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Emigrant Funding Corporation

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Emigrant Funding Corporation Reviews (110)

The customer was notified that the services would be scheduled for disconnection after 2/25/if a payment of $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 $deposit, and the reconnection fee was $ Making the total amount due $The customer paid $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

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 responsibilityAgain, the commission said that they do not get involved in refunds and did not hear the casePlease stop with the misinformationOnce again will you submit to a binding arbitration to resolve this issue?Regards, [redacted]

The account and consumption history for Ms [redacted] at [redacted] was reviewed in early Service was started September 5, and used CCF's on average per month On November 20, we advised of leak testing techniques for the meter and toilets On February 24, we sent a letter to Ms [redacted] notifying her of the need to change the meter to an electronic reading device meter due to a stuck pit lid causing difficulty accessing the meter On March 1, an order was placed to change the meter and was completed on March 8, The technician accessed the pit and found water in the pit and pumped the pit out to access the meter finding a gasket leaking on the meter The technician repaired it as a courtesy On March 24, an underground leak adjustment for billing cycles was completed (normally calculated on billing cycles but due to an estimate increased to 3) for the account The adjustment applied to the account for $was based on our Terms and Conditions.The Indiana Utility Regulatory Commission also received a complaint concerning this location and ruled the issue unjustified We have followed the Terms and Conditions and provided the appropriate adjustment I believe.Sincerely,Randy

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 understand that the meter was not readable in January that is not in disputewhat is in dispute is that by only estimating my bill at CCF for that month caused a higher than water bill in FebruaryThe reading in February is not in disputed only the associated sewer charges for the month FebruaryIf the January bill had been accurate or estimated higher than my February sewer bill would have been the standard charge of $Because of the water adjustment in February is caused an above water and corresponding sewer chargeThe water estimate for non readable meter should not be so low as to cause an abnormally high sewer when the meter is once again readableThe standard rate is #for 0-CCFIn January I was charger $for CCF usage and February I was charged $for a reading of 6.86CCF which includes water ha was actually consumed in JanuaryI did not consume CCF in FebruaryI consumed CCF for January and FebruaryThis is blatant over-charging and it needs to stop Regards, [redacted]

The January 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 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

There are two issues going on with this complaint First issue: We sent the customer a letter on 5/12/advising we needed to resolve the issue of not being able to read the meter, due to the touch pad being broken/gone (this our reading device to read the meter) Customer contacted us on 5/16/in response to the letter, to set up a time for us to come out and repair the touch paid in order for us to get accurate readings Order was created for 5/24/2017; this was the date that was convenient for the customerWhen our technician arrived his notes indicated the meter is in the pit in the ground and he was able to obtain a reading, therefore he did not install the electronic readerHowever he also noted the customer has a dog, this would be reason enough to install an electronic reader The electronic reader provides us with a way to read the meter without disturbing the dogs or entering through the customer’s gate On 8/10/customer contacted us again due to receiving a tag indicating we could not read the water meter The rep explained we need to add the electronic device to read the meter, she apologized that the first technician did not install the meter The customer agreed this device needed to be installed due to the dogsRepresentative advised we would schedule the installation of the electronic reader on 8/16/The customer also requested we replace the stop and waste valve because the handle has been missing since he moved in The rep advised the owner is responsible for replacing the stop and waste valve The customer’s girlfriend called us on 8/16/to confirm when we were coming Due to a high volume of emergency calls that day, it was necessary to reschedule the order The customer agreed to a Saturday order on 8/26/ Customer advised the technician on 8/26/that he wanted the curb box located and marked so he could replace the stop and waste valve We came out on 8/27/to locate and mark the box, however the technician indicated he was unable to find the box and sent the order over to another area within Citizens to locate the curb box on 8/29/Second issue: Customer called us back on 10/24/to advise storm drains were put in and that a contractor came out and restored the driveway and put it over our curb box(the curb box is where we turn the water on and off at the street) Customer claims a hole was dug next to the driveway by Citizens and he wanted the hole filled Rep created a case to restore the area Customer contacted us again on 11/15/regarding the stop and waste valve leak and a property line leak before the meter Whenever there is a leak before the meter, the customer is not being charged for the water; however the water is being wasted We give the customer days to repair the leak to avoid interruption of serviceWe went out on 12/27/to confirm repair for the stop and waste valve was complete, technician confirmed the valve was repaired; however the connection needed to be raised inchesCustomer contacted us again on 12/28/disputing that the connection needed to be raised We sent another technician out on 12/29/and confirmed the pit still needs to be raised We sent customer a letter on 12/29/stating pit condition needs to be corrected Our position is the homeowner is responsible for the repairs that he made and for raising the meter pit to code

