Complaint: [redacted]
I am rejecting this response because:This is a canned response without even reading all the documentation I submitted. It is unethical to bill me for waste water that is not being used. I request that austin Energy installs a meter to measure my actual waste water usage.
Regards,
[redacted]
Revdex.com ID [redacted] Customer Information: [redacted] [redacted] According to [redacted] Energy’s (AE) Rules and Regulations all customer are charges a deposit. Residential and Commercial Customers...
are charged a deposit. The City of [redacted] 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; or 3) 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." In reference to the customer’s Revdex.com concerns, her deposit was waived once the necessary qualifying documentation was received. The first billing statement for the customer processed on November 14, 2014 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 deposit. Ms. Ramirez’s documentation referred to as the Letter of Credit (LOR) was received on November 20, 2014 and the $200.00 residential security deposit was waived.
Your request to be removed from the GreenChoice program is currently being processed. If you have any questions regarding GreenChoice please contact our Customer Contact Center at [redacted] You should see the change reflected on your next billing statement.
am rejecting this response because:
Regards,This doesn't address the refund that I'm owed for part over charges due to their error in charging me the business rate for green choice when I'm a residential customer. This activity is becoming more and more suspicious.
[redacted]
Complaint: [redacted]
I am rejecting this response because:First things first. My name is [redacted] not Dowing. I was contacted by a representative with Austin Energy. They
claimed that after an investigation, “by them”, that there was nothing wrong
with the meter. I doubt there was no bias employed during the investigation to
the correctness of the meter. It is also interesting that the hundreds of other
people who were overcharge received the same excuse by Austin Energy. I do not own a pool yet the amount of water they are
charging me for would have filled nearly two of them. I do not use a sprinkler system
and if they came by residence, during the time when they claim I used the 32000
plus gallons of water, the dead grass in the front yard would have proved that
to them. My job keeps me extremely busy and I do not have the time to
go down to Austin Energy. I believe that even if I “scheduled a hearing” that regardless
of the evidence that I presented to them that they would just regurgitate the same
excuse that they have been giving me for the past 4 months. That the meter says
this so you have to pay it.
Regards,
[redacted]
ADMINISTRATIVE REVIEW
WATER HIGH CONSUMPTIONAccount number: [redacted] Service address: [redacted] [redacted]Phone number: [redacted]Dates of service: 6-17-2013Bill period in question: Customer is disputing consistently high usage for yearsResearch• 8/15/16 – Water...
Leak Investigation completed - no leaks found (read 6294 4, 000 gal)7/08/16 - 8/8/16 = 21, 000 gal6/07/16 - 7/08/16 = 22, 200 gal5/06/16 - 6/07/16 = 20, 100 gal7/08/15 - 8/07/15 = 43, 300 gal6/08/15 - 7/08/15 = 11, 700 gal5/05/15 - 6/08/15 = 18, 200 gal7/10/14 - 8/08/14 = 4, 800 gal6/09/14 - 7/10/14 = 4, 800 gal5/08/14 - 6/09/14 = 3, 400 galSummary of Administrative ReviewUsage and billing is correct based on verified reads. Reads are sequentially in line based on historical usage. [redacted] Utilities is responsible for delivery of the service and to make sure that the equipment is working properly. A water leak check was conducted on August 15, 2016 and it was determined that the water meter is working properly and there was not a leak detected at the meter. Austin Water is responsible for maintaining and replacing water mains throughout the service area. Property owners are responsible for the service lines past the meter (private side) and internal plumbing.
Mr. [redacted] would be responsible for any water usage past the meter. If there is leak detected and repaired on the property Mr. [redacted] can apply for a water leak allowance. Contact Customer Care ([redacted] within 90 days of leak repair. The following will be required to apply for a water leak allowance:
o A copy of the repair receipt or paid in full invoice
o Your Austin Water account number
o The property address where the repair took place
o Range of high bill dates caused by the leak
o The date and description of the repair
Mr. [redacted],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.
