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Eugene Water & Electric Board

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Eugene Water & Electric Board Reviews (3)

Complaint: ***I am rejecting this response because:I never disputed that I knew Mr***, in fact, in my complaint I mentioned that I have a stalking order against Mr *** because of his violence towards me and my partner.Of course I didn't have my DMV records changed since this was an emergency move and I was planning on moving back after I was able to evict Mr***.I did provide the number and address of where I was staying, but EWEB did not contact the person and did not conduct it's due diligence to assert that I lived at *** *** ** during the period in question.People move, especially when they are being stalked by a roommate.I have attached a copy of the granted Stalking Order to show how EWEB apparently makes people pay for their stalkers electric bills. Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

The customer's claim of a sudden disconnect notice is incorrect and misleading, at bestOurrecords indicate a history of late paymentsIn the past months, the customer has receivedfive disconnect notices for non-payThe customer also received several "final notices," whichare sent to the
customer when he or she is more than two months behind in paying the bill_In addition, the customer had a prior account in which he ended service with a substantialamount owingIn other words, he ended service but did not pay the final billThe newer servicewas created in February in his wife's nameEWEB discovered the previous amount owedfrom the husband, and the customer paid itEWEB could have required a security deposit atthat time, but elected not to do so.So, the customer's claim that he has paid his bill in full on time, a reguJar basis, is incorrect.A security deposit was required in May 2015, based on the customer's long history of latepayments and shut-off noticesWe notified the customer of the deposit requirement by letteron May and gave the customer days to resolve the security deposit issueOne option isfor the customer to obtain a "guarantor" in lieu of a deposit requirementThe customer wasalso advised by phone of his optionsBased on the telephone conversation, the customer wasgiven additional time (until June 26) to make arrangements for a guarantor.EWEB does admit to a documentation error - we forgot to note the extension date of June 26in the customer's account recordsAs a result, power was disconnected a day earlier, on JuneThe customer set up a guarantor on that day and paid his account in fullBecause of ourdocumentation error, we waived any disconnect or reconnection feesWe apologized in a voicemessage to the customer for the disconnection that was made one day earlier than thepreviously agreed upon June date.EWEB has generous payment and billing policiesIn most cases, a customer can be almost threemonths past due before they are disconnected for non-payA "final notice" is sent out whentwo billing cycles occur without full paymentThe final notice is sent out about days prior to
a disconnect noticeThere are many opportunities and notices sent to the customer prior toany disconnection.At the point of disconnection, a customer will have been sent two monthly bills, a final notice, adoor hanger, and in many cases, a courtesy phone reminder as well.We do not require security deposit for new customers when the account is set upHowever,when a customer has a long history of late payments, non-pay, shutoff notices and final notices,a customer may be required to pay a deposit or obtain a third-party guarantor to protect thefinancial interests of our other customersThe guarantor will ensure payment in lieu of adeposit requirement.In addition, we have a very generous bill-assistance programLower-income customers canapply for up to $per year in assistanceOur program, on a per capita basis, is one of thelargest in the United States and serves nearly 5,customers each yearThe customer inquestion has never applied for bill assistance.Sincerely submitted,
Lance R***Public Affairs ManagerEugene Water & Electric BoardContact: ***@eweb.org

Eugene Water & Electric Board disputes Mr. [redacted]’s version of the complaint, and his implication that he did not know the “tenant” at his residence. Our records clearly indicate that Mr. [redacted] and Mr. [redacted] knew each other and were, in fact, roommates who at various times authorized each...

other on the same account. Here is a shortened version of the customer history, as indicated in notes and other records within our Customer Information System: Jan. 1, 2014 -- [redacted] established new service at a residence in Eugene, authorizing his roommate, [redacted] (the complainant) on the account the same day. No deposit was collected. Feb. 10, 2014 – Mr. [redacted] provided EWEB with his Social Security number as identification verification on any future account inquiries. June 3, 2015 – Mr. [redacted] contacted EWEB to disconnect service in his name as of next business day, 6/4/2015. A payment of $218.74 payment was received, leaving an unpaid balance of $178.67. June 4, 2015 – A final bill for the unpaid balance of $178.74 generated and sent. No payment was received by EWEB.June 5, 2015 -- Mr. [redacted]’s roommate, [redacted], contacted EWEB to establish service in his name as of next business day, 6/8/2015, at the same address as Mr. [redacted]. No deposit was collected, although Mr. [redacted] had previous bad-debt, which was satisfied. July 2, 2015 – EWEB sent a bill to Mr. [redacted] for $222.28, which included the past-due amount of $178.74). No payment on this bill was received by EWEB. Aug. 4, 2015 – Another bill for $227.28 was generated (includes past due $222.28 and $5 late fee). EWEB again received no payment on this bill. Aug. 25, 2015 -- Mr. [redacted]’s account was scheduled for Collection Agency referral. A review of records determined that Mr. [redacted] was equally responsible for the unpaid and overdue bills. The records reviewed included national credit bureau checks, and the fact that when electronic billing was set up by the customer on Feb. 18, 2014, , it was activated with Mr. [redacted]’s User ID and email to pay Mr. [redacted]’s account. EWEB customer information system notes indicates both parties as account owners. At that time, the unpaid balance was transferred to Mr. [redacted]’s account number. EWEB’s policies state that “whether or not the Utility received a joint application, where two or more adults are living in the same residence, they shall be jointly and severally liable for the bill for Utility Service supplied. http://www.eweb.org/public/documents/policies/UTILITIES.pdf Sept. 4, 2015 – Mr. [redacted] contacted EWEB to question the transfer of $232.28 (past due balances and late fees) from Mr. [redacted]’s account to his account. We indicated then that a records review confirmed that Mr. [redacted] resided at the same address for the period in which the utility charges were incurred. Mr. [redacted] claimed he was living in Portland and should not be held liable for the actions of a roommate. The Customer Service Representative informed Mr. [redacted] of our appeals process. An appeal form was sent to him the same day and Mr. [redacted] was advised that EWEB requires proof of residence in acceptable forms of documentation (tax returns, credit bureau records, ODL, etc.). Mr. [redacted] submitted no evidence with his appeal to substantiate that he was living elsewhere, other providing contact information of a friend. The appeal was received by EWEB on Sept. 16. Sept. 23, 2015 – EWEB’s appeals committee met, reviewed the appeal and issued a denial, based on the above information. On Sept. 30, a letter of appeal denial was sent to Mr. [redacted]. Note: EWEB records show that ALL payments made to Mr. [redacted]’s account or Mr. [redacted]’s account, from April 22, 2014 through Sept. 17, 2015, were made via EWEB’s electronic bill-pay system, using Mr. [redacted]’s User ID, email address and credit card. Mr. [redacted] and Mr. [redacted] clearly were roommates and had shared responsibility for the EWEB bills. EWEB respectfully asks that due to the above information, the Revdex.com remove the complaint from its public-facing web site and files.

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Address: 4423 SR 43, Kent, Ohio, United States, 44240

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