Resolution:A water leak investigation was completed on the following dates:10-27-2015 – Results indicated no leak at the meter. Possible water leak on the customer side/ on property11-10-2015 - Results indicated no leak at the meter. A note was left for the customer.Customer may have...
leak on the property. No water leaks were found while the customer owned the property so there was no adjustment warranted. A customer is responsible for repairing possible leaks on the property.
[redacted] made several NSF payments to Austin Energy. Austin Energy has a policy that once 2 NSF checks have been received the account will be placed in a cash only status for 1 year. Unfortunately, [redacted] had more than 2 checks that were returned so the account has been...
placed on a cash status only. There were several notices that were sent to the customer regarding the NSF checks. Austin Energy has provided the customer with the various options to make payments since cash payments are required for the next 12 months. At this time we are not able to remove the cash only status from the account.
A water leak adjustment request was submitted due to a water leak on the customer's property in September 2015. A credit was applied to the account since the water leak was repaired. All of the information has been sent to the customer. He has also come into Austin Energy Utility Walk-In...
and this was also explained to him in person. Customers are allowed to have one water leak adjustment request per year.
Administrative Review FindingsAccount Number 3659833522 Service Address 5350 BURNET RD Unit 333Phone Number 512-865-0955Dates of Service 8/20/14- 9/1/15Bill Period in Question MAY, JUNE, JULY 2015• DAILY READS AND THIS WAS VERIFIED IN AMR AND UTILINET• METER IS TRANSMITTING...
DAILY READS AND THEY HAVE BEEN VERIFIED• USAGE INDICATE S THAT CONSUMPTION WAS USED DURING CUSTOMERS ABSENCE Monthly Consumption KWH (Electric usage):5/13/15-6/12/15 = 439 KWH6/12/15-7/14/15 = 662 KWH7/14/15-8/13/15 = 601 KWH Daily usage from 6/24/15 – 8/4/2015Date Daily Read Daily kWh High Temp Low Temp8/4/2015 40827 19 100 778/3/2015 40808 19 ...⇄ 99 758/2/2015 40789 20 ...⇄ 100 758/1/2015 40768 19 ...⇄ 99 737/31/2015 40749 18 ...⇄ 102 787/30/2015 40731 19 ...⇄ 101 757/29/2015 40712 18 ...⇄ 101 767/28/2015 40694 17 ...⇄ 100 777/27/2015 40676 17 ...⇄ 100 777/26/2015 40659 17 ...⇄ 98 767/25/2015 40642 17 ...⇄ 98 757/24/2015 40625 17 ...⇄ 99 777/23/2015 40608 17 ...⇄ 99 777/22/2015 40590 17 ...⇄ 97 777/21/2015 40573 18 ...⇄ 97 757/20/2015 40556 21 ...⇄ 97 747/19/2015 40534 25 ...⇄ 97 767/18/2015 40509 25 ...⇄ 98 777/17/2015 40484 28 ...⇄ 96 767/16/2015 40457 12 ...⇄ 95 747/15/2015 40445 3 �...⇄ 95 757/14/2015 40441 3 �...⇄ 97 747/13/2015 40438 3 �...⇄ 96 757/12/2015 40435 3 �...⇄ 94 747/11/2015 40432 17 93 737/10/2015 40415 32 ...⇄ 94 747/9/2015 40383 34 ...⇄ 93 767/8/2015 40349 34 ...⇄ 91 787/7/2015 40315 34 ...⇄ 91 787/6/2015 40281 34 ...⇄ 91 777/5/2015 40247 34 ...⇄ 91 767/4/2015 40212 34 ...⇄ 92 767/3/2015 40178 33 ...⇄ 91 767/2/2015 40144 29 ...⇄ 91 707/1/2015 40116 29 ...⇄ 91 716/30/2015 40087 20 ...⇄ 94 736/29/2015 40067 18 ...⇄ 93 746/28/2015 40049 15 ...⇄ 91 736/27/2015 40033 17 ...⇄ 91 746/26/2015 40016 19 ...⇄ 93 766/25/2015 39997 20 ...⇄ 93 736/24/2015 39977 15 ...⇄ 92 74Summary of Administrative Review• USAGE AND BILLING IS CORRECT BASED ON VERIFIED READS • INCREASE IN CONSUMPTION SEEMS TO BE INDICATIVE OF INCREASE IN WARMER TEMPERATURESThe customer’s account daily usage has been reviewed and has been verified to be correct. The billing properly reflects the monthly reads.
