California's Valued Trust

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My dispute/complaint with Indianapolis Power & Light is not regarding whether or not I received disconnect notices.  My complaint is regarding their policy of how/when to charge a deposit and how much of a deposit is being charged.  My question/dispute/complaint, is what is the negative impact my late payments had to IPL that warrants a $705 deposit?  I understand charging a late fee, but my service was not disconnected...no one was required to drive to my house to reconnect service, nothing after hours to pay workers overtime, no gas was used to come to my house....please explain what warrants me to have to pay $705?  Other than the fact that IPL can charge that amount, because I have no choice but to pay it, if I want to have power....That allows them too much power to do what ever they want to do...why is the deposit so much...I'm asking someone to step in and question their policy and why the deposit so high.  Again, an understandable policy if you are charging a deposit...only for disconnect notices (not an actual disconnect), might be something like $25 or $50 per disconnect notice.  Or maybe based on someone's credit...and individual merit...not just a blanket policy for everyone.  IPL is just assuming I'm going to cancel service and not pay my bill.  I have good credit and pay my bills....this is just an unfair policy, IPL should not be allowed to do this just because they can...and consumers have no other choice but to pay them if they want to keep their service.
Regards,
[redacted]

Revdex.com Case [redacted]
[redacted]
[redacted]Account [redacted]Ms. [redacted] service was disconnected on 08/10/2015 at 10:42 AM due to nonpayment. The payment was made on 08/10/2015 at 10:46 and the reconnect order was issued.  IPL makes every...

effort to restore the service the same day by 9:00 PM as long as IPL has safe and clear access to the meter.  However, the service is not restored the same day IPL has up until 9:00 PMPM the next business day as long as IPL has safe and clear access.Ms. [redacted] service was restored on 8/11/2015 at 2:30, well within these guidelines. I understand that being without power is a frustrating experience and I apologize Ms. [redacted] wait.  However, we do restore all services as quickly as possible.Please let me know if I can be of any further assistance.  Thank you,Jamie

I have that we responded to this complaint on 5/5/2015 at 8:05 AM.  I have forwarded the original response to [email protected].  Please let me know if you do not receive this email. Revdex.com ID #[redacted] Account#...

[redacted] We have record of a meter investigation being completed for [redacted] in 2010 but not for [redacted].  On 3/27/2015 Ms. [redacted] contacted our office requesting a meterinvestigation.  The investigation was completed on 4/15/2015, theinvestigation determined that the residence was totally electric.  The account was adjusted for a 12 month period per 170IAC 4-1-14 Billing Adjustments.  We removed charges at theprevious of $1885.51 and rebilled the charges with the correct rate totaling$1783.10.  We also removed $34.81 of late fees.   No otheradjustments will be ordered for the account. Should you have any questions please let me know. Thank you Customer Services IPL

Tell us why here...Revdex.com Case 10959375S[redacted]
Account [redacted]I can definitely understand [redacted] confusion when reading the bill.  However, the information on her bill is correct, a copy of this bill has been attached for your...

review. The message that read, “A payment of $238.10 is due immediately to avoid disconnection of you service.  All services attached to the account may be disconnected without further notice…” Only references [redacted] past due amount that made her eligible for immediate disconnection.    The due date listed in regards to her current charges, $73.72.  This date is important and should be included on the bill because [redacted] could have just paid the amount making her eligible for disconnect and not her current charges.  If she did that her current charges would have needed to be paid by 11/19/2015 in order to avoid a late fee. It is also important to give the due date because if a customer is disconnected and they pay before their due date of the current bill they can just pay the disconnect amount to be reconnected, but must pay their total account balance if they pay after that due date. Please note that [redacted] had already received notification that she was subject to disconnection without further notice if she did not pay her previous month’s bill by 10/21/2015, this bill has been included for your review.However, with that being said [redacted] did receive a courtesy call telling her that if she would need to pay by 11/19/2015 to avoid disconnection. This was an error on our part. I would not be able to refund the payment she made in excess of her disconnect amount as her current charges are now past their due date, but I would be able to waive [redacted] disconnect and reconnect charge totaling $30.00 that has been added to her next bill.  I apologize that [redacted] did not receive courteous service when she contacted our customer service team.  I will have these calls reviewed for coaching opportunities and make sure that any unprofessional responses are addressed. Please let me know if I can provide any additional information. Thank you,Jamie__________________________________Jamie [redacted]Administrative AssistantDesk: [redacted]Cell: [redacted]

