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]
I spoke with Mr. [redacted] today concerning his complaint. I explained we have reviewed the Terms and Conditions for Wastewater and it does not have a mechanism to stop billing during the winter while out of town. We discussed this and the reasons and I indicated we can reduce his charge to...
the lowest amount during this timeframe and he agreed. Mr. [redacted] will be billed at the rate of 1 individual.Mr. [redacted] understood the explanation and accepted the resolution during his time away.Sincerely,[redacted]
The customer contacted Citizens Energy Group via Customer Chat on April 6, 2017. During the interaction, a payment arrangement was agreed upon and the terms of the arrangement we’re explained to the customer. We advised the services would go into an Immediate Disconnect status without...
further notice if the payment arrangement defaulted. After a couple of on time payments, the payment arrangement defaulted on July 10, 2017 due to the customer missing the payment due date on July 6, 2017.
The customer continued to have services after July 6th until the gas and water services were disconnected on July 28, 2017. Citizens quoted the customer the minimum amount due to restore the water portion of the account because the customer communicated they were unable to pay the total bill. Citizens had a thorough conversation with the customer related to the deposit and the reason a deposit was required and what the process was for refunding paid deposits. The customer has paid the bill and the services have been restored as of August 2, 2017.
With regards to the differences in due dates, Citizens has been unable to recreate the scenario the customer mentioned, but we will continue to look into and know if there is such error, we will take corrective action. In the meantime, due to the inconvenience this may have caused, Citizens has agreed to remove the deposit on the account.
On 12/1/16 Mr. [redacted] called after receiving his November 22nd water bill with higher than normal usage. From October 19th – November 17th Mr. [redacted] was billed for 43.8 units of water (read of 374979) while he typically uses anywhere from 3-7 units. During the 12/1 contact he was...
given tips to determine if he had leak and it was also suggested he go read his meter and report back with the results. Mr. [redacted] requested to cancel the service. The service was canceled on 12/2 with a read of 374979, the same as the November 17th read indicating there has been no further usage. Mr. [redacted] called back on December 13th and spoke with a supervisor concerning his bill. During that call Mr. [redacted] indicated the home was vacant and for sale. Realtors had access to the home. The supervisor suggested the possibility of someone flushing the toilet and it not completing its cycle and the water continuing to flow. Mr. [redacted] has only been billed for the amount of water that has flowed through his meter. We understand the bill is much higher than normal for his home and we acknowledge that, however it is the responsibility of the customer to trouble shoot the cause of the increased usage and Mr. [redacted] was advised of this. If he finds there is a toilet that was running which he has repaired, and contacts us with this information within the next few months he would qualify for a leak adjustment.
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 was told by your representative (Kimberly) that the meter was defective nothing was said about a gasket and if there was a gasket issue it would have had to be between the meter and the sewer which would not be my responsibility. Again, the commission said that they do not get involved in refunds and did not hear the case. Please stop with the misinformation. Once again will you submit to a binding arbitration to resolve this issue?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,
[redacted] I never received a notice of disconnection until a note was plastered on my front door stating that my service was turned off.... this is the problems with monopolies and should be outlawed anywhere here in the United States because they think of themselves as Gods and can make up rules as they please and either you follow or they hold your service hostage and charge you an outrageous deposit. They call me un-creditworthy I have a very good credit score and after 17 years of never having my water service disconnect for non payment besides this first time and last time. that means nothing to them apparently. I have owned my own business for 17 years and have not pulled up and ran way from paying anyone. They hide behind their rules passed only by people that are either paid off or in their back pocket. I also feel because of my complaint I was put on the back burner to have my service reconnected it was around 7:30 pm and it took the guy less then two minutes to have the service back on. My business was closed for 3 day's which I take he blame for but if only I had people paid off or in my back pocket I could pass rules and have them pay me for lost wages.. This horrible experience with Citizens Group was not only truly upsetting but really sickening...
We contacted Ms. [redacted] and discussed the account with her. Assistance was applied to the account in February and when we spoke with her in April we incorrectly indicated additional assistance would be applied. We worked with Ms. [redacted] and placed her account of budget. We paid the...
first budget payment of $41.33 for the customer as a service recovery. Ms. [redacted] indicated she was happy with the resolution.
Sincerely,
Randy
We have reached out to Mr. [redacted] to schedule a face-to-face meeting concerning this issue. We will gather the details and discuss possible solutions to providing sanitary sewers in the area.Sincerely,Randy
I spoke with [redacted] and explained we show two recent payments returned by the banking institution indicating no account found. It appears some information was incorrect and/or missing. We discussed the deposit charged to the account due to the returned items and I agreed to remove the...
deposit for $50 at the new location and credit the return fees. The deposit has been removed and a credit of $25 has been applied to the old account leaving a current balance of $42.09. A final bill will print once services are removed from the customers name on 9/1/15 with additional charges.[redacted] agreed with the adjustment and indicated this would take care of her issue.Sincerely,Randy
Mr. [redacted], After a review of the account, it was determined the final reading from the previous customer ([redacted]) at the address was incorrect. The final reading resulted in zero usage for the final month, which is not normal for the customer. When we read the meter the following...
month, this under read caused the meter to show usage on the meter, but the account was now an inactive account. It appeared someone had been using the water without authorization when in fact the usage was from the previous customer. To correct this, we have removed all charges that were billed from the reading and all associated fees ($139.52). Please accept our apologizes for any inconvenience this error may have caused and we appreciate your understanding in this matter. If you should have any questions, please contact our Customer Service department at 317.924.3311. Sincerely, Customer Service
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]
I spoke with Mr. [redacted] today concerning his complaint. I explained we have reviewed the Terms and Conditions for Wastewater and it does not have a mechanism to stop billing during the winter while out of town. We discussed this and the reasons and I indicated we can reduce his charge to...