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 usageThe customer contacted Citizens Energy Group on February 9, to schedule the meter change Citizens Energy Group completed the order on February 20, Mr [redacted] contacted Citizens Energy Group on February 23, 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, 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 tagWe recently spoke with the technician who changed the meter on February 20, 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 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) Ownership and Size of Meter and PitAll Meters shall be owned, installed, removed and maintained by the UtilityThe Utility shall determine the kind and size of Meter to be used in connection with any Service PipeExcept 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 CustomerRepair 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 expenseEach Customer shall pay a fee for installing a Meter as set forth in Appendix A of the Utility’s Rate Schedules

I apologize for the delay We received a request from the Indiana Utility Regulatory Commission as well for this customer We responded to the IURC as follows: Ms [redacted] contacted us on 1/23/to inquire about the increase in usage for her water bill Ms [redacted] indicated she was out of her home beginning on 12/29/and for the entire month of January (billing period 12/14/- 1/16/2017) Ms [redacted] indicated her toilet has been running for months The bill was estimated in December due to snow covering her pit Ms [redacted] typically averages 4-units per month We estimated her to use units in December When we read the meter in January it's possible she was being billed the difference of what was underestimated in December due to a possible running toilet Ms [redacted] also mentioned she recently had the toilet repaired while she was gone in the month of January We read the meter 1/16/and also re-read the meter for the customer on 1/24/and the reading was correct If the toilet was running and now has been repaired she should see a decrease in her water bill.Sincerely,Randy

Thank you for the inquiry Mrs [redacted] indicates she wasn’t receiving the bills for her account at [redacted] **for seven months Our records indicate there is no record of any contact from the Mrs [redacted] inquiring as to why she wasn’t receiving a bill We found that when the account at [redacted] was established, the old mailing address was left active, so the bills were being sent to an old address at [redacted] Mrs [redacted] did reach out to our office on 3/3/via online She requested to start a new account in her name only for [redacted] ** The request was denied as she has an outstanding bill in her name from a previous address There was no inquiring for not receiving a bill from us Ms [redacted] is a co-applicant on her husband’s account and has been since October A co-applicant has full access to discuss the account with a representative at any time Our records indicate the gas service was disconnected and the meter was locked on 3/27/at 10:a.mWhen Citizens service personnel complete the work orders in the field, the work orders are date and time stamped On 4/17/at 12:p.m., we visited the property a second time and found the gas service was turned back on and the original lock had been removed, so the gas service was turned off a second time and a different style of lock was installed on lock the meter Once the service was disconnected it is necessary to pay all fees associated to the disconnect/reconnection of the service, including any deposits Mrs [redacted] called and requested to speak with a supervisor on 4/18/and a supervisor called her twice on that day The supervisor left a message for Mrs [redacted] on the first call A second call to Mrs [redacted] was made later that day and the supervisor was able to speak with herThe gas service was restored on 4/23/at 9:a.m We understand Mrs [redacted] ’s frustration and as a good will gesture, Citizens will waive the deposit of $165.00, but the relock fees will remain as Citizens did disconnect the gas service on both occasions

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 meI would also like to add that I am very impressed by Randy's professionalism and the company making it a priority to service their customersThank you for your time Regards, [redacted] ***

We contacted Ms [redacted] regarding her account She was confused on how the budget program worked, thinking that the amount of her budget would pay her actual charges and she felt she had over paid She was not aware that any actual charges the budget payments did not cover would carry over to the next budget year and if the actual charges were less, the credit carries over to the next budget year This variance can reduce or increase the budget for the following budget year She was also confused about her sewer charges, thinking that she paid sewer through her property taxes so she was deducting this from her actual charges In addition she was deducting the water charges and she didn’t understand she now gets a combined bill She has copies of all her bills which we went over with her In summary she was only adding up her gas charges for the last year and subtracting all the payments she made in the last year which is why she thought a refund was dueWe went over all charges and payment to show that her account balance is correct She wanted time to go over all the infomation and asked us to follow up with her next week to answser any additional quetions she may have