The City of Austin is only responsible for their equipment on the City of Austin side of the meter. If there is a leak on the property side it would be up to the property owner or account holder to repair and resolve.
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, 1010 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. [redacted]’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.
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 citizens. The deposit was refunded on 2/5/2015 in the amount of $195.57. 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, 2015 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 11/30/2014 - 1/12/2015. 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.
An administrative review was conducted on Mr. [redacted] account and Austin Energy (AE) representatives reviewed all calls from Mr. [redacted] contact numbers listed on the account. AE received a call on June 13, 2013 to start utility services; the final call was on January 11, 2015 to...
disconnect the services. The administrative review determined that there was not a call to disconnect the services made from any of the contact numbers provided by Mr. [redacted]. AE did offer to work with his apartment complex and if they took responsibility for the disputed dates, AE would be happy to bill them for the usage during the dates disputed and credit Mr. [redacted]. Once the services were disconnected the deposit plus interest was refunded to the account. The deposit refund is currently pending. It usually takes about 30-45 days for the refund to be processed and mailed to the customer. The deposit refund will be sent to the forwarding address provided on the account.
We apologize for any inconvenience that you experienced while trying to make payments on the City of Austin Utilities Website. We are always looking for opportunities to serve our customers and appreciate you taking the time to contact us. Please keep in mind that signing up for E-[redacted] is...
not enrolling in the Electronic Funds Transfer (EFT) program. The E-[redacted] program provides customers the convenience of receiving their utility [redacted]ing statement via email. While enrolled in the E-[redacted] program the customer is still responsible for making their monthly payment with the various payment options provided. There is more than one way to pay your utility [redacted]ing statement. You can visit our website at www.coautilities.com and at the very bottom of the home page you will see a link labeled "Make a Quick Payment". This link will take you to a page that allows 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, you can pay by clicking the gray "[redacted] Payment Services" tab at the top of the page under the "Manage Accounts" tab. This tab allows you to pay with the above-mentioned methods as well as paying 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 Austin Energy, P.O. Box 2267, Austin, Texas 78783-2267; pay at their local HEB; or go to our Rosewood Zaragosa office at 2802 Webberville. There are payment locations at 625 East 10th Street and 505 Barton Springs Road 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 [redacted] at [redacted] using a credit card or check. [redacted] charges a separate fee per transaction. The maximum payment that can be made through the [redacted] 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. If you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.
According to the ** constitution [redacted]. RELEASE OR EXTINGUISHMENT OF INDEBTEDNESS TO STATE, COUNTY, SUBDIVISION, OR MUNICIPAL CORPORATION. The Legislature shall have no power to release or extinguish, or to authorize the releasing or extinguishing, in whole or in part, the indebtedness, liability or obligation of any corporation or individual, to this State or to any county or defined subdivision thereof, or other municipal corporation therein, except delinquent taxes which have been due for a period of at least ten years. Austin Energy is not permitted to write any balance off. In regards to identity theft, a person claiming identity theft must process their claim through the legal system and prosecute the person claiming their identity. Once a determination is made by the legal system the customer can submit their legal documents to Austin Energy to apply charges appropriately.
Resolution:
Account Number: [redacted]
Customer Name: [redacted]
Address: [redacted]
Service Date: 04-15-2015 to Present
Dispute Period: 05-26-2016
Social Security Number: [redacted]
Phone Number: [redacted]...
