Brides N Maidens

Issue: I schedule my payments through 5/every monthThe payment is processed 2-days prior to the due dateI just received a cancellation notice days after payment was due, I checked my bank account and I saw that the payment had been processed the day before dueI called and am informed that LG&E does not process payments for 3-daysI called 5/to understand if there is a delay in sending the payment -- there is notPayments are processed on date scheduled on their end, it was posted to my account on day prior to due dateI have been receiving late fees for several months not realizing that LG&E is not processing my payments in reasonable timeIt is unfathomable that they are charging customers who make good faith payments on time for "late fees" -- the reason the payment is late is because LG&E refuses to process the paymentsThey have indicated that they refuse to [redacted] Service at [redacted] Account number [redacted] Service began on 7/19/During this time four disconnect notices have been issuedPer her request Ms [redacted] did not receive a paper bill each month, instead she received electronic bill notificationsAfter requesting her current service, Ms [redacted] contacted LG&E one time, 8/2/17, to request that her last name be changed due to divorceHer next contact was on 5/25/18, when she was disputing the late payment charge on her account Ms [redacted] made electronic payments to her account via her bankMs [redacted] has made eleven payments to LG&E since her current service began at [redacted] All of these payments were made to her previous account (300010714131) and were then transferred to her current account ( [redacted] )This delay resulted in late payment charges in October 2017, January 2018, March and May Each time a customer moves a new account number is assigned to the accountMs [redacted] would have wanted to update her LG&E account information with her bank in order for the payments to post to the correct accountThis would have avoided the delay that was experienced due to her payments posting to her previous account then having to me transferred to her current account We have verified that all electronic payments are posted to the account as soon as they are received and are never held to be processed at a later time Policy, Regulations and Tariff: LG&E PSC Sheet Number ** Resolution: [redacted] contacted Ms [redacted] to discuss his findings after researching her complaint [redacted] advised Ms [redacted] that all electronic payments are applied to the account as soon as they are received and are never held or delayed for processing [redacted] explained to Ms [redacted] that when she moved and started service at her current address on 7/19/17, she received a new account numberSince the account number she used for her banks bill payment was never updated her payments were being applied to her previous account and then were transferred to her new account [redacted] explained that this did cause a delay in her payments posting to her current account [redacted] advised Ms [redacted] that she would want to update the account number to insure the payments post in a timely mannerMs [redacted] stated that she has already updated the account number so her payments will post to the correct account going forwardMs [redacted] thanked [redacted] for researching her complaint and following up with her Thanks, [redacted] [redacted]

Issue: Ms [redacted] is upset that she has not received the rebate check for a dishwasher that she purchasedMs [redacted] states she has filled out all required paperwork and wants LG&E to send her the $rebate she qualified for Ms [redacted] states that she submitted a rebate request for a dishwasher she purchased and has not received the $rebate that she applied for LG&E’s Energy Efficiency department contacted EFI, the company that processes rebates for LG&E, it was determined that there was confusion as to whether or not Mrand Mrs [redacted] ’s dishwasher qualified for the rebate programThis is why their application was previously deniedLG&E’s Energy Efficiency department notified EFI, that the dishwasher did in fact qualify and supplied supporting documentationEFI acknowledged their error and processed the rebateA $rebate check was mailed today, 2/1/LG&E is addressing this error with our business partner Policy, Regulations and Tariff: LG&E PSC Sheet Number ** Resolution: [redacted] contacted Mr [redacted] to discuss his findings after researching his complaint [redacted] explained to Mr [redacted] that it was discovered that our business partner that processes our rebates denied their application in error [redacted] apologized for the error and the frustration that he and Mrs [redacted] have experienced> [redacted] advised Mr [redacted] that he has confirmed that the rebate check was mailed today, 2/1/ [redacted] explained that LG&E is addressing this error with EFI [redacted] advised Mr [redacted] that this should not have happened and in an effort to compensate for their frustration, LG&E is also sending them a $VISA gift cardMr [redacted] was very pleased to hear the rebate check was on its way and thanked [redacted] for the gesture of sending the Visa gift cardMr [redacted] was satisfied with this outcome Update 2/15/18LG&E followed up with our vendor that was supposed to have mailed Mrand Mrs [redacted] s rebate check on 2/1/and was advised that the check was sent by overnight mail on 2/12/The check was delivered to Mrand Mrs [redacted] at 9:am on 2/13/Mr [redacted] left a voice message on 2/14/18, confirming that he has received the rebate check Thanks, [redacted] Customer Relations Specialist | Customer Commitment | LG&E and KU [redacted]

