California's Valued Trust

After extensive account research, the customer is correct.  Due to a program problem we had with the budget billing program, this customer's account was missed & not corrected in the proper manner.  Therefore, the budget portion of the account was noted incorrectly on the bill each...

month beginning with the May 2016 bill through the October 2016 bills.  The original incorrect bill was mailed and a few days later a corrected bill was sent to the customer, causing the confusion.We will ensure only a correct bill is sent to the customer effective 11/1/16.  The customer still owes an amount of $132.05 from a prior month but we will be preparing a bill and payment statement and will go over with the customer to ensure complete understanding on her part.Our apologies for the error on our part, which led to this confusion.If any questions or if additional information is needed, please contact us. Debbie H[redacted], IPL Customer Resolution [email protected]

On 12/2/16, customer called IPL to find out how much due and total account balance to satisfy payment extension.  Customer had $75.00 Assistance pending; amount due was $103.77 and was told $240.88 was the amount needed to pay entire account balance.  However, $165.88 was needed to pay the...

entire balance; the agent did not take into consideration the pending $75.00 Assistance.  On 12/9/16, the customer again called to find out the amount needed to be paid to complete the Payment Extension & to pay the account in full; she was told $165.88.  On 12/12/16, customer called to see if still on Payment Extension, was told yes and she also had agent process a payment for $165.88.  On 12/13/16, the payment posted and the account balance was zero.  The night of 12/13/16, her account cycled and new charges were added to her account $193.76 - the bill was mailed on 12/22/16.  Customer called on 1/11/17 and was upset on how her balance could be $193.76 - agent tried to explain to customer that these were her new charges, for the period of 11/10/16 - 12/13/16.  Agent also tried to discuss with the customer about her not getting her bill - she would need to contact the Post Office or local carrier - we re-confirmed her mailing info.  She was still upset because the agent provided an incorrect balance on 12/2/16; the current agent apologized for the misinformation but the customer stated we were not telling her the truth about not getting her bills and that she was going to report IPL.If additional information is needed, please let us know.IPL Customer Resolution Management

On 5/13/2015 Mr. [redacted] contacted our office requesting service and was informed that the service was off at the weather head and the pole due to tampering so it would be 5-7 business days. When asked if the meter base had been repaired Mr. [redacted] said that everything should be good to go. He was...

cautioned that if the tech got out to the property to install the meter and it had not been tagged he would not complete the install.  At the end of the call the rep reiterated that if everything had been fixed as he said then there should be a permit and tag there, but if not to be sure that it was done.  This call is attached for your review. 5/14/2015 Mr. [redacted] contacted our office stating that the meter had been tagged.   He was told that it would be 3 to 5 business days. On 5/21/2015 a field check was done and it was found that the customer needs a permit and authorization number, and that some bare wires needed to be replaced in the meter base.  Someone from our Power and Delivery department was to contact him that day. Mr. [redacted] will need to complete this work, a contact us once it is finished.  This will restart the turnaround time. The order has been placed. Please let me know should you have any questions. Mary [redacted]

Our records indicate we received no contact from [redacted] re: disconnecting service at [redacted] until 1/7/16, which was completed at that time.  Our records also show she & Mr. [redacted] assumed the electric bill on [redacted] on 11/11/15.  As a courtesy, we can...

cancel the charges on [redacted] back to the reading date of 11/19/15; this will result in a credit of $216.57, which can be transferred to the new account number [redacted].If you have any questions or need additional information, please let us know.  Debbie H[redacted]Customer Service Support317-261-8413 (office)Debbie.h[redacted]@aes.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

The last payment on this account was made November 8, 2016 for $100.00.    Since that time, the account has billed 4 times without a payment.   Date Description Amount Balance 02/10/2017 Bill/Disconnect   $1759.16 02/10/2017 Metered Elec Charge $394.18 $1759.16 02/09/2107 Mtred Elec Coll Call $17.00 $1364.98 02/06/2017 Late Payment Charge $14.12 $1347.98 01/12/2017 Bill/Disconnect   $1333.86 01/12/2017 Metered Elec Charge $496.15 $1333.86 01/05/2017 Late Payment Charge $10.43 $837.71 12/12/2016 Bill   $827.28 12/12/2016 Metered Elec Charge $364.53 $827.28 12/03/2016 Late Payment Charge $4.64 $462.75 11/09/2016 Bill Ext $199.39 $458.11 11/09/2016 Metered Elect Charge $158.03 $458.11 11/08/2016 Payment -$100.00 300.08   At this time, the amount due is $1759.16.  Of that, $1333.86 is past due.   We offer our customers 2 long term payment arrangements in a rolling 12 month period.  The customer requested and was approved for long term payment arrangements on 03/31/2016 and then again a 2nd time 11/01/2016.   The customer defaulted on the 2nd payment arrangement.   I understand the customer applied for EAP in October, 2016.  However, it is very important for the customers to try to pay something each month so that the customers don’t end the winter with large outstanding balances.  That recommendation is included when an applicant applies for assistance.   Per the initial inquiry, the customer is able to make $200 payments each week.  As it has been almost 4 months since the last payment, we are unable to accept $200 to guarantee service.    We can make an exception with our long term payment guidelines this time and allow the customer to begin a 3rd long term arrangement.  If the customer can pay half of the past due balance, which would work out to $667.00, by March 6, we can place the remaining balance of $1092.16 on a six month extension.    This is 2-3 months longer than our usual payment arrangements.  The customer would then pay whatever the current charges are each month, plus an additional $183.00 until the account is brought current.  The customer is welcome to make weekly payments while on an extension if this works better for her budget.  The customer would just need to make sure that the amount due on the bill is due by the due date.       This isn’t a matter of not allowing a normally current account an additional 14 days to make a payment.  This account hasn’t been paid in well over 3 months.   I will note the account authorizing this agreement should the customer choose to accept.  To do so, it would be necessary to speak to a representative.  The customer can contact IPL at 317-261-8222.  The customer can then let the representative know that the account has been noted to advise of the agreement.

