Mr. [redacted] contacted IPL on 11/24/2014 and 11/25/2014, concerning her Damage Claim.
After review, it appears that IPL did allow this customer's calls to fall through the cracks and this customer was unable to promptly contact our damage claims department. A number of problems were involved,...
including vacation absence and phone issues, but those are not excuses. IPL has contacted this complainant and the claims process is now on track. We apologize to the customer and the commission.
Should you have any questions please let me know.
Thank you [redacted]
In review of your concerns regarding the increase in your electric bill, I have reviewed your usage history for your residence. Our records indicate service was placed in your name September 2014 to present. I have attached the usage/charge history for your meter at this location from...
September 2014 to present and the usage is in line with the same time periods for the previous year. I show that your residence is has gas heat, therefore the usage would increase in the summer due to air conditioning. We have had some pretty extreme weather over the last month which will increase your usage. The history will show that from the April Bill through the September billing you average 115.00 - 120.00 monthly which is in line with the summer season. Your usage will depend on the weather and the temperature you keep your thermostat on, if the thermostat is in the "ON or Auto" position, the use of appliances, etc. I would be more than happy to send out a brochure that may provide additional tips on energy conservation and how to decrease usage. We suggest keeping your thermostat on 72-74 and increasing a degree or 2 when you will be gone for long periods of time. This should help keep your air conditioning and the room temperature more consistent and will prevent your a/c from running as often and for longer periods of time. Your monthly usage is a reading that is transmitted daily and are not estimate readings. If you should have any further questions or would like additional information, please contact our Customer Service department at 317.261.8222. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to IURC docket # 43663
companies must obtain customer consent before removing more than 25% of tree canopy
companies must provide 2 advance notices one written and one by phone or person (only one notice attempted, contractor stated he did not have names or phone numbers)
notices must be received 2 weeks prior to work beginning (mine was provided less than one week before as a note on my front porch floor)
notices must include contact info for utility rep and contractor (only contractor info provided)
company must publish legal notice in at least one local newspaper (none could be found)
Regards,
[redacted]
%3
Good afternoon Mr. [redacted],I have reviewed the document you provided from Experian, however this document would not be a valid confirmation as it does not contain your social security number, middle name and/or middle initial or a dob to confirm identification. I have attached the social security card and photo id, redacted for your security, that you provided in our office. This documentation is invalid as due to the middle name is not a match between the two pieces of identification. We would need a valid government issued photo id along with a valid social security card to confirm your full name and date of birth, a birth certificate would be an added piece of documentation to confirm your identity. Thank you
Good afternoon Mr. [redacted],
I realize this is a frustrating situation and I will provide you with as much information as I can to assist you in getting this straightened out. In review of your account with IPL, I do show that per the Experian credit report (which we use for determining if an...
account warrants a deposit and also in researching credit issues) your social security number was reported for your current address but also on another address with the same first and last name as you as well as the same date of birth and spouse. I also show that that Indiana State Drivers License and Social Security card that you provided to our office have different signatures as well as different middle names. If you have been a victim of identity theft we can provide you with those individuals to call to file a police report and to pursue charges as well as reporting this to the credit bureaus to get this straightened out. At this time we would also need to see your birth certificate as the documentation that you already provided to is not a match. At this time we would not be able to remove this debt until further documentation is provided and/or fraud/identity theft charges are filed and a ruling is provided by the judge. Please contact our customer service department at 317.261.8222 if you need further assistance with resolving this matter.
Thank you
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 provided the correct documents that IPL and [redacted] asked. I have emailed as well as hand delivered. Even when I hand delivered the letter received via email, the person at the counter called someone at the location had them come out looked at the document, and stated that was the last document needed. It contained the rounting and account number. I don't understand and find it ligit or fair that IPL is refusing payment due to one simple error that was out of my countrol that was immediately fixed when notified, denied my payments all together. Even though I verified and sent verification that my account is valid never was and never has been frozen, with letters from [redacted] bank and [redacted] but yet still isn't good enough. No income and hard to get transportation to location and they are refusing the only card I have to make payment with. I do not have the extra funds to pay additional fees. I have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were denied. Also never was addressed by the individual who disconnected to see if payment was even made or tempted to be made. I have contacted IRUC and legal aid on this matter because I feel I am being treated unfairly when I have done EVERYTHING asked. One failed payment and my account is blocked? No second chances? Especially not my fault.
Regards,
[redacted]
[redacted] ended service in her name on 9/20/14 at [redacted], account #[redacted] with a unpaid bill of $201.23.
[redacted] started service at [redacted] Drive on 10/17/14.