From:? [redacted] Sent:? Tuesday, April 19, 12:PMSubject:? [redacted] ? Issue:? ? Last month my services were disconnected due to LG&E having made a mistake and supposedly switching the meters of me and my neighborIt took LG&E about hours to come back to my home and restore my service even though they had made a mistakeSo this month I call LG&E to make a payment and was informed that they have been trying to reach meI was then informed that due to the error that LG&E had made that I was being incorrectly billed and that my bill for the past nine months was higher than every bill that they had originally sent meThey informed me at that ***e that my new balance was $892.89, $of that bill being money that I now owe for the incorrect/ miss bill for the past ten monthsI asked the customer service rep how could this be and is it possible that the tech that went out and made the claim that I had been billed incorrectly made a mistakeBecause I am never home and there is a possibility that me and my neighbor were still paying our correct bills but they had just swapped the meters or the new reading on the past months is incorrect and could they send out a new techThe rep informed me that they could not send out a new tech and that LG&E has done that once and they will not do that againSo I asked to speak to a sup and was denied a sup was forced to make a payment arrangement for the bill or be subject to a disconnection.? I would like a credit on my billI always make my payments and now due to LG&E’s mistake they are basically informing me that I owe $due to them mis-billing me for a whole yearI asked for a tech to come back out and check because this bill makes no sense they refuse to do another check and are now informing me that they did not make a mistakeAlso I would like a refund of the food that I lost approximately $worth due to the ***e it took for them to restore my service due to the error***Ms [redacted] ’s service was not off for hours ?" The service was restored, while the Service Tech was still on her property.***3/16/@? 2:PM? - Ms [redacted] contacted Customer Service and explained an LG&E Service Tech cut her service off.? Ms [redacted] spoke with the Tech and explained her service should not be turned off.? ? The CSR and Service Tech verified that Ms [redacted] ’s service should not be turned off, therefore the Tech restored Ms [redacted] ’s service, while he was still there.? The CSR advised Ms [redacted] that he would transfer her call to someone that could discuss the billing.? Ms [redacted] stated, her service was back on and that everything was “ok,” then she ended the call.3/16/@? 2:PM? ?" Ms [redacted] contacted Customer Service and spoke with CSR, [redacted] , and explained that a Service Tech just cut off her service and she found out that her neighbor’s meter should have been turned off.? CSR explained, if she had been billed incorrectly, LG&E will send her a corrected bill and it will take some ***e to receive the corrected bill.? Ms [redacted] states she wants a credit on her bill right away, since an error was made, and asked to speak to a supervisor.? CSR advised, she would make a request for a supervisor to contact her.3/16/@? 3:PM? ?" Supervisor, ***, returned a call to Ms [redacted] and left a message to call back to discuss her concerns.3/16/@? 4:PM? ?" Ms [redacted] contacted Customer Service and spoke with CSR, ***, and explained her service was disconnected, earlier in the day, when her neighbor’s service should have been disconnected(Service Tech turned Ms [redacted] ’s service back on, when he realized she was entitled to service.)? Ms [redacted] shared her concern that LG&E had not been back to disconnect the correct account ( [redacted] **) and she was afraid that LG&E would disconnect her service, in error, again on 3/17/16.? CSR explained, an order has been created to send a Service Tech out to ensure the correct meters are supplying service to the correct units.? In the same conversation, Ms [redacted] stated that her service was off and asked how quickly someone was going to come out to turn her service back on and disconnect her neighbor’s service.? The CSR advised LG&E would be out ASAP.? Ms [redacted] asked that a supervisor call her.3/16/@? 5:PM? ?" Supervisor, [redacted] , returned a call to Ms [redacted] and left a message to call back to discuss her concerns.3/17/@? 9:AM? ?" Ms [redacted] contacted Customer Service and spoke with CSR, ***, and explained her service was disconnected on 3/16/16, in error, and she was still without power.? CSR transferred Ms [redacted] to Customer Service.3/17/@? 