Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Just to make it clear it was more than one rep that failed to place my reconnection order not just one like Citizen response states..But this response/resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted] was contacted by Citizens Energy Group by letter requesting access to change the meter due to the meter not registering usage. The customer contacted Citizens Energy Group on February 9, 2017 to schedule the meter change. Citizens Energy Group completed the order on February...
20, 2017. Mr. [redacted] contacted Citizens Energy Group on February 23, 2017 stating our service person changed the yoke and transmitter. Customer states the valve before the yolk is now leaking continually and that there was water everywhere when our service person left. We asked if there was damage and the customer stated it was down to a drip and 2x4’s and towels are under it, but was unable to fix it because he was unable to shut the water off. We sent a leak order on February 23, 2017 and identified the Stop and Waste valve was leaking. We attempted to leave a caution tag (which notifies the customer of said issue in writing) but the customer would not accept the tag. We recently spoke with the technician who changed the meter on February 20, 2017 and he indicated the meter was changed and touchpad removed from the outside of the house. The yoke was not changed during the visit and there was no leak before or after completing the order. The customer may file a claim with Citizens Energy Group and the claim will be handled by our claims department, however based on the information provided by the service technician that visited the home as well as the terms and conditions , the repair of the Stop and Waste valve is the responsibility of the customer, see below. As indicated below in rule 7.1 of Citizens Energy Group’s Terms and Conditions, Citizens Energy Group owns the meter and the customer owns and must maintain, purchase, install all meter pit facilities. The customer is responsible for repairing any leaks on their portion of the service line (from the property line into the customer’s home). 7.1 Ownership and Size of Meter and Pit. All Meters shall be owned, installed, removed and maintained by the Utility. The Utility shall determine the kind and size of Meter to be used in connection with any Service Pipe. Except as provided in Rule 7.3, all Meter pits, Meter pit covers and other materials comprising the Meter pit facilities shall be purchased, owned, installed, removed, and maintained in a safe manner by the Customer. Repair to or replacement of missing or damaged Meter pit lids for public safety reasons shall be made by the Utility, but at the Customer’s expense. Each Customer shall pay a fee for installing a Meter as set forth in Appendix A of the Utility’s Rate Schedules.
I spoke with Mr. [redacted] today and apologized for the inconvenience he experienced. After reviewing the account of [redacted] St. the account was not updated with a mailing address which caused him to not receive billing for the location. Almost all of the charges for this location...
were base fees due to the location having access to our services. I explained since the mailing address was not updated I have credited the account and the balance for [redacted] St is now zero. Mr. [redacted] thanked me for calling and taking care of the issue.Sincerely,[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.The company used bad water meters billing customer. After a new meter installed at location [redacted] Ave, the bill around $80 for Nov looks a correct bill. But the company billed this account #[redacted] extra as much as $445.53 that I never have been serviced before.
Remove the bill $445.53 from the total 636.05 in Nov. 2014.Regards,[redacted] %3
Citizens verified on June 4th and on June 9th, that there is a leak at the meter on the compression fittings, after the original request was made June 3rd. The customer's plumber provided incorrect information stating the leak is the responsibility of Citizens to repair. The...
repair of any portion of the water service line is the responsibility of the customer. The leak is on the street side of the meter and isn't registering the water loss. A notice outlining the finding and a follow up letter was sent to the customer. The letter gives the customer 30 days to make the repairs to the compression fittings as the leak is attributing to unaccounted for water loss on the distribution system.
Citizens left notification of the findings and confirmed the responsibility of the leak. Our service personnel can be pulled off to address emergency work, however, we should have notified the customer of the change in date/time in the original work order. We apologize for any confusion and delays.
We have reviewed the concern and found there is a mix up in the addresses that were submitted by the contractor who was building the homes in this development. We are in the process of making a correction to the service addresses involved and will be notifying those customers that are...
impacted. Until the correction can be completed, we provided Mr. [redacted]’s instruction on how to turn the water on at his rental property, but he was unable to turn it on. On 11/29, Citizens sent a service tech to the property to ensure the water was active to the home and it was. Since then, we tried to follow up with the customer several times to ensure that he has water service and we have been unable to reach him.
