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, [redacted] 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
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
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, [redacted] 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
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