We have received your request for response to [redacted] ’s complaint regarding not receiving notification before final bill was sent to a collection agencyMs [redacted] called on 7/1/and requested to disconnect service on 7/3/and provided forwarding mailing addressThe service was disconnected on 7/3/and final bill was mailed on 7/7/Past due notices were mailed on 7/31, 8/28, and 9/which stated final payment is needed to avoid further collection activityThe account has been paid in full as of 10/14/
We have received your request for response to [redacted] D ***’s complaint regarding disconnection and reconnection of his serviceA disconnect notice was mailed the day before his recent billIt was mailed to the same address as his billsIf he didn’t receive the notice he will need to check with his post officeKCP&L has no control over what happens to bills and notices once they are mailedA phone call attempt was made using the same phone number on his account, but no one answered and there was no way to leave a messageMr [redacted] stated he was sleeping when the tech arrivedKCP&L techs do make an attempt to contact the customer before disconnecting the service whether knocking on the door or ringing the bellListening to the phone calls Mr [redacted] had with the CSR’s and supervisor does not indicate they were rude or snarkyMr [redacted] was upset he couldn’t get his service reconnected the same dayKCP&L doesn’t do same day orders and his reconnection was scheduled for the next dayThe deposit and reconnect charge is being billed to himThank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
We have received your request for response to [redacted] ***s complaint regarding his disconnection noticeDuring the Cold Weather Rule period (November 1st – March 31st), disconnections can be done if the temperatures are above degreesMrReed has contacted our Customer Care Center as of 12/29/and has set up payment arrangementsAt this time, the customer is no longer in danger of disconnection Thank you, [redacted] ***
We have received your request for response to [redacted] ’s complaint regarding the repair of his meterMr [redacted] ’s meter can is in need of repair; specifically a slip collar will need to be installed due to settled serviceWhile KCP&L is responsible for maintenance of the meter, the customer is responsible for the meter canA message was left on 2/24/and a post card was left on 5/18/regarding this informationOnce this repair is completed please contact our 24hr Customer Care Center at (888) 471-
September 16, 2015 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No. [redacted] We have received your request for response to [redacted] ***’s complaint regarding a refund check. The closed account was in the name of [redacted] ... and [redacted] ***. [redacted] was the primary account holder. KCP&L doesn’t track who makes payments on the accounts. Once an account has closed, any credits left on the account are refunded to the primary account holder. The refund check has been cashed. Any disagreements as to who should have received the refund must be handled between [redacted] and [redacted] . Thank you, Doris Moore Sr. Customer Relations Advisor KCP&L 1200 Main St, 30th Floor Kansas City, MO 64105 *Disclaimer* By contacting the RevDex.com for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the RevDex.com as it relates to this complaint. KCP&L requests that the RevDex.com not share publicly any confidential information when posting this response.
We have received your request for response to [redacted] ’s complaint regarding identity theftAs of 6/16/15, Ms [redacted] has spoken with a supervisor regarding this situationIn order to obtain new service, the full balance will need to be paidThe customer was also advised additional arrangements will be available November 1st
October 2, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding his girlfriend’s debt being transferred to their accountMr***’s
girlfriend has been listed on the account for several years and in September called to make a payment arrangement on their accountThe representative she spoke with advised her of her old debt and she asked for it to be transferred to their active account so she can make a payment arrangement on itSince she requested the old debt to be transferred to their account it will remain. Thank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
I am rejecting this response because:
The disconnect notice could of been sent by certified mail to ensure it arrived to the address on file, I do have voice mail so if a call was made to my number ###-###-#### a message most certainly could have been left, in which it was notThe tech did not try to make contact while I was sleeping during the disconnect, if they would have knocked I would have answered I also have a doorbell and it was never used by the techThe tech only put the notice in a paper disconnect tri fold and placed it in between the storm door and the door jamKCPL failed to attempt to make contact prior to the disconnectI do take responsibility of my actions of letting my bill get that far, but I work very long hour days a week on the overnight shift as a corretions officer so I am not able to conduct business as others doAgain if a message would have been left on my phone or if the tech would have knocked or rang the door bell I would have satisified my obligation before the disconnectionSo there for the reconnect fee an deposit should not be asessed to my accountI feel as KCPL is just trying to fiscaly gain from this inconvienenceThe service could be reconnected same day if a reconnect fee and deposit is asessedThese fees paid by the customer would cover any overtime acured due to the after hours call out