Revdex.com ID [redacted]CUSTOMER EXPERIENCE INFORMATION Customer Information: [redacted] Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted] The details of this matter are as...
follows: Complaint Involves: Billing or Collection Issues Customer’s Statement of the Problem: My complaint is in regards to billing/payment issue. On August 12 ,I made a payment of $55.00 dollars with my credit card using bill matrix. I wanted to have an advance credit before my September bill was due. The total of my full bill is $396.46,on the 9/1 .I paid 341.46 thinking I could have my $55 00 payment to be me counted for the remaining balance. When I called the [redacted] to straighten out this.I was told by a customer service I would still.have to pay $55.00 dollars,because that was paid before the bill generated. I would like to please have that $55.00 dollars applied to my account for this month,or refunded to my credit card if it can not be applied to my bill.Because I already paid $55.00 dollars and have to still pay ???.What about the 55.00 they already got early???.. Complaint Background: Product/Service: Payment/billing Purchase Date: 8/12/2017 Problem Occurred: 9/5/2017 Model: Account Number: [redacted] Order Number: [redacted] Talked to Company: 9/5/2017 Name of Salesperson: Purchase Price: $55.00 Disputed Amount: $55.00 Desired Settlement: I would like my credit.applied to my Austin energy account of $55 00 I paid in advance on August 12,,or refunded back the $55.00 if I still have to pay a second $55.00. Resolution: The payment of $55.00 posted toward the past due balance on the account on August 12, 2017. The payment was applied to your payment arrangement.
When you made your payment the session had timed out and then the second payment was submitted.If a customers’ browser times out, they may not see the confirmation window. If the payment went through, the customer will still receive an email receipt (if they entered their email address) and it...
will show up on our end under the Transaction Report. If the customer accidently makes a second payment and requests a refund, the process will depend on how much time has passed since the payment was made.· If it is still the same day of the transaction, before 5pm, refer the customer to PayLeap Customer Service at 1-877-472-9532 to void the payment.· If it is later, the payment will be applied to the CC&B account. After the payment applies to the account, if there is a credit, it can be refunded. You’ll submit a Billing Payment Research Request. The refund will be processed as a check to arrive in 7-14 days.Your refund was processed 08-06-2015 CBR #[redacted] in the amount of $ [redacted] ** [redacted]We apologize for any inconvenience that this may have caused.
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 $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.” [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.
Complaint: [redacted]
I am rejecting this response because:I do not have time nor should I have to come in and resolve Austin Energy's mistake. The evidence is clear that this is a city wide problem. It is no coincidence that hundreds of people experienced the same problem, in the same month, that I did. Either these bills are being deliberately modified or there is something really messed up with the meters. I have already spoken with representatives with Austin Energy. They cannot explain explain the spike (By 5 times the normal amount) in the water usage. They agree it does not coincide with what I normally use and it was just a sudden unexplainable spike. If Austin Energy cannot explain why these ridiculous readings are being read they should not be charging me for them.Since either the equipment or the readers of it are malfunctioning the only bill I will accept is one for my normal/average usage (which excludes this sudden spike in usage).
Regards,
[redacted]
I apologize if you have not been provided clear information and still have questions. Please feel free to come to any walk in facility at your convenience and we will be happy to go over all of the information that you have any questions about.
Revdex.com ID [redacted]
Customer Information:[redacted] [redacted] ** [redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:Complaint Involves:Billing or Collection Issues Customer’s Statement of the...