The customer contacted Citizens Energy Group via Customer Chat on April 6, 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, due to the customer missing the payment due date on July 6, The customer continued to have services after July 6th until the gas and water services were disconnected on July 28, 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 billCitizens 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 depositsThe customer has paid the bill and the services have been restored as of August 2, 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 actionIn the meantime, due to the inconvenience this may have caused, Citizens has agreed to remove the deposit on the account

The customer had higher usage in the May billing period, usage of 21.07, the February billing period, usage of 8.4, and the September billing period, usage of In looking at historical usage, the customer recently used between and consumption per monthWith the sporadic spikes, it’s typical of an issue with a toilet Sometime a flapper goes bad or the handled needs to be replaced or adjusted on the toilet Even the slighted malfunction can cause an increase in the bill The customer indicated he had a plumbers check the property for leaks and found none If it’s a toilet leak, the handle can stick and the toilet run for several hours or days until the toilet is used again or someone moves the handle Not all plumbers find this because it happens sporadic when the plumber isn’t present To avoid future fluctuations, they customer may want to replace the interworking of the toilets This will help with those sporadic spikes in water consumption We did send someone to chagne the meter and replace it with a new meter After the meter was changed, we tested the original water meter and found it was under registering the actual usage that was used by the household This indicates the customer’s bill would have been a lot higher if the meter had been working properly, but it continued to under register what was actually used by the household When a water meter goes bad, the register function will slow down or it will stop working all together Rarely does a meter speed up or over charge In looking at the usage prior to September 2016, there are many months when any water usage showed on the water meter A typical person can use between to consumption of water per month In this case, there were many months where less than consumption used for the household

A bill was mailed to Mr [redacted] at [redacted] **on 3/4/indicating a past due portion of $was due and services may be disconnected after 3/21/if payment was not received An order was routed to collect on 4/1/and gas service was disconnected at 8:a.m We received a payment for $on 4/1/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/we created an order for 4/4/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/and service was reconnected on 4/4/ There were no additional fees charged to the account An additional payment was received on 4/5/and the current bill is due on 4/23/ We appreciate your patience as we worked through this issue Sincerely, Randy

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 meterCitizens 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 months with the highest usage after the toilet was repaired and when the meter connection was leakingThe additional adjustment is for $334.28, plus we removed $in late fees The account billed on 6/16/with the current charge of $89.93, plus the previous unpaid balance of $231.8, a total bill of $due July 6th After the second adjustment was processed, it leaves a credit balance on the account in the amount of $ There is no payment due for this month The next bill will be sent mid-July with a due date of early August

The building at [redacted] was sold by Ms [redacted] on 8/17/I have verified this with the County Assessors OfficeTherefore, the charges for unauthorized usage have been transferred to the owner of the property as of 8/17/A refund check in the amount of $has been issued and will be mailed to Ms [redacted] the week of 3/12/We sincerely apologize for any inconvenience we may have caused Ms [redacted]

I spoke with [redacted] and explained the $credit showing on the account was due to over payment on the budget The bill showed the correct balance due if the account was removed from budget and when we refunded the over payment of the budget we failed to notify you of what impact it would have on the account balance Due to this error I am applying a service recovery of $to bring the account balance down to zero I apologize for the inconvenience this issue has caused.Sincerely,Randy

On 12/1/Mr [redacted] called after receiving his November 22nd water bill with higher than usage From October 19th – November 17th Mr [redacted] was billed for units of water (read of 374979) while he typically uses anywhere from 3-units During the 12/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/with a read of 374979, the same as the November 17th read indicating there has been no further usageMr [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 meterWe understand the bill is much higher than 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

Citizens spoke with the customer todayHe advised he has a plumber coming to fix the issue next weekHe states they are using a product called Stop ItWe advised we are not familiar with this product and reiterated the goal is to stop the water leakWe also advised we would give him additional time on the letter he received in regards to disconnecting the service

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Address: 147 Beech St, Boston, Massachusetts, United States, 02131-2714

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