I left a message for Ms. [redacted] but have been unable to communicate with her at this time. We tried to disconnect the gas service on 10/3/14 but were unable to do so due to difficulty reaching the meter. The service was disconnected on 2/12/15. There was no gas usage from October...
to February. I have removed the monthly charges from October to February. The account had a credit of $155.10 after the adjustments were completed and a refund check was generated on 2/17/15.Ms. [redacted] should receive the refund check of $155.10 within one to two weeks.I apologize for the inconvenience this has caused.Sincerely,[redacted]
Citizens completed the meter test and the meter test at 100.33% accuracy, which is within the range of a properly working meter. Historically, faulty meters will under register usage on the meter. Citizens noticed after the toilet leak was repaired, the usage continued to be higher than the historical usage. When the meter was changed due to the meter test, the usage returned to normal. Based on previous experience, it appears there was an additional leak at the meter. When the new meter was installed, the connection to the meter was tightened. Tightening the connection has appeared to correct the additional usage. The meter connection and gaskets are the property of the homeowner and the homeowner’s responsibility to repair. The connections are tightened when a new meter is installed, so it was self-correcting.
Based on the findings, Citizens has processed an additional adjustment for an underground leak for the periods of December and January. These are the 2 months with the highest usage after the toilet was repaired and when the meter connection was leaking. The additional adjustment is for $334.28, plus we removed $17.95 in late fees. The account billed on 6/16/17 with the current charge of $89.93, plus the previous unpaid balance of $231.8, a total bill of $321.76 due July 6th. After the second adjustment was processed, it leaves a
credit balance on the account in the amount of $30.47. There is no payment due for this month. The next bill will be sent mid-July with a due date of early August.
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 feel like the issue hasn't been resolved. It has been over 30 days for the meter be reviewed to determine if the meter was faulty. If you check the last couple of months my water bill has remain low and hasn't been high since the meter was changed. This means there was something faulty in the meter. I refuse to keep paying a high water bill. Just called last week in regards to new bill and the water bill was 25 and the sewer costing $97. I was advise that the sewer bill was higher because if reflection of last year summer months when everyone was using water and so I am responsible to help pay for those charges. Then customer service rep also said that it is reflecting for my water leak. The representative said two different things and I didn't use water or anything or fill a pool or water my grass, so I shouldn't not be subject to someone else usage. I would like this to be resolved so that I can move forward.
Regards,
[redacted] [redacted]
The customer was notified that the services would be scheduled for disconnection after 2/25/17 if a payment of $101.92 wasn't made. The payment wasn't received by the due date and the service were disconnected. Once the service is disconnected, the entire account balance, plus a deposit...
and reconnection fees are required to restore the service.For the customer, the past due amount of $101.92, plus the current charges of $105.34, plus a deposit of $186.64 deposit, and the reconnection fee was $44.00. Making the total amount due $437.90. The customer paid $436.26 to restore the service.A work order to turn the service back is scheduled for Saturday March 4th as we only offer a limited availability for same day restorations. When the customer called today, the available same day restorations had already been filled for today.
The January 2017 meter reading was estimated due to the meter pit being flooded with groundwater. This caused Citizens to be unable to read the water meter. Since sewer usage is based on the water usage, we were forced to estimate the bill for January. We were able to obtain...
an actual meter reading in February 2017. All accounts are billed on a monthly basis. For the sewer portion of the bill, sewer usage is calculated based on the months water usage. Water meters are read monthly and billed monthly in accordance with the terms and conditions approved by the Indiana Utility Regulatory Commission. The actual usage or estimate captured at the time of the billing will then be used to calculate a customer’s bill. The process doesn’t allow for re-averaging of bills when an estimate is used the prior month.
The building at [redacted] was sold by Ms. [redacted] on 8/17/16. I have verified this with the County Assessors Office. Therefore, the charges for unauthorized usage have been transferred to the owner of the property as of 8/17/16. A refund check in the amount of $257.00 has been issued...
and will be mailed to Ms. [redacted] the week of 3/12/17. We sincerely apologize for any inconvenience we may have caused Ms. [redacted].