the lowest amount during this timeframe and he agreed. Mr. [redacted] will be billed at the rate of 1 individual.Mr. [redacted] understood the explanation and accepted the resolution during his time away.Sincerely,[redacted]
The customer contacted Citizens Energy Group via Customer Chat on April 6, 2017. During the interaction, a payment arrangement was agreed upon and the terms of the arrangement we’re explained to the customer. We advised the services would go into an Immediate Disconnect status without...
further notice if the payment arrangement defaulted. After a couple of on time payments, the payment arrangement defaulted on July 10, 2017 due to the customer missing the payment due date on July 6, 2017.
The customer continued to have services after July 6th until the gas and water services were disconnected on July 28, 2017. Citizens quoted the customer the minimum amount due to restore the water portion of the account because the customer communicated they were unable to pay the total bill. Citizens had a thorough conversation with the customer related to the deposit and the reason a deposit was required and what the process was for refunding paid deposits. The customer has paid the bill and the services have been restored as of August 2, 2017.
With regards to the differences in due dates, Citizens has been unable to recreate the scenario the customer mentioned, but we will continue to look into and know if there is such error, we will take corrective action. In the meantime, due to the inconvenience this may have caused, Citizens has agreed to remove the deposit on the account.
On 12/1/16 Mr. [redacted] called after receiving his November 22nd water bill with higher than normal usage. From October 19th – November 17th Mr. [redacted] was billed for 43.8 units of water (read of 374979) while he typically uses anywhere from 3-7 units. During the 12/1 contact he was...
given tips to determine if he had leak and it was also suggested he go read his meter and report back with the results. Mr. [redacted] requested to cancel the service. The service was canceled on 12/2 with a read of 374979, the same as the November 17th read indicating there has been no further usage. Mr. [redacted] called back on December 13th and spoke with a supervisor concerning his bill. During that call Mr. [redacted] indicated the home was vacant and for sale. Realtors had access to the home. The supervisor suggested the possibility of someone flushing the toilet and it not completing its cycle and the water continuing to flow. Mr. [redacted] has only been billed for the amount of water that has flowed through his meter. We understand the bill is much higher than normal for his home and we acknowledge that, however it is the responsibility of the customer to trouble shoot the cause of the increased usage and Mr. [redacted] was advised of this. If he finds there is a toilet that was running which he has repaired, and contacts us with this information within the next few months he would qualify for a leak adjustment.
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 was told by your representative (Kimberly) that the meter was defective nothing was said about a gasket and if there was a gasket issue it would have had to be between the meter and the sewer which would not be my responsibility. Again, the commission said that they do not get involved in refunds and did not hear the case. Please stop with the misinformation. Once again will you submit to a binding arbitration to resolve this issue?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,
[redacted] I never received a notice of disconnection until a note was plastered on my front door stating that my service was turned off.... this is the problems with monopolies and should be outlawed anywhere here in the United States because they think of themselves as Gods and can make up rules as they please and either you follow or they hold your service hostage and charge you an outrageous deposit. They call me un-creditworthy I have a very good credit score and after 17 years of never having my water service disconnect for non payment besides this first time and last time. that means nothing to them apparently. I have owned my own business for 17 years and have not pulled up and ran way from paying anyone. They hide behind their rules passed only by people that are either paid off or in their back pocket. I also feel because of my complaint I was put on the back burner to have my service reconnected it was around 7:30 pm and it took the guy less then two minutes to have the service back on. My business was closed for 3 day's which I take he blame for but if only I had people paid off or in my back pocket I could pass rules and have them pay me for lost wages.. This horrible experience with Citizens Group was not only truly upsetting but really sickening...
We contacted Ms. [redacted] and discussed the account with her. Assistance was applied to the account in February and when we spoke with her in April we incorrectly indicated additional assistance would be applied. We worked with Ms. [redacted] and placed her account of budget. We paid the...
first budget payment of $41.33 for the customer as a service recovery. Ms. [redacted] indicated she was happy with the resolution.
Sincerely,
Randy
We have reached out to Mr. [redacted] to schedule a face-to-face meeting concerning this issue. We will gather the details and discuss possible solutions to providing sanitary sewers in the area.Sincerely,Randy
I spoke with [redacted] and explained we show two recent payments returned by the banking institution indicating no account found. It appears some information was incorrect and/or missing. We discussed the deposit charged to the account due to the returned items and I agreed to remove the...
deposit for $50 at the new location and credit the return fees. The deposit has been removed and a credit of $25 has been applied to the old account leaving a current balance of $42.09. A final bill will print once services are removed from the customers name on 9/1/15 with additional charges.[redacted] agreed with the adjustment and indicated this would take care of her issue.Sincerely,Randy
Mr. [redacted], After a review of the account, it was determined the final reading from the previous customer ([redacted]) at the address was incorrect. The final reading resulted in zero usage for the final month, which is not normal for the customer. When we read the meter the following...
month, this under read caused the meter to show usage on the meter, but the account was now an inactive account. It appeared someone had been using the water without authorization when in fact the usage was from the previous customer. To correct this, we have removed all charges that were billed from the reading and all associated fees ($139.52). Please accept our apologizes for any inconvenience this error may have caused and we appreciate your understanding in this matter. If you should have any questions, please contact our Customer Service department at 317.924.3311. Sincerely, Customer Service