Revdex.com Case [redacted]
 
[redacted]
 
Account [redacted]
Hello,
I have reviewed the customer’s concern and found the following: 
IPL did place a deposit of $705 on the customer’s account 10/11/2017.  This was done after the customer...

received his 3rd disconnect notice in a 12 month period not connected to an extension. 
The disconnect notices were on the following statements:
10/10/2017
07/11/2017
06/09/2017
 
He also received a disconnect notice with the 04/10/2017 bill when the extension he had in place defaulted as we did not receive the amount due for the extension bill that printed 03/09/2017.
We bill in arrears, which means by the time we send out a bill, the customer has already used a month’s worth of electricity.  If the customer doesn’t pay the bill in full, a disconnect notice may generate with the 2nd bill.  By this time, it is possible for the customer to have used 2 full month’s worth of electricity with no payment. 
We are authorized to bill a deposit after the 2nd disconnect notice in a row, which actually happened on Mr. [redacted]s account in July, 2017.  We can also bill a deposit if the customer receives 3 disconnect notices in a 12 month period.  Instead of billing a deposit in July, we mailed a deposit warning letter to give Mr. [redacted] an opportunity to bring and keep his account current.
  When the customer received another disconnect notice which fell within the guidelines of the 3 disconnect notices in a 12 month period, we billed the deposit. 
Because we understand that billing a deposit when our customers already have an outstanding balance can create a financial hardship, we offer long term extensions for our customers.  Those extensions are normally 3 or 4 months in length.  In this case, a Manager in Customer Services made an exception, and granted the customer a 12-month extension to help bring his account current on 01/03/2018.  This far exceeds our normal procedures. 
 
The deposit that was billed was appropriate for the two services the customer has.  It was warranted based on payment history.  We have extended a tremendous courtesy to Mr. [redacted] in allowing him a 12 month extension on his deposit and past due charges.
Mr. [redacted]’s next bill will print 01/10/2018.  It will be $98, plus whatever his usage charges are.  I would encourage Mr. [redacted] to keep this arrangement each month if at all possible as this isn’t an offer we would be able to extend if the customer defaults on this arrangement.
Please let us know if there are additional questions.  I have attached the disconnect notice bills for reference.
IPL Customer Services

Revdex.com Case [redacted]
 
[redacted]
[redacted]
[redacted]
 
Account [redacted]
Hello,
I have reviewed Ms. [redacted]'s concern.  I"m sorry to hear of the frustration she has gone through.  She is correct that IPL has come out multiple times now as a result of the...

customer reporting the street light.  At times, we have found no issue.  We have changed the bulb and the fuse in an effort to correct any issues not found.  I drove by there 3 times myself.  There is a light in the front of the house one behind the house.  There is also one on the other side of [redacted] and across [redacted] Street.  All 3 lights have been on in the evenings when I've driven by.  Additionally, we set the two at [redacted] to stay on to make certain there are no issues.  This is a temporary test, and we will return to make them come on only in the evening/night hours.  I would suggest taking a picture or video if she still has trouble with the light staying on.  She could also call our Trouble dept at 317-261-8111 when she sees the light out.  The Trouble Dept is open 24/7. 
We've checked each of the lights and they are all in working order at this time.  Thank you,
 
IPL Customer Services

In review of your concerns regarding the increase in your electric bill, I have reviewed your usage history for your residence.  Our records indicate service was placed in your name September 2014 to present.  I have attached the usage/charge history for your meter at this location from...