9:AM? ?" Ms [redacted] spoke with CSR, [redacted] , and explained her service was disconnected, in error, and her service is still off.? CSR explained LG&E records indicate her service was turned back on and suggested she check her breakers.? Ms [redacted] asked to speak with a supervisor.3/17/@? 2:PM? ?" Supervisor, [redacted] , returned a call to Ms [redacted] and left a message to call back to discuss her concerns.3/22/@? 10:AM? ?" Service Tech verified the meter bases 1F and 2F units was marked incorrectly, which resulted in the meters being crossed.? The Billing Department was notified to correct the billing.4/07/@? 9:AM? ?" Billing Integrity Analysis, ***, called customer and left a voicemail message to explain her crossed meter billing.? 4/08/@? 9:AM? ?" Ms [redacted] contacted Customer Service and explained to CSR, [redacted] , that she had missed a call from LG&E on 4/7/16.? CSR explained someone tried to reach her regarding her metering being crossed with her neighbors.? CSR explained, she had been paying for the wrong meter, since July 2015, when she moved to the current address.? CSR explained, she would be receiving a corrected bill, in the amount of $649.31.? CSR offered to set up IP, however, Ms [redacted] stated there was no way the bill could be correct and asked to speak with a supervisor.? 4/08/@? 4:PM? ?" [redacted] , Ms [redacted] ’s grandmother, contacted Customer Service to discuss account.? CSR, [redacted] , advised she couldn’t discuss account, without [redacted] ’s permission.4/08/@? 4:PM? ?" Ms [redacted] contacted Customer Service and spoke to CSR, [redacted] , and gave permission to discuss her account with her grandmother, [redacted] .? CSR, explained corrected the bill to [redacted] and suggested that payment arrangements could be made, so the entire bill would not have to be paid at once.? [redacted] indicated she was going to pay the bill for her granddaughter and wanted to set up payment arrangements.? CSR set up a 6/month installment plan.? ($108.21/month) on the $balance.? CSR explained the current bill had to be paid, in full and on-***e, to ensure the installment plan does not default.4/08/@? 5:PM? ?" [redacted] , called Customer Service and spoke to CSR, [redacted] , and explained call was dropped, while speaking to previous CSR.? CSR advised she would connect her with the Billing Department.4/11/@? 12:PM? ?" Ms [redacted] contacted Customer Service and spoke to CSR, [redacted] , and explained she had been billed incorrectly for months.? Customer advised that she cut off the main breaker to her unit, and found her service went off, as well as her neighbor’s service.? Ms [redacted] feels she is continuing to pay for service to her neighbor’s unit and thinks there is a problem with her meter.? CSR, advised customer that she would create an order to send a Service Tech to ensure the meters at [redacted] are supplying service to the correct units.4/13/@? 9:AM? ?" Ms [redacted] contacted Customer Service and explained to CSR, ***, that she is being billed for crossed meters and she requested a different Service Tech come out to ensure she is being billed for the correct meter.? CSR advised Ms [redacted] she would contact the Service Department and would follwith her to confirm, when a different Service Tech would be able to meet her.Resolution:? 4/13/16? - [redacted] spoke to Ms [redacted] and explained an order has been created to have an LG&E Service Tech confirm the meters at [redacted] are supplying service to the correct units.? [redacted] explained she will follwith her.4/13/- Service Tech called Ms [redacted] , when he arrived at her premise, and advised he needed to get into her unit to trace the meter.? Ms [redacted] would not allow the Tech access to her unit.? 4/14/16? @? 11:27? [redacted] spoke with Ms [redacted] and explained LG&E Service Tech was there on 4/13/and she would not allow access to her meterMs [redacted] stated she didn't want to provide the Service Tech access to her home.? (The call was disconnected.) [redacted] called back and left a message to contact her and suggested she call to set up an appointment to meet a Service Tech.4/14/@? 1:PM? - Ms [redacted] called [redacted] and said she wants to set up an appointment.? [redacted] provided the direct phone number to contact the Service Department, at? 7:AM? on 4/15/16, to schedule an appointment.4/15/@? 2:PM? ?" Ms [redacted] ’s mother allowed LG&E Service Techs to her unit and they were able to confirm that her meter was crossed with the 2nd? floor unit.4/18/@? 2:PM? ?" [redacted] , Manager, Customer Commitment, contacted Ms [redacted] and confirmed that her meter was crossed, as a result of the meter bases being marked incorrectly.? [redacted] agreed to extend the 6/month installment plan to 12/months and advised LG&E would send her a breakdown of the months billing.? (See Attachment)?

