We have reviewed the customer’s meter operations and the meter is correctly measuring the consumption Based on the customer’s statement for the heating source, electric plheaters are notorious for being an inefficient and expensive heating source, and the customer stated she is
using small electric heaters The graph which she was provided is in 6-day increments so any fluctuation of consumption is over a 6-day period instead of a single day period I believe each time that someone talked to this customer , they explained that the meter operation was correct and the problem was the actual consumptions used during the heating months of December and January when we experienced the coldest weather of the season, approximately January 5-January 12, with below freezing temps for several consecutive days
I have reviewed the response made by the business in reference to complaint ID ***As stated to them the day I went in to the business, I tried to contact the number provided on the automated system, nothing would go throughWhether there were issues with the phone, I don't knowThere are so many complaints going on with our utility company it's not even funny, so I'm not the only oneObviously nothing is going to get resolved so me writing back does no good
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The City of Danville Utilities is stating that because the online service they choose has a "problem," it is my fault that I paid what was shown to me as my past due balanceJust because a paper bill reflects a different amount still does not justify their provided responseThere is no notification or alert on the website or on the paper bill stating that the balances may be incorrectMaybe offer some type of courtesy when there is clearly a disconnect in what is shown online and what the correct balance is.I failed to pay an additional $due to the online service that Danville Utilities uses displaying an incorrect balance and in return my services were disconnected, causing me to miss work and take the time to go pay my billI was unable to pay online because I had no electricityAlso when services are disconnected the cashiers in the drive-thru will not take your payment and will direct you to come inside to get a TBO notice from the desk workers! I'm glad that I am not disabled, I can only imagine what that must feel like for the disabled.Lastly, the long lines can be avoided if instead of you all adding several security cameras, like you all have added already, add credit card terminals! I'm pretty sure the expense of the purchase and maintenance of the security cameras would somewhat offset the cost of the credit card terminalsI was unable to locate any crimes that have been commited inside of Danville Utilities that warrants so many cameras! I will not be satisfied until changes are madeDanville Utilities profits millions of dollars yearly but has failed for many years to keep up with our changing technologyMy mission is to see changes within our only electric utility option in Danville or to help aid the conversation about brining other electric utility options to the area.
Regards,
*** ***
Danville Utilities does not charge a reconnect fee for accounts that are disconnected for non-pay of an outstanding balance. The customer in question account was not assessed a reconnect fee of any amountA delinquent payment fee of $is assessed if payment is not made at day 35.
Please advise if other information is needed
I am writing in response to the complaint filed with you by Ms*** *** on November 13, The complaint regarded customer service provided by the City of Danville Utilities and Collections Division.The City recently implemented a new online customer portal and there is one
problem that we are working with our vendor to correctIf a customer has a past due balance and there is a new monthly utility bill in the process of being created and posted to the customer's account, the past due balance will not display properlyUnder these circumstances, the past due balance is shown as less than the actual amount owed.Ms*** is correct that her statement that the amount shown online as her past due balance subjected to disconnection was incorrectIn this case, the amount displayed was $and should have been $As a result, her online payment of $was not sufficient to avoid disconnectionThis was unfortunate as Ms*** was trying to prevent an interruption in service by paying onlineThe customer had received a printedbill in the mail and also received a delinquency notice in the mailBoth of these documents had the correct amount owed.Once disconnected, Ms*** called and learned that she in fact owed the additional amountThe customer could have made another online payment and service would have been restored very soon thereafterMs*** made her payment in person at our Collections DivisionWhen Ms*** came in to make her payment, one of our cashiers was off that day, and another cashier was at lunch, so there was likely only one or twolines open in the lobby, in addition to our drive through windowI am sure she had to wait longer than normal.We do not charge customers a disconnection fee or a reconnection feeCustomers have about days to pay a bill before being subject to disconnectionThere is a delinquent charge for any bill that goes days past the due dateMs*** had two past due bills at that time, one was due on September 25, 2017, and the other on October 25, 2017, so she had been assessed the delinquent account feeThis incident on November didnot add any additional fees to her account.In summary, the City of Danville did provide inaccurate information through the online portal, but had mailed multiple items to the customer with correct balances shownThe disconnection was inconvenient for the customer, but service was restored very soon after all past due charges had been paid.Please feel free to contact me should you need any additional information.Sincerely, *** ** ***Director of Finance***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Payment was made well before day I have bank statements to prove it