...⇄
Research
04-19-2016 FA ID: [redacted] Leave 24 Hour Notice (Cut for Nonpay)
04-22-2016 FA ID: [redacted] Disconnect for Non-Pay
04-22-2016 FA ID: [redacted] Reconnect
05-26-2016 FA ID: [redacted] Tampering Service Investigation (found meter with broken test seal)
05-26-2016 FA ID: [redacted] Exchange Meter
Customer was disconnected for non-payment, upon reconnect found meter on with no test seal. Meter required exchanging. [redacted] was responsible for meter during the disputed timeframe with active an account.
Summary of Administrative Review
Charge $258.13 for electric meter tampering. Responsible party is [redacted] account number [redacted].
Messages were left for Ms. [redacted] on June 16, 2016 and June 17, 2016.
Ms. [redacted] contacted City of Austin Utilities Customer Contact Center on June 20, 2016 and the tampering information was discussed with her.
A letter with direct contact information was sent to Ms. [redacted] on June 17, 2016 since representatives were unable to reach her by phone.
Ms. [redacted] can request an Administrative Hearing in writing by submitting the request to [email protected]
Complaint: [redacted]
I am rejecting this response because:
This was caused by your billing error, and I did not receive notification on the matter. My call earlier this year was to show proof of bill, so I could start paying it off. I did not set up a payment plan, since I had no proof. I can pay it in total now, just want it stricken from my credit report.
Regards,
[redacted]
The final billing statement was sent on 4/19/13 for the total $165.40 for service dates 12/18/12-2/1/2013. The statement that was paid on 2/21/2013 was for services 11/26/12 - 12/18/12 in the amount of $231.63. The payment that was made for $231.63 it was for services up to 12/18/12. Austin Energy provides the services and then bills you. The final bill was on 4/19/13 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 $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 [redacted] 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.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]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]They have been overcharging me for years. I don't have any known leaks, I've asked someone to come out here to check it and they won't send anyone. I talked to a guy in the phone and he said that the Meter may be broken but usually if I turn it in they can find nothing wrong with it. I don't know what else to do.
Complaint: [redacted]
I am rejecting this response because:I have no evidence of any contact from anyone prior to today, Feb 2nd 2015. No offer was ever made to me to check with the apartment complex and bill them and refund me. That is simply an outright lie. As I stated in my complaint. their system says I didn't attempt to cancel my service until Jan 11th which is also an outright lie or a massive failure of their system. Either way, not my concern or my fault. Any business that knowingly charges a consumer for services they know the consumer is not using has a seriously flawed moral compass. Also, it is 2015. Nothing takes 30-45 days unless the company wants it to. While the deposit is not even a large part of my complaint, I think it shows the type of company I am dealing with.I guarantee if I owed them money, they would not accept a 30-45 day delay in payment.Why would I file a complaint with the Revdex.com if the offer to work with the apartment was ever made? Doesn't make sense.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did speak with someone and it is still unacceptable processes because of computer error.
Regards,
[redacted]
The auto-pay stopped when the account was closed in error. [redacted] Utilities has recalled the information from collections and a copy of the email was sent to you for your personal records. We apologize for any inconvenience that this may have caused.
[redacted]Service Address: 12114 GREY ROCK LNAustin Energy representative spoke with [redacted] on October 15, 2015. The representative read results of Administrative Review with customer. Advised that the Water Meter re-read and water leak investigation indicated that the Water...
Meter reads are in line and there is no evidence of a water leak at meter. Mr. Dowing claimed that the service address has sprinkler system that is not in use at this time due to malfunctioning. He states that he does not have a pool on premise. Mr. Dowing does not agree with results of the Administrative Review and requests a Hearing. The representative advised him that a written request would need to be submitted to request a hearing. Mr. Dowing was at work and did not wish to take the Hearing information at that time.