[redacted] Issue: Customer says that one month ago the rate he has been charged was increased by LG&EThe customer says that the building he owns and lives in also has a small space in it for a Pilate’s studioWhen he called LG&E regarding the reason his rate jumped he was told it is because of the [redacted] studioThe customer says that this is only about 1/of the building and he has no employeesThe customer wants LG&E to show him the tariff page that allows his rate to be increased even though most of the building is his residence04/29/– Account started as [redacted] LLCThe account was incorrectly billed on a residential rate for yearsThis customer had previously changed lighting at this location and had applied for the commercial rebate for these changes LG&E’s vendor, Matrix, started working with this customer on 07/20/ Matrix installed LED bulbs during this visitThis customer was ineligible for the commercial rebate due to the account being billed on the residential rate08/22/– Mr [redacted] requested a rate check for this addressThe technician confirmed the 1st Floor is a business and the 2nd Floor is a living quarters The technician spoke with Mr [redacted] for about an hour discussing the rate for this account and that the rate needed to be changed to the commercial rate Resolution: 08/23/– [redacted] spoke with Mr [redacted] and explained the Rate Check was completed on 08/22/ [redacted] explained that since this meter services both the business and the residence, this service is considered a mixed load [redacted] explained a mixed load is billed on the general service rate and verbiage in the tariff Mr [redacted] inquired about the section that states such service may include home occupations such as a surgeon or dentist’s office [redacted] again advised since this is a mixed load that the rate would remain general service Mr [redacted] stated that nothing had changed in they benefit of service that he is receiving and there should not be a change in the billing rate [redacted] went on to explain that unfortunately the account had been billed incorrectly when the account was originally set up in the [redacted] name [redacted] stated that this account should have been billed on a commercial rate all along [redacted] then confirmed the commercial rebate requests that have been made on the account Mr [redacted] was upset because he stated all that was completed in this process was the lightbulbs were changed outMr [redacted] was not satisfied with LG&E decision to leave the rate at the general service rate Thanks, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I appreciate the credit for the re-connection fee and have made sure that my payments arrive well before the due dateHowever, my bank has confirmed that the payment was sent out on the 25th of SeptemberGiven the short distance of travel, LG&E being local, they definitely should have received the payment on September 28th, days prior to the due dateThey absolutely should have received it by September 29th, day before the due dateThe customer should not be held accountable for the time it takes someone from LG&E to open the payment and processI shouldn't be bullied into paying through their websiteI feel more secure paying through my bank and will continue to do soMy bank has been informed of the situation and will send confirmation when my LG&E payments have been sent moving forwardI do not believe it was their error since my payment was deducted on September 25thAs the customer, should I be held accountable for LG&E being LATE to process my payment? Or, because they have a monopoly in this area and I have no other energy options, do they get to do whatever they want and shut my power off at will? This company is not running their business in a fair manner and certainly not treating their customers as if they have any other choice in the matterThey smugly reply to every concern with, "well, that's our policy." Perhaps it's time for LG&E to review their policies with the customer in mindThis issue is much bigger than me and what happened to me and my familyI think of a single mother who operates on a very fixed budgetPerhaps, it is winter and the nature of her weekly pay cycle ,causes her to be a few days late on her LG&E paymentLG&E will shut off her power and leave her child to freeze because it's protocol? This isn't cable service, gas and electric are necessary resources for human survivalTherefore, this company needs to be held accountable for their cold naturePeople are not just numbers and dollars in your pocket, think of your customer's as you would your family membersWould you accept your son, daughter, mother, father, being left without key resources because they could not afford the payment for a month or even a few days? This is so wrong and if this company isn't willing to bend outside their policies to help someone in need then there needs to be competitionLG&E needs to be exposed and their processes needs to be audited Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be satisfactory to me.? I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ?