Problem:Five years ago, upon receiving my first bill from City of Austin, I complained that I had to pay for "Street Service" because I do not own a car, that I walk everywhere, why should I have to pay for maintenance of streets? I was told by the City of Austin employee that "it doesn't matter, everybody has to pay for it." The employee was rude and dismissive, as if my concerns meant nothing. I recently called them again to complain about back-billing me for 6 months of "anti-litter, etc." (another thing I shouldn't have to pay for, since I don't litter) and when I mentioned the condition of sidewalks as an aside because I walk everywhere, I was asked if I would like to be exempt from paying for street service (which, I was told, is not something they advertise, they only offer it to people who do not own a vehicle & who complain). I told her I complained about having to pay it 5 years ago and was told it doesn't matter. I have now overpaid the City of Austin a total of 339.57 for "street service" after I should have been exempted out of it. Not including my next bill for 8.76, which brings the total to 348.33 US dollars. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Complaint Background:Product/Service: ElectricityPurchase Date: 5/29/2012Problem Occurred: 6/22/2012Account Number: [redacted]Talked to Company: 6/29/2012Disputed Amount: $348.33 Desired Settlement: Three hundred forty-eight dollars and thirty-three cents ($348.33) in the form of a cashier's check within the next thirty (30) days. Also, they should be required to include, with each and every bill, special exemptions of this and any other type, so that people who are exempt from certain aspects of their services are made aware of it. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Resolution:
After Investigating the account your concerns were originally about “Anti-Litter Fee” and it was explained at that time that the “Anti-Litter Fee” is assessed to all customers that have City of Austin Utilities. All residents in Austin, including single-family homes and apartment and condo dwellers, also pay a monthly Clean Community Fee, previously the Anti-Litter Fee, for services that keep Austin clean and enhance the livability of our neighborhoods and the downtown area. The Clean Community Fee also covers the enforcement of some City codes. This fee is not eligible for exemption.
The Transportation User Fee (TUF) supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee.
The Transportation User Fee supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee.
The Transportation User Fee can be exempt from the date of the request; however, it cannot be credited back retroactively prior to the request of the Transportation User Fee exemption.
The text for the Transportation User Fee and the exemption are found in 14-10 of the Austin City Code as follows:
CHAPTER 14-10. - TRANSPORTATION USER FEE.
§ 14-10-1 - DEFINITIONS.
(A) In this chapter:
(1) BENEFITTED PROPERTY means:
(a) a residence;
(B) a business; or
(c) a lot or parcel on which improvements have been constructed and that generates motor vehicle trips.
(2) DIRECTOR means the director of the Public Works Department.
(3) MOTOR VEHICLE TRIP means each departure from and each arrival to a property by a motor vehicle.
(4) TRANSPORTATION USER FEE means the fee established by this chapter.
(5) TRANSPORTATION SYSTEM means:
(a) the structures, traffic controls, streets, rights-of-way, bridges, alleys, and other facilities that are dedicated to the use of vehicular traffic, and accessory pedestrian facilities such as sidewalks; and
(b) the acquisition, construction, operation, administration, repair, maintenance, improvement, and extension of those facilities.
(6) TRIP FACTOR means the number of trips per acre per day assumed for a developed use divided by 40 and rounded up to the nearest tenth.
(7) USER means the person who is responsible for the payment of charges on a City utility meter for a benefitted property.
(B) In this chapter:
(1) Uses of property have the same meanings they have in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), except that the description of a use does not exclude a use included in a more specific category.
(2) A residential use includes any use described in Section 25-2-3 (Residential Uses Described).
(3) A non-residential use includes any use described in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), other than the uses described in Section 25-2-3 (Residential Uses Described).
Source: 1992 Code Section 15-6-1; Ord. 031204-12; Ord. 031211-11.
(The exemption for non-motorists is listed under 14-10-14(D) (1).)
§ 14-10-14 - EXEMPTIONS.
(A) This chapter does not apply to the state, a county, an independent school district, or a public institution of higher education.
(B) This chapter does not apply to a property that is vacant. The director may adopt any reasonable method to determine whether a property is vacant.
(C) This chapter does not apply to a property that is used only for off-street parking.
(D) A user of a residential property may apply for and receive an exemption from this chapter if:
(1) the user does not own or regularly use a private motor vehicle for transportation; or
(2) the user is 65 years of age or older.
