[redacted] Service Address: GREY ROCK LNAustin Energy representative spoke with [redacted] on October 15, The representative read results of Administrative Review with customer Advised that the Water Meter re-read and water leak investigation indicated that the Water Meter reads are in line and there is no evidence of a water leak at meter MrDowing claimed that the service address has sprinkler system that is not in use at this time due to malfunctioning He states that he does not have a pool on premise MrDowing does not agree with results of the Administrative Review and requests a Hearing The representative advised him that a written request would need to be submitted to request a hearing MrDowing was at work and did not wish to take the Hearing information at that time
Unfortunately I am unable to view your attached documents You can take your documents to one of our walocations and the Customer Solutions Coordinator will be able to assist you You can visit the Rosewood Zaragosa office at Webberville with the documents or you can email them directly to [redacted] Customer Service Supervisor at Austin Energy and I will be happy to assist you with your concernsI apologize for any inconvenience that this may cause Once I am able to view the documents you are referring to I will be able to better assist you
Complaint: [redacted] I am rejecting this response because:This is a canned response without even reading all the documentation I submittedIt is unethical to bill me for waste water that is not being usedI request that austin Energy installs a meter to measure my actual waste water usage Regards, [redacted]
I apologize if you have not been provided clear information and still have questionsPlease 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 EXPERIENCE INFORMATION Customer Information: [redacted] ** [redacted] [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 ,I made a payment of $dollars with my credit card using bill matrix I wanted to have an advance credit before my September bill was dueThe total of my full bill is $396.46,on the 9/.I paid thinking I could have my $payment to be me counted for the remaining balanceWhen I called the [redacted] to straighten out this.I was told by a customer service I would still.have to pay $dollars,because that was paid before the bill generatedI would like to please have that $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 $dollars and have to still pay ???.What about the they already got early???Complaint Product/Service: Payment/billing Purchase Date: 8/12/Problem Occurred: 9/5/Model: Account Number: [redacted] Order Number: [redacted] Talked to Company: 9/5/Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: I would like my credit.applied to my Austin energy account of $I paid in advance on August 12,,or refunded back the $if I still have to pay a second $Resolution: The payment of $posted toward the past due balance on the account on August 12, The payment was applied to your payment arrangement
Resolution:A water leak investigation was completed on the following dates:10-27-– Results indicated no leak at the meter Possible water leak on the customer side/ on property11-10-- Results indicated no leak at the meter A note was left for the customer.Customer may have leak on the property No water leaks were found while the customer owned the property so there was no adjustment warranted A customer is responsible for repairing possible leaks on the property
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-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-days.Your refund was processed 08-06-CBR # [redacted] in the amount of $ [redacted] ** [redacted] We apologize for any inconvenience that this may have caused
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 mistakeThe evidence is clear that this is a city wide problemIt is no coincidence that hundreds of people experienced the same problem, in the same month, that I didEither these bills are being deliberately modified or there is something really messed up with the metersI have already spoken with representatives with Austin EnergyThey cannot explain explain the spike (By times the amount) in the water usageThey agree it does not coincide with what I normally use and it was just a sudden unexplainable spikeIf 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]
Complaint: [redacted] I am rejecting this response because:The explanation of my water leak adjustment was not explained thoroughly to me at any timePlease disprove this with a record of that conversationIt was also never explained to me in person, that is a lieMy walk in to the physical location was about a confusion created by your billing department months before the adjustment was even created for my water leakIn 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 laterWhat 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 misleadingI have ordered a 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]
Complaint: [redacted] I am rejecting this response because:First things firstMy name is [redacted] not DowingI was contacted by a representative with Austin EnergyThey claimed that after an investigation, “by them”, that there was nothing wrong with the meterI doubt there was no bias employed during the investigation to the correctness of the meterIt is also interesting that the hundreds of other people who were overcharge received the same excuse by Austin EnergyI do not own a pool yet the amount of water they are charging me for would have filled nearly two of themI do not use a sprinkler system and if they came by residence, during the time when they claim I used the plus gallons of water, the dead grass in the front yard would have proved that to themMy job keeps me extremely busy and I do not have the time to go down to Austin EnergyI 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 monthsThat the meter says this so you have to pay it Regards, [redacted]