We have reviewed the account and found per the Terms and Conditions the deposit amount is valid. The customer had two returned payments from his bank on 8/7/14 and again on 10/24/14. When we received the second returned item we sent a notice to the customer advising that...
the services would be disconnected for non-payment. The customer failed to make the payment in time and the services were disconnected. This caused the deposit amount to be reviewed and we found that due to the recent events on the account, that the current deposit amount wasn't enough to cover any delinquency on the account. Based on the increased risk associated to his account, Mr. [redacted] deposit amount would be calculated using 1/3 of the annual bill amounts versus the lower risk amount of 1/6 of the annual bill amounts that was previously used. The change resulted in a deposit of $365.00 ($265 for gas, $50 for water, and $50 for sewer). Mr. [redacted] was previously billed $180 for gas on 9/22/12, $25 for water on 11/15/13, and $25 for sewer on 11/15/13 for a total of $230.00. The difference between the original deposit amount of $230 and the revised deposit amount of $365 resulted in the $135 that was recently charged.Once the bill is paid in full each month, without delinquency or returned bank items, for 12 months, the full deposit will be returned to Mr. [redacted].
The customer did have a toilet leak in September that caused high usage in August and September 2016. The leak was repaired and an adjustment for the excess water loss was processed in October 2016. Ms. [redacted] contacted our office on April 7th and was concerned...
with the continued high usage after the toilet was repaired and she questioned whether the meter was broken. The usage on the meter remained higher than the normal usage prior to the toilet leak, but was still less than the amount used in the toilet leak. The representative explained that if a meter is broken that it will quit registering usage and undercharge a customer. It doesn't over bill a customer. The representative explained that we could send someone out, but that we would remove the old meter and replace it with a new meter. Ms. [redacted] agreed, so on April 7th, we changed the meter. Once a meter is changed, it is brought back to the office and is tested to validate if it's in proper working condition per our terms and conditions. At this time, we are waiting for the test results from the old meter.
If the test results show the meter was in proper working condition, there was something else using the excess water at the property and it wasn't a broken meter. Something at the property was continued to leak after the toilet was repaired. Based on the fact that the usage returned to the customer's normal usage after the meter was changned, we would suspect there was a leak at the meter connection in the meter pit. This type of leak is typically the customer's responsibility to repair; however, when the new meter was set and the connection was tightened to secure the new meter, it possibly stopped the leak. We will need the test results back from the meter test before we can move forward with a conclusion. If this is the case, we can then review the account for a possible underground leak adjustment. We should have the results of the meter test in the next day or two.
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. I would also like to add that I am very impressed by Randy's professionalism and the company making it a priority to service their customers. Thank you for your time.
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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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]
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]
The customer contacted our office regarding a leak adjustment and mentioned the services should have been turned off when he sold the property in March. The customer confirmed the services were turned off by his contractor/plumber, but no one contacted Citizens to stop the account. Per...
the customer's request, Citizens initiation a turn off as of May 1st. When Citizens visited the property to obtain a final reading, we were unable to locate the meters due to the height of the grass (over a foot tall) and shrubs. Without a reading, the account will remain in an active status and incur monthly charges.
Per our Terms and Conditions, it is the customer of record responsibility to ensure Citizens has clear, safe, and easy access to the meters at the property. Citizens was able to gain access to the meters on 6/6/17 and we did obtain final readings from the meters and the customer received a final bill for $30.89. Given the circumstances, Citizens will remove the $30.89 as a one-time courtesy.
A bill was mailed to Mr. [redacted] at [redacted]. on 3/4/16 indicating a past due portion of $151.05 was due and services may be disconnected after 3/21/16 if payment was not received. An order was routed to collect on 4/1/16 and gas service was disconnected at 8:21 a.m. We received...
a payment for $200.00 on 4/1/16 and was applied to the account after the gas service was disconnected. The system automatically cancelled the disconnect order but the service was already disconnected.
When Mr. [redacted] contacted us on 4/4/16 we created an order for 4/4/16 to reconnect the service but unfortunately we were unable to reconnect the first time due to not have access. Another order was created on 4/4/16 and service was reconnected on 4/4/16. There were no additional fees charged to the account.
An additional payment was received on 4/5/16 and the current bill is due on 4/23/16.
We appreciate your patience as we worked through this issue.
