers and deserve to receive good customer service and good customer practicesIf I can't rectify this is in a way that makes it easier to pay the utility, I will be taking my complaints further up the chainAs a taxpayer, I find it absolutely ridiculous that a city utility would be making it harder to collect its moneyIf anything, the utility should be taking advantage of the 21st century technology available to make it easier and faster to collect money from consumersCredit Card payments don't bounce.Thank you for your consideration
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: Since this happened just prior to the sale of the property, and has continued after the sale, the City of Austin has not defined which "customer" they are holding blameless. They have also been unclear about which "side" of the property they suspect a leak on.
Regards,
[redacted]
According to Austin Energy’s (AE) Rules and Regulations all customer are charges a deposit. Residential and Commercial Customers are charged a deposit. The City of Austin City Council has approved the requirement of a $200.00 utility service deposit for every customer that cannot fulfill...
Article 5 (Credit Security) of the City Code including existing customers requesting transfer of service.The following is Article 5 § 15-9-72 requires a security deposit required to set up a utility account. In order to waive the deposit, certain qualifying documentation is required:Article 5 § 15-9-72 states “If a residential customer or applicant provides proof of identification under Section 15-9-53 (Identification Required), the city may accept the following forms of credit security:1) A record of satisfactory compliance with Section 15-9-75 (Customer Payment Standards), if applicable, and no outstanding utility invoices;2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or3) A refundable deposit of $200.00.” Article 5 § 15-9-75 (Customer Payment Standards) states “To establish compliance with customer payments standards, a residential customer must:1) Have received utility service from the City for not fewer than 12 consecutive billing cycles;2) Have paid each utility invoice before its due date during the preceding 12 calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion.”
Customer Solutions Coordinator spoke with [redacted] and advised that it appears that the AE Online Customer Care (OCC) portal uses the total of account minus any fees and past bills to list the current charges. In this case it seems that OCC did not recognize the deposit refunded to...
account due to 12 on-time payments and so it did not have a correct formula to list the current charges. Per the bill and the charges substantiated by reads and charges for such I advised that for now it would be recommended to trust in the charges listed on paper bill as OCC was not tabulating correct current charges.The deposit was mailed to her previous address and then returned to AE. We sent the refund check out again to the customer’s new address.This issue has been presented to the AE department for a resolution.Customer felt there should be some compensation for all the stress this matter and not getting back to her sooner caused. I advised that we may not compensate for consumption per regulations but I did remove the start up fee which she was very thankful for.Representative provided his direct contact information in the event that the customer has additional questions or concerns.
Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding concerns about your Austin Energy (AE) account. We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better...
serve City of Austin citizens. After reviewing your account it was determined that your reads are correct and that the consumption registry is correct. The City of Austin is responsible for providing the services up to the meter; anything past the meter is the property owner or account holder’s responsibility. Your electric consumption is very consistent with the weather temperatures. You had higher usage in November and December consistent with the colder temperatures. Even if you are not home when it is extreme cold or hot weather the unit will run for longer periods of time to try to maintain the temperature that is set on the thermostat. This will cause your bill to change. You mentioned that you keep the thermostat on 76 degrees, Energy Conservation recommends that you keep your thermostat at 78 degrees and higher. For each degree your dollar amount can increase or decrease by 2%. Depending on the last time that your unit had maintenance you may want to have someone make sure that it is running as efficient as possible. I am committed to helping resolve your issue. I can be contacted directly at (512) 972-7706 or by email at [redacted] should have additional questions or concerns. I will be happy to visit with you at your convenience.
Complaint: [redacted]
I am rejecting this response because:Absolutely not. I have no confidence the information I am getting inside your facility is remotely accurate. Information I was given by your staff was wrong to the point when I took their recommended course of action my payment plan defaulted and was assessed penalties.When I spoke to another person on your staff about these recommendations he had no record of my previous conversation and no notes from my previous interaction. There was zero accountability for the wrong information, no obligation to correct it and no recourse for me as the consumer.What you are operating is by definition a monopoly, as we are forced by the city to use your terrible service and given no other options. As one would expect this monopoly situation has created a lazy deceitful company that is a nightmare to do business with.
Regards,
[redacted]
Complaint[redacted]
I am rejecting this response because: It is still pending due to the form I filled out and submitted today to :[redacted]
[redacted]
[redacted] for an Administrative Hearing and the date of the hearing is to follow. The Administrative Hearing Request form is attached. Note: [redacted] with the Client Relations Escalation group has been a huge help in this process.
