Emigrant Funding Corporation

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 offthis 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 depositThey call me un-creditworthy I have a very good credit score and after years of never having my water service disconnect for non payment besides this first time and last time that means nothing to them apparentlyI have owned my own business for years and have not pulled up and ran way from paying anyoneThey 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:pm and it took the guy less then two minutes to have the service back onMy business was closed for 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 $for the customer as a service recovery Ms [redacted] indicated she was happy with the resolution Sincerely, Randy

Ms. [redacted] requested to start service online, but we found that a deposit would be required. Citizens emailed the customer to advise of the amount due and asked her to contact our office to advise when the deposit was paid, so we could complete the turn on request. The customer paid... the deposit, but never contacted our office, so she was never activated in billing. Shortly thereafter, we identified that there was usage on the meter, since August 2017, but we had no active service at the property and no one was in billing. Ms. [redacted] contacted our office about the requested turn on and we advised her of the usage showing on the meter. She indicated that she didn’t move in until December 1, 2017, so we asked her for a copy of the lease to identify responsibility for the usage. Upon review of the lease, we found that some of the usage occurred after 12/1/17, the time that Ms. [redacted] was living in the home. We advised her that she would responsible for a portion of the bill, from 12/1/2017. The total amount due will be $82.32. Ms. [redacted] was originally given an amount of $104.39, which was incorrect. We have corrected the account and contacted the customer to advised of our findings and that she will have a credit in the amount to $ 22.68 on her first bill.

We have reviewed the concern and found there is a mix up in the addresses that were submitted by the contractor who was building the homes in this development We are in the process of making a correction to the service addresses involved and will be notifying those customers that are impacted Until the correction can be completed, we provided Mr***’s instruction on how to turn the water on at his rental property, but he was unable to turn it on On 11/29, Citizens sent a service tech to the property to ensure the water was active to the home and it was Since then, we tried to follow up with the customer several times to ensure that he has water service and we have been unable to reach him

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 feel like the issue hasn't been resolved It has been over days for the meter be reviewed to determine if the meter was faultyIf you check the last couple of months my water bill has remain low and hasn't been high since the meter was changed This means there was something faulty in the meter I refuse to keep paying a high water bill Just called last week in regards to new bill and the water bill was and the sewer costing $ I was advise that the sewer bill was higher because if reflection of last year summer months when everyone was using water and so I am responsible to help pay for those charges Then customer service rep also said that it is reflecting for my water leak The representative said two different things and I didn't use water or anything or fill a pool or water my grass, so I shouldn't not be subject to someone else usage I would like this to be resolved so that I can move forward Regards, *** ***

We received a call from [redacted] on October 14, asking for service at [redacted] ** The service was being turned on for an inspection Mr [redacted] asked for temporary service and we informed him we could not turn service on and back off on the same day We indicated we could turn on the water at the meter pit only and then the inspector could turn on at the meter pit to do the inspection Mr [redacted] agreed to this We informed Mr [redacted] he would need to contact us again when service should be disconnected.Mr [redacted] called back on October 28, and was turned off on November 2, The final bill was for $which was for units of water (very small amount used) at a cost of $and sales tax of $with an additional charge of $for Sewer The billing is correct based on the service dates and notification from customer to disconnect We understand most of the charge is from Sewer charges and will agree to credit the account $and split these charges with the customer This credit will be provided to the customer as a refund check as the bill has been paid in full Sincerely,Randy

The customer’s water meter is inside the home and Citizens uses a remote reading device that transmits the reading from the meter inside the home to the outside of the homeSince April 2017, Citizens has been unable to obtain a reading from the meter reading device due it being brokenWhen we are unable to read the device or meter, Citizens will estimate the customer’s usage and send a letter to the customer asking them to contact our office with a date and time that is convenient for them to schedule a repair as the customer must be present while Citizens makes the repairCitizens sent the customer two letters to make them aware of the situation and the need to make an appointment to correct the conditionThe first letter was mailed on 8/4/and the second letter was mailed on 9/1/If the customer fails to contact us after the first letter, the second letter will include a notice of disconnection for the impacted serviceThe customer failed to contact us to schedule an appointment and the water service was disconnected on September 19thAfter the service was disconnected, the customer contacted our office and spoke with a SupervisorThe Supervisor worked with the customer to schedule an appointment for the next business day as all appointments for the day had been takenShe also made an exception and made arrangements for the customer to have a hour appointment window, with a minute call ahead because all of the hour appointment windows for the day had been takenWe were able to change the meter and correct the issueThe Supervisor also provided the customer with credit to her account for the inconvenience of not being able to schedule a same day appointment