I understand this is a frustrating situation and you are seeking resolution for an issue with the power line/anchor point at the roof.  I did review the notes from our emergency service dispatch technician from the 3/30/16 visit to your home.  He did advise that the anchor point is pulling...

off the house and is attached into a 1/4" trim.  The anchor point that is attached to your home is the responsibility of the homeowner to repair, this is customer owned equipment.  IPL is responsible for the pole and wire coming from the pole up to the anchor point.  IPL can detach the service wire temporarily for the homeowner to safely make the necessary repairs to the anchor point, siding, etc. and reattach the service wire once repairs are complete.  Please call 317.261.8111 when you are preparing to make these repairs and we can disconnect the wire for you. Please contact our customer service department at 317.261.8222 if you have any questions or need additional assistance.

Hello, I apologize for the delay in responding.  Our legal department is currently reviewing Mr. [redacted]'s complaint in conjunction with our metering department. I have requested that we receive a response early next week. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No one ever verified if this information is accurate in a day and time when ide no person or business trust credit reports 
Regards,
[redacted]

Revdex.com Complaint #[redacted]Mr. [redacted]4440 Denniston TerraceIndianapolis, IN 46241Account #[redacted]Two payments in the amount of $85.96 posted to Mr. William's account on 7/14/15.  Both of these payments were customer initiated ACH payments made on a mobile device; the first payment was...

submitted by the customer on 7/13/15 at 12:07 AM and the second payment was submitted by the customer on 7/13/15 at 12:13 AM.  The second payment of $85.96 was returned to IPL by the customer's financial institution as non-sufficient funds.  Due to this appearing to be a error by the customer when processing their payment, IPL has waived the returned payment fee of $20.00 on Mr. [redacted]' account as a courtesy.  However, IPL is unable to reimburse Mr. [redacted] for any NSF fees charged by his financial institution due to both of these payments being submitted by the customer 6 minutes apart.Sincerely,David F[redacted]Indianapolis Power & Light Company Customer Service

Hello, [redacted] is not the customer of record here.  Nor is a [redacted] authorized.  As such, we are not able to provide any details.  However, a customer who as fully authorized also filed an IURC case regarding payment of this account.  Because he is authorized, we...

were able to provide details of the account in our reply to the IURC.  If [redacted] should be on service here, please have her come to our Customer Service Center at 2102 N Illinois Street with government ID so that we can correct the name.  We are open Monday-Friday from 8:00a to 5:00p. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is no way that the second half of the double wasnt looked at being that the landlord was here at the time. It was something that IPL didnt take care of the other side of the double had the same issue although it was "looked at in 2010" it was still being overcharged. I just think that the whole situation is unfair. I would have called sooner to look into the issue but when I moved in the landlord assured me that the house ised to be gas but he had it remodeled and that everything checked out with the light company. I work for ATT I.know that if something needed to be done to make things right for customers it will be done.
Regards,
[redacted]

After having reviewed Mr. [redacted] usage, I found where the apartment is heated electrically.  I have included the past 60 days of daily kWh so that you can see how it varies due to the weather.  I've also included a copy of his 12/16 bill, which shows the average high & low temperatures...

for the current billing period, the prior month and the same period last year.  The temperatures were lower which would cause the usage to be higher, unless the thermostat temperature is set lower.If Mr. [redacted] would like his meter to be tested, he can contact our office and that can be set up.  However, if the temperatures increase, his usage will decrease so it won't be the exact same setting as his original complaint period.Also, Mr. [redacted] meter is not read via satellite; this is the same meter technology we have used since 1999.  It is cellular based and we receive readings daily from his meter.If there are other questions, please let us know.Deborah H[redacted], Customer Service Support IPL

