Avista

Review: Over the past 2 months Avista has massively increased their bill for what appears to be every one of their customers. I personally went from a monthly payment of about $40 to $84 in December. At the time I figured this was simply do to heating usage, so I immediately lowered all of the thermostats in the apartment and turned off heating in less-used rooms, altogether. Then my January bill was $93. This is not an isolated incident. Hundreds, if not thousands, of other Avista customers in the area are reporting similar price hikes. The company claims that these charges are in line with raised energy usage, but with no changes in routine except decreasing the heating in my home, I can't believe this is true, nor that the greater Spokane area as a whole is using more than double the energy of the previous month.Desired Settlement: I'd like the amount I've been overcharged credited to my account and my current bill reduced to reflect actual power usage. If Avista is unable/unwilling to divulge my actual usage I think my bill should be adjusted to previous months' average and they can take the difference on the nose on account of their shady business practices.

Business

Response:

[redacted]

Thank you for forwarding Mr. [redacted]’s complaint. In reviewing the account, this is Mr. [redacted]’s first heating season at [redacted]. His electric usage is in line with previous years heating consumption. We have obtained regular meter reads for each billing statement that Mr. [redacted] has received.

Since the usage history is in line with previous heating seasons and we obtained all regular meter reads, we have concluded that Mr. [redacted]’s account balance is correct and there are no overcharges on his account.

Please let me know if I can be of further assistance.

Thank you,

Review: The Avista-owned gas meter at my residence was leaking, and I was being charged for the leaked gas.Desired Settlement: My account needs to be credited for a fair amount

Business

Response:

Good afternoon,

I have researched the account in question and outlined the series of events below:

Mr. [redacted] contacted the Company on 08-18-2015 to report a mild natural gas odor at [redacted]; an order was created to investigate the situation.

During the call Mr. [redacted] voiced concern about being charged for extra gas use – the representative advised that if a natural gas leak was found on the customer side of the meter the Billing department would look into adjusting his bill and if a leak was found on the Company side of the meter his bill would not be adjusted due to the fact that customers are only charged for natural gas that goes through the meter.

The Company responded to [redacted] on 08-18-2015. A minor gas leak was found (and repaired) on the Company side of the meter.

On 09-29-2015 Mr. [redacted]’ wife contacted the Company and advised she was expecting to see an adjusted bill and had not yet received one. The representative verified with the Billing department that the minor gas leak was found on the Company side of the meter and that the Billing would not be adjusted. Mr. [redacted] also spoke with a supervisor during that call and was again advised that the minor natural gas leak was found on the Company side of the meter so there would be no adjustment.



Both Mr. and Mrs. [redacted] referenced that the meter showed a reading of zero and were under the impression that a zero reading meant zero usage. However there was regular use recorded by the meter up until the point of the minor natural gas leak being repaired and the meter being replaced. The meter reflected a reading of zero because it was a new meter.

It appears that there was a pilot light on inside the home that was causing a small amount of natural gas use up until the point of the meter being replaced on 08-18-2015. The customer’s pilot light was not relit after the meter was replaced which in turn produced a lower bill.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] This is a copy of the letter that I sent them (twice), with no responseThis is a copy of the letter that I sent with my last payment, I assume that your billing dept. forwarded this request to your dept, and I am copying it to you...Avista, re: account # [redacted] Oct. 2, 2015I informed your company of a gas leak at my house at [redacted]. in August, 2015. While talking to your rep., I was assured that if I was being charged for the leaking gas, due to a fault on your end, that I would be credited. Your service personnel responded and replaced the meter. My furnace has been turned COMPLETELY off all summer...NO PILOT LIGHT was lit. I have no other gas appliances. The bills I received before the meter replacement showed approximately a 12 dollar 'usage', which was obviously the leakage, since the FURNACE WAS INACTIVE. And the meter still shows all zeroes, as the furnace is still inactive. Your last billing shows a 4 therm usage which would be the leaking meter, and the time elapsed from the beginning of the billing cycle until the final reading on the faulty meter. I was undeniably being charged for the leaking gas from your meter, and the proof is in the fact that now there is no gas 'usage' being reflected on the meter reading. My wife told me that she smelled gas way back when we had it turned on, I could not smell it, and until I checked the meter with my soapy water, I did not realize that it was leaking. My contention is that this meter has been leaking since we had it turned back on, and that the approximately 12 dollar per month leaked gas that I have been charged for needs to be reimbursed. We had the gas turned on in January, and the meter was replaced in August, which would be 6 and a half months of leaked gas that I was being charged for, for a total of approximately 78.00. This is giving your company the benefit of the doubt that there was not Massive leakage from the old faulty meter, while the gas was flowing full bore into my furnace. I expect to see a credit on my next bill . Thank you for your attention to this matter. Plus...added today....We are supposed to believe that a pilot light uses 12 dollars worth of gas!!! My research indicates MAYBE 3 -5 dollars is common. furthering my logic that this thing was obviously leaking on my dime![redacted]