Regards,
*** ***
I am not satisfied with this resolution because it do not explain to me how only ONE day it peaked drasticallyThere was another day where it bottomed out as if the breaker was off all day, then level off to its constant usageThese (2), TWO utilities are overwhelming to pay for a single momMy utilities have not been this expensive in this house months prier to this transformer issue from August to December of to December of 2016, please EXPLAIN to me the (1) ONE day peak for these past two months January and February
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This customer interaction was with the Central Collections Division which is a different department/office; however, I will try to address the complaint.Bills must be paid within days to avoid the assessment of the delinquent payment fee and interruption of services. Payment must be
received by 5:p.mon the 35th day to avoid assessment of the delinquent payment fee and interruption of services. On line and telephone payments are processed through a third-party payment service, ***. Whether payment is made by phone or on-line, a message states that it takes 2-business days for payments to be received by the City, and if the customer is within five days of a disconnect date they must call in the confirmation number to the Central Collections Office at ###-###-#### and leave the confirmation number to avoid disconnect. According to the telephone records, no confirmation number was called in for this account. Because a confirmation number was not provided by the 35th day, the account was assessed the late fee. If services are disconnected, the outstanding balance and the delinquent payment fee must be paid before services are reconnected. The payment made on line did not include the delinquent fee nor the penaltyBased on the payment time-line the late charges were appropriately charged to the account
The original customer complaint was that he should not be charged the reconnect fee after disconnect. The response was that we do not charge a reconnect fee. Now the customer is complaining that he should not be charged the delinquent payment fee. Customers have days, including weekends and holidays, between the original bill due date to pay or the account is subject to the delinquent payment being assessed and the account subject to disconnect for non payment. The delinquent payment fee is assessed when payment is not made on Day Payments are posted to the account the same day they are received in the office. According to our records, payment was not received and posted until Day
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The delinquent fee should not be charged as my payment was made before the days.
Regards,
*** ***
We have reviewed the customer’s meter operations and the meter is correctly measuring the consumption Based on the customer’s statement for the heating source, electric plheaters are notorious for being an inefficient and expensive heating source, and the customer stated she is
using small electric heaters The graph which she was provided is in 6-day increments so any fluctuation of consumption is over a 6-day period instead of a single day period I believe each time that someone talked to this customer , they explained that the meter operation was correct and the problem was the actual consumptions used during the heating months of December and January when we experienced the coldest weather of the season, approximately January 5-January 12, with below freezing temps for several consecutive days
I have reviewed the response made by the business in reference to complaint ID ***As stated to them the day I went in to the business, I tried to contact the number provided on the automated system, nothing would go throughWhether there were issues with the phone, I don't knowThere are so many complaints going on with our utility company it's not even funny, so I'm not the only oneObviously nothing is going to get resolved so me writing back does no good
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The City of Danville Utilities is stating that because the online service they choose has a "problem," it is my fault that I paid what was shown to me as my past due balanceJust because a paper bill reflects a different amount still does not justify their provided responseThere is no notification or alert on the website or on the paper bill stating that the balances may be incorrectMaybe offer some type of courtesy when there is clearly a disconnect in what is shown online and what the correct balance is.I failed to pay an additional $due to the online service that Danville Utilities uses displaying an incorrect balance and in return my services were disconnected, causing me to miss work and take the time to go pay my billI was unable to pay online because I had no electricityAlso when services are disconnected the cashiers in the drive-thru will not take your payment and will direct you to come inside to get a TBO notice from the desk workers! I'm glad that I am not disabled, I can only imagine what that must feel like for the disabled.Lastly, the long lines can be avoided if instead of you all adding several security cameras, like you all have added already, add credit card terminals! I'm pretty sure the expense of the purchase and maintenance of the security cameras would somewhat offset the cost of the credit card terminalsI was unable to locate any crimes that have been commited inside of Danville Utilities that warrants so many cameras! I will not be satisfied until changes are madeDanville Utilities profits millions of dollars yearly but has failed for many years to keep up with our changing technologyMy mission is to see changes within our only electric utility option in Danville or to help aid the conversation about brining other electric utility options to the area.