[redacted] called in on 12/2/2014 and stated that she was calling for her boyfriend and was...
requesting a payment extension. She was informed at this time that the account was in [redacted]'s name and she was not authorized on the account. She stated that she would just have him call. [redacted] did not mention that the service should not be in his name. [redacted] called back from the same number that day and asked for a payment extension; his request was denied due to his account already being on a long-term payment extension. The initial agreed upon payment was not received and the payment extension defaulted on 12/08/14.
On 12/3/2014 [redacted] called in and asked how much it would be to get the lights turned on at her new place. She would not give the address of the new location but gave the representative the information for her previous account. The rep confirmed that she was attempting to get service turned on at a new address, and [redacted] respond yes that she had been there a couple of months, but she wanted to get it put into her name. Our representative gave her the balance of her old address. [redacted] asked if that is all that would be required to get the service put into her name. Our representative responded that if everything checked out at the new address, she could pay half of her old balance upfront to get services put into her name and the rest could be billed on a payment extension along with the security deposit. [redacted] stated in this phone call that she had energy assistance in February and was going to wait until then to get the bill put into her name.
On 12/10/2014 she called again and when asked if we were speaking with Mr. [redacted], she stated that we were speaking to his fiancé. She was informed that any extension would have to be done through the automated system but we couldn't go into any more detail as the service was only in his name.
On 12/26/2014 [redacted] called back again regarding making a payment and at this time [redacted] got on the line and gave [redacted] full authorization to make changes on the account. [redacted] gave us her social security number to add to the account notes for authorization and made a payment on the account.
We have asked [redacted] to bring in her lease and ID if she would like to put this service into her name as it is currently up for disconnection for nonpayment and IPL will need to validate who the responsible party or parties are for the service at this address.
In response to [redacted]'s complaint of high charges, the usage seen at this address is in line with the usage during the same bill cycles of previous years. The meter was also tested on 1/5/15 and passed per IURC regulations. [redacted] has been offered high bill tips to lower usage and they can visit IPLpower.com and review our PowerTools for additional information to conserve energy and reduce their kWh consumption.
Should you have any questions please let me know.
Thank you
[redacted]
Hello, [redacted] is not the customer of record here. Nor is a [redacted] authorized. As such, we are not able to provide any details. However, a customer who as fully authorized also filed an IURC case regarding payment of this account. Because he is authorized, we...
were able to provide details of the account in our reply to the IURC. If [redacted] should be on service here, please have her come to our Customer Service Center at 2102 N Illinois Street with government ID so that we can correct the name. We are open Monday-Friday from 8:00a to 5:00p. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards, I didn't mean that I could pay 200.00 a week cause I can't but I will try to keep the arrangements cause I am disabled and have no means to pay a bill that's why it hasn't been paid in 3 months
[redacted]
Re: [redacted] 01/04/2017 [redacted] calls to say a $10 a payment was made and Mom , [redacted], is on oxygen. He paid [redacted]’s account instead of [redacted]’s. 01/24/2017 Payment for $320.45 returned/no such checking account number 02/06/2017 Payment for $325.00 returned/listed as unauthorized....
02/09/2017 Medical Alert Forms for [redacted] are requested again. 02/13/2017 Service Interrupted for non-payment/returned checks. 02/21/2017 IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from 2014 using only her account information and not reviewing service address. 02/21/2017 [redacted] calls for service. He has an outstanding balance of around $600 from a previous location. He is also told could start new service if he pays half his outstanding balance. This is also without reviewing service address information. 02/21/2017 Tampering found with the meter at this location. After we disconnected the service for non-payment on 02/13/2017, it was turned back on by someone other than an authorized IPL employee. 02/21/2017 IPL discovered [redacted] passed away 09/12/2016. Also discovered that [redacted], [redacted] and [redacted] are linked. 02/23/2017 [redacted] calls again for service. Other calls as well with Mr. [redacted] demanding service and our requiring payment. [redacted] has an outstanding balance. [redacted] has an outstanding balance. [redacted] may have an outstanding balance. [redacted] implied that [redacted] was still alive when she has passed several months back. Our credit department has determined the 3 of them have other addresses in common and has determined that at least one party has been living there. Multiple returned payments as well among different accounts involved. A representative did order the service on and in [redacted]’s name March 3rd . However, she should have insisted on cash, and service will be interrupted if payments come back and aren’t honored with cash. I reached out to our metering/disconnect group regarding the family pet. I was assured that we do not let dogs out of gates. In many cases, we won’t enter a gated yard a dog seems aggressive. Instead, service will be interrupted in a place other than the meter. I hope their dog is found, but our technicians did not let it out.