Revdex.com Case [redacted]
Ms. [redacted] is correct that we ask customers for a phone number when making a trouble report.  The phone number is recorded so that our technicians can contact the customer if he has trouble locating the pole/address or has additional questions that would help diagnose the issue.   I can understand wanting a phone call to advise of status.  We do offer an automated call once a repair has been completed that our customers can choose to receive.  The customer can also choose to speak to a Representative to place a repair ticket instead of going through our automated system to report an outage.  When speaking to a person, our customers can request a call from a technician, and our agents can enter that request into the repair request.  Our technicians will make an effort to contact the customer if it is noted.  However, there are times, especially in the winter, that we have a number of outages (we can receive hundreds of calls in a short time), and taking the time to actually call each customer just isn't possible.Our technicians perform tests when we receive reports of street light outages, so we don't do only a simple drive by.IPL will be replacing the light.  Weather permitting, we will have it replaced within the next 10 days.  If Ms. [redacted] continues to have issues with the light, she is welcome to email any concerns to [email protected] with "Attention: Tammy" in the subject field, and I can work to make sure her concerns are addressed.
Thank you,
 
IPL Customer Services

Good afternoon Mr. [redacted],I have reviewed the document you provided from Experian, however this document would not be a valid confirmation as it does not contain your social security number, middle name and/or middle initial or a dob to confirm identification.  I have attached the social security card and photo id, redacted for your security, that you provided in our office.  This documentation is invalid as due to the middle name is not a match between the two pieces of identification.  We would need a valid government issued photo id along with a valid social security card to confirm your full name and date of birth, a birth certificate would be an added piece of documentation to confirm your identity.  Thank you

Good afternoon, Mr. [redacted]’s statement that he contacted Cool Cents, and that theyhave given him different information concerned me.  I have followed up by calling their helplineand they confirmed that they have the same information that we have provided.  Their information also states that the creditshould be applied to the July through September bills, for a total of $20.00. The following is taken from the FAQ sheet on our website.    However, upon further research I did find that Mr. [redacted]’s participatesin IPL’s prefered billing program, because of this the bill he would normally receivein the middle of the month is delayed until the beginning of the nextmonth.   If Mr. [redacted] billed with his normal district he would have seen his firstcredit when his bill printed on 6/17/2015.  Due to his billing preference, Mr. [redacted]’s bill is held and his creditwill show up on his bill that prints on 7/6/2015.  He will receive an additional credit, on hisbills that print on 8/7/2015, 9/8/2015, and 10/7/2015. I apologize for my initial oversight. Please let me know if I may be of any further assistance.    __________________________________Jamie[redacted]AdministrativeAssistantDesk...⇄

IPL did receive her check on 9/28/16.  The work order should have been written approximately 10 days later but an error occurred and it was not written until 11/1/16.  All construction jobs average 4-6 weeks for start-up due to other jobs already in the queue; this would have been...

approximately mid-December.On 12/12/16, Rodney's supervisor spoke with Ms. [redacted] that morning to discuss the project and explain IPL's standard construction timelines.  There was also a site meeting that had previously been scheduled for 12/13/16 and he invited Ms. [redacted] to also attend it.12/13/16 - Rodney J[redacted], IPL Engineer, [redacted] and Ms. [redacted] met to discuss next project steps.  [redacted] needs to bore into the underground cable before IPL crews can complete the project.  However, trenching is weather dependent and it was too cold the week of 12/12 & also is early in the 12/19 week; hopefully later in the 12/19 week.  According to Rodney, Ms. [redacted] was pleased with the answers she was given.  We think she felt reassured that her job was definitely in progress and was not being ignored.Please advise if other questions.Thank you.Debbie H[redacted]Customer Service [email protected]

Revdex.com complaint [redacted] Account number [redacted] Mr. [redacted] is currently enrolled in our cool cents program.   The program does run May through September. However, participants are compensatedwith a $5 credit on...

their electric bills for the months of June, July, August,and September.   This is outline on our website which you may visit through the linkbelow.  https://www.iplpower.com/content.aspx?id=177 Mr. [redacted]’s June’s usage has not billed yet, and his firstinstallment of his credit will applied his next bill.   Please let me know if I can provide any additional information. Jamie  __________________________________Jamie[redacted]Administ...⇄

I have reviewed the account and found the following: Revdex.com Concern [redacted]Account #[redacted]Meter # [redacted] The customer’s heat source is electric. This is the first winter season since IPL’s rate change effective March 31, 2016. The usage is in line with...

previous winters.  In fact, the usage for February, 2017 is significantly lower than previous winters.  Although the January 2017 usage is considerably higher than February’s usage, it is still lower than or comparable to many of the past winter months at this address.  The meter reading is not estimated.  The meter is read every night around midnight via cellular technology.    Heat is a huge part of one’s utility consumption.  I’ve attached a 60 day kwh history along with the daily temperatures for those days.  You’ll see a direct correlation between usage and temperature.  The colder it is, the more the customer uses. My daily records go back just 60 days, so I wasn’t able to capture the daily usage for several of the days in the January billing cycle.  However, there were some very cold days during that time, so I’ve copied the daily temperatures into the spreadsheet as well for reference.The customer could consider going on budget to stabilize her bill if she chooses.  At this point, her budget amount would be $172 a month.  We do review budgets on a quarterly basis to verify accuracy.Please let me know if you have any additional questions. TammyIPL Business Analyst