Business

Response:

Good afternoon,

I have – again – verified with the Company’s Gas Meter Shop that the minor natural gas leak found at [redacted] was found between the regulator and the inlet.

Mr. [redacted] was not charged for any natural gas that leaked because the leak was found on the Company side of the meter – before the point at which it would pass through the customer’s meter

and register usage which would be charged to the customer.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] Well, Gee, big surprise that their 'impartial??' information concerning their meter comes directly from within their company. That's a good 'company man' there whose 'correct' response is one that benefits their company. He's wants to keep his job, and move on up the ladder. Of course they are going to say what benefits the company, when they know good and well, that there will NEVER be any way for me to PROVE otherwise...They dont have to prove it...they hold all the cards here. What a shame that this large corporation has taken this approach, that alienates its customers, the American people, and society as a whole. Shame on all of you! That this multi billion dollar organization abuses it's customers over a MEASLY 78 BUCKS is truly pathetic.

Review: We had a arrangement on our account that I was not aware of for the beginning of June, my husband had made prior to leaving for active duty. My husband is in the Air National Guard but also has a civilian job. Once my husband left for active duty we knew he would not have a civilian income coming in and would not be paid from the Dept of Defense until his return as it was a 3 week trip. Upon his return home, he had asked me if Avista had been paid and I said no, I didn't realize. I checked my account on Avista's website and it showed my past due amount, my current charges and that my payment was due by July 21st. Military pay was coming in the 17th so we paid no mind to the bill figuring we could pay it the 17th, before the due date of the 21st.

On July 10th 2014 my children were home alone, both ages 13 and one of them autistic, my husband was next door and I was at work. I received a phone call from my child stating Avista came to the door, asked my child for a parent or payment and turned our power off. My husband came in the house noticed power was off and ran outside to talk to the worker and she restored power telling him he had to pay the past due amount of $156.19 by the end of the day. He explained that the website says it's due the 21st and we get paid the 17th and could pay it then. She told him he should pay his bills and left. I left work and called Avista, was told the same thing, the due date applies to new charges only. The website does not state anywhere that if my bill wasn't paid by the 10th my power would be shut off when only children were in the home.

The representative on the phone told me there was nothing they could do for me no extensions or anything even after offering to fax them a copy of my husbands active duty orders showing he was away from the home for a period of time, and when we would be paid, still nothing they could do for me. I asked to speak to a supervisor who told me pretty much the same thing, they could not wait the 7 days for payment in full, to pay the entire bill, even direct debiting it out of our account. I went to our local Community Action Partnership and asked for their help. They gave me the number to the Avista Cares line and told me to speak with them.

I called the Avista Cares line and spoke to a rep who basically told me that the worker who came to our house put in the computer a promise to pay by my husband for the full past due amount of $156.19 by the end of the day. I explained to the rep on the phone that he in no way made that arrangement as we had zero dollars to our name and would not be getting paid. The rep at Avista Cares rep also stated that I was not telling the truth about having our power shut off, that the worker who came to our house didn't note it in her computer only noted the false promise to pay. And that the bill had to be paid by the end of the day 7-10-14.