I am rejecting this response because: I was never contacted to be notified that the dress had arrivedI never thought that a business would switch out a dress, and I should have contacted them soonerIve attached the picture he is speaking ofI also would like to clarify that I'm in love with the dress I chose and haven't changed my mind after more than a year, that is how I knew the dress they gave me wasn't the dress I orderedThe style number is not the same as the one written down on my order formI also would like to state that I am still engaged to the same man I have been with for over years and share a son withWhen I spoke to [redacted] in person and showed him the picture he stated he would order the correct dress for me, he also asked if I wanted him to order a different size and I told him no that the size was fine just as long as it was the correct dressHowever later that week when I contacted the store manager she refused to order it I do not only have pictures but also witnesses that were there with me the day that I tried on the dress and ordered it as well as the day that I spoke with ***

Issue: On 03/14/I filled out an online form to have service at the condo I was purchasing begin on 03/24, the expected close dateWith the stress of having to move out of my apartment and into a hotel while the close was continually pushed back, I neglected to call LG&EThe current owner of the condo contacted them to have her service shut off on 04/07/2017, the eventual close dateWhen I contacted LG&E, they said it didn't matter...I requested 03/and didn't let them know, so I am being billed for that occupant's electrical usage 03/24-04/They did not let the seller know that she was not being billed for that time, when she requested the service end/move-out date 03/14/- Customer requested move out dated 03/28/via My Account on the LG&E website04/07/- Mr [redacted] emailed LG&E stating that he had filled out an online request for his address to start on 03/24/17.? Mr [redacted] states the date he was to take possession kept getting pushed back and he was not allowed to take possession until 04/07/at 4:00pm.? Mr [redacted] never contacted LG&E to request a new date to start service at this locationResolution: 04/11/?" [redacted] spoke with Mr [redacted] in regards to his account.? [redacted] confirmed with Mr [redacted] the application that was made on line for the account at Gardiner Lane A13.? [redacted] explained that the order was placed to start this account effective 03/24/per Mr [redacted] ’ request.? [redacted] advised there was no further contact from Mr [redacted] to adjust the start date of this account.? ? Mr [redacted] states he will not pay for the previous parties consumption.? [redacted] advised the balance would remain on his bill until it is paid.? Thanks, [redacted] ?

Tuesday Dec 7, [redacted] [redacted] [redacted] *** [redacted] ***Dear [redacted] Thank you for understanding there are two sides to every storyPer your request, here are the facts regarding complaint ID# [redacted] .On March 24, [redacted] purchase a size twelve ivory bridal gown for $1,425, one ivory veil for $and one head piece for $all of which totaled $2,In order to insure the dress would be received in such a short time, the wedding gown vendor charged $rush cut delivery fee to Brides N Maiden to insure dress will arrive on timeBrides N Maidens did not charge [redacted] this additional fee yet she was aware of the rush cut charges when orderingadditionally, the special order contract signed by [redacted] showed the dress number on the tag with coincided with size twelve sample dress in the storeIt is our store policy that once the dress is selected, we write the dress tag number down in the customers presence which they sign at the time a deposit is put downeach customer receives a copy of the store policy along with their receipt of purchase This is done with all customers [redacted] paid $1,deposit and signed the special order contract/ store policy stating no refunds, no cancellations, no exceptionsThe policy states : No Refunds on any Deposit or PaymentsNo Refunds on any Merchandise No Cancellations on any stock Purchases Required monthly payments of $is due by the 15th day the monthIf no payments by the 20th each month a late fee of $will be added for the month.Cancellations are not our problemWhether you ordered it, put it in layaway, or bought itThe merchandise belongs to youThere have been no additional monthly payments since the initial good faith deposit on March 24, with the remaining balance of $1,was left unpaidNo additional phone calls were received and or actions made in regards to paying account balance on ordered merchandise [redacted] was in breach of contractOn October 5,approximately one year and four months later, [redacted] called Brides N Maidens and spoke with a store employee in regards to the wedding gown, veil and headpiece purchase on March for the July 23,wedding date [redacted] stated that the wedding has been postponed and that she wanted to see about paying off her delinquent balance and pick up her dress, veil and headpieceAt this time no late fees or the $rush cut has been charged to their accountOctober 6, [redacted] came into store to pay delinquent balance and pick up wedding gown, veil and headpieceThe store employee then gave the unopened factory seal plastic containing wedding gown which sat in storage for over a year since its arrived on July 1, The wedding gown arrived into the shop in time for [redacted] wedding set fr July 23, nut sat in storage unpaid until she opened it on Oct 6,Wedding gowns are shipped turned inside out with beading and lace work on the side to protect itAfter opening original packaging and not even unfolding it from its inside out state, [redacted] told the employee that this was not her dressShe didn't even attempt to try it on [redacted] then proceeded to show the employee a random picture of a different dress cropped with only a unclear view showing only from the neck to waist of different dress The employee proceeded to let [redacted] know that the matter would be reviewed [redacted] proceeded to pay outstanding balance of $1,and take her headpiece home with her that daySince the long lapse of time from July 23, wedding, the veil already been put back in stockanother brand new veil was then ordered to replace previous ordered veil [redacted] also told employee that she didn't know if the head piece was the correct merchandise eitherBoth headpiece and veil are the correct ordered merchandisethe next day on Saturday October 7, [redacted] came back into the store asked lot on the sample dressThe sample dress also a twelve, is the same size [redacted] ordered on march 24,for her July 23, wedding dateThe sample dress did not fit as the zipper could not zip up all the way in the backNo attempts have been made to make payments on outstanding balance, pick up the dress or call and check on the status of the dress prior to October 5,2017.In years of owning the bridal store, it has been my experience that after a dress has sat in my store fro months the customer has either Achanged their mind on the style of dress they would like to wear or B -had cancelled the wedding with their original intended groom and after some time, got re engaged to another person, in which the customer doesn't want the original dress from previous relationshipAlthough I hope option B is not the case, it has been know to happen, therefore we remain strict on out no return policyThank you in advance for your time and consideration into this mattersincerely, [redacted] **Brides N Maidens [redacted]

