The original bill was canceled and a new corrected bill with the start date of 9/11/14 was reissued to Mr. [redacted] on 3/24/15. We apologize for any inconvenience. If you have any additional questions please feel free to contact Nikkii Abbott at ###-###-####.
Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding your concerns about the deposit policy for your Austin Energy Account. First, please let me begin by thanking you for your patience while we researched your account information. All complaints are...
important to us, so we take the necessary time to research the complaints thoroughly and respond accordingly. We always appreciate customers taking the time to contact us with their concerns and providing us the opportunity to make improvements to better serve City of Austin citizens. You had some concerns regarding Austin Energy’s residential deposit policy; all Austin Energy accounts are required to either pay a security deposit of $200.00 that is billed on the first bill or show deposit waiver qualification. To qualify for a deposit waiver, the account holder must show good payment history with either Austin Energy or a previous metered utility provider. The previous metered utility provider can provide a letter of reference indicating the good payment history. 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. 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 metered 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.” The Letter of Credit that was received was under a name that was not listed as an authorized account holder with Austin Energy. That the name was added at a later date; however, the first bill including the consumption charges and deposit was not paid by the due date. The consumption charges were not paid by the due date while disputing the security deposit. We are unable to waive the deposit due to the fact that you requested an extension. Even when an extension is requested and the bill is paid, if it is not paid by the due date it is considered late. Your deposit will be refunded to the account with interest once 12 months of payments have been made by the due date or if the account closes. Again, thank you for bringing your concern to our attention. We sincerely apologize for any inconvenience that this may have caused. In the event that you have any additional questions, please contact [redacted], Customer Service Supervisor at [redacted], or by e-mail at [redacted]
This is a weatherization customer whose home had repairs that needed to be made outside the scope of the program. The customer claims that the damage is from the contractor performing the weatherization work. The contractor claims that they repaired the damage they did and what is left...
was already present. Since Austin Energy Weatherization program does not have photos to support either of the claims we referred the customer to one of our home repair coalition partners. Austin Energy arranged for American Youthworks to repair the damage. They met with the customer, assessed the damage, and then did not return to do the repairs. Austin Energy tried several times to get American Youthworks out there, but was not successful. Austin Energy is planning to have another agency repair the home as quickly as possible. The weatherization program coordinators have been in contact with the customer’s daughter to give her updates on the process. For any additional questions please feel free to contact [redacted] Energy Efficiency Services Manager, Energy Efficiency Services with Austin Energy directly at [redacted]
Thank you for your recent payment.
At the time of the disconnection of the services there was not another address provided other than the service address on the referenced account. City of Austin Utilities / Austin Energy sent a closing bill to the service address when the account...
closed. City of Austin Utilities / Austin Energy sent two notices, one in January, and the second notice in March 2014.
When the bill was not paid the account was turned over to a collection agency in order to attempt to collect the debt. The account has now been paid and has a zero balance. The updated account information has been sent to the collection agencies so that the record can be updated as paid in full.
We apologize for any inconvenience that this may have caused.
Austin Energy reviewed the calls and log notes regarding the utility account and there was not any request to disconnect services with the utility company until May 2016. We do understand that you were evicted from the property; however, no one notified Austin Energy to disconnect the...
utility services. Please refer to your previous property management to see if they are willing to work something out with you.
The original bill was canceled and a new corrected bill with the start date of 9/11/14 was reissued to Mr. [redacted] on 3/24/15. We apologize for any inconvenience. If you have any additional questions please feel free to contact Nikkii Abbott at ###-###-####.
Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding your concerns about the deposit policy for your Austin Energy Account. First, please let me begin by thanking you for your patience while we researched your account information. All complaints are...
important to us, so we take the necessary time to research the complaints thoroughly and respond accordingly. We always appreciate customers taking the time to contact us with their concerns and providing us the opportunity to make improvements to better serve City of Austin citizens. You had some concerns regarding Austin Energy’s residential deposit policy; all Austin Energy accounts are required to either pay a security deposit of $200.00 that is billed on the first bill or show deposit waiver qualification. To qualify for a deposit waiver, the account holder must show good payment history with either Austin Energy or a previous metered utility provider. The previous metered utility provider can provide a letter of reference indicating the good payment history. 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. 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 metered 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.” The Letter of Credit that was received was under a name that was not listed as an authorized account holder with Austin Energy. That the name was added at a later date; however, the first bill including the consumption charges and deposit was not paid by the due date. The consumption charges were not paid by the due date while disputing the security deposit. We are unable to waive the deposit due to the fact that you requested an extension. Even when an extension is requested and the bill is paid, if it is not paid by the due date it is considered late. Your deposit will be refunded to the account with interest once 12 months of payments have been made by the due date or if the account closes. Again, thank you for bringing your concern to our attention. We sincerely apologize for any inconvenience that this may have caused. In the event that you have any additional questions, please contact [redacted], Customer Service Supervisor at [redacted], or by e-mail at [redacted]
This is a weatherization customer whose home had repairs that needed to be made outside the scope of the program. The customer claims that the damage is from the contractor performing the weatherization work. The contractor claims that they repaired the damage they did and what is left...
was already present. Since Austin Energy Weatherization program does not have photos to support either of the claims we referred the customer to one of our home repair coalition partners. Austin Energy arranged for American Youthworks to repair the damage. They met with the customer, assessed the damage, and then did not return to do the repairs. Austin Energy tried several times to get American Youthworks out there, but was not successful. Austin Energy is planning to have another agency repair the home as quickly as possible. The weatherization program coordinators have been in contact with the customer’s daughter to give her updates on the process. For any additional questions please feel free to contact [redacted] Energy Efficiency Services Manager, Energy Efficiency Services with Austin Energy directly at [redacted]
Thank you for your recent payment.
At the time of the disconnection of the services there was not another address provided other than the service address on the referenced account. City of Austin Utilities / Austin Energy sent a closing bill to the service address when the account...
closed. City of Austin Utilities / Austin Energy sent two notices, one in January, and the second notice in March 2014.
When the bill was not paid the account was turned over to a collection agency in order to attempt to collect the debt. The account has now been paid and has a zero balance. The updated account information has been sent to the collection agencies so that the record can be updated as paid in full.
We apologize for any inconvenience that this may have caused.
Austin Energy reviewed the calls and log notes regarding the utility account and there was not any request to disconnect services with the utility company until May 2016. We do understand that you were evicted from the property; however, no one notified Austin Energy to disconnect the...
utility services. Please refer to your previous property management to see if they are willing to work something out with you.