We called our landlord and explained the situation and she agreed to give us a temporary refund on rent we had paid to pay Avista but it wouldn't be until about 8pm as she lives out of town. My husband then called Avista back and told them we could pay around 8, they said that's fine, to pay it at a pay station, he agreed. My husband called [redacted] and asked if they were a Avista pay station and they said yes. He went to [redacted] and paid $158 . The [redacted] receipt has the company name, our account number, the amount paid, the fee charged and a payment receipt number of :[redacted]. Also on 7-10-14 we received a bill from Avista, again stating a past due amount, new charges and a due date of July 21st.

Today 7-15-14 the same worker who shut our power off 5 days prior bangs on our door demanding $157.19 or power being shut off. My husband and I explain to her that we paid the bill on the 10th and she tells us we did not, that its not showing on our account and she wants $157.19. My husband grabs our receipt and shows her and she demands we call Avista in front of her. My husband called Avista and the rep he spoke to told us that no money had gone to our account and that [redacted] is NOT a official Avista pay station and that we had to re-pay half of $157.19 in good faith, in order to keep our services active. My husband asked to speak to a supervisor after explaining we already paid the money, we have a receipt, our account number and company information was also on the receipt, while he was waiting I tried to show the worker the receipt and she aggressively told me "you should have gotten a money order." My husband was transferred to a supervisor who stated that there is only two authorized bill pay stations in the city of Moscow: [redacted] and [redacted]. Because [redacted] was not an authorized pay station, they had no way of knowing when they were going to get paid because they could not track it. We had no idea, the information we were given did not state that there were only two authorized pay stations.

The supervisor re-stated that we would have to repay half of the $157.19 today or our power would be shut off. My husband explained that we had to scrape everything we could and borrow money just to pay the $157.19 and that he did not get paid for another two days. He said that he was willing to fax the receipt, but she would not accept that, because the payment was from an unauthorized utility company. She put him on hold for 5 minutes and said that she was going to accept the payment this one time, but in the future there would not be any leniency if the bill was paid anywhere other than the two authorized payment stations. Furthermore, we were told that because the service person had to come out a second time we would be charged a $16.00 service fee and that all of this could have been avoided if we had just paid at one of the pay stations.Desired Settlement: Apology for not thoroughly explaining pay station policies. I would like assurances that Avista will educate their technicians that customers must pay at only their authorized bill payment stations or they risk being put in a bad situation. Avista being able to accept a receipt as proof of payment, without asking for more money to keep services active. If a receipt does not act as proof of payment, I am not sure why businesses bother to print them out.

Reversal of the $16.00 technician service fee. We were unaware that unauthorized companies could make payments on behalf of customers. It was not explained to us that there was a unauthorized utility payment stations, and that there would be a risk of having services shut off if we made our payment there.

And the ALL Avista website and bills should state a shut off date. It is rather confusing to look online and at my bill and it only states "applies to new charges only" with no shut off date mentioned. That bill was printed 7-2-14 and we received it July 10th.

Business

Response:

Dear Ms. [redacted],

Thank you for your concerns regarding your Revdex.com complaint filed. I believe we you viewed your account online you saw your June bill of $156.19 ($67.65 were June charges + carry over balance from May of $88.54). The due date of that bill was 06-19-2014. No payment was received, therefore a past due notice was issued on 06-24-2014 due 07-07-2014. A final notice was issued on 06-30-2014, also due 07-07-2014. The Company also placed a phone call to your home on 07-03-2014 regarding the past due balance. Based on regulations, all disconnect notices must be mailed to a customer.

When the service person went to your home on 07-09-2014, they did not disconnect permantently due to an arrangement made with your husband to pay $156.19 by the end of the day. I apologize that [redacted] informed you of incorrect information, as they are not an authorized pay station. It can take days for a payment to post from an authroized station, however we accepted the copy of the receipt as proof of payment. On 07-15-2014, I show that your husband spoke to a representative who did provide education on the pay stations in your area that are authorized with the Company. The Company will be waiving the $16.00 service fee to go back to the field due to you being provided incorrect information from [redacted] and not being informed by the service person of authorized pay stations in that area.

Your most recent bill was issued on 07-02-2014 for $66.84, your payment of $157.00 posted on 07-15-2014 making your overall balance $67.59 due on 07-21-2014. The $16.00 field charge has not posted to your account, but I will reverse it once it completes.