September 2014 to present and the usage is in line with the same time periods for the previous year.  I show that your residence is has gas heat, therefore the usage would increase in the summer due to air conditioning.  We have had some pretty extreme weather over the last month which will increase your usage.  The history will show that from the April Bill through the September billing you average 115.00 - 120.00 monthly which is in line with the summer season.  Your usage will depend on the weather and the temperature you keep your thermostat on, if the thermostat is in the "ON or Auto" position, the use of appliances, etc.  I would be more than happy to send out a brochure that may provide additional tips on energy conservation and how to decrease usage.  We suggest keeping your thermostat on 72-74 and increasing a degree or 2 when you will be gone for long periods of time.  This should help keep your air conditioning and the room temperature more consistent and will prevent your a/c from running as often and for longer periods of time.  Your monthly usage is a reading that is transmitted daily and are not estimate readings.  If you should have any further questions or would like additional information, please contact our Customer Service department at 317.261.8222. Thank you

Customer [redacted] had also filed a complaint with IURC and response was sent to them on 1/31/17.  Here is the information sent to the IURC on 1/31/17 along with several attachments of information:1.       The home/residence is heated electrically  -...

baseboard heat 2.       This is the 1st winter season of bills since IPL’s rates changed 3/31/16 3.       I’ve attached a copy of the 1/17 bill showing the average high & low temperatures for the current period & the previous period; the current period quite a bit lower 4.       A copy of the daily readings for the past 60 days; most days showing well over 100 kWh and a few exceeding 300 kWh;  I’ve noted the high & low actual temps next to some of the high & low usage days as there is a correlation 5.       A copy of the 36 month kWh history for this customer; usage is in line with prior winter periods; in fact, 1/17 + 12/16 kWh less than 1/15 + 12/14 kWh but charges are more due to 3/31/16 rate change. 6.       A copy of the actual high & low temperatures taken from the National Weather Service; many days were in low teens or single digits 7.       1/4/17 – customer payment created $186.15 credit balance; however, when her account cycled on 1/12/17, her current cycle charges were $541.35, which were applied to her account balance 8.       1/12/17 – Customer’s 12 month settle up bill issued – it is attached. a.       She did have a small credit balance as of the 11/16 bill – I’ve attached the 10/16-12/16 bills. 9.        1/17/17 – Customer called to discuss the Budget and actual charges; she said she was contemplating going off the budget; the agent advised her to wait until the temperatures increase. 10.    1/26/17 8:51am – customer attempted to set up a long term payment arrangement through the IVR but was not allowed due to her account being on Budget 11.   1/26/17 9:05am -  customer spoke to agent and requested to be removed from Budget and her request was processed.  The agent then advised the customer that her being on Budget caused her to not be eligible for a long term payment arrangement but now she would be.  The agent should have gone ahead & processed her arrangement request; but rather advised her to try to arrange through the IVR.  I’ve forwarded the agent’s call with the customer to her supervisor for further training.  12.   There have been no further calls from the customer; however, if the customer wishes to contact our Customer Service, I have noted her account to set her up on a long term arrangement up to 6 months

BB Case [redacted]
 Account [redacted] It was found and agreed up during  our project cooperation,a collaborative effort of Indianapolis Power and Light Company and itscustomers, that it was not feasible for the utility to prune...

individual treesmore often than once every 3 years.   Due to this we do our routinemaintenance in a 3 year cycle.  We attempt to prune the trees in such amanner that, assuming the expected growth rate of the species of the tree, theMargin of Safety will be present until the next cycle.  Ms. [redacted] section was last trimmed on 06/21/2013 and isscheduled to be trimmed again during the second quarter (April-June) of2016.  Barring any emergency maintenance this is the next time we will bedoing routine maintenance of Ms. [redacted] vegetation.   Any other routine maintenance of the vegetation would be theresponsibility of the customer.    Please let me know if I can provide any additional information. Thank you, Jamie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards, I didn't mean that I could pay 200.00 a week cause I can't but I will try to keep the arrangements cause I am disabled and have no means to pay a bill that's why it hasn't been paid in 3 months
[redacted]

Re: [redacted] 01/04/2017 [redacted] calls to say a $10 a payment was made and Mom , [redacted], is on oxygen. He paid [redacted]’s account instead of [redacted]’s. 01/24/2017 Payment for $320.45 returned/no such checking account number 02/06/2017 Payment for $325.00 returned/listed as unauthorized....