Regards,
*** ***
We have received your request for response to *** ***’s complaint regarding frequent outages. There have been two outages in 2015, three in and two in Outages can result due to different things (weather, animals like squirrels or birds, trees, and at times equipment goes
bad)KCP&L maintains the equipment and trim tree limbs away from power equipmentCustomers are only charged for power being used; therefore she is not charged when power is offMs***’s power has been restored and no further action will be done by KCP&L
May 5, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding her meter exchange. The department that will be handling Ms***’s meter
exchange has been notified and made aware of the customer’s request for additional time to remove the latticeThis particular team has been given Ms. ***’s updated contact information and will reach out to the customer to schedule an appropriate time to exchange her meter. Thank you, *** *** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
September 15, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding her disconnect. At the time Ms***’s service was restored on
8/1/15, there was a balance still owed on the account. When the customer billed again on 8/12/another disconnect notice was generated and this is the reason Ms***’s service was disconnected on 8/28/As of 9/10/the service has been restoredThe customer filed a complaint with the Missouri Public Service Commission and details regarding the account have been provided. Bill copies and a statement of account have been mailed to the customer at the service address. Thank you, Maria L*** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO 64105 *Disclaimer* By contacting the Revdex.com for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the RevDex.com as it relates to this complaintKCP&L requests that the Revdex.com not share publicly any confidential information when posting this response
We have received your request for response to *** *** ***’s complaint regarding disconnection and reconnection of her serviceThe last payment arrangement made on Ms*** account was on 8/6/She did not make any payments toward that arrangement and the arrangement is
considered brokenSince the arrangement was not kept she was not eligible for another arrangement until 11/1/15 when the Cold Weather Rule beganOn 10/26/Ms*** sent an email to KCP&L inquiring when her bill was dueKCP&L responded and advised the current bill is due on 11/13/and the past due would need to be paid before 11/2/A disconnect notice was mailed on 10/23/advising the past due must be paid before 11/2/and an automatic phone call attempt was made on 10/29/Ms*** was made aware of her past due amount and pending disconnection dateOnce the customer calls and gives confirmation of the past due payment an order is issued to reconnect the service by end of next day. She made her payment 11/4/and her service was restored 11/5/15. Thank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
We have received your request for response to *** ***’s complaint regarding the disconnection of her serviceHer bills are sent to her via electronic mail, however disconnect or past due notices must be mailedOur records indicate a notice was mailed to her physical address and
since no payment was received for the past due amount her service was disconnected on 3/31/She made a payment on 3/31/and a reconnect order was issuedService techs have until the end of the next business day to reconnect services after payment is madeTechs work orders they received from the previous dayHer service was restored on 4/1/
We have received your request for response to *** ***’s complaint regarding his billed depositMr. *** was made aware of the deposit, due to the recent status of his account, on 5/11/This has been billed in four equal installmentsOnce the deposit is paid in full and
consecutive on-time payments have been made, the deposit can be reimbursed with interestPlease do not hesitate to contact our 24hr Customer Care Center at (888) 471-with any further questions. Thank you
We have received your request for response to *** *** ***’s complaint regarding a rebate on a refrigerator he purchasedKCP&L doesn’t have any records showing his rebate card was receivedWe have reached out to him and another rebate application has been sent to him
We have received your request for response to *** ***’ complaint regarding fraudulent debtMr. *** faxed documentation has been reviewed and the debt from *** *** ***, Kansas City, MO in the amount of $will be removedMr*** will need to pay $in order to have