The City of Austin is only responsible for their equipment on the City of Austin side of the meter If there is a leak on the property side it would be up to the property owner or account holder to repair and resolve
Complaint: [redacted] I am rejecting this response because:Absolutely notI have no confidence the information I am getting inside your facility is remotely accurateInformation I was given by your staff was wrong to the point when I took their recommended course of action my payment plan defaulted and was assessed penalties.When I spoke to another person on your staff about these recommendations he had no record of my previous conversation and no notes from my previous interactionThere was zero accountability for the wrong information, no obligation to correct it and no recourse for me as the consumer.What you are operating is by definition a monopoly, as we are forced by the city to use your terrible service and given no other optionsAs one would expect this monopoly situation has created a lazy deceitful company that is a nightmare to do business with Regards, [redacted]
Thank you for contacting City of Austin UtilitiesWe always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizensThe payments made were processed accordingly The payments were applied to the account that was provided The account you provided was closed on 12-30- There are several payments that posted to the account you provided Payments: 01-17- $ 11-03- $ 09-06-$- 08-03- $- Billing: ***, *** Complete 01-03- 01-20- $ ***, *** Complete 12-20- 01-06- $ ***, *** Complete 11-21- 12-08- $ ***, *** Complete 10-20- 11-07- $ ***, *** Complete 09-16- 10-10- $ ***, *** Complete 08-17- 09-08- $ ***, *** Complete 07-19- 08-10- $ The closing bill was not paid and this is what is causing an outstanding balance We apologize for your inconvenience and delay in addressing your utility account questions and concerns The City of Austin Utility Customer Care Contact Center is open between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday There is more than one way to pay your statement You can visit our website at www.coautilities.com and at the very bottom of the home page you will see a link labeled "Make a Quick Payment" This link will take you to a page that allows you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card This service is through a third party and as such has a fee of $per transactionIf you register your account online, you can pay by clicking the gray "Bill Payment Services" tab at the top of the page under the "Manage Accounts" tab This tab allows you to pay with the above-mentioned methods as well as paying with a Bank Account eDebit This is a free service Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy, P.OBox 2267, Austin, Texas 78783-2267; pay at their local HEB; or go to our Rosewood Zaragosa office at Webberville There are payment locations at East 10th Street and Barton Springs Road where payments may be dropped off in a payment box We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at 1-800-959-using a credit card or check Bill Matrix charges a separate fee per transaction The maximum payment that can be made through the Bill Matrix system is $1, If more than a $1,payment is necessary it will need to be set up in several payment transactions Thank you again for contacting the City of Austin We appreciate our customers taking the time to bring their concerns to our attention If you have any additional questions or concerns please contact Ms [redacted] at [redacted] or by email [redacted] [redacted] and I be happy to discuss your concerns at your convenienceIf you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday Sincerely, [redacted] Customer Service Supervisor Austin Energy City of Austin Customer Care Phone: (512) 494-Outside Austin call -toll-free: (888) 340-TDD: (512) 505- Email: [redacted] Online Customer Care Website: https://www.coautilities.com
The auto-pay stopped when the account was closed in error [redacted] Utilities has recalled the information from collections and a copy of the email was sent to you for your personal records We apologize for any inconvenience that this may have caused
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] They have been overcharging me for yearsI don't have any known leaks, I've asked someone to come out here to check it and they won't send anyoneI talked to a guy in the phone and he said that the Meter may be broken but usually if I turn it in they can find nothing wrong with itI don't know what else to do
Revdex.com ID [redacted] Customer Information: [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 nothingI recently called them again to complain about back-billing me for 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 years ago and was told it doesn't matterI have now overpaid the City of Austin a total of for "street service" after I should have been exempted out of itNot including my next bill for 8.76, which brings the total to US dollarsHaving exemptions from certain things and not telling people about it is nothing short of outright THEFT Complaint Product/Service: ElectricityPurchase Date: 5/29/2012Problem Occurred: 6/22/2012Account Number: [redacted] ***Talked to Company: 6/29/2012Disputed Amount: $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) daysAlso, 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 itHaving 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 constructionCustomers who are listed as the primary account holder and are at least 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 constructionCustomers who are listed as the primary account holder and are at least 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-of the Austin City Code as follows: CHAPTER 14-- TRANSPORTATION USER FEE § 14-10-- 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 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 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-(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-(Residential Uses Described) (3) A non-residential use includes any use described in Article (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-(Zoning Uses, Districts, and Maps), other than the uses described in Section 25-2-(Residential Uses Described) Source: Code Section 15-6-1; Ord031204-12; Ord031211- (The exemption for non-motorists is listed under 14-10-14(D) (1).) § 14-10-- 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 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: Code Section 15-6-14; Ord031204-12; Ord031211-11; Ord040902- 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