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 12 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 11/14/2014 and received 11/25/14 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 12 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 512-972-7541. Thank you, [redacted] | Customer Service Rep Senior | Austin Energy[redacted]. | Austin, TX 78704
Regards,
Elaine Kovacs
Resolution:A water leak investigation was completed on the following dates:10-27-2015 – Results indicated no leak at the meter. Possible water leak on the customer side/ on property11-10-2015 - Results indicated no leak at the meter. A note was left for the customer.Customer may have...
leak on the property. No water leaks were found while the customer owned the property so there was no adjustment warranted. A customer is responsible for repairing possible leaks on the property.
[redacted] made several NSF payments to Austin Energy. Austin Energy has a policy that once 2 NSF checks have been received the account will be placed in a cash only status for 1 year. Unfortunately, [redacted] had more than 2 checks that were returned so the account has been...
placed on a cash status only. There were several notices that were sent to the customer regarding the NSF checks. Austin Energy has provided the customer with the various options to make payments since cash payments are required for the next 12 months. At this time we are not able to remove the cash only status from the account.
A water leak adjustment request was submitted due to a water leak on the customer's property in September 2015. A credit was applied to the account since the water leak was repaired. All of the information has been sent to the customer. He has also come into Austin Energy Utility Walk-In...
and this was also explained to him in person. Customers are allowed to have one water leak adjustment request per year.
Administrative Review FindingsAccount Number 3659833522 Service Address 5350 BURNET RD Unit 333Phone Number 512-865-0955Dates of Service 8/20/14- 9/1/15Bill Period in Question MAY, JUNE, JULY 2015• DAILY READS AND THIS WAS VERIFIED IN AMR AND UTILINET• METER IS TRANSMITTING...
DAILY READS AND THEY HAVE BEEN VERIFIED• USAGE INDICATE S THAT CONSUMPTION WAS USED DURING CUSTOMERS ABSENCE Monthly Consumption KWH (Electric usage):5/13/15-6/12/15 = 439 KWH6/12/15-7/14/15 = 662 KWH7/14/15-8/13/15 = 601 KWH Daily usage from 6/24/15 – 8/4/2015Date Daily Read Daily kWh High Temp Low Temp8/4/2015 40827 19 100 778/3/2015 40808 19 ...⇄ 99 758/2/2015 40789 20 ...⇄ 100 758/1/2015 40768 19 ...⇄ 99 737/31/2015 40749 18 ...⇄ 102 787/30/2015 40731 19 ...⇄ 101 757/29/2015 40712 18 ...⇄ 101 767/28/2015 40694 17 ...⇄ 100 777/27/2015 40676 17 ...⇄ 100 777/26/2015 40659 17 ...⇄ 98 767/25/2015 40642 17 ...⇄ 98 757/24/2015 40625 17 ...⇄ 99 777/23/2015 40608 17 ...⇄ 99 777/22/2015 40590 17 ...⇄ 97 777/21/2015 40573 18 ...⇄ 97 757/20/2015 40556 21 ...⇄ 97 747/19/2015 40534 25 ...⇄ 97 767/18/2015 40509 25 ...⇄ 98 777/17/2015 40484 28 ...⇄ 96 767/16/2015 40457 12 ...⇄ 95 747/15/2015 40445 3 �...⇄ 95 757/14/2015 40441 3 �...⇄ 97 747/13/2015 40438 3 �...⇄ 96 757/12/2015 40435 3 �...⇄ 94 747/11/2015 40432 17 93 737/10/2015 40415 32 ...⇄ 94 747/9/2015 40383 34 ...⇄ 93 767/8/2015 40349 34 ...⇄ 91 787/7/2015 40315 34 ...⇄ 91 787/6/2015 40281 34 ...⇄ 91 777/5/2015 40247 34 ...⇄ 91 767/4/2015 40212 34 ...⇄ 92 767/3/2015 40178 33 ...⇄ 91 767/2/2015 40144 29 ...⇄ 91 707/1/2015 40116 29 ...⇄ 91 716/30/2015 40087 20 ...⇄ 94 736/29/2015 40067 18 ...⇄ 93 746/28/2015 40049 15 ...⇄ 91 736/27/2015 40033 17 ...⇄ 91 746/26/2015 40016 19 ...⇄ 93 766/25/2015 39997 20 ...⇄ 93 736/24/2015 39977 15 ...⇄ 92 74Summary of Administrative Review• USAGE AND BILLING IS CORRECT BASED ON VERIFIED READS • INCREASE IN CONSUMPTION SEEMS TO BE INDICATIVE OF INCREASE IN WARMER TEMPERATURESThe customer’s account daily usage has been reviewed and has been verified to be correct. The billing properly reflects the monthly reads.