Regards,
[redacted]
Customer Solutions Coordinator spoke with [redacted] and advised that it appears that the AE Online Customer Care (OCC) portal uses the total of account minus any fees and past bills to list the current charges In this case it seems that OCC did not recognize the deposit refunded to account due to on-time payments and so it did not have a correct formula to list the current chargesPer the bill and the charges substantiated by reads and charges for such I advised that for now it would be recommended to trust in the charges listed on paper bill as OCC was not tabulating correct current charges.The deposit was mailed to her previous address and then returned to AE We sent the refund check out again to the customer’s new address.This issue has been presented to the AE department for a resolution.Customer felt there should be some compensation for all the stress this matter and not getting back to her sooner caused I advised that we may not compensate for consumption per regulations but I did remove the start up fee which she was very thankful for.Representative provided his direct contact information in the event that the customer has additional questions or concerns
Many Representatives and Supervisors worked with the citizen to attempt to resolve her issues and address her account concerns.Unfortunately, after researching for any lost payments Austin Energy was not able to locate the other payment for [redacted] she stated that it has not ever processed through her bank account The late payment was waived from her account [redacted] then attempted to process a payment online; however, she accidently entered her banking information incorrectly Her check was returned because the bank could not locate the account number provided The return check fees for this check were waived as well [redacted] has now paid the balance in full If further information about the missing check can be provided by the citizen we will be happy to provide additional research to attempt to locate the check.According to Austin Energy’s (AE) Rules and Regulations all customer are charges a deposit Residential and Commercial Customers are charged a deposit The City of Austin City Council has approved the requirement of a $utility service deposit for every customer that cannot fulfill Article (Credit Security) of the City Code including existing customers requesting transfer of service.The following is Article § 15-9-requires a security deposit required to set up a utility account In order to waive the deposit, certain qualifying documentation is required:Article § 15-9-states “If a residential customer or applicant provides proof of identification under Section 15-9-(Identification Required), the city may accept the following forms of credit security:1) A record of satisfactory compliance with Section 15-9-(Customer Payment Standards), if applicable, and no outstanding utility invoices;2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or3) A refundable deposit of $200.00.” Article § 15-9-(Customer Payment Standards) states “To establish compliance with customer payments standards, a residential customer must:1) Have received utility service from the City for not fewer than consecutive billing cycles;2) Have paid each utility invoice before its due date during the preceding calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion.” [redacted] can provide a letter of credit or a letter of reference from any metered utility such as water, gas, and electric and the deposit could potentially be waived.The account has since been paid and she and Austin Energy agree on the credit balance on the account
This customer concern started in 2010; Ms [redacted] has filled out Housing paperwork to obtain housing benefits and provided the identification that is listed on all of the outstanding accounts for verification purposes On February 5, Ms [redacted] spoke with an investigation representative at AE and she was instructed to proceed with her dispute through the courts At this time, AE has not received any information from the courts that this is in-fact identity theft AE is not permitted to write off any balance since it is a municipality and requires the proper court documents in order to remove this debt from Ms***’s account The Administrative Review that was conducted by AE determined that she did in-fact report at the address in question and the balance is valid until AE receives court documents that state otherwise
Complaint: [redacted] I am rejecting this response because:Only rejecting because nothing has hit my hand or bank account yetI can say that the company is finally willing to show some decency but I cannot accept until this issue is completely resolved which means all the money that was stolen from me is returnedRevdex.com only allows days to respond and then closes automatically so I am rejecting for now so this automatic closing does not happen Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have documentation of my conversation with an Austin Energy supervisor to indicate that all the issues have been resolved including that this incident will not be used as an assessment for a security deposit if I move within less than months time.Here is the email indicating this: [redacted] , There may have been a partial email that went out I am sending this one just in case the first one did not go through This is just to confirm per our previous conversation today that the payment for the bill statement dated 11/14/and received 11/25/will not affect your credit score and will not be reported to a collection agency Furthermore, I am confirming that this will not cause a security deposit to be assessed should you require additional service in the next months (as long as there are no other late payments from this date) If you have any other questions or concerns you can reply to this email or leave a voicemail at 512-972- Thank you, [redacted] | Customer Service Rep Senior | Austin Energy [redacted] **| Austin, TX Regards, Elaine Kovacs