(E) A user entitled to an exemption under this section must notify the director of the applicable exemption. A fee paid before the director is notified of an exemption may not be refunded.
Source: 1992 Code Section 15-6-14; Ord. 031204-12; Ord. 031211-11; Ord. 040902-40.
Your account is not coded as exempt from the Transportation User Fee. We apologize for any inconvenience that you may have experienced.
[redacted], Customer Service Supervisor with City of Austin Utilities / Austin Energy (AE) can be contacted directly at [redacted] or by email at [redacted] should you continue to have questions or concerns for City of Austin Utilities.
Complaint: [redacted]
I am rejecting this response because: Austin Energy refuses to resolve this matter in an amicable way therefore I have no choice but to move my complaint on to someone who will work to rectify the matter. I really wished you cared more about your customers but I guess having a monopoly on energy services makes you believe that you can be a bully as well.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Only rejecting because nothing has hit my hand or bank account yet. I 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 returned. Revdex.com only allows 6 days to respond and then closes automatically so I am rejecting for now so this automatic closing does not happen.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Austin Energy just copied and pasted their last response. If they can't even spell my name correctly, why should any of the information they provide be viewed as creditable? Their practice of overcharging Austin residents needs to be investigated.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The explanation of my water leak adjustment was not explained thoroughly to me at any time. Please disprove this with a record of that conversation. It was also never explained to me in person, that is a lie. My walk in to the physical location was about a confusion created by your billing department 2 months before the adjustment was even created for my 2015 water leak. In addition, the explanation I was given in the walk in situation was incorrect for my problem at the time, and the action I took because of that information created penalties I had to deal with later. What you have just recorded as a response is a lie and should be treated as such.What you have given as a response is incorrect and misleading. I have ordered a 12 month audit of my account with a supervisor last week because I fully believe your billing department is either intentionally mishandling accounts, or incompetent, neither of which are acceptable.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:This is a canned response without even reading all the documentation I submitted. It is unethical to bill me for waste water that is not being used. I request that austin Energy installs a meter to measure my actual waste water usage.
Regards,
[redacted]
Hello,
I'm not sure it this is where I'm supposed to notify you, but my case has been resolved. Thank you.
Revdex.com ID [redacted] Customer Information: [redacted] [redacted] According to [redacted] Energy’s (AE) Rules and Regulations all customer are charges a deposit. Residential and Commercial Customers...
are charged a deposit. The City of [redacted] 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; or 3) 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." In reference to the customer’s Revdex.com concerns, her deposit was waived once the necessary qualifying documentation was received. The first billing statement for the customer processed on November 14, 2014 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 deposit. Ms. Ramirez’s documentation referred to as the Letter of Credit (LOR) was received on November 20, 2014 and the $200.00 residential security deposit was waived.
Your request to be removed from the GreenChoice program is currently being processed. If you have any questions regarding GreenChoice please contact our Customer Contact Center at [redacted] You should see the change reflected on your next billing statement.
Complaint: [redacted]
I...
am rejecting this response because:
Regards,This doesn't address the refund that I'm owed for part over charges due to their error in charging me the business rate for green choice when I'm a residential customer. This activity is becoming more and more suspicious.
[redacted]
Complaint: [redacted]
I am rejecting this response because:First things first. My name is [redacted] not Dowing. I was contacted by a representative with Austin Energy. They
claimed that after an investigation, “by them”, that there was nothing wrong
with the meter. I doubt there was no bias employed during the investigation to
the correctness of the meter. It is also interesting that the hundreds of other
people who were overcharge received the same excuse by Austin Energy. I do not own a pool yet the amount of water they are
charging me for would have filled nearly two of them. I do not use a sprinkler system
and if they came by residence, during the time when they claim I used the 32000
plus gallons of water, the dead grass in the front yard would have proved that
to them. My job keeps me extremely busy and I do not have the time to
go down to Austin Energy. I believe that even if I “scheduled a hearing” that regardless
of the evidence that I presented to them that they would just regurgitate the same
excuse that they have been giving me for the past 4 months. That the meter says
this so you have to pay it.