service reconnectedOnce this amount is paid and reported to our Customer Care Center, a reconnect order will be issued for the next day. Thank you, Maria L*** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
We have received your request for response to *** ***’s complaint regarding disconnection of her serviceInvestigation show Ms*** was disconnected for non-paymentThe disconnect notice was mailed 8/14/and advised Ms*** of her disconnect amount and when it would
need to be paidA phone call was also made on 8/21/and a message was left on the answering machineOnce service has been disconnected there is a reconnect charge and a deposit charge that is billed on the accountDue to the payment history of the account those fees will remainReconnect orders are issued for the next dayTechnicians are busy working orders from customers who have called for service the previous dayA payment has been made and her service has now been restored
We have received your request for response to *** ***’s complaint regarding the all-electric rate. The Billing Department manager has been in contact with Mr*** and an agreement was reached regarding the timeframe for the customer’s adjustmentA letter will be mailed to Mr
*** notifying him of the credit amount as part of the back bill
We have received your request for response to [redacted] ’s complaint regarding not receiving notification before final bill was sent to a collection agencyMs [redacted] called on 7/1/and requested to disconnect service on 7/3/and provided forwarding mailing addressThe service was disconnected on 7/3/and final bill was mailed on 7/7/Past due notices were mailed on 7/31, 8/28, and 9/which stated final payment is needed to avoid further collection activityThe account has been paid in full as of 10/14/
We have received your request for response to [redacted] D ***’s complaint regarding disconnection and reconnection of his serviceA disconnect notice was mailed the day before his recent billIt was mailed to the same address as his billsIf he didn’t receive the notice he will need to check with his post officeKCP&L has no control over what happens to bills and notices once they are mailedA phone call attempt was made using the same phone number on his account, but no one answered and there was no way to leave a messageMr [redacted] stated he was sleeping when the tech arrivedKCP&L techs do make an attempt to contact the customer before disconnecting the service whether knocking on the door or ringing the bellListening to the phone calls Mr [redacted] had with the CSR’s and supervisor does not indicate they were rude or snarkyMr [redacted] was upset he couldn’t get his service reconnected the same dayKCP&L doesn’t do same day orders and his reconnection was scheduled for the next dayThe deposit and reconnect charge is being billed to himThank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
Hello, attached is our response to MsOkwara's complaintThank you Maria
Good morning, sorry for the delay on thisThe Claims Department is currently working on Mr [redacted] 's case and should be in contact with him soon***
We have received your request for response to [redacted] ***s complaint regarding his disconnection noticeDuring the Cold Weather Rule period (November 1st – March 31st), disconnections can be done if the temperatures are above degreesMrReed has contacted our Customer Care Center as of 12/29/and has set up payment arrangementsAt this time, the customer is no longer in danger of disconnection Thank you, [redacted] ***
We have received your request for response to [redacted] ’s complaint regarding the repair of his meterMr [redacted] ’s meter can is in need of repair; specifically a slip collar will need to be installed due to settled serviceWhile KCP&L is responsible for maintenance of the meter, the customer is responsible for the meter canA message was left on 2/24/and a post card was left on 5/18/regarding this informationOnce this repair is completed please contact our 24hr Customer Care Center at (888) 471-
September 16, 2015 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No. [redacted] We have received your request for response to [redacted] ***’s complaint regarding a refund check. The closed account was in the name of [redacted] ... and [redacted] ***. [redacted] was the primary account holder. KCP&L doesn’t track who makes payments on the accounts. Once an account has closed, any credits left on the account are refunded to the primary account holder. The refund check has been cashed. Any disagreements as to who should have received the refund must be handled between [redacted] and [redacted] . Thank you, Doris Moore Sr. Customer Relations Advisor KCP&L 1200 Main St, 30th Floor Kansas City, MO 64105 *Disclaimer* By contacting the RevDex.com for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the RevDex.com as it relates to this complaint. KCP&L requests that the RevDex.com not share publicly any confidential information when posting this response.