Good afternoon, Mr. [redacted]’s statement that he contacted Cool Cents, and that they have given him different information concerned me. I have followed up by calling their helpline and they confirmed that they have the same information that we have provided. Their information also states that the credit should be applied to the June through September bills, for a total of $20.00. The following is taken from the FAQ sheet on our website. However, upon further research I did find that Mr. [redacted]’s participates in IPL’s prefered billing program, because of this the bill he would normally receive in the middle of the month is delayed until the beginning of the next month. If Mr. [redacted] billed with his normal districted he would have seen his first credit when his bill printed on 6/17/2015. Due to his billing preference, Mr. [redacted]’s bill is held and his credit will show up on his bill that prints on 7/6/2015. He will receive an additional credit, on his bills that print on 8/7/2015, 9/8/2015, and 10/7/2015. I apologize for my intitial oversight. Please let me know if I may be of any further assistance. __________________________________ Jamie [redacted] Administrative Assistant Desk: 317-[redacted] Cell: 317-[redacted] From: [email protected] [mailto:[email protected]] Sent: Tuesday, June 09, 2015 1:24 PM To: IPL Customer Resolution Management Subject: You have a new message from the Revdex.com of Central Indiana complaint #[redacted]9.
Good afternoon, Mr. [redacted]’s statement that he contacted Cool Cents, and that theyhave given him different information concerned me. I have followed up by calling their helplineand they confirmed that they have the same information that we have provided. Their information also states that the creditshould be applied to the July through September bills, for a total of $20.00. The following is taken from the FAQ sheet on our website. However, upon further research I did find that Mr. [redacted]’s participatesin IPL’s prefered billing program, because of this the bill he would normally receivein the middle of the month is delayed until the beginning of the nextmonth. If Mr. [redacted] billed with his normal district he would have seen his firstcredit when his bill printed on 6/17/2015. Due to his billing preference, Mr. [redacted]’s bill is held and his creditwill show up on his bill that prints on 7/6/2015. He will receive an additional credit, on hisbills that print on 8/7/2015, 9/8/2015, and 10/7/2015. I apologize for my initial oversight. Please let me know if I may be of any further assistance. __________________________________Jamie[redacted]AdministrativeAssistantDesk...⇄
Mr. [redacted] contacted IPL on 11/24/2014 and 11/25/2014, concerning her Damage Claim.
After review, it appears that IPL did allow this customer's calls to fall through the cracks and this customer was unable to promptly contact our damage claims department. A number of problems were involved,...
including vacation absence and phone issues, but those are not excuses. IPL has contacted this complainant and the claims process is now on track. We apologize to the customer and the commission.
Should you have any questions please let me know.
Thank you [redacted]
In review of your concerns regarding the increase in your electric bill, I have reviewed your usage history for your residence. Our records indicate service was placed in your name September 2014 to present. I have attached the usage/charge history for your meter at this location from...
September 2014 to present and the usage is in line with the same time periods for the previous year. I show that your residence is has gas heat, therefore the usage would increase in the summer due to air conditioning. We have had some pretty extreme weather over the last month which will increase your usage. The history will show that from the April Bill through the September billing you average 115.00 - 120.00 monthly which is in line with the summer season. Your usage will depend on the weather and the temperature you keep your thermostat on, if the thermostat is in the "ON or Auto" position, the use of appliances, etc. I would be more than happy to send out a brochure that may provide additional tips on energy conservation and how to decrease usage. We suggest keeping your thermostat on 72-74 and increasing a degree or 2 when you will be gone for long periods of time. This should help keep your air conditioning and the room temperature more consistent and will prevent your a/c from running as often and for longer periods of time. Your monthly usage is a reading that is transmitted daily and are not estimate readings. If you should have any further questions or would like additional information, please contact our Customer Service department at 317.261.8222. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to IURC docket # 43663
companies must obtain customer consent before removing more than 25% of tree canopy
companies must provide 2 advance notices one written and one by phone or person (only one notice attempted, contractor stated he did not have names or phone numbers)
notices must be received 2 weeks prior to work beginning (mine was provided less than one week before as a note on my front porch floor)
notices must include contact info for utility rep and contractor (only contractor info provided)
company must publish legal notice in at least one local newspaper (none could be found)
Regards,
[redacted]
%3
Good afternoon Mr. [redacted],I have reviewed the document you provided from Experian, however this document would not be a valid confirmation as it does not contain your social security number, middle name and/or middle initial or a dob to confirm identification. I have attached the social security card and photo id, redacted for your security, that you provided in our office. This documentation is invalid as due to the middle name is not a match between the two pieces of identification. We would need a valid government issued photo id along with a valid social security card to confirm your full name and date of birth, a birth certificate would be an added piece of documentation to confirm your identity. Thank you
Good afternoon Mr. [redacted],
I realize this is a frustrating situation and I will provide you with as much information as I can to assist you in getting this straightened out. In review of your account with IPL, I do show that per the Experian credit report (which we use for determining if an...