Regards,
[redacted]
ADMINISTRATIVE REVIEW
WATER HIGH CONSUMPTIONAccount number: [redacted] Service address: [redacted] [redacted]Phone number: [redacted]Dates of service: 6-17-2013Bill period in question: Customer is disputing consistently high usage for yearsResearch• 8/15/16 – Water...
Leak Investigation completed - no leaks found (read 6294 4, 000 gal)7/08/16 - 8/8/16 = 21, 000 gal6/07/16 - 7/08/16 = 22, 200 gal5/06/16 - 6/07/16 = 20, 100 gal7/08/15 - 8/07/15 = 43, 300 gal6/08/15 - 7/08/15 = 11, 700 gal5/05/15 - 6/08/15 = 18, 200 gal7/10/14 - 8/08/14 = 4, 800 gal6/09/14 - 7/10/14 = 4, 800 gal5/08/14 - 6/09/14 = 3, 400 galSummary of Administrative ReviewUsage and billing is correct based on verified reads. Reads are sequentially in line based on historical usage. [redacted] Utilities is responsible for delivery of the service and to make sure that the equipment is working properly. A water leak check was conducted on August 15, 2016 and it was determined that the water meter is working properly and there was not a leak detected at the meter. Austin Water is responsible for maintaining and replacing water mains throughout the service area. Property owners are responsible for the service lines past the meter (private side) and internal plumbing.
Mr. [redacted] would be responsible for any water usage past the meter. If there is leak detected and repaired on the property Mr. [redacted] can apply for a water leak allowance. Contact Customer Care ([redacted] within 90 days of leak repair. The following will be required to apply for a water leak allowance:
o A copy of the repair receipt or paid in full invoice
o Your Austin Water account number
o The property address where the repair took place
o Range of high bill dates caused by the leak
o The date and description of the repair
Mr. [redacted],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.
The refund check for $590.28 was mailed to the customer to the billing address listed on the account on 7.17.15.
Revdex.com ID [redacted]CUSTOMER EXPERIENCE INFORMATION Customer Information: [redacted] Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted] The details of this matter are as...
follows: Complaint Involves: Billing or Collection Issues Customer’s Statement of the Problem: My complaint is in regards to billing/payment issue. On August 12 ,I made a payment of $55.00 dollars with my credit card using bill matrix. I wanted to have an advance credit before my September bill was due. The total of my full bill is $396.46,on the 9/1 .I paid 341.46 thinking I could have my $55 00 payment to be me counted for the remaining balance. When I called the [redacted] to straighten out this.I was told by a customer service I would still.have to pay $55.00 dollars,because that was paid before the bill generated. I would like to please have that $55.00 dollars applied to my account for this month,or refunded to my credit card if it can not be applied to my bill.Because I already paid $55.00 dollars and have to still pay ???.What about the 55.00 they already got early???.. Complaint Background: Product/Service: Payment/billing Purchase Date: 8/12/2017 Problem Occurred: 9/5/2017 Model: Account Number: [redacted] Order Number: [redacted] Talked to Company: 9/5/2017 Name of Salesperson: Purchase Price: $55.00 Disputed Amount: $55.00 Desired Settlement: I would like my credit.applied to my Austin energy account of $55 00 I paid in advance on August 12,,or refunded back the $55.00 if I still have to pay a second $55.00. Resolution: The payment of $55.00 posted toward the past due balance on the account on August 12, 2017. The payment was applied to your payment arrangement.