Sincerely,
Randy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Just to make it clear it was more than one rep that failed to place my reconnection order not just one like Citizen response states..But this response/resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted] was contacted by Citizens Energy Group by letter requesting access to change the meter due to the meter not registering usage. The customer contacted Citizens Energy Group on February 9, 2017 to schedule the meter change. Citizens Energy Group completed the order on February...
20, 2017. Mr. [redacted] contacted Citizens Energy Group on February 23, 2017 stating our service person changed the yoke and transmitter. Customer states the valve before the yolk is now leaking continually and that there was water everywhere when our service person left. We asked if there was damage and the customer stated it was down to a drip and 2x4’s and towels are under it, but was unable to fix it because he was unable to shut the water off. We sent a leak order on February 23, 2017 and identified the Stop and Waste valve was leaking. We attempted to leave a caution tag (which notifies the customer of said issue in writing) but the customer would not accept the tag. We recently spoke with the technician who changed the meter on February 20, 2017 and he indicated the meter was changed and touchpad removed from the outside of the house. The yoke was not changed during the visit and there was no leak before or after completing the order. The customer may file a claim with Citizens Energy Group and the claim will be handled by our claims department, however based on the information provided by the service technician that visited the home as well as the terms and conditions , the repair of the Stop and Waste valve is the responsibility of the customer, see below. As indicated below in rule 7.1 of Citizens Energy Group’s Terms and Conditions, Citizens Energy Group owns the meter and the customer owns and must maintain, purchase, install all meter pit facilities. The customer is responsible for repairing any leaks on their portion of the service line (from the property line into the customer’s home). 7.1 Ownership and Size of Meter and Pit. All Meters shall be owned, installed, removed and maintained by the Utility. The Utility shall determine the kind and size of Meter to be used in connection with any Service Pipe. Except as provided in Rule 7.3, all Meter pits, Meter pit covers and other materials comprising the Meter pit facilities shall be purchased, owned, installed, removed, and maintained in a safe manner by the Customer. Repair to or replacement of missing or damaged Meter pit lids for public safety reasons shall be made by the Utility, but at the Customer’s expense. Each Customer shall pay a fee for installing a Meter as set forth in Appendix A of the Utility’s Rate Schedules.
I spoke with Mr. [redacted] today and apologized for the inconvenience he experienced. After reviewing the account of [redacted] St. the account was not updated with a mailing address which caused him to not receive billing for the location. Almost all of the charges for this location...
were base fees due to the location having access to our services. I explained since the mailing address was not updated I have credited the account and the balance for [redacted] St is now zero. Mr. [redacted] thanked me for calling and taking care of the issue.Sincerely,[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.The company used bad water meters billing customer. After a new meter installed at location [redacted] Ave, the bill around $80 for Nov looks a correct bill. But the company billed this account #[redacted] extra as much as $445.53 that I never have been serviced before.
Remove the bill $445.53 from the total 636.05 in Nov. 2014.Regards,[redacted] %3
Citizens verified on June 4th and on June 9th, that there is a leak at the meter on the compression fittings, after the original request was made June 3rd. The customer's plumber provided incorrect information stating the leak is the responsibility of Citizens to repair. The...
repair of any portion of the water service line is the responsibility of the customer. The leak is on the street side of the meter and isn't registering the water loss. A notice outlining the finding and a follow up letter was sent to the customer. The letter gives the customer 30 days to make the repairs to the compression fittings as the leak is attributing to unaccounted for water loss on the distribution system.
Citizens left notification of the findings and confirmed the responsibility of the leak. Our service personnel can be pulled off to address emergency work, however, we should have notified the customer of the change in date/time in the original work order. We apologize for any confusion and delays.
We have reviewed the concern and found there is a mix up in the addresses that were submitted by the contractor who was building the homes in this development. We are in the process of making a correction to the service addresses involved and will be notifying those customers that are...
impacted. Until the correction can be completed, we provided Mr. [redacted]’s instruction on how to turn the water on at his rental property, but he was unable to turn it on. On 11/29, Citizens sent a service tech to the property to ensure the water was active to the home and it was. Since then, we tried to follow up with the customer several times to ensure that he has water service and we have been unable to reach him.