Revdex.com ID [redacted] Customer Information: [redacted] According to [redacted] Energy’s (AE) Rules and Regulations all customer are charges a depositResidential and Commercial Customers are charged a depositThe City of [redacted] City Council has approved the requirement of a $utility service deposit for every customer that cannot fulfill Article (Credit Security) of the City Code including existing customers requesting transfer of serviceThe following is Article § 15-9-requires a security deposit required to set up a utility accountIn order to waive the deposit, certain qualifying documentation is required: Article § 15-9-states "If a residential customer or applicant provides proof of identification under Section 15-9-(Identification Required), the city may accept the following forms of credit security: 1) A record of satisfactory compliance with Section 15-9-(Customer Payment Standards), if applicable, and no outstanding utility invoices; 2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or 3) A refundable deposit of $200.00." Article § 15-9-(Customer Payment Standards) states "To establish compliance with customer payments standards, a residential customer must: 1) Have received utility service from the City for not fewer than consecutive billing cycles; 2) Have paid each utility invoice before its due date during the preceding calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion." In reference to the customer’s Revdex.com concerns, her deposit was waived once the necessary qualifying documentation was receivedThe first billing statement for the customer processed on November 14, and it did reflect the deposit charge since AE had not yet received the LOR as required by or Rules and Regulations to waive the depositMsRamirez’s documentation referred to as the Letter of Credit (LOR) was received on November 20, and the $residential security deposit was waived
Thank you again for contacting the City of Austin We appreciate our customers taking the time to bring their concerns to our attention, providing us the opportunity to make ongoing improvements to better serve our citizensThe deposit was refunded on 2/5/in the amount of $ Deposits are processed through the Comptroller's office which is what causes the delay in printing and mailing the refund checks If there is a balance on the account the refund is processed to the account toward the balance We do apologize for any inconvenience that this delay may have caused.On February 6, an AE representative contacted the Dominion apartment complex and spoke with a representative in the property management office The apartment complex requested to be back billed for the services from 11/30/- 1/12/ Once this back bill is completed the customer’s account will also be credited The Austin Energy representative provide direct contact information for any further questions or concerns with their account
The final billing statement was sent on 4/19/for the total $for service dates 12/18/12-2/1/ The statement that was paid on 2/21/was for services 11/26/- 12/18/in the amount of $ The payment that was made for $it was for services up to 12/18/ Austin Energy provides the services and then bills you The final bill was on 4/19/and is still outstanding There is more than one way to pay your statement You can visit our website at [redacted] and "Make a Quick Payment" This will allow you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card This service is through a third party and as such has a fee of $per transactionIf you register your account online at [redacted] , you can pay with a Bank Account eDebit This is a free serviceCustomers of Austin Energy also have a variety of other payment options; they can mail their payment to [redacted] ; pay at their local HEB; or go to our Rosewood [redacted] There are payment locations at [redacted] where payments may be dropped off in a payment box We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at [redacted] using a credit card or check Bill Matrix charges a fee per transactionThe maximum payment that can be made through the Bill Matrix system is $1, If more than a $1,payment is necessary it will need to be set up in several payment transactions.Once the payment is made any collections activity will be updated Please let me know if you have any additional questions____________________________________________ [redacted] Customer Solutions [redacted] Phone: [redacted] Fax: [redacted]
The original bill was canceled and a new corrected bill with the start date of 9/11/was reissued to Mr [redacted] on 3/24/ We apologize for any inconvenience If you have any additional questions please feel free to contact Nikkii Abbott at ###-###-####
Mr. ***,Thank you for your email recent inquiry to the RevDex.com regarding your utility account. We appreciate you taking the time to send us your questions or concerns. On behalf of Austin Energy, please allow me to respond.Mr. [redacted] requested for the services to be... disconnected on 1/30/2013 at location [redacted] ***. Austin Energy sent a final bill (closing bill) to the forwarding address provided [redacted] ***. The final bill was issued on 4/17/2013 in the amount of $165.40 for service dates 12/18/2012 – 1/30/2013. It was sent to [redacted] pm 4/20/2013. This is the balance $165.40 remained unpaid and was sent to collections. Outstanding bills are sent to collection 60 days after the account becomes inactive. The final payment that Mr. [redacted] made for 231.63 made on 2/21/2013 and this payment did not include the closing bill. The $231.63 was an accumulative past due balance from 11/2013 – 2/21/2013 when it was paid. There was not any error made by Austin Energy in processing the final billing statement. There is more than one way to pay your statement. You can visit our website at [redacted] and "Make a Quick Payment". This will allow you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card. This service is through a third party and as such has a fee of $4.95 per transaction. If you register your account online at [redacted] , you can pay with a Bank Account eDebit. This is a free service. Customers of Austin Energy also have a variety of other payment options; they can mail their payment to [redacted] ; pay at their local HEB; or go to our Rosewood [redacted] . There are payment locations at [redacted] where payments may be dropped off in a payment box. We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at ###-###-#### using a credit card or check. Bill Matrix charges a fee per transaction. The maximum payment that can be made through the Bill Matrix system is $1,000.00. If more than a $1,000.00 payment is necessary it will need to be set up in several payment transactions. Please contact [redacted] , AE Customer Service Supervisor by phone at ###-###-#### or by email at [redacted] in the event that you have additional questions. I am available to discuss your utility account concerns.