account warrants a deposit and also in researching credit issues) your social security number was reported for your current address but also on another address with the same first and last name as you as well as the same date of birth and spouse. I also show that that Indiana State Drivers License and Social Security card that you provided to our office have different signatures as well as different middle names. If you have been a victim of identity theft we can provide you with those individuals to call to file a police report and to pursue charges as well as reporting this to the credit bureaus to get this straightened out. At this time we would also need to see your birth certificate as the documentation that you already provided to is not a match. At this time we would not be able to remove this debt until further documentation is provided and/or fraud/identity theft charges are filed and a ruling is provided by the judge. Please contact our customer service department at 317.261.8222 if you need further assistance with resolving this matter.
Thank you
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 provided the correct documents that IPL and [redacted] asked. I have emailed as well as hand delivered. Even when I hand delivered the letter received via email, the person at the counter called someone at the location had them come out looked at the document, and stated that was the last document needed. It contained the rounting and account number. I don't understand and find it ligit or fair that IPL is refusing payment due to one simple error that was out of my countrol that was immediately fixed when notified, denied my payments all together. Even though I verified and sent verification that my account is valid never was and never has been frozen, with letters from [redacted] bank and [redacted] but yet still isn't good enough. No income and hard to get transportation to location and they are refusing the only card I have to make payment with. I do not have the extra funds to pay additional fees. I have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were denied. Also never was addressed by the individual who disconnected to see if payment was even made or tempted to be made. I have contacted IRUC and legal aid on this matter because I feel I am being treated unfairly when I have done EVERYTHING asked. One failed payment and my account is blocked? No second chances? Especially not my fault.
Regards,
[redacted]
[redacted] ended service in her name on 9/20/14 at [redacted], account #[redacted] with a unpaid bill of $201.23.
[redacted] started service at [redacted] Drive on 10/17/14.
[redacted] called in on 12/2/2014 and stated that she was calling for her boyfriend and was...
requesting a payment extension. She was informed at this time that the account was in [redacted]'s name and she was not authorized on the account. She stated that she would just have him call. [redacted] did not mention that the service should not be in his name. [redacted] called back from the same number that day and asked for a payment extension; his request was denied due to his account already being on a long-term payment extension. The initial agreed upon payment was not received and the payment extension defaulted on 12/08/14.
On 12/3/2014 [redacted] called in and asked how much it would be to get the lights turned on at her new place. She would not give the address of the new location but gave the representative the information for her previous account. The rep confirmed that she was attempting to get service turned on at a new address, and [redacted] respond yes that she had been there a couple of months, but she wanted to get it put into her name. Our representative gave her the balance of her old address. [redacted] asked if that is all that would be required to get the service put into her name. Our representative responded that if everything checked out at the new address, she could pay half of her old balance upfront to get services put into her name and the rest could be billed on a payment extension along with the security deposit. [redacted] stated in this phone call that she had energy assistance in February and was going to wait until then to get the bill put into her name.
On 12/10/2014 she called again and when asked if we were speaking with Mr. [redacted], she stated that we were speaking to his fiancé. She was informed that any extension would have to be done through the automated system but we couldn't go into any more detail as the service was only in his name.
On 12/26/2014 [redacted] called back again regarding making a payment and at this time [redacted] got on the line and gave [redacted] full authorization to make changes on the account. [redacted] gave us her social security number to add to the account notes for authorization and made a payment on the account.
We have asked [redacted] to bring in her lease and ID if she would like to put this service into her name as it is currently up for disconnection for nonpayment and IPL will need to validate who the responsible party or parties are for the service at this address.
In response to [redacted]'s complaint of high charges, the usage seen at this address is in line with the usage during the same bill cycles of previous years. The meter was also tested on 1/5/15 and passed per IURC regulations. [redacted] has been offered high bill tips to lower usage and they can visit IPLpower.com and review our PowerTools for additional information to conserve energy and reduce their kWh consumption.
Should you have any questions please let me know.