The City of Austin is only responsible for their equipment on the City of Austin side of the meter. If there is a leak on the property side it would be up to the property owner or account holder to repair and resolve.
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, 1010 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. [redacted]’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.
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 citizens. The deposit was refunded on 2/5/2015 in the amount of $195.57. 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, 2015 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 11/30/2014 - 1/12/2015. 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.
An administrative review was conducted on Mr. [redacted] account and Austin Energy (AE) representatives reviewed all calls from Mr. [redacted] contact numbers listed on the account. AE received a call on June 13, 2013 to start utility services; the final call was on January 11, 2015 to...
disconnect the services. The administrative review determined that there was not a call to disconnect the services made from any of the contact numbers provided by Mr. [redacted]. AE did offer to work with his apartment complex and if they took responsibility for the disputed dates, AE would be happy to bill them for the usage during the dates disputed and credit Mr. [redacted]. Once the services were disconnected the deposit plus interest was refunded to the account. The deposit refund is currently pending. It usually takes about 30-45 days for the refund to be processed and mailed to the customer. The deposit refund will be sent to the forwarding address provided on the account.
We apologize for any inconvenience that you experienced while trying to make payments on the City of Austin Utilities Website. We are always looking for opportunities to serve our customers and appreciate you taking the time to contact us. Please keep in mind that signing up for E-[redacted] is...
not enrolling in the Electronic Funds Transfer (EFT) program. The E-[redacted] program provides customers the convenience of receiving their utility [redacted]ing statement via email. While enrolled in the E-[redacted] program the customer is still responsible for making their monthly payment with the various payment options provided. There is more than one way to pay your utility [redacted]ing statement. You can visit our website at www.coautilities.com and at the very bottom of the home page you will see a link labeled "Make a Quick Payment". This link will take you to a page that allows 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, you can pay by clicking the gray "[redacted] Payment Services" tab at the top of the page under the "Manage Accounts" tab. This tab allows you to pay with the above-mentioned methods as well as paying 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 Austin Energy, P.O. Box 2267, Austin, Texas 78783-2267; pay at their local HEB; or go to our Rosewood Zaragosa office at 2802 Webberville. There are payment locations at 625 East 10th Street and 505 Barton Springs Road 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 [redacted] at [redacted] using a credit card or check. [redacted] charges a separate fee per transaction. The maximum payment that can be made through the [redacted] 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. If you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.
Ms. [redacted] spoke to our customer contact center on May 5, 2015 and the issue has been resolved and her services have been started.
According to the ** constitution [redacted]. RELEASE OR EXTINGUISHMENT OF INDEBTEDNESS TO STATE, COUNTY, SUBDIVISION, OR MUNICIPAL CORPORATION. The Legislature shall have no power to release or extinguish, or to authorize the releasing or extinguishing, in whole or in part, the indebtedness, liability or obligation of any corporation or individual, to this State or to any county or defined subdivision thereof, or other municipal corporation therein, except delinquent taxes which have been due for a period of at least ten years. Austin Energy is not permitted to write any balance off. In regards to identity theft, a person claiming identity theft must process their claim through the legal system and prosecute the person claiming their identity. Once a determination is made by the legal system the customer can submit their legal documents to Austin Energy to apply charges appropriately.
Resolution:
Account Number: [redacted]
Customer Name: [redacted]
Address: [redacted]
Service Date: 04-15-2015 to Present
Dispute Period: 05-26-2016
Social Security Number: [redacted]
Phone Number: [redacted]...