02/09/2017 Medical Alert Forms for [redacted] are requested again. 02/13/2017 Service Interrupted for non-payment/returned checks. 02/21/2017 IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from 2014 using only her account information and not reviewing service address. 02/21/2017 [redacted] calls for service.  He has an outstanding balance of around $600 from a previous location. He is also told could start new service if he pays half his outstanding balance.  This is also without reviewing service address information. 02/21/2017 Tampering found with the meter at this location.  After we disconnected the service for non-payment on 02/13/2017, it was turned back on by someone other than an authorized IPL employee. 02/21/2017 IPL discovered [redacted] passed away 09/12/2016.  Also discovered that [redacted] and [redacted] are linked. 02/23/2017 [redacted] calls again for service. Other calls as well with Mr. [redacted] demanding service and our requiring payment. [redacted] has an outstanding balance.  [redacted] has an outstanding balance.  [redacted] may have an outstanding balance.  [redacted] implied that [redacted] was still alive when she has passed several months back.  Our credit department has determined the 3 of them have other addresses in common and has determined that at least one party has been living there.  Multiple returned payments as well among different accounts involved. A representative did order the service on and in [redacted]’s name March 3rd .  However, she should have insisted on cash, and service will be interrupted if payments come back and aren’t honored with cash.  I reached out to our metering/disconnect group regarding the family pet.  I was assured that we do not let dogs out of gates.  In many cases, we won’t enter a gated yard a dog seems aggressive.  Instead, service will be interrupted in a place other than the meter.  I hope their dog is found, but our technicians did not let it out.

Account [redacted]  I've reviewed Mr. [redacted]s’...

concerns.  I'm very sorry to hear of all his medical challenges.  I hope he is able to find relief.   There is no scientific or medical evidence to indicate specifically that smart meters create general public health and/or safety concerns. Indianapolis, Power & Light Company (IPL) has utilized Advanced Meter Reading (AMR) since the late 1990s.  Our communications network allows IPL to utilize AMR and Advanced Metering Infrastructure (AMI) Technology together on one network. AMR is a one-way, wireless, data transmission system.  The AMR meter collects usage information and transmits it via a radio frequency (RF) wireless network to a receiver, usually mounted on a nearby utility pole.  The receiver sends the information to a larger base station, which later sends it to IPL to use in billing. AMI technology allows real-time two way communication between metering endpoints and IPL.  The AMI technology creates an RF mesh network, which provides self-healing redirection of data transmission in the event of network equipment failure.  Highly accurate data, improved billing, higher reliability and improved outage management are just a few customer benefits of AMI. Safety is our first priority.  We take the safety of our employees and our customers very seriously.  Mr. [redacted]s had an AMR meter installed on his property until he chose to remove it and replace it with a meter than he purchased on his own.  We replaced the meter he purchased with an AMI meter. It is necessary for the electric meter installed to be an IPL owned meter for billing, reliability and safety reasons.  I've attached some additional documentation regarding the safety of smart meters.  Thank you,Tammy

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]

Good afternoon Mr. [redacted],We understand how important your power is to you and your family and apologize for the delayed response to your inquiry.  I reviewed your account and found that on 3/23/16 our system automatically generated a letter to send to the property address due to unknown usage...