Please let me know if you have additional questions.

Thank you,

Commission Specialist

Review: We cannot afford this company; we want the letter of release. We should not be forced to buy "steak" when all we can afford is "hamburger". It is not that we do not pay the bill; it is the fact that it is ALL we are able to pay each month.

Our power bill this month alone was $1142.02. Last month it was $1100.00 and the month before and so on. I had Avista give me a print out of what we have paid in the last 10 years and the last 7 years alone, it is over $40,000.00. Not including the deposit of $1100.00 that never gets paid off. I only get paid once a month and every month we get a shut off notice for 3 days before my payday and they will not extend it for the 3 days needed. It does not matter if it is -7 below and we are old or sick or have children in the house, they want that money now! We can never catch up because the amount is ridiculously high. Every winter they increase the rate at the worse time of the year, because no one needs a Christmas...

We have been with this company since 1985 and even then our power bill was 800.00 a month. This month alone, we paid apx. $ 1100.00 on the 1st of March and [redacted] gave $1300.00 towards our bill on the 20th of March and we have a shut off notice for the 27th of March. I called and asked for an extension of 3 days until the morning of the 31st, on the grounds that we have paid more than $2400.00 this month alone and they said “no, you did not stick with your payment arrangement!?” Not to mention on the 31st we have another $1142.00 of past amount due and the bill that is due on the 2nd of April is another $1000.00. And once we are shut off tomorrow, we will owe the $1100.00 deposit again!Desired Settlement: We are on a limited budget and cannot afford this company; I am hoping you can make them give us the letter of release so we can sign on with a company we can afford. This is America and we do have the right to choose.

Business

Response:

Dear Mr & Mrs [redacted],

Your current past due notice is $1142.02 due 03-26-2014. A payment of $1000.00 was posted to your account on 03-20-2014, therefore $142.02 is still owed to the Company. The last two extionsions that were granted on your account have been broken. You stated in your complaint that you would like/need an extension. How long of an extension are you wanting? When can you pay the $142.02?

Thank you,

Aviats Utilities

Review: Hello, my name is [redacted]. I unfortunately, am a customer of Avista Utilities. My complaint is simple; my roommates and I have been paying our utilities bill online the last few months when something very bothersome dawned on me. Avista charges a $3.50 "convenience fee" to pay online with a debit card and a fee to pay with a card at a paystation! (That's very ironic considering that Avista's website talks about how they want to help reduce the carbon footprint and save the environment). HERE is what makes my complaint legitimate: They are charging a fee in which does not actually compensate for any financial hardship that they endure by having customers pay with a debit card! Instead of having a responsible billing department, they are outsourcing their billing to a CANADIAN company called "[redacted]." My point is that because they are a utilities company and are a government-regulated oligopoly, they have a duty to not scam consumers. This is a blatant scam and I would truly appreciate it if you could at least look into this case. Thank you.Desired Settlement: I feel that because they are a utilities company and are in fact government regulated, they should not charge a fee for online bill pay to some CANADIAN company. This is cronyism, I can guarantee it. I would also like an apology from their $3.5 million/year CEO.

Business

Response:

Hi [redacted],

The convenience fee is charged by our third party vendor. Avista does not receive any portion of this fee. A customer may avoid the $3.50 transaction fee when they pay online through their My Account using their checking information. If you need assistance is setting up a My Account on our website, please let us know and we would be happy to assist you.

Thank you,

Commission Specialist

Review: I had service through Avista from July through approximately November 18, 2013. I called and asked for my closing bill and gave them the contact information for my tenant. I paid my closing bill shortly thereafter. I hear nothing from Avista until late January when I receive a bill for approximately $378. It shows no indication that it is my bill but that it is for the property so I thought it was a courtesy copy to show the tenant was behind. I thought this because I previously was on paperless billing and would normally pay my bill online. I call a short time later and am told that the bill is set to head to collections. The CS rep states she removed it from collections and that for whatever reason they put it back into my name even though she did not see they had authorization to do so. She indicated she would send me a copy of the bill so I could pay it. I logged in online to pay it and it indicated my account was closed. I called back and the CS rep said they would email it. Next thing I receive is a collections notice from [redacted], Inc.