Revdex.com:He has not spoken to us at all about anything and just asked to read the meter thats all he did not discuss anything with us at all? I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted]

Mr [redacted] stated in our conversation that in the stress of moving that he forgot to contact LG&E in regards to the new date of possession for this property LG&E started the service on the date Mr [redacted] requested LG&E has encouraged Mr [redacted] to contact the previous owner to see if they are willing to take responsibility for this usage and Mr [redacted] stated he is not going to do thatThanks, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Along with my original claim that it is greed and extremely poor customer service to forcefully impose additional charges on a customer who consistenely pays her utility bills as demonstrated by the payment history that [redacted] so generously outlined several times in his replyFurthermore, it is an insult, if not defamation, to suggest that community services as a resolution for errorneous charges as opposed to reversing the charges, as requested Regards, [redacted]

Issue:A routing number was correctly entered and LGE took two weeks to notify meI was charged an extra fee, they could have emailed immediately informing me to correct the informationI received an email confirming the payment but never an email with the mistakeThey would not help me with their lack of communication.? 05/10/18LG&E issued the current bill of $due 06/05/18.? 05/13/18A payment of $was made to the account via LG&E’s website.? 05/18/18The payment of $was returned due to No Bank Account Found/Unable to locate account.? A $returned payment fee was added to the account.? A letter was mailed to Ms [redacted] advising of the returned payment and associated fee.? 05/28/18A payment of $was made via telephone.? 05/29/[redacted] called about the $returned payment fee being billed due to the payment made on 05/13/18.? Mr [redacted] stated he made the payment using a credit card.? Mr [redacted] is upset because he was not notified via email when this happened.? LG&E advised the original payment made 05/13/was made using a checking account and not a credit card.? Mr [redacted] states he made the payment with a? credit card.? LG&E researched the account and found the payment was made with a checking account and Mr [redacted] said OK.? LG&E advised anytime a payment returns, the fee is assessed to the account.? Resolution:05/30/?" [redacted] spoke with Ms [redacted] in regards to her complaint.? [redacted] advised the payment of $that was made online 05/14/was returned due to unable to locate the account.? Advised Ms [redacted] to log in to her LG&E account and verify the checking and routing number because it appears one of those numbers were entered incorrectly.? [redacted] agreed to waive the $fee since this is the first account Ms [redacted] has had with LG&E and this was not returned due to insufficient funds.? Ms [redacted] thanked [redacted] for reviewing her account.? Thanks, [redacted]

Issue: Our bills are coming in higher then what we payIt went up increasingly fast and I went to call and ask why my bill was so high and said we can check from in front of the houseAlso we caught one of the workers just putting a random number and not even checking our meterWe have little puppy's but have their own fencing and cannot get out her excuse was that she said " I don't want to get my shoes dirty "We received another bill of $They wrote an estimated usage of our electric There have been access issues to read the electric meter due to dogs in the yard which result in estimated readsThe gas meter has not been estimated each month and there are no access issues for the gas meter 1/31/Meter re-read - [redacted] Re-read shows that the previous read was not over estimated 2/15/Billing - Based on estimated Electric reading - [redacted] 1/18/Billing - Based on actual Electric reading 12/15/Billing - Based on actual Electric reading 11/15/Billing - Based on estimated Electric reading 10/17/Billing - Based on actual Electric reading 9/15/Billing - Based on actual Electric reading 8/16/Billing - Based on estimated Electric Reading 7/15/Billing - Based on estimated Electric Reading PSC Regulations and Tariff: [redacted] Resolution: [redacted] spoke with MrsCantarero and she gave permission to speak with her husband [redacted] explained to [redacted] that LG&E came out to read the electric meter on 1/31/to verify that the previously estimated read was not over estimated [redacted] advised that LG&E’s estimated read on 1/21/was [redacted] and when we came to r [redacted] was not over billed [redacted] discussed access to the electric meter is necessary to avoid estimated readings in the future and that all previous estimates were due to dogs being in their yard [redacted] advised that there is a separate fenced area that they keep the dogs in that is located away from the electric meter [redacted] advised [redacted] that he would note this information for the meter reader to avoid the need to estimate the bill in the future [redacted] explained where to look on the bill each month to see the next meter reading window so [redacted] knows exactly when to expect the meter to be read [redacted] accepted ***’s explanation and thank LG&E for contacting them to address their concernsThanks, [redacted] ***