Complaint: ***
I am rejecting this response because: AE is not providing with the steps necessary to take any kind of action through the court or other wisethey are not even including the fact that I never got any response back after being told that an accounts specialist would get back with meI don't mind going through the court but can I at least get a little direction of where to startI don't know what to do or what I am going to the courts forI don't think I should go tot court I have police reports, and all the other documents needed
Regards,
*** ***
Complaint: ***
First, let's summarize the response:Service disconnected January 1, 2013. I make a payment in the amount of $on February 21, This was for an accumulative past due balance from November to February 21, (the response actually says "11/13" to 2/21/13, but I'm assuming that's supposed to say "11/12")A "Final Bill" was issued on April 17, for service dates 12/18/to 1/30/13. I was offered several payment options.I am rejecting this response because: The response does not make clear whether or not the alleged debt was taken out of collections, so I obviously wouldn't be comfortable making a payment to Austin Energy if this hasn't been taken out of collectionsAlso, if the payment I made on 2/21/was for the past due balance from November through 2/21/13, how can the bill sent in April be for service dates within that range? Again, the response states that I payed the balance due from November to February 2013; I feel compelled to point out that 12/18/to 1/30/13, the service dates of the "final bill" was sent for, is covered in the range of dates that YOU are admitting I already paid. Let us assume that the final bill is valid, and that no error was madeI would like to know if the final bill is routinely sent days after the last date of serviceOr, if you prefer to count time passed from the last payment made on 2/21/13, days
Regards,
*** ***
Any NSF payments that are made within a month period would qualify for the cash only status. Since there were payments that were returned uncollectable with in the month period the account was listed as cash only status. Austin Energy does not have any idea of what is happening with a customer’s personal bank account. We only receive a notice from the financial establishment if the check cleared or was rejected NSF. In this case both checks were returned rejected NSF.As a cash only customer of Austin Energy there are a variety of payment options; customer’s can mail their certified payment (money order or cashier’s check) to Austin Energy, *** *** *** *** *** ***; pay cash or by certified payment at their local HEB; or go to our Rosewood Zaragosa office at *** *** and make cash or certified payments. There are payment locations at *** *** *** *** and *** *** *** *** where certified payments may be dropped off in a City of Austin payment box
Complaint: ***
I am rejecting this response because: I did not receive any notice of NSF paymentsThe "several" payments stated in the response are actually paymentsOne made in February of and one in December of These payments were made months apartAgain , the entire reason for both was not realizing which account these payments were linked toHad I received any notice, which I did not, I could have rectified this much fasterI don't see how it helps to have someone tramp around Austin trying to make a paymentIt is inefficient for both the Consumer and Austin EnergyAgain, I'm not disputing what occurredI'm just trying to make it easier to get payments to the utilityI also want to point out that no one has returned my call and no one has told me where to make paymentsAnd again, this was not "several" paymentsThis was two paymentsI would also like to point out that I have been a customer for yearsEven though Austin Energy has a lock on the energy business in Austin, we are still customers and deserve to receive good customer service and good customer practicesIf I can't rectify this is in a way that makes it easier to pay the utility, I will be taking my complaints further up the chainAs a taxpayer, I find it absolutely ridiculous that a city utility would be making it harder to collect its moneyIf anything, the utility should be taking advantage of the 21st century technology available to make it easier and faster to collect money from consumersCredit Card payments don't bounce.Thank you for your consideration
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: Since this happened just prior to the sale of the property, and has continued after the sale, the City of Austin has not defined which "customer" they are holding blameless. They have also been unclear about which "side" of the property they suspect a leak on.