We were able to review the content of the original call from Mr [redacted] that was made to our office made on September 23, Mr [redacted] called to discuss concerns of not receiving a timely bill from Citizens Energy GroupWe found the account showed an old mailing address for Mr [redacted] and he was not receiving the bills timelyThe representative updated the mailing address immediately and advised Mr [redacted] that she would remove the late fee that had accrued on his accountThe reversal of the late fee of $was completed the same dayMr [redacted] then discussed any available options to help him in paying the balance due for his accountThe representative provided two different payment agreements that were available• Option 1-an agreement that was $a month, plus the current bill, which would be due by the due date on the billAn initial down payment of $would be required to start the payment agreement• Option 2-an agreement that includes the estimated future charges for the account plus the past due amount spread out over several monthsWith this type of agreement the customer determines the due date and the amount due is the same amount each month until the account balance reaches zeroAn initial down payment of $would be required to start the payment agreementMr [redacted] agreed and selected option 2, so we explained the following steps in the process for the payment agreement: • the initial down payment of $would need to be paid the same day to ensure the agreement is active • the monthly payments would be $per month for a month period • even though he would receive a regular monthly bill from Citizens showing current charges, he should continue to pay the agreement amount until the account was paid in full • the payment agreement would expire in April or sooner should the account balance reach zero • the due date and duration of payments (bi-weekly or monthly payments), which was selected by the customer, would be due on the 15th of each month and the payments would be scheduled to be made on a monthly basis • after the initial down payment of $due on September 23, 2016, the next payment would be due on October 15, Our records indicate the initial down payment commitment of $wasn’t paid by the due date of September 23, 2015, so the payment agreement wasn’t honoredMr [redacted] did make a payment of $100, but the payment wasn’t received until October 2, When we spoke with Mr [redacted] today (June 3, 2016), he indicated that Citizens Energy Group intentionally held his payment and caused it to be delayedWe explained holding payments goes against Citizens Energy Group’s practices and that payments are not handled in our office, but rather a processing center and it would be impossible to single out one paymentToday during our discussion with Mr [redacted] , we offered to waive 3-months of the late fees billed to his account as a one-time courtesyThe credit is for the amount of $Mr [redacted] disconnected the callWe have honored our commitment of waiving the late fees and processed an adjustment to his account for $Please let me know if you have any questionsThank you

Ms*** contacted our office our office twice on 11/16/to inquire about how to start gas service in her name. At the time the gas service was active and in the prior tenants name. Ms*** was advised both times that a deposit of $would be required to put the gas service
into her name. She was also advised that once the deposit was paid, she would need to call our office back so that we could complete an order to transfer the gas service into her name. Ms*** didn’t contact Citizens after she made the deposit payment, so service were never started in her name. The $deposit that was paid remained on the inactive account and was returned to Ms*** as a refund The gas service remained active under the prior tenants name until it was disconnected for non-payment on 2/19/18. Ms*** had been using the gas service under the prior tenants name and wasn’t paying for the service. Several days after the service was disconnected for non-payment, Ms*** called our office (2/23/18) to advise that the services were disconnected. Citizens advised that the services were never activated in her name because she never called to complete the work order and that she had been using the service under the prior tenants name. We let Ms*** know that to have the gas service restored, she would have to pay another deposit in the amount of $because the prior deposit was refunded and due to the disconnect status. Normally, deposits are required upfront, but we agreed to bill Ms*** the deposit which will be reflected on her first bill. The services were restored as of 1:pm on 2/23/18, the same day she contacted our office. The deposit will remain on the account and if Ms*** would like to set up a payment arrangement she may do so by calling

We have reviewed your response and the letter from your attorney As you note, the gasket was at issue in this case The meter pit, which includes the gasket, is the responsibility of the owner to maintain as provided in Section of our Terms and Conditions for service As stated previously, we have applied a leak adjustment to the account based upon our Terms and Conditions and have completed this satisfactorily based upon the determination by the Consumer Affairs Division of the Indiana Utility Regulatory Commission made on July 5, Accordingly, no further credits will be applied to the accountSincerely, Randy

