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Grant's Floor Covering Reviews (1)

I am in receipt of the Revdex.com complaint ID [redacted].  As a municipal utility...

owned by the City of Stoughton, pursuant to Wisconsin Statute 196.137, we are prohibited from releasing any specific customer information until such a time as the customer contacts us to complete and sign the appropriate customer consent form. 
 
As an electric and water utility regulated by the State of Wisconsin Public Service Commission (PSC), it is recommended that the complainant contact the Wisconsin PSC Consumer Affairs division to file a complaint.  At that time, PSC staff will gather all the necessary specific account information, including payment and notification history, and will review the customer’s complaint to determine its validity, as well as if all required regulations under which we operate, as set forth in Wisconsin Administrative Codes PSC 113 and 185, were consistently followed and appropriately applied.  The customer can find information on how to do so at http://psc.wi.gov.
 
With that said, I will attempt to respond to this complaint addressing only the specific information already provided by the customer, and by providing very generalized and non-identifiable information above and beyond.
 
I [sic] called the next day and found out that somehow while I [sic] was trying to pay on line [sic] like a week or 2 before that it dident [sic] go through only I thought it had
 
This statement is accurate in that no payment was received.  However, the account was significantly more than a week or two past-due.
 
they said they mailed 3 notices which we never received they said they called even tho [sic] they had the wrong number on file.
 
The customer was notified more than once of pending disconnection.  Multiple billing statements were mailed to the customer, which indicated the current and past-due balances. Multiple separate 10-day notices warning of possible disconnection for the unpaid past-due balance, stating the delinquent amount due and the scheduled date of disconnection.  These statements and notices were sent via US Postal Service 1st Class Mail to the appropriate mailing address of the dwelling, and were not returned as undeliverable by the USPS.
 
Multiple automated phone call warnings were initiated warning of potential disconnection, stating the unpaid past-due balance and the scheduled date of disconnection.  These calls were made to the phone number that the customer provided to us on their application for service.
 
After that they asked for a 40.00 reconnection fee.
 
Stoughton Utilities’ rate tariff, approved and enforced by the Wisconsin PSC, includes a $40.00 reconnection fee for all electric services reconnected at the customer’s request after being disconnected for nonpayment.  Since this charge is in our tariff, it must be enforced equally and without exception to all customers subject to the charge.  Stoughton Utilities does not have the authority to waive the reconnection charge for customers that were properly disconnected for nonpayment in accordance with Wisconsin Administrative Code PSC 113.0301.
 
even tho [sic] im [sic] not sure but I [sic] think the state of Wisconsin is required to hand deliver at least one notice before disconnection
 
No such requirement exists.  The required notifications that must be given prior to disconnection are detailed in PSC 113.0301, subsections 10 and 11.  All required notifications were made prior to disconnection; additional notification was also made above and beyond that which is required by the PSC.
 
then the following month we received another bill but this time they are asking for a deposit of 116 dollars due to late paying but I always pay the late fees that add up per day.  The deposit is even higher then [sic] a bill we have ever had
 
A separate letter was mailed to the customer detailing the deposit requirements, explaining why the deposit was being requested, explaining how the amount was calculated, and explaining in what circumstances the customer can have the account waived.  The customer deposit is now required because the customer was previously disconnected for nonpayment, as allowed by PSC 113.0402(4)(a)(1).  The deposit amount is calculated based on the customer’s past billing history, and is equal to the sum of their two highest bills within the past twelve month period as per PSC 113.0402(7). 
 
This customer deposit will be refunded with interest once the customer makes 12 timely payments.  The customer deposit will be waived if the customer enrolls in an automatic payment program whereby current charges are automatically paid on the due-date.  The customer deposit will be waived if the customer falls below the income requirements set by the PSC (income at or below 200% of the federal poverty guideline).
 
Stoughton Utilities will not be issuing any refund of the reconnection fee or waiving the customer deposit in response to this Revdex.com complaint.  In all dealings with this customer, we have followed not only established Stoughton Utilities’ policy, but also the Wisconsin Administrative Code as set by the Wisconsin PSC.  We have acted within the requirements set forth by the governmental regulatory body under which we operate.  If the customer believes we have operated outside of state requirements, or in a way inconsistent with how we have treated every other customer in similar scenarios, it is recommended that they contact the Wisconsin PSC Consumer Affairs Division.
 
If you have any questions regarding this response, please feel free to contact me directly.
 
Have a good day,
[redacted]
Technical Operations Supervisor – Stoughton Utilities

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Address: 7701 Forsyth Blvd, Clayton, Minnesota, United States, 63105

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