I left a message for Ms. [redacted] but have been unable to communicate with her at this time. We tried to disconnect the gas service on 10/3/14 but were unable to do so due to difficulty reaching the meter. The service was disconnected on 2/12/15. There was no gas usage from October...
to February. I have removed the monthly charges from October to February. The account had a credit of $155.10 after the adjustments were completed and a refund check was generated on 2/17/15.Ms. [redacted] should receive the refund check of $155.10 within one to two weeks.I apologize for the inconvenience this has caused.Sincerely,[redacted]
Citizens completed the meter test and the meter test at 100.33% accuracy, which is within the range of a properly working meter. Historically, faulty meters will under register usage on the meter. Citizens noticed after the toilet leak was repaired, the usage continued to be higher than the historical usage. When the meter was changed due to the meter test, the usage returned to normal. Based on previous experience, it appears there was an additional leak at the meter. When the new meter was installed, the connection to the meter was tightened. Tightening the connection has appeared to correct the additional usage. The meter connection and gaskets are the property of the homeowner and the homeowner’s responsibility to repair. The connections are tightened when a new meter is installed, so it was self-correcting.
Based on the findings, Citizens has processed an additional adjustment for an underground leak for the periods of December and January. These are the 2 months with the highest usage after the toilet was repaired and when the meter connection was leaking. The additional adjustment is for $334.28, plus we removed $17.95 in late fees. The account billed on 6/16/17 with the current charge of $89.93, plus the previous unpaid balance of $231.8, a total bill of $321.76 due July 6th. After the second adjustment was processed, it leaves a
credit balance on the account in the amount of $30.47. There is no payment due for this month. The next bill will be sent mid-July with a due date of early August.
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 feel like the issue hasn't been resolved. It has been over 30 days for the meter be reviewed to determine if the meter was faulty. If you check the last couple of months my water bill has remain low and hasn't been high since the meter was changed. This means there was something faulty in the meter. I refuse to keep paying a high water bill. Just called last week in regards to new bill and the water bill was 25 and the sewer costing $97. I was advise that the sewer bill was higher because if reflection of last year summer months when everyone was using water and so I am responsible to help pay for those charges. Then customer service rep also said that it is reflecting for my water leak. The representative said two different things and I didn't use water or anything or fill a pool or water my grass, so I shouldn't not be subject to someone else usage. I would like this to be resolved so that I can move forward.
Regards,
[redacted] [redacted]
The customer was notified that the services would be scheduled for disconnection after 2/25/17 if a payment of $101.92 wasn't made. The payment wasn't received by the due date and the service were disconnected. Once the service is disconnected, the entire account balance, plus a deposit...
and reconnection fees are required to restore the service.For the customer, the past due amount of $101.92, plus the current charges of $105.34, plus a deposit of $186.64 deposit, and the reconnection fee was $44.00. Making the total amount due $437.90. The customer paid $436.26 to restore the service.A work order to turn the service back is scheduled for Saturday March 4th as we only offer a limited availability for same day restorations. When the customer called today, the available same day restorations had already been filled for today.
The January 2017 meter reading was estimated due to the meter pit being flooded with groundwater. This caused Citizens to be unable to read the water meter. Since sewer usage is based on the water usage, we were forced to estimate the bill for January. We were able to obtain...
an actual meter reading in February 2017. All accounts are billed on a monthly basis. For the sewer portion of the bill, sewer usage is calculated based on the months water usage. Water meters are read monthly and billed monthly in accordance with the terms and conditions approved by the Indiana Utility Regulatory Commission. The actual usage or estimate captured at the time of the billing will then be used to calculate a customer’s bill. The process doesn’t allow for re-averaging of bills when an estimate is used the prior month.
The building at [redacted] was sold by Ms. [redacted] on 8/17/16. I have verified this with the County Assessors Office. Therefore, the charges for unauthorized usage have been transferred to the owner of the property as of 8/17/16. A refund check in the amount of $257.00 has been issued...
and will be mailed to Ms. [redacted] the week of 3/12/17. We sincerely apologize for any inconvenience we may have caused Ms. [redacted].