...⇄
Research
04-19-2016 FA ID: [redacted] Leave 24 Hour Notice (Cut for Nonpay)
04-22-2016 FA ID: [redacted] Disconnect for Non-Pay
04-22-2016 FA ID: [redacted] Reconnect
05-26-2016 FA ID: [redacted] Tampering Service Investigation (found meter with broken test seal)
05-26-2016 FA ID: [redacted] Exchange Meter
Customer was disconnected for non-payment, upon reconnect found meter on with no test seal. Meter required exchanging. [redacted] was responsible for meter during the disputed timeframe with active an account.
Summary of Administrative Review
Charge $258.13 for electric meter tampering. Responsible party is [redacted] account number [redacted].
Messages were left for Ms. [redacted] on June 16, 2016 and June 17, 2016.
Ms. [redacted] contacted City of Austin Utilities Customer Contact Center on June 20, 2016 and the tampering information was discussed with her.
A letter with direct contact information was sent to Ms. [redacted] on June 17, 2016 since representatives were unable to reach her by phone.
Ms. [redacted] can request an Administrative Hearing in writing by submitting the request to [email protected]
Complaint: [redacted]
I am rejecting this response because:
This was caused by your billing error, and I did not receive notification on the matter. My call earlier this year was to show proof of bill, so I could start paying it off. I did not set up a payment plan, since I had no proof. I can pay it in total now, just want it stricken from my credit report.
Regards,
[redacted]
The final billing statement was sent on 4/19/13 for the total $165.40 for service dates 12/18/12-2/1/2013. The statement that was paid on 2/21/2013 was for services 11/26/12 - 12/18/12 in the amount of $231.63. The payment that was made for $231.63 it was for services up to 12/18/12. Austin Energy provides the services and then bills you. The final bill was on 4/19/13 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 $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 [redacted] 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.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]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]They have been overcharging me for years. I don't have any known leaks, I've asked someone to come out here to check it and they won't send anyone. I talked to a guy in the phone and he said that the Meter may be broken but usually if I turn it in they can find nothing wrong with it. I don't know what else to do.
Complaint: [redacted]
I am rejecting this response because:I have no evidence of any contact from anyone prior to today, Feb 2nd 2015. No offer was ever made to me to check with the apartment complex and bill them and refund me. That is simply an outright lie. As I stated in my complaint. their system says I didn't attempt to cancel my service until Jan 11th which is also an outright lie or a massive failure of their system. Either way, not my concern or my fault. Any business that knowingly charges a consumer for services they know the consumer is not using has a seriously flawed moral compass. Also, it is 2015. Nothing takes 30-45 days unless the company wants it to. While the deposit is not even a large part of my complaint, I think it shows the type of company I am dealing with.I guarantee if I owed them money, they would not accept a 30-45 day delay in payment.Why would I file a complaint with the Revdex.com if the offer to work with the apartment was ever made? Doesn't make sense.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did speak with someone and it is still unacceptable processes because of computer error.
Regards,
[redacted]
The auto-pay stopped when the account was closed in error. [redacted] Utilities has recalled the information from collections and a copy of the email was sent to you for your personal records. We apologize for any inconvenience that this may have caused.
[redacted]Service Address: 12114 GREY ROCK LNAustin Energy representative spoke with [redacted] on October 15, 2015. The representative read results of Administrative Review with customer. Advised that the Water Meter re-read and water leak investigation indicated that the Water...
Meter reads are in line and there is no evidence of a water leak at meter. Mr. Dowing claimed that the service address has sprinkler system that is not in use at this time due to malfunctioning. He states that he does not have a pool on premise. Mr. Dowing does not agree with results of the Administrative Review and requests a Hearing. The representative advised him that a written request would need to be submitted to request a hearing. Mr. Dowing was at work and did not wish to take the Hearing information at that time.
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 12 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 11/14/2014 and received 11/25/14 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 12 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 512-972-7541. Thank you, [redacted] | Customer Service Rep Senior | Austin Energy[redacted]. | Austin, TX 78704
Regards,
Elaine Kovacs