Issue: Such a wonderful company to want to shut off my electric when I have a baby and am pregnantThe back storeMy Father passed away In April and when he did I called the electric company and let them know and asked for the bill to be changed to me nameThey said they are not able to because I owed a balanceI paid some but not allAs I am not able to work, my father left me this house before he diedFast forward to a month later I get a notice on my door saying I have days to get the electric in my name or it will be shut offThen they say my credit has to be run that I am not able to be considered a new customerI am speechless and do not know what to say, you’re going to turn off my electricIf this does not get resolved I will be getting a lawyerI had to get the house in my name and the mortgage company was very helpfulThe internet company did not give me any issuesEven the car that my father got me that his name was on the title the dmv did not give me any issuesThis is messed upElectric is not a privilege it’s a necessity This needs to be taken care of this action you are trying to take is in humane [redacted] is upset that her father's account will be closed due to him being deceased [redacted] owes money on previous billing and cannot get the service in her name until she pays the past due balance 5/4/- [redacted] called to have service put into her name at [redacted] advised that she has been living here while service was in Harry Moore's name and that [redacted] is now deceased [redacted] was advised that the past due balance must be paid before service could be put into her name 5/4/- CSR enters case to verify if [redacted] *** is deceased5/5/- Verified that [redacted] *** is deceased and bereavement letter is issued advising that service must be registered into another responsible individual or registered in [redacted] *** 5/24/- Order created to place hang tag at [redacted] advising the service will be disconnected if not taken out of the deceased party's name 5/25/- Hang tag placed on door5/25/– [redacted] contacts LG&E to ask when she needs to have service in her name Policy, Regulations and Tariff: LG&E PSC Sheet Number ** Resolution: *** spoke with [redacted] to advise his findings after researching her complaint [redacted] explained to [redacted] that when she originally called to request the service be put in her name on 5/5/there was a past due balance of $ [redacted] explained that it is required to pay all past due balances before new service can be established [redacted] advised that after making the payment of $on 5/14/all the past due balance had been paid and service could have been put in her nameWhen [redacted] called on 5/25/she only inquired about the notice that was left on her door advising that the service would be turned off in ten days if not taken out of the name of the deceased partyShe never mentioned wanting to put the service in her name [redacted] apologized for the confusion and advised [redacted] that she can now request to put the service in her name [redacted] advised [redacted] to contact LG&E Customer Service to get the service in her name [redacted] explained the deposit process to [redacted] [redacted] explained that there is a deposit required, however with her permission a soft credit check could be run to see if it was possible to waive the security deposit [redacted] advised that this credit check does not impact her credit score and that even if the security deposit is required she does not have to pay it up frontIt can be place on a monthly payment arrangement for up to six months if she prefers [redacted] understood and excepted ***’s explanation and thanked him for researching the matter [redacted] stated that she will contact LG&E Customer Service to have the service put in her name Thanks, [redacted] Martin [redacted] **

From: [redacted] Sent: Tuesday, November 01, 9:AM Subject: FW: You have a new message from Louisville KY Revdex.com complaint # [redacted] Issue: I have been paying my lge for several years and usually you all just attach my balance to the next billWhy this time did you decide to cut my electric off? It's not like I never pay the bill or I am constantly wing reconnectedI work every day to pay my bills with no assistance from any services even through it seems like my bill is getting higher and higher every monthI can't tell you the last time my bill was under $except for my bill for OctoberThis is the way In the past months Ms [redacted] has had late notices but has not called to make a payment arrangement Ms [redacted] has always paid her past due balance on or before the cut-off date for the previous late notices10/06/- Bill of $was due A payment of $was received 10/08/leaving a balance of $remaining A disconnect notice was mailed for the balance of $due 10/21/ No arrangement or payment was made on the account10/27/- The service was disconnected for non-payment of the $ Ms [redacted] was upset because she would need to call back once the payment was made to enter the reconnect order Ms [redacted] paid $and the services were restored A $reconnect fee and additional $deposit were billed at the time of the reconnectionResolution: [redacted] has called several times and left messages for Ms [redacted] to return my call to discuss her billing issues Ms [redacted] has never returned any of the calls [redacted] has mailed a letter to Ms [redacted] asking her to call if she wishes to discuss her issues