When you made your payment the session had timed out and then the second payment was submitted.If a customers’ browser times out, they may not see the confirmation window. If the payment went through, the customer will still receive an email receipt (if they entered their email address) and it...
will show up on our end under the Transaction Report. If the customer accidently makes a second payment and requests a refund, the process will depend on how much time has passed since the payment was made.· If it is still the same day of the transaction, before 5pm, refer the customer to PayLeap Customer Service at 1-877-472-9532 to void the payment.· If it is later, the payment will be applied to the CC&B account. After the payment applies to the account, if there is a credit, it can be refunded. You’ll submit a Billing Payment Research Request. The refund will be processed as a check to arrive in 7-14 days.Your refund was processed 08-06-2015 CBR #[redacted] in the amount of $ [redacted] ** [redacted]We apologize for any inconvenience that this may have caused.
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 $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.” [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.
Complaint: [redacted]
I am rejecting this response because:I do not have time nor should I have to come in and resolve Austin Energy's mistake. The evidence is clear that this is a city wide problem. It is no coincidence that hundreds of people experienced the same problem, in the same month, that I did. Either these bills are being deliberately modified or there is something really messed up with the meters. I have already spoken with representatives with Austin Energy. They cannot explain explain the spike (By 5 times the normal amount) in the water usage. They agree it does not coincide with what I normally use and it was just a sudden unexplainable spike. If Austin Energy cannot explain why these ridiculous readings are being read they should not be charging me for them.Since either the equipment or the readers of it are malfunctioning the only bill I will accept is one for my normal/average usage (which excludes this sudden spike in usage).
Regards,
[redacted]
I apologize if you have not been provided clear information and still have questions. Please feel free to come to any walk in facility at your convenience and we will be happy to go over all of the information that you have any questions about.
Revdex.com ID [redacted]
Customer Information:[redacted] [redacted] ** [redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:Complaint Involves:Billing or Collection Issues Customer’s Statement of the...
Problem:Five years ago, upon receiving my first bill from City of Austin, I complained that I had to pay for "Street Service" because I do not own a car, that I walk everywhere, why should I have to pay for maintenance of streets? I was told by the City of Austin employee that "it doesn't matter, everybody has to pay for it." The employee was rude and dismissive, as if my concerns meant nothing. I recently called them again to complain about back-billing me for 6 months of "anti-litter, etc." (another thing I shouldn't have to pay for, since I don't litter) and when I mentioned the condition of sidewalks as an aside because I walk everywhere, I was asked if I would like to be exempt from paying for street service (which, I was told, is not something they advertise, they only offer it to people who do not own a vehicle & who complain). I told her I complained about having to pay it 5 years ago and was told it doesn't matter. I have now overpaid the City of Austin a total of 339.57 for "street service" after I should have been exempted out of it. Not including my next bill for 8.76, which brings the total to 348.33 US dollars. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Complaint Background:Product/Service: ElectricityPurchase Date: 5/29/2012Problem Occurred: 6/22/2012Account Number: [redacted]Talked to Company: 6/29/2012Disputed Amount: $348.33 Desired Settlement: Three hundred forty-eight dollars and thirty-three cents ($348.33) in the form of a cashier's check within the next thirty (30) days. Also, they should be required to include, with each and every bill, special exemptions of this and any other type, so that people who are exempt from certain aspects of their services are made aware of it. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Resolution:
After Investigating the account your concerns were originally about “Anti-Litter Fee” and it was explained at that time that the “Anti-Litter Fee” is assessed to all customers that have City of Austin Utilities. All residents in Austin, including single-family homes and apartment and condo dwellers, also pay a monthly Clean Community Fee, previously the Anti-Litter Fee, for services that keep Austin clean and enhance the livability of our neighborhoods and the downtown area. The Clean Community Fee also covers the enforcement of some City codes. This fee is not eligible for exemption.
The Transportation User Fee (TUF) supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee.
The Transportation User Fee supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee.
The Transportation User Fee can be exempt from the date of the request; however, it cannot be credited back retroactively prior to the request of the Transportation User Fee exemption.
The text for the Transportation User Fee and the exemption are found in 14-10 of the Austin City Code as follows:
CHAPTER 14-10. - TRANSPORTATION USER FEE.