Thank you
[redacted]
Hello, [redacted] is not the customer of record here. Nor is a [redacted] authorized. As such, we are not able to provide any details. However, a customer who as fully authorized also filed an IURC case regarding payment of this account. Because he is authorized, we...
were able to provide details of the account in our reply to the IURC. If [redacted] should be on service here, please have her come to our Customer Service Center at 2102 N Illinois Street with government ID so that we can correct the name. We are open Monday-Friday from 8:00a to 5:00p. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards, I didn't mean that I could pay 200.00 a week cause I can't but I will try to keep the arrangements cause I am disabled and have no means to pay a bill that's why it hasn't been paid in 3 months
[redacted]
Re: [redacted] 01/04/2017 [redacted] calls to say a $10 a payment was made and Mom , [redacted], is on oxygen. He paid [redacted]’s account instead of [redacted]’s. 01/24/2017 Payment for $320.45 returned/no such checking account number 02/06/2017 Payment for $325.00 returned/listed as unauthorized....
02/09/2017 Medical Alert Forms for [redacted] are requested again. 02/13/2017 Service Interrupted for non-payment/returned checks. 02/21/2017 IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from 2014 using only her account information and not reviewing service address. 02/21/2017 [redacted] calls for service. He has an outstanding balance of around $600 from a previous location. He is also told could start new service if he pays half his outstanding balance. This is also without reviewing service address information. 02/21/2017 Tampering found with the meter at this location. After we disconnected the service for non-payment on 02/13/2017, it was turned back on by someone other than an authorized IPL employee. 02/21/2017 IPL discovered [redacted] passed away 09/12/2016. Also discovered that [redacted], [redacted] and [redacted] are linked. 02/23/2017 [redacted] calls again for service. Other calls as well with Mr. [redacted] demanding service and our requiring payment. [redacted] has an outstanding balance. [redacted] has an outstanding balance. [redacted] may have an outstanding balance. [redacted] implied that [redacted] was still alive when she has passed several months back. Our credit department has determined the 3 of them have other addresses in common and has determined that at least one party has been living there. Multiple returned payments as well among different accounts involved. A representative did order the service on and in [redacted]’s name March 3rd . However, she should have insisted on cash, and service will be interrupted if payments come back and aren’t honored with cash. I reached out to our metering/disconnect group regarding the family pet. I was assured that we do not let dogs out of gates. In many cases, we won’t enter a gated yard a dog seems aggressive. Instead, service will be interrupted in a place other than the meter. I hope their dog is found, but our technicians did not let it out.
Good afternoon, Mr. [redacted]’s statement that he contacted Cool Cents, and that they have given him different information concerned me. I have followed up by calling their helpline and they confirmed that they have the same information that we have provided. Their information also states that the credit should be applied to the June through September bills, for a total of $20.00. The following is taken from the FAQ sheet on our website. However, upon further research I did find that Mr. [redacted]’s participates in IPL’s prefered billing program, because of this the bill he would normally receive in the middle of the month is delayed until the beginning of the next month. If Mr. [redacted] billed with his normal districted he would have seen his first credit when his bill printed on 6/17/2015. Due to his billing preference, Mr. [redacted]’s bill is held and his credit will show up on his bill that prints on 7/6/2015. He will receive an additional credit, on his bills that print on 8/7/2015, 9/8/2015, and 10/7/2015. I apologize for my intitial oversight. Please let me know if I may be of any further assistance. __________________________________ Jamie [redacted] Administrative Assistant Desk: 317-[redacted] Cell: 317-[redacted] From: [email protected] [mailto:[email protected]] Sent: Tuesday, June 09, 2015 1:24 PM To: IPL Customer Resolution Management Subject: You have a new message from the Revdex.com of Central Indiana complaint #[redacted]9.
Good afternoon, Mr. [redacted]’s statement that he contacted Cool Cents, and that theyhave given him different information concerned me. I have followed up by calling their helplineand they confirmed that they have the same information that we have provided. Their information also states that the creditshould be applied to the July through September bills, for a total of $20.00. The following is taken from the FAQ sheet on our website. However, upon further research I did find that Mr. [redacted]’s participatesin IPL’s prefered billing program, because of this the bill he would normally receivein the middle of the month is delayed until the beginning of the nextmonth. If Mr. [redacted] billed with his normal district he would have seen his firstcredit when his bill printed on 6/17/2015. Due to his billing preference, Mr. [redacted]’s bill is held and his creditwill show up on his bill that prints on 7/6/2015. He will receive an additional credit, on hisbills that print on 8/7/2015, 9/8/2015, and 10/7/2015. I apologize for my initial oversight. Please let me know if I may be of any further assistance. __________________________________Jamie[redacted]AdministrativeAssistantDesk...⇄