I called CS today and informed her of the detailed above. She responded with general CS responses and provided no information to my questions. I paid the bill plus the convenience fee, even though I was not able to pay online like both representatives indicated. I asked her to remove it from collections and to provide me some sort of documentation to reflect that. She told me that they were unable to do that and that I would need to work it out with the collections company, despite the fact that I paid Avista directly. I asked to speak with her supervisor. The supervisor contradicted just about everything the CS rep said. She said they reported it today to the collections agency and that they put it back in my name as a favor to ME because the tenants had not yet called. She later said in the conversation that they report once a week. I asked her to clarify as she said at the beginning of the conversation that it was being reported today. She put me on a long hold (appox 5 min) and then stated they will report it on Monday.

At the end of the day Avista should have turned off the utilities until the tenant opened it in their name. They should have forwarded the charges onto the tenant when I called in January. It is not my bill and Avista had no such authorization from me to reopen the account.

Problem: 1) Avista had no such authorization to put the account back into my name after I closed it; 2) I never received any such communication from them stating they were putting it back into my name; 3) I paid Avista and they refuse to take it out of collections and provide me documentation confirming thisDesired Settlement: Resolution: 1) remove it from collections and provide me documentation showing this; 2) remove it from ALL credit reporting agencies; 3) to never open an account in my name unless I direct them to.

Business

Response:

Dear Ms. [redacted],

As the landlord, you were set up as OBT (open between tenants). I show that you closed your account back in November, but your tenant never called in to open the account therefore it was reopened to you. A letter was sent to you on 11-20-2014 regarding the reopening of the account. The letter is attached. I provided the transction history below.

Date Description Amount Balance WO Bal

03-14-2014 CUSTOMER PAYMENT -378.78 0.00 0.00

03-14-2014 REINSTATE WRITE OFF 378.78 378.78 0.00

02-28-2014 WRITE OFF ACCTS RECEIVABL -378.78 0.00 378.78

12-30-2013 CLOSING BILL 98.71 378.78 0.00

12-20-2013 CUSTOMER BILL 280.07 280.07 0.00

The balance of $378.78 was written off to a collections agency on 02-28-2014 due to non-payment. A letter was mailed on 01-23-2014 regarding the balance. Avista does not typically reinstate balances once they are assigned to a collection agency but it appears the customer service representative did on 03-14-2014. thus removing the debt from the collection agency. The payment was then applied to your Avista account, not to the collection agency.

Thank You,

Commission Specialist

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

While it may be the case that the CS rep removed it from collections as [redacted]'s correspondence states, however, that is incorrect because I received an actual letter from the collection agency. When I called on Friday, March 14, 2014 both the CS rep and the "manager" stated that it was in collections and they would notify them during their regular weekly reporting that it was paid directly to Avista. I also note in [redacted]'s reply that she said it was sent to collections on February 28, 2014. I have received no such information that this bill has been removed from any such collections or that it has not been reported to the various credit bureaus.

Review: I recently check my credit report as saw a collection from this company. The account #[redacted]. The collection charge is for $115.09. This is for a residence owned by [redacted]. Contact [redacted] ###-###-####. I resided in the house until mid May 2012. The school gave notice that the property would be demolished and stated all tenants had to be out before May 31, 2012. I moved into dorm housing a week after graduation. The account was closed. I can't view the payment history on the account in the system since it was closed in 2012. The account received $340.00 in energy assistance.Desired Settlement: I need the exact date the account was closed. I need a copy of the all the bill amounts( from 2011 to 2012) and payment amounts on the account.