§ 14-10-1 - DEFINITIONS.
(A) In this chapter:
(1) BENEFITTED PROPERTY means:
(a) a residence;
(B) a business; or
(c) a lot or parcel on which improvements have been constructed and that generates motor vehicle trips.
(2) DIRECTOR means the director of the Public Works Department.
(3) MOTOR VEHICLE TRIP means each departure from and each arrival to a property by a motor vehicle.
(4) TRANSPORTATION USER FEE means the fee established by this chapter.
(5) TRANSPORTATION SYSTEM means:
(a) the structures, traffic controls, streets, rights-of-way, bridges, alleys, and other facilities that are dedicated to the use of vehicular traffic, and accessory pedestrian facilities such as sidewalks; and
(b) the acquisition, construction, operation, administration, repair, maintenance, improvement, and extension of those facilities.
(6) TRIP FACTOR means the number of trips per acre per day assumed for a developed use divided by 40 and rounded up to the nearest tenth.
(7) USER means the person who is responsible for the payment of charges on a City utility meter for a benefitted property.
(B) In this chapter:
(1) Uses of property have the same meanings they have in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), except that the description of a use does not exclude a use included in a more specific category.
(2) A residential use includes any use described in Section 25-2-3 (Residential Uses Described).
(3) A non-residential use includes any use described in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), other than the uses described in Section 25-2-3 (Residential Uses Described).
Source: 1992 Code Section 15-6-1; Ord. 031204-12; Ord. 031211-11.
(The exemption for non-motorists is listed under 14-10-14(D) (1).)
§ 14-10-14 - EXEMPTIONS.
(A) This chapter does not apply to the state, a county, an independent school district, or a public institution of higher education.
(B) This chapter does not apply to a property that is vacant. The director may adopt any reasonable method to determine whether a property is vacant.
(C) This chapter does not apply to a property that is used only for off-street parking.
(D) A user of a residential property may apply for and receive an exemption from this chapter if:
(1) the user does not own or regularly use a private motor vehicle for transportation; or
(2) the user is 65 years of age or older.
(E) A user entitled to an exemption under this section must notify the director of the applicable exemption. A fee paid before the director is notified of an exemption may not be refunded.
Source: 1992 Code Section 15-6-14; Ord. 031204-12; Ord. 031211-11; Ord. 040902-40.
Your account is not coded as exempt from the Transportation User Fee. We apologize for any inconvenience that you may have experienced.
[redacted], Customer Service Supervisor with City of Austin Utilities / Austin Energy (AE) can be contacted directly at [redacted] or by email at [redacted] should you continue to have questions or concerns for City of Austin Utilities.
Complaint: [redacted]
I am rejecting this response because: Austin Energy refuses to resolve this matter in an amicable way therefore I have no choice but to move my complaint on to someone who will work to rectify the matter. I really wished you cared more about your customers but I guess having a monopoly on energy services makes you believe that you can be a bully as well.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Only rejecting because nothing has hit my hand or bank account yet. I 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 returned. Revdex.com only allows 6 days to respond and then closes automatically so I am rejecting for now so this automatic closing does not happen.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Austin Energy just copied and pasted their last response. If they can't even spell my name correctly, why should any of the information they provide be viewed as creditable? Their practice of overcharging Austin residents needs to be investigated.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The explanation of my water leak adjustment was not explained thoroughly to me at any time. Please disprove this with a record of that conversation. It was also never explained to me in person, that is a lie. My walk in to the physical location was about a confusion created by your billing department 2 months before the adjustment was even created for my 2015 water leak. In addition, the explanation I was given in the walk in situation was incorrect for my problem at the time, and the action I took because of that information created penalties I had to deal with later. What you have just recorded as a response is a lie and should be treated as such.What you have given as a response is incorrect and misleading. I have ordered a 12 month audit of my account with a supervisor last week because I fully believe your billing department is either intentionally mishandling accounts, or incompetent, neither of which are acceptable.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]