*** *** requested service and it was declined until a deposit of $was paid. A follemail was sent to the Mr*** detailing the necessary steps to take once the deposit was paid which included contacting our office to schedule the order to start the service. There
was no follow up from the Mr*** to advised that the deposit was paid and to schedule the order to start service in their name. The water was on, so the customer was receiving service, but wasn’t being billed for it. The original deposit that was paid was refunded because no one called to schedule the order to start billing
In October, we identified that the services were being used and there was no one being billed, so we issued a turn off order. The Mr*** called to inquire about the disconnection and it was explained that Citizens didn’t hear back from the them as instructed to schedule the order and they were never put into billing. They were given the amount of $to restore the service and to activate it in their name. Citizens agreed to bill the customer for the deposit that was refunded with their next bill. The customer made the payment and the service was turned on as of 10/27/

Ms*** called Citizens Energy Group on 12/7/to inquiry as to why she was still receiving a bill for services when she had moved from Indianapolis on October 6, 2017. The representative explained that Citizens never received a request from Ms*** to stop the service in her
name. The representative explained that we could stop the service in her name the following business day, 12/8/17. Ms*** agreed and the service was taken out of her name as of 12/8/
On 12/19/17, Ms*** indicated she had received another bill from Citizens and wanted to confirm that the service was out of her name. The representative advised that the service was out of her name as committed on 12/8/and confirmed that the bill she received was the final bill for service up to 12/8. She also let her know the total balance was $386.74. The representative explained she would be responsible for the bill unless she contacted the new tenant and asked them to pay for their portion after 10/6/17. Ms*** told the representative that she knew the new tenant
Ms*** mentioned that she made a $payment electronically through her bank and wanted to know if it was posted to her account yet. The representative indicated that the payment hadn’t posted yet and that she should check with her bank if it is taking longer than normal. Ms*** stated she would and let us know. This was the last call we received from Ms***
Today, we were able to verify that Ms*** had indeed made two recent payments, but those payments were applied to a closed account in her name. A payment for $was received on 12/13/and a payment of $was received on 12/22/17. It was determined that both payments were made using an inactive Citizens account number. In order for the payments to post to the correct account under Ms***’s name, the customer must update the account number on file with her bank for the account at *** ** *** *** **Both payments were applied to *** *** *** *** **, which was for a previous address under her name.
The payments will be transferred to the account at 5*** ** *** ***, which pays the account in full and will leave a credit of $70. A refund check for the overpayment will be sent to Ms*** at her new address in *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was not given an option with the representative on Sept The representative told me my bill would be $without regard for my ability to pay or inquiring as to whether or not this was acceptableI also informed the representative that I would mail the check the same day Again, I complied with the request and mailed payment the same day for an amount greater than I was asked to pay If the mailing of payments is inadvisable, the company should not offer macoupons as an acceptable form of payment notification At no point in the agreement between myself and the company have I been non-compliantAt every point during the time of service, the company failed to uphold their end of the agreement (mailing the bill to the wrong address despite the service being at the correct address, refusing to acknowledge mail that had been returned at that address, agreeing that mailed payments are acceptable and then recanting, continuing to label payments as late despite requests to not label them late, etc.)I have been in complete compliance despite the company's errors on multiple occasionsThere should be no penalty to the compliant individual for the company's errorsA review of the process, offer of payment program (within reason), or reduction of amount owed has not been offered.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

I spoke with *** *** concerning his usage. *** *** indicated his family was on vacation the first week of November and the billed usage was higher than normal. After reviewing the billing the usage was higher than usage. I had the meter read again. The reading
verified from the billed usage indicating the billing was correct. Typically this would indicate a leak at the location. After discussing the usage with the customer and his steps taken to not use water during their vacation I agreed to provide a customer benefit of $25. We discussed leak tips and I provided steps to understand if there are leaks happening in the house. *** *** and I discussed if there is higher usage in the future it would be the customers responsibility to determine the reason for the usage and their responsibility of future billing
Sincerely,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

I spoke with *** *** concerning her contact and the deposit which was applied to the account. The associate correctly indicated if the service were disconnected a deposit would be applied. Unfortunately, there was a second returned payment on the account which charged a deposit which
should have been discussed with *** ***. I have removed the deposit ($30) and informed *** *** if this situation would happen in the future a deposit would be assessed
Sincerely,
Randy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***