We have reviewed the account and found per the Terms and Conditions the deposit amount is valid. The customer had two returned payments from his bank on 8/7/14 and again on 10/24/14. When we received the second returned item we sent a notice to the customer advising that...
the services would be disconnected for non-payment. The customer failed to make the payment in time and the services were disconnected. This caused the deposit amount to be reviewed and we found that due to the recent events on the account, that the current deposit amount wasn't enough to cover any delinquency on the account. Based on the increased risk associated to his account, Mr. [redacted] deposit amount would be calculated using 1/3 of the annual bill amounts versus the lower risk amount of 1/6 of the annual bill amounts that was previously used. The change resulted in a deposit of $365.00 ($265 for gas, $50 for water, and $50 for sewer). Mr. [redacted] was previously billed $180 for gas on 9/22/12, $25 for water on 11/15/13, and $25 for sewer on 11/15/13 for a total of $230.00. The difference between the original deposit amount of $230 and the revised deposit amount of $365 resulted in the $135 that was recently charged.Once the bill is paid in full each month, without delinquency or returned bank items, for 12 months, the full deposit will be returned to Mr. [redacted].
The customer did have a toilet leak in September that caused high usage in August and September 2016. The leak was repaired and an adjustment for the excess water loss was processed in October 2016. Ms. [redacted] contacted our office on April 7th and was concerned...
with the continued high usage after the toilet was repaired and she questioned whether the meter was broken. The usage on the meter remained higher than the normal usage prior to the toilet leak, but was still less than the amount used in the toilet leak. The representative explained that if a meter is broken that it will quit registering usage and undercharge a customer. It doesn't over bill a customer. The representative explained that we could send someone out, but that we would remove the old meter and replace it with a new meter. Ms. [redacted] agreed, so on April 7th, we changed the meter. Once a meter is changed, it is brought back to the office and is tested to validate if it's in proper working condition per our terms and conditions. At this time, we are waiting for the test results from the old meter.
If the test results show the meter was in proper working condition, there was something else using the excess water at the property and it wasn't a broken meter. Something at the property was continued to leak after the toilet was repaired. Based on the fact that the usage returned to the customer's normal usage after the meter was changned, we would suspect there was a leak at the meter connection in the meter pit. This type of leak is typically the customer's responsibility to repair; however, when the new meter was set and the connection was tightened to secure the new meter, it possibly stopped the leak. We will need the test results back from the meter test before we can move forward with a conclusion. If this is the case, we can then review the account for a possible underground leak adjustment. We should have the results of the meter test in the next day or two.
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. I would also like to add that I am very impressed by Randy's professionalism and the company making it a priority to service their customers. Thank you for your time.
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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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]
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]
The customer contacted our office regarding a leak adjustment and mentioned the services should have been turned off when he sold the property in March. The customer confirmed the services were turned off by his contractor/plumber, but no one contacted Citizens to stop the account. Per...
the customer's request, Citizens initiation a turn off as of May 1st. When Citizens visited the property to obtain a final reading, we were unable to locate the meters due to the height of the grass (over a foot tall) and shrubs. Without a reading, the account will remain in an active status and incur monthly charges.
Per our Terms and Conditions, it is the customer of record responsibility to ensure Citizens has clear, safe, and easy access to the meters at the property. Citizens was able to gain access to the meters on 6/6/17 and we did obtain final readings from the meters and the customer received a final bill for $30.89. Given the circumstances, Citizens will remove the $30.89 as a one-time courtesy.
A bill was mailed to Mr. [redacted] at [redacted]. on 3/4/16 indicating a past due portion of $151.05 was due and services may be disconnected after 3/21/16 if payment was not received. An order was routed to collect on 4/1/16 and gas service was disconnected at 8:21 a.m. We received...
a payment for $200.00 on 4/1/16 and was applied to the account after the gas service was disconnected. The system automatically cancelled the disconnect order but the service was already disconnected.
When Mr. [redacted] contacted us on 4/4/16 we created an order for 4/4/16 to reconnect the service but unfortunately we were unable to reconnect the first time due to not have access. Another order was created on 4/4/16 and service was reconnected on 4/4/16. There were no additional fees charged to the account.
An additional payment was received on 4/5/16 and the current bill is due on 4/23/16.
We appreciate your patience as we worked through this issue.
Sincerely,
Randy