at this location.  The previous party had ended service as of 3/14/16 and our system did not recognize anyone on service to bill, therefore generating the letter that service would be disconnected if there was not a party on service to bill.  The service was disconnected on 4/13/16 and I do show that you called at 7:15am on 4/14 to inquire and get service transferred into your name as of your move in date of 3/14/16.  Once service has been disconnected we do make every attempt to reconnect the same day, providing we have clear and safe access back to the meter, however we do have through the next business due to workload, weather, etc.  I show that service was reconnected at 4:20pm on 4/15/16.  I realize that it is very frustrating to be without power so we do attempt to restore services as quickly as we can.  If you have any further questions or should need assistance in the future, please do not hesitate to contact our Customer Service Department at 317.261.8222 or visit our website at www.iplpower.com. Please let us know if there is anything else we can do to assist you at this time.

In review of this account with IPL, some of the information is too old to validate, therefore our credit department has contacted the collection agency to remove this from the individuals credit report.  I do show that the debt was paid by the account holder in July of 2013 and was reported as...

paid to the collection agency in August of 2013, but we have requested it be removed from his credit report as a courtesy.  We have sent this updated information to the collection agency as of today, however we cannot confirm how long it will take the credit bureau to remove this from his report.  We have also sent a letter to the customer via email as a confirmation that the debt has been paid in full.   Please let us know if you have further questions or need additional information.

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.
I am not satisfied with response because I should not have to take time out of my busy work week trying to contact the office to schedule an appointment.  I prefer to be contacted by IPL and need a Saturday appointment for this unless they have someone available during the week that can come out at 6pm?  Also I have to turn the temperature on a minimum of 75 just for heat to kick on and sometimes that still won't turn it on.
Regards,
[redacted]

Good afternoon,   Mr. [redacted]’s statement that he contacted Cool Cents, and that they have given him different information concerned me.  I have followed up by calling their helpline and they confirmed that they have the same information that we have provided.  Their information also states that the credit should be applied to the June 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 participates in IPL’s prefered billing program, because of this the bill he would normally receive in the middle of the month is delayed until the beginning of the next month.    If Mr. [redacted] billed with his normal districted he would have seen his first credit when his bill printed on 6/17/2015.    Due to his billing preference, Mr. [redacted]’s bill is held and his credit will show up on his bill that prints on 7/6/2015.  He will receive an additional credit, on his bills that print on 8/7/2015, 9/8/2015, and 10/7/2015.   I apologize for my intitial oversight.  Please let me know if I may be of any further assistance.      __________________________________ Jamie [redacted] Administrative Assistant Desk: 317-[redacted] Cell: 317-[redacted]   From: [email protected] [mailto:[email protected]] Sent: Tuesday, June 09, 2015 1:24 PM To: IPL Customer Resolution Management Subject: You have a new message from the Revdex.com of Central Indiana complaint #[redacted]9.

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

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.
 I provided the correct documents that IPL and [redacted] asked. I have emailed as well as hand delivered. Even when I hand delivered the letter received via email, the person at the counter called someone at the location had them come out looked at the document, and stated that was the last document needed. It contained the rounting and account number. I don't understand and find it ligit or fair that IPL is refusing payment due to one simple error that was out of my countrol that was immediately fixed when notified, denied my payments all together. Even though I verified and sent verification that my account is valid never was and never has been frozen, with letters from [redacted] bank and [redacted] but yet still isn't good enough. No income and hard to get transportation to location and they are refusing the only card I have to make payment with. I do not have the extra funds to pay additional fees. I have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were denied. Also never was addressed by the individual who disconnected to see if payment was even made or tempted to be made.  I have contacted IRUC and legal aid on this matter because I feel I am being treated unfairly when I have done EVERYTHING asked. One failed payment and my account is blocked? No second chances? Especially not my fault. 
Regards,
[redacted]

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.
Regards,
I am [redacted] or [redacted] same person same birthdate and same ssn. My name was changed cause somebody was messing with my account years ago. I go by either or, prefer [redacted] but [redacted] is my birth name  account [redacted]. My bank accounts have [redacted] on them so who's been paying the bills. Same person either way. When I call I say [redacted]
[redacted]