Resolution: Account Number: [redacted] Customer Name: [redacted] Address: [redacted] Service Date: 04-15-to Present Dispute Period: 05-26- Social Security Number: [redacted] Phone Number: [redacted] Research 04-19-FA ID: [redacted] Leave Hour Notice (Cut for Nonpay) 04-22-FA ID: [redacted] Disconnect for Non-Pay 04-22-FA ID: [redacted] Reconnect 05-26-FA ID: [redacted] Tampering Service Investigation (found meter with broken test seal) 05-26-FA ID: [redacted] Exchange Meter Customer was disconnected for non-payment, upon reconnect found meter on with no test seal Meter required exchanging [redacted] was responsible for meter during the disputed timeframe with active an account Summary of Administrative Review Charge $for electric meter tampering Responsible party is [redacted] account number [redacted] Messages were left for Ms [redacted] on June 16, and June 17, Ms [redacted] contacted City of Austin Utilities Customer Contact Center on June 20, and the tampering information was discussed with her A letter with direct contact information was sent to Ms [redacted] on June 17, since representatives were unable to reach her by phone Ms [redacted] can request an Administrative Hearing in writing by submitting the request to [email protected]
[redacted] Service Address: GREY ROCK LNAustin Energy representative spoke with [redacted] on October 15, The representative read results of Administrative Review with customer Advised that the Water Meter re-read and water leak investigation indicated that the Water Meter reads are in line and there is no evidence of a water leak at meter MrDowing claimed that the service address has sprinkler system that is not in use at this time due to malfunctioning He states that he does not have a pool on premise MrDowing does not agree with results of the Administrative Review and requests a Hearing The representative advised him that a written request would need to be submitted to request a hearing MrDowing was at work and did not wish to take the Hearing information at that time
Unfortunately I am unable to view your attached documents You can take your documents to one of our walocations and the Customer Solutions Coordinator will be able to assist you You can visit the Rosewood Zaragosa office at Webberville with the documents or you can email them directly to [redacted] Customer Service Supervisor at Austin Energy and I will be happy to assist you with your concernsI apologize for any inconvenience that this may cause Once I am able to view the documents you are referring to I will be able to better assist you
Complaint: [redacted] I am rejecting this response because:This is a canned response without even reading all the documentation I submittedIt is unethical to bill me for waste water that is not being usedI request that austin Energy installs a meter to measure my actual waste water usage Regards, [redacted]
The refund was processed and mailed to the customer on November 14,
I apologize if you have not been provided clear information and still have questionsPlease 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 EXPERIENCE INFORMATION Customer Information: [redacted] ** [redacted] [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 ,I made a payment of $dollars with my credit card using bill matrix I wanted to have an advance credit before my September bill was dueThe total of my full bill is $396.46,on the 9/.I paid thinking I could have my $payment to be me counted for the remaining balanceWhen I called the [redacted] to straighten out this.I was told by a customer service I would still.have to pay $dollars,because that was paid before the bill generatedI would like to please have that $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 $dollars and have to still pay ???.What about the they already got early???Complaint Product/Service: Payment/billing Purchase Date: 8/12/Problem Occurred: 9/5/Model: Account Number: [redacted] Order Number: [redacted] Talked to Company: 9/5/Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: I would like my credit.applied to my Austin energy account of $I paid in advance on August 12,,or refunded back the $if I still have to pay a second $Resolution: The payment of $posted toward the past due balance on the account on August 12, The payment was applied to your payment arrangement
Resolution:A water leak investigation was completed on the following dates:10-27-– Results indicated no leak at the meter Possible water leak on the customer side/ on property11-10-- Results indicated no leak at the meter A note was left for the customer.Customer may have leak on the property No water leaks were found while the customer owned the property so there was no adjustment warranted A customer is responsible for repairing possible leaks on the property
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-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-days.Your refund was processed 08-06-CBR # [redacted] in the amount of $ [redacted] ** [redacted] We apologize for any inconvenience that this may have caused
The refund check for $was mailed to the customer to the billing address listed on the account on