Regards,
*** ***
Danville Utilities does not charge a reconnect fee for accounts that are disconnected for non-pay of an outstanding balance. The customer in question account was not assessed a reconnect fee of any amountA delinquent payment fee of $is assessed if payment is not made at day 35.
Please advise if other information is needed
I am writing in response to the complaint filed with you by Ms*** *** on November 13, The complaint regarded customer service provided by the City of Danville Utilities and Collections Division.The City recently implemented a new online customer portal and there is one
problem that we are working with our vendor to correctIf a customer has a past due balance and there is a new monthly utility bill in the process of being created and posted to the customer's account, the past due balance will not display properlyUnder these circumstances, the past due balance is shown as less than the actual amount owed.Ms*** is correct that her statement that the amount shown online as her past due balance subjected to disconnection was incorrectIn this case, the amount displayed was $and should have been $As a result, her online payment of $was not sufficient to avoid disconnectionThis was unfortunate as Ms*** was trying to prevent an interruption in service by paying onlineThe customer had received a printedbill in the mail and also received a delinquency notice in the mailBoth of these documents had the correct amount owed.Once disconnected, Ms*** called and learned that she in fact owed the additional amountThe customer could have made another online payment and service would have been restored very soon thereafterMs*** made her payment in person at our Collections DivisionWhen Ms*** came in to make her payment, one of our cashiers was off that day, and another cashier was at lunch, so there was likely only one or twolines open in the lobby, in addition to our drive through windowI am sure she had to wait longer than normal.We do not charge customers a disconnection fee or a reconnection feeCustomers have about days to pay a bill before being subject to disconnectionThere is a delinquent charge for any bill that goes days past the due dateMs*** had two past due bills at that time, one was due on September 25, 2017, and the other on October 25, 2017, so she had been assessed the delinquent account feeThis incident on November didnot add any additional fees to her account.In summary, the City of Danville did provide inaccurate information through the online portal, but had mailed multiple items to the customer with correct balances shownThe disconnection was inconvenient for the customer, but service was restored very soon after all past due charges had been paid.Please feel free to contact me should you need any additional information.Sincerely, *** ** ***Director of Finance***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Payment was made well before day I have bank statements to prove it
Regards,
*** ***
I am not satisfied with this resolution because it do not explain to me how only ONE day it peaked drasticallyThere was another day where it bottomed out as if the breaker was off all day, then level off to its constant usageThese (2), TWO utilities are overwhelming to pay for a single momMy utilities have not been this expensive in this house months prier to this transformer issue from August to December of to December of 2016, please EXPLAIN to me the (1) ONE day peak for these past two months January and February
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This customer interaction was with the Central Collections Division which is a different department/office; however, I will try to address the complaint.Bills must be paid within days to avoid the assessment of the delinquent payment fee and interruption of services. Payment must be
received by 5:p.mon the 35th day to avoid assessment of the delinquent payment fee and interruption of services. On line and telephone payments are processed through a third-party payment service, ***. Whether payment is made by phone or on-line, a message states that it takes 2-business days for payments to be received by the City, and if the customer is within five days of a disconnect date they must call in the confirmation number to the Central Collections Office at ###-###-#### and leave the confirmation number to avoid disconnect. According to the telephone records, no confirmation number was called in for this account. Because a confirmation number was not provided by the 35th day, the account was assessed the late fee. If services are disconnected, the outstanding balance and the delinquent payment fee must be paid before services are reconnected. The payment made on line did not include the delinquent fee nor the penaltyBased on the payment time-line the late charges were appropriately charged to the account
The original customer complaint was that he should not be charged the reconnect fee after disconnect. The response was that we do not charge a reconnect fee. Now the customer is complaining that he should not be charged the delinquent payment fee. Customers have days, including weekends and holidays, between the original bill due date to pay or the account is subject to the delinquent payment being assessed and the account subject to disconnect for non payment. The delinquent payment fee is assessed when payment is not made on Day Payments are posted to the account the same day they are received in the office. According to our records, payment was not received and posted until Day
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The delinquent fee should not be charged as my payment was made before the days.
Regards,
*** ***