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] My response to LG&E is as follows, "Their statement to your office is not true and LG&E has provided no supportive evidence of trying to work with me, therefore to support their word response, Ms [redacted] request that LG&E file proof of the following with the Revdex.com and I wish to be provided with a copy:1) Who contacted me regarding each of the individual damaged properties from - 2016? 2) When (the date) I was contacted regarding each individual property from - 2016?3) How I was contacted (via email, fax, letter, home visit) regarding each individual property that was damaged from - 2016?4) What did LG&E do to resolve the problem and/or replace the property regarding each individual property that was damaged from - 2016?In closing, Ms [redacted] is requesting that LG&E not submit a blanket statement as they did in their word response, but file with your office copies of the original letters, emails, faxes etcproving all of the above in questions - 4, as they did state that they tried to work with me.Sincerely, [redacted]

Issue: I both this house in June and my first month bill was around 60$ which I paid now after a month I received a bill of 173$ how some one can receive a bill of 173$ when no one lives over thereI have neighbors who knows I am not there and in one month I visit my house times and that will be weekendThe neighbors can provide with the letter stating the same thingHow can I receive a 173$ bill for a house where no body lives this can go far if not solved I have proof of not being in that house except for those to times I visit and stayed for to hours Mr***'s usage at this address is not out of line with prior usageResolution: LG&E reread Mr***’s meter on 08/17/This reading was lower than the original billLG&E will be sending Mr [redacted] a corrected bill with the correct reading [redacted] called Mr [redacted] at ###-###-#### and explained this information.Thanks, [redacted]

Issue: ? Such a wonderful company to want to shut off my electric when I have a baby and am pregnantThe back storeMy Father passed away In April and when he did I called the electric company and let them know and asked for the bill to be changed to me nameThey said they are not able to because I owed a balanceI paid some but not allAs I am not able to work, my father left me this house before he diedFast forward to a month later I get a notice on my door saying I have days to get the electric in my name or it will be shut offThen they say my credit has to be run that I am not able to be considered a new customerI am speechless and do not know what to say, you’re going to turn off my electricIf this does not get resolved I will be getting a lawyerI had to get the house in my name and the mortgage company was very helpfulThe internet company did not give me any issuesEven the car that my father got me that his name was on the title the dmv did not give me any issuesThis is messed upElectric is not a privilege it’s a necessity This needs to be taken care of this action you are trying to take is in humane.? ? ? [redacted] ? is upset that her father's account will be closed due to him being deceased [redacted] owes money on previous billing and cannot get the service in her name until she pays the past due balance.? ? 5/4/- [redacted] ? called to have service put into her name at [redacted] ? advised that she has been living here while service was in Harry Moore's name and that [redacted] is now deceased [redacted] was advised that the past due balance must be paid before service could be put into her name.? ? 5/4/- CSR enters case to verify if [redacted] ***? is deceased.? 5/5/- Verified that [redacted] ***? is deceased and bereavement letter is issued advising that service must be registered into another responsible individual or registered in [redacted] ***? ? 5/24/- Order created to place hang tag at [redacted] ? advising the service will be disconnected if not taken out of the deceased party's name.? ? 5/25/- Hang tag placed on door.? 5/25/?" [redacted] contacts LG&E to ask when she needs to have service in her name.? ? Policy, Regulations and Tariff: ? LG&E PSC Sheet Number **? Resolution: ? ***? spoke with [redacted] to advise his findings after researching her complaint [redacted] explained to [redacted] that when she originally called to request the service be put in her name on 5/5/there was a past due balance of $ [redacted] explained that it is required to pay all past due balances before new service can be established [redacted] advised that after making the payment of $on 5/14/all the past due balance had been paid and service could have been put in her nameWhen [redacted] called on 5/25/she only inquired about the notice that was left on her door advising that the service would be turned off in ten days if not taken out of the name of the deceased partyShe never mentioned wanting to put the service in her name [redacted] apologized for the confusion and advised [redacted] that she can now request to put the service in her name [redacted] advised [redacted] to contact LG&E Customer Service to get the service in her name [redacted] explained the deposit process to [redacted] explained that there is a deposit required, however with her permission a soft credit check could be run to see if it was possible to waive the security deposit [redacted] advised that this credit check does not impact her credit score and that even if the security deposit is required she does not have to pay it up frontIt can be place on a monthly payment arrangement for up to six months if she prefers? [redacted] understood and excepted ***’s explanation and thanked him for researching the matter [redacted] stated that she will contact LG&E Customer Service to have the service put in her name.? ? ? Thanks,? ? [redacted] Martin? [redacted] **