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 mistakeThe evidence is clear that this is a city wide problemIt is no coincidence that hundreds of people experienced the same problem, in the same month, that I didEither these bills are being deliberately modified or there is something really messed up with the metersI have already spoken with representatives with Austin EnergyThey cannot explain explain the spike (By times the amount) in the water usageThey agree it does not coincide with what I normally use and it was just a sudden unexplainable spikeIf 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]
Complaint: [redacted] I am rejecting this response because:The explanation of my water leak adjustment was not explained thoroughly to me at any timePlease disprove this with a record of that conversationIt was also never explained to me in person, that is a lieMy walk in to the physical location was about a confusion created by your billing department months before the adjustment was even created for my water leakIn 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 laterWhat 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 misleadingI have ordered a 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]
Complaint: [redacted] I am rejecting this response because:First things firstMy name is [redacted] not DowingI was contacted by a representative with Austin EnergyThey claimed that after an investigation, “by them”, that there was nothing wrong with the meterI doubt there was no bias employed during the investigation to the correctness of the meterIt is also interesting that the hundreds of other people who were overcharge received the same excuse by Austin EnergyI do not own a pool yet the amount of water they are charging me for would have filled nearly two of themI do not use a sprinkler system and if they came by residence, during the time when they claim I used the plus gallons of water, the dead grass in the front yard would have proved that to themMy job keeps me extremely busy and I do not have the time to go down to Austin EnergyI 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 monthsThat the meter says this so you have to pay it Regards, [redacted]
The City of Austin is only responsible for their equipment on the City of Austin side of the meter If there is a leak on the property side it would be up to the property owner or account holder to repair and resolve
Complaint: [redacted] I am rejecting this response because:Absolutely notI have no confidence the information I am getting inside your facility is remotely accurateInformation I was given by your staff was wrong to the point when I took their recommended course of action my payment plan defaulted and was assessed penalties.When I spoke to another person on your staff about these recommendations he had no record of my previous conversation and no notes from my previous interactionThere was zero accountability for the wrong information, no obligation to correct it and no recourse for me as the consumer.What you are operating is by definition a monopoly, as we are forced by the city to use your terrible service and given no other optionsAs one would expect this monopoly situation has created a lazy deceitful company that is a nightmare to do business with Regards, [redacted]
Thank you for contacting City of Austin UtilitiesWe always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizensThe payments made were processed accordingly The payments were applied to the account that was provided The account you provided was closed on 12-30- There are several payments that posted to the account you provided Payments: 01-17- $ 11-03- $ 09-06-$- 08-03- $- Billing: ***, *** Complete 01-03- 01-20- $ ***, *** Complete 12-20- 01-06- $ ***, *** Complete 11-21- 12-08- $ ***, *** Complete 10-20- 11-07- $ ***, *** Complete 09-16- 10-10- $ ***, *** Complete 08-17- 09-08- $ ***, *** Complete 07-19- 08-10- $ The closing bill was not paid and this is what is causing an outstanding balance We apologize for your inconvenience and delay in addressing your utility account questions and concerns The City of Austin Utility Customer Care Contact Center is open between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday There is more than one way to pay your statement You can visit our website at www.coautilities.com and at the very bottom of the home page you will see a link labeled "Make a Quick Payment" This link will take you to a page that allows you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card This service is through a third party and as such has a fee of $per transactionIf you register your account online, you can pay by clicking the gray "Bill Payment Services" tab at the top of the page under the "Manage Accounts" tab This tab allows you to pay with the above-mentioned methods as well as paying with a Bank Account eDebit This is a free service Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy, P.OBox 2267, Austin, Texas 78783-2267; pay at their local HEB; or go to our Rosewood Zaragosa office at Webberville There are payment locations at East 10th Street and Barton Springs Road where payments may be dropped off in a payment box We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at 1-800-959-using a credit card or check Bill Matrix charges a separate fee per transaction The maximum payment that can be made through the Bill Matrix system is $1, If more than a $1,payment is necessary it will need to be set up in several payment transactions Thank you again for contacting the City of Austin We appreciate our customers taking the time to bring their concerns to our attention If you have any additional questions or concerns please contact Ms [redacted] at [redacted] or by email [redacted] [redacted] and I be happy to discuss your concerns at your convenienceIf you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday Sincerely, [redacted] Customer Service Supervisor Austin Energy City of Austin Customer Care Phone: (512) 494-Outside Austin call -toll-free: (888) 340-TDD: (512) 505- Email: [redacted] Online Customer Care Website: https://www.coautilities.com