Business

Response:

Dear [redacted] and [redacted],

Thank you for voicing your concern; I am happy to assist. Our records show that your account # [redacted] closed 05-30-2012. The account did receive a 340.00 payment from an assistance agency on 02-27-2012. I have provided a transaction register of the entire history of the account below:

TRANSACTION REGISTER

Date: 02-21-2014

Account Number: [redacted]

[redacted]. [redacted]

_____________________________________________________________________

Date Description Amount Balance WO Bal

08-01-2012 WRITE OFF ACCTS RECEIVABL -115.09 0.00 115.09

07-16-2012 CUSTOMER PAYMENT -100.00 115.09 0.00

05-31-2012 CLOSING BILL 53.03 215.09 0.00

04-30-2012 CUSTOMER BILL 60.67 162.06 0.00

03-29-2012 CUSTOMER BILL 62.50 101.39 0.00

02-29-2012 CUSTOMER BILL 88.05 38.89 0.00

02-27-2012 CUSTOMER PAYMENT -340.00 -49.16 0.00

01-31-2012 CUSTOMER BILL 87.44 290.84 0.00

12-30-2011 CUSTOMER BILL 111.51 203.40 0.00

12-28-2011 CUSTOMER PAYMENT -90.00 91.89 0.00

11-30-2011 CUSTOMER BILL 111.25 181.89 0.00

11-30-2011 LATE CHARGE 0.69 70.64 0.00

10-28-2011 CUSTOMER BILL 69.95 69.95 0.00

10-19-2011 CUSTOMER PAYMENT -43.76 0.00 0.00

09-29-2011 CUSTOMER BILL 43.76 43.76 0.00

Thank you,

Avista Utilities

###-###-####

Consumer

Response:

I am rejecting the process of notification for this account. I was never called or received late notifications (by email)from Avista. Why was the account written off so quickly, when there are no late charges or notice of nonpayment on the account, especially when a payment was made in July. Instead Avista decides to send the account to collection without notifying me. When I checked the balance (while there) in August, I saw a bill of 0.00, not knowing this is due to the account being sent to collections. This matter could have been handled 2 years ago before I left the state.

I am awaiting notification from LCSC to help in this matter to determine when I moved out of the unit.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Hello [redacted],

I have attached the letter that was sent to you informing you that your balance would be written off if payment was not received. The letter was mailed on 06-22-2012. You made one payment after this letter in the amount of $100.00 on 07-16-2012. Due to the balance not being paid in full, the remaining amount ($115.09) was assigned to a collection agency on 08-01-2012.

Please let us know if we can further assist,

Avista Utilities

Review: For many years now I have had my Avista payment taken directly from my savings account on the 11th of every month. Back then I called in and told them I got paid on the 10th of the month and set the payment to be taken out on the 11th to avoid any problems. Suddenly on June 9th my payment was taken out overdrawing my savings account causing me to get a $30 fee from my bank. I called Avista to let them know that they took the money out ahead of our agreed upon time. The person I spoke to said I should take up the overdraft fee with my back and said that Avista changed their billing and changed the date. This was done contrary to the agreed upon arrangement that had been determined some time ago. I was told they send something out to let customers know about this change. I look threw my bills very carefully and feel confidant that I would have noticed if such a mailing was sent. In further correspondence I was told that they would send me a copy of the post card that had this information. Now I know I did not receive such mailing because a post card would have really stood out to me. Because they changed the date they took out the payment contrary to out agreement and without notifying me personally or even indirectly I feel that Avista should right the wrong.Desired Settlement: Even though this caused more issues with me financially, I am only asking for reimbursement of the $30 overdraft fee I was charged by my bank and would be willing to submit paperwork from my bank account showing the fee that was assessed. Reimbursement may be made by a $30 adjustment to my bill. Other options would be to credit my bank account the $30 or they may send a check.

Business

Response:

Mr. [redacted],

Thank you for voicing your concern regarding your Auto Pay draw date. Prior to the Company’s system conversion a post card was sent to your mailing address to advise that your draw date would now fall on your bill due date (which can fluctuate by up to five days) as opposed to your previously chosen draw date. A contact phone number and an email address were provided in the event that there were any questions regarding the change. I see that a copy of the post card was sent to you earlier this week at your request.

Your draw date was also updated to the 15th of each month earlier this week when you contacted the Company.

Since the system conversion your due date did fall on the 11th two out of four billing periods. Your payment was drawn on the 9th the other two months (April and June).

I am sorry to hear that you received an overdraft fee from your financial institution and I am happy to request a 30.00 credit be applied to your account as a one-time courtesy.

Thank you and have a great day,