City of Pittsburg, DBA: Island Energy

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: *** ***, GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ci.pittsburg.ca.us
The typical and preferred manner for customers to request termination of service is to fill out the service termination form on
our websiteMs *** may not have known about this form or been able to find itInstead she submitted the termination request using the general purpose 'Contact Us' formOur website was recently relaunched and we did not realize the 'Contact Us' for was not forwarding messages to our officeIn fact it was this complaint that led us to determine there was a problemThe service request and termination forms were working
Our office staff was confused in the first interaction with Ms ***, she said she had submitted a service termination form but we had no record of the requestThe responsibility is with us because our 'Contact Us' form was not functioning properly
The landlord, who received the benefit of service after Ms*** vacated the premises, has agreed to pay for utility usage after she departedMs *** does not owe any money to Island EnergyWe expect the landlord to pay within the next few daysAt that time we will generate another statement for the address and can forward it to Ms ***However, from Island Energy's perspective, Ms ***'s account is closed and she does not owe the utility any money
Our sincere apologies for the inconvenience we have caused Ms *** and our additional apologies for any of our actions that caused her to be dissatisfied with our customer serviceThe problem should not occurred and we should have been more efficient in addressing it after it came to our attentionWe are sorry
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)