The auto-pay stopped when the account was closed in error [redacted] Utilities has recalled the information from collections and a copy of the email was sent to you for your personal records We apologize for any inconvenience that this may have caused
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] They have been overcharging me for yearsI don't have any known leaks, I've asked someone to come out here to check it and they won't send anyoneI talked to a guy in the phone and he said that the Meter may be broken but usually if I turn it in they can find nothing wrong with itI don't know what else to do
Revdex.com ID [redacted] Customer Information: [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 nothingI recently called them again to complain about back-billing me for 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 years ago and was told it doesn't matterI have now overpaid the City of Austin a total of for "street service" after I should have been exempted out of itNot including my next bill for 8.76, which brings the total to US dollarsHaving exemptions from certain things and not telling people about it is nothing short of outright THEFT Complaint Product/Service: ElectricityPurchase Date: 5/29/2012Problem Occurred: 6/22/2012Account Number: [redacted] ***Talked to Company: 6/29/2012Disputed Amount: $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) daysAlso, 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 itHaving 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 constructionCustomers who are listed as the primary account holder and are at least 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 constructionCustomers who are listed as the primary account holder and are at least 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-of the Austin City Code as follows: CHAPTER 14-- TRANSPORTATION USER FEE § 14-10-- 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 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 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-(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-(Residential Uses Described) (3) A non-residential use includes any use described in Article (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-(Zoning Uses, Districts, and Maps), other than the uses described in Section 25-2-(Residential Uses Described) Source: Code Section 15-6-1; Ord031204-12; Ord031211- (The exemption for non-motorists is listed under 14-10-14(D) (1).) § 14-10-- 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 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: Code Section 15-6-14; Ord031204-12; Ord031211-11; Ord040902- 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
Administrative Review FindingsAccount Number 3659833522 Service Address 5350 BURNET RD Unit 333Phone Number 512-865-0955Dates of Service 8/20/14- 9/1/15Bill Period in Question MAY, JUNE, JULY 2015• DAILY READS AND THIS WAS VERIFIED IN AMR AND UTILINET• METER IS TRANSMITTING... DAILY READS AND THEY HAVE BEEN VERIFIED• USAGE INDICATE S THAT CONSUMPTION WAS USED DURING CUSTOMERS ABSENCE Monthly Consumption KWH (Electric usage):5/13/15-6/12/15 = 439 KWH6/12/15-7/14/15 = 662 KWH7/14/15-8/13/15 = 601 KWH Daily usage from 6/24/15 – 8/4/2015Date Daily Read Daily kWh High Temp Low Temp8/4/2015 40827 19 100 778/3/2015 40808 19 99 758/2/2015 40789 20 100 758/1/2015 40768 19 99 737/31/2015 40749 18 102 787/30/2015 40731 19 101 757/29/2015 40712 18 101 767/28/2015 40694 17 100 777/27/2015 40676 17 100 777/26/2015 40659 17 98 767/25/2015 40642 17 98 757/24/2015 40625 17 99 777/23/2015 40608 17 99 777/22/2015 40590 17 97 777/21/2015 40573 18 97 757/20/2015 40556 21 97 747/19/2015 40534 25 97 767/18/2015 40509 25 98 777/17/2015 40484 28 96 767/16/2015 40457 12 95 747/15/2015 40445 3 95 757/14/2015 40441 3 97 747/13/2015 40438 3 96 757/12/2015 40435 3 94 747/11/2015 40432 17 93 737/10/2015 40415 32 94 747/9/2015 40383 34 93 767/8/2015 40349 34 91 787/7/2015 40315 34 91 787/6/2015 40281 34 91 777/5/2015 40247 34 91 767/4/2015 40212 34 92 767/3/2015 40178 33 91 767/2/2015 40144 29 91 707/1/2015 40116 29 91 716/30/2015 40087 20 94 736/29/2015 40067 18 93 746/28/2015 40049 15 91 736/27/2015 40033 17 91 746/26/2015 40016 19 93 766/25/2015 39997 20 93 736/24/2015 39977 15 92 74Summary of Administrative Review• USAGE AND BILLING IS CORRECT BASED ON VERIFIED READS • INCREASE IN CONSUMPTION SEEMS TO BE INDICATIVE OF INCREASE IN WARMER TEMPERATURESThe customer’s account daily usage has been reviewed and has been verified to be correct. The billing properly reflects the monthly reads.
Resolution: Account Number: [redacted] Customer Name: [redacted] Address: [redacted] Service Date: 04-15-to Present Dispute Period: 05-26- Social Security Number: [redacted] Phone Number: [redacted] Research 04-19-FA ID: [redacted] Leave Hour Notice (Cut for Nonpay) 04-22-FA ID: [redacted] Disconnect for Non-Pay 04-22-FA ID: [redacted] Reconnect 05-26-FA ID: [redacted] Tampering Service Investigation (found meter with broken test seal) 05-26-FA ID: [redacted] Exchange Meter Customer was disconnected for non-payment, upon reconnect found meter on with no test seal Meter required exchanging [redacted] was responsible for meter during the disputed timeframe with active an account Summary of Administrative Review Charge $for electric meter tampering Responsible party is [redacted] account number [redacted] Messages were left for Ms [redacted] on June 16, and June 17, Ms [redacted] contacted City of Austin Utilities Customer Contact Center on June 20, and the tampering information was discussed with her A letter with direct contact information was sent to Ms [redacted] on June 17, since representatives were unable to reach her by phone Ms [redacted] can request an Administrative Hearing in writing by submitting the request to [email protected]