Instant Payments

Complaint: [redacted] I am rejecting this response because: I read your response and first of all I wasn't complaining on any billing situation or amount The first thing I ask in the Conversation is if you can take my credit card, also I was trying to create a profile but I didn't have the correct information such as the pin code to my place of living , The Business owner was mad at me that I couldn't find this information on the bill well this information is not on the Bill second , by all means a customer service business Owner or employee can not talk to a customer in any rude way , Part of having a business did give customer service is understanding that fact And third , most important !! , Business owner or employee in Utah or anywhere in the word cannot hang up the phone a d during a onversation It is absolutely the most disrespectful and unprofessional therefore I think apology and A complication is in order .taking responsibility and being honest about it it's what I would expected from a finance business in Utah Sincerely, [redacted] *

Customer called in and immediately had several complaints. Tried to assist the customer with one complaint at a time. Customer was unhappy about the late fee imposed by Relms, the Gas Meter Reading and Billing company. (Not Secure Instant Payments) Explained to the
customer that they would need to contact Relms to discuss the late fee on the bill. Customer then said that they could not get online access to their account. After review of their account number, I could see no attempt to even create a profile to view the bill online. I assisted the customer with taking the payment over the phone. (Please see the account details image.) Customer wanted help creating their own profile as they expressed that they did not want to call in each month. In the process of trying to assist the customer in getting to the correct web page, a broken link was uncovered. Unfortunately, I do not manage or host the Relms website where the broken link was located. I assured the customer that I would call Relms and have them update their website I then emailed the link to the customer as well as a receipt for the payment that was taken. My name and contact information were on the email that was sent. The customer, as seen by the Notes image that was uploaded, was able to use the email provided to create their own profile. Customer was obviously frustrated before the call as they were having trouble finding where to pay the bill

Complaint: [redacted]
I am rejecting this response because: I  read your response and first of all I wasn't complaining on any billing situation or amount  The first thing I ask in the  Conversation is  if you can take my credit card,   also I was trying to create a profile but I didn't have the correct information such as the pin code to my place of living ,  The  Business owner was mad at me that I couldn't find this information on the bill well this information is not on the Bill   second ,  by all means a customer service business   Owner or employee  can not talk to a customer in any rude way ,  Part of having a business  did give customer service is understanding that fact  And third ,  most important !! , Business owner  or employee in Utah or anywhere in the word cannot hang up the phone a d during a onversation .  It is absolutely the most disrespectful and  unprofessional . therefore I think apology and  A complication is in order .taking responsibility and being honest about it  it's what I would expected from a  finance business in Utah   Sincerely,
[redacted]

[redacted],You are definitely correct, the conversation we had earlier this week did not end well.   We as a company and I myself apologize for the manner in which your call was conducted.   You are correct that a customer should have and expect a better experience than you had this week.  We hope that you will accept our apology and we hope that any future interactions will be to your satisfaction.  If there is anything that I can do to assist you, please do not hesitate to contact me directly.  435-565-4759I have spoken to Relms and they advised me that they do not use the PIN code for Wilmington Flats and that is why their website did not forward you to the payment login page.  They showed me a copy of the bill they mail out and how it has the URL listed on the bill.  I will attach an image of the bill they provided. We want to Thank you for being a customer and again apologize for the manner in which your call this week was handled.