Regards,
[redacted]
According to Austin Energy’s (AE) Rules and Regulations all customer are charges a deposit. Residential and Commercial Customers are charged a deposit. The City of Austin City Council has approved the requirement of a $200.00 utility service deposit for every customer that cannot fulfill...
Article 5 (Credit Security) of the City Code including existing customers requesting transfer of service.The following is Article 5 § 15-9-72 requires a security deposit required to set up a utility account. In order to waive the deposit, certain qualifying documentation is required:Article 5 § 15-9-72 states “If a residential customer or applicant provides proof of identification under Section 15-9-53 (Identification Required), the city may accept the following forms of credit security:1) A record of satisfactory compliance with Section 15-9-75 (Customer Payment Standards), if applicable, and no outstanding utility invoices;2) A letter of reference from another electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or3) A refundable deposit of $200.00.” Article 5 § 15-9-75 (Customer Payment Standards) states “To establish compliance with customer payments standards, a residential customer must:1) Have received utility service from the City for not fewer than 12 consecutive billing cycles;2) Have paid each utility invoice before its due date during the preceding 12 calendar months; 3) Not have submitted a payment returned for insufficient funds; and 4) Not have committed unlawful use of service or utility service diversion.”
Customer Solutions Coordinator spoke with [redacted] and advised that it appears that the AE Online Customer Care (OCC) portal uses the total of account minus any fees and past bills to list the current charges. In this case it seems that OCC did not recognize the deposit refunded to...
account due to 12 on-time payments and so it did not have a correct formula to list the current charges. Per the bill and the charges substantiated by reads and charges for such I advised that for now it would be recommended to trust in the charges listed on paper bill as OCC was not tabulating correct current charges.The deposit was mailed to her previous address and then returned to AE. We sent the refund check out again to the customer’s new address.This issue has been presented to the AE department for a resolution.Customer felt there should be some compensation for all the stress this matter and not getting back to her sooner caused. I advised that we may not compensate for consumption per regulations but I did remove the start up fee which she was very thankful for.Representative provided his direct contact information in the event that the customer has additional questions or concerns.
Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding concerns about your Austin Energy (AE) account. We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better...
serve City of Austin citizens. After reviewing your account it was determined that your reads are correct and that the consumption registry is correct. The City of Austin is responsible for providing the services up to the meter; anything past the meter is the property owner or account holder’s responsibility. Your electric consumption is very consistent with the weather temperatures. You had higher usage in November and December consistent with the colder temperatures. Even if you are not home when it is extreme cold or hot weather the unit will run for longer periods of time to try to maintain the temperature that is set on the thermostat. This will cause your bill to change. You mentioned that you keep the thermostat on 76 degrees, Energy Conservation recommends that you keep your thermostat at 78 degrees and higher. For each degree your dollar amount can increase or decrease by 2%. Depending on the last time that your unit had maintenance you may want to have someone make sure that it is running as efficient as possible. I am committed to helping resolve your issue. I can be contacted directly at (512) 972-7706 or by email at [redacted] should have additional questions or concerns. I will be happy to visit with you at your convenience.
Complaint: [redacted]
I am rejecting this response because:Absolutely not. I have no confidence the information I am getting inside your facility is remotely accurate. Information I was given by your staff was wrong to the point when I took their recommended course of action my payment plan defaulted and was assessed penalties.When I spoke to another person on your staff about these recommendations he had no record of my previous conversation and no notes from my previous interaction. There was zero accountability for the wrong information, no obligation to correct it and no recourse for me as the consumer.What you are operating is by definition a monopoly, as we are forced by the city to use your terrible service and given no other options. As one would expect this monopoly situation has created a lazy deceitful company that is a nightmare to do business with.
Regards,
[redacted]
Complaint[redacted]
I am rejecting this response because: It is still pending due to the form I filled out and submitted today to :[redacted]
[redacted]
[redacted] for an Administrative Hearing and the date of the hearing is to follow. The Administrative Hearing Request form is attached. Note: [redacted] with the Client Relations Escalation group has been a huge help in this process.
Regards,
[redacted]