We have received your request for response to [redacted] ’s complaint regarding identity theftAs of 6/16/15, Ms [redacted] has spoken with a supervisor regarding this situationIn order to obtain new service, the full balance will need to be paidThe customer was also advised additional arrangements will be available November 1st
October 2, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding his girlfriend’s debt being transferred to their accountMr***’s
girlfriend has been listed on the account for several years and in September called to make a payment arrangement on their accountThe representative she spoke with advised her of her old debt and she asked for it to be transferred to their active account so she can make a payment arrangement on itSince she requested the old debt to be transferred to their account it will remain. Thank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
I am rejecting this response because:
The disconnect notice could of been sent by certified mail to ensure it arrived to the address on file, I do have voice mail so if a call was made to my number ###-###-#### a message most certainly could have been left, in which it was notThe tech did not try to make contact while I was sleeping during the disconnect, if they would have knocked I would have answered I also have a doorbell and it was never used by the techThe tech only put the notice in a paper disconnect tri fold and placed it in between the storm door and the door jamKCPL failed to attempt to make contact prior to the disconnectI do take responsibility of my actions of letting my bill get that far, but I work very long hour days a week on the overnight shift as a corretions officer so I am not able to conduct business as others doAgain if a message would have been left on my phone or if the tech would have knocked or rang the door bell I would have satisified my obligation before the disconnectionSo there for the reconnect fee an deposit should not be asessed to my accountI feel as KCPL is just trying to fiscaly gain from this inconvienenceThe service could be reconnected same day if a reconnect fee and deposit is asessedThese fees paid by the customer would cover any overtime acured due to the after hours call out
Regards,
*** ***
We have received your request for response to *** ***’s complaint regarding frequent outages. There have been two outages in 2015, three in and two in Outages can result due to different things (weather, animals like squirrels or birds, trees, and at times equipment goes
bad)KCP&L maintains the equipment and trim tree limbs away from power equipmentCustomers are only charged for power being used; therefore she is not charged when power is offMs***’s power has been restored and no further action will be done by KCP&L
May 5, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding her meter exchange. The department that will be handling Ms***’s meter
exchange has been notified and made aware of the customer’s request for additional time to remove the latticeThis particular team has been given Ms. ***’s updated contact information and will reach out to the customer to schedule an appropriate time to exchange her meter. Thank you, *** *** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
September 15, 2015 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 RE: Case No*** We have received your request for response to *** ***’s complaint regarding her disconnect. At the time Ms***’s service was restored on
8/1/15, there was a balance still owed on the account. When the customer billed again on 8/12/another disconnect notice was generated and this is the reason Ms***’s service was disconnected on 8/28/As of 9/10/the service has been restoredThe customer filed a complaint with the Missouri Public Service Commission and details regarding the account have been provided. Bill copies and a statement of account have been mailed to the customer at the service address. Thank you, Maria L*** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO 64105 *Disclaimer* By contacting the Revdex.com for assistance with resolving this issue, the customer has implied consent to share potentially confidential account information with only the RevDex.com as it relates to this complaintKCP&L requests that the Revdex.com not share publicly any confidential information when posting this response
We have received your request for response to *** *** ***’s complaint regarding disconnection and reconnection of her serviceThe last payment arrangement made on Ms*** account was on 8/6/She did not make any payments toward that arrangement and the arrangement is
considered brokenSince the arrangement was not kept she was not eligible for another arrangement until 11/1/15 when the Cold Weather Rule beganOn 10/26/Ms*** sent an email to KCP&L inquiring when her bill was dueKCP&L responded and advised the current bill is due on 11/13/and the past due would need to be paid before 11/2/A disconnect notice was mailed on 10/23/advising the past due must be paid before 11/2/and an automatic phone call attempt was made on 10/29/Ms*** was made aware of her past due amount and pending disconnection dateOnce the customer calls and gives confirmation of the past due payment an order is issued to reconnect the service by end of next day. She made her payment 11/4/and her service was restored 11/5/15. Thank you, Doris M*** SrCustomer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
We have received your request for response to *** ***’s complaint regarding the disconnection of her serviceHer bills are sent to her via electronic mail, however disconnect or past due notices must be mailedOur records indicate a notice was mailed to her physical address and
since no payment was received for the past due amount her service was disconnected on 3/31/She made a payment on 3/31/and a reconnect order was issuedService techs have until the end of the next business day to reconnect services after payment is madeTechs work orders they received from the previous dayHer service was restored on 4/1/
We have received your request for response to *** ***’s complaint regarding his billed depositMr. *** was made aware of the deposit, due to the recent status of his account, on 5/11/This has been billed in four equal installmentsOnce the deposit is paid in full and
consecutive on-time payments have been made, the deposit can be reimbursed with interestPlease do not hesitate to contact our 24hr Customer Care Center at (888) 471-with any further questions. Thank you
We have received your request for response to *** *** ***’s complaint regarding a rebate on a refrigerator he purchasedKCP&L doesn’t have any records showing his rebate card was receivedWe have reached out to him and another rebate application has been sent to him
We have received your request for response to *** ***’ complaint regarding fraudulent debtMr. *** faxed documentation has been reviewed and the debt from *** *** ***, Kansas City, MO in the amount of $will be removedMr*** will need to pay $in order to have
service reconnectedOnce this amount is paid and reported to our Customer Care Center, a reconnect order will be issued for the next day. Thank you, Maria L*** Customer Relations Advisor KCP&L Main St, 30th Floor Kansas City, MO
We have received your request for response to *** ***’s complaint regarding disconnection of her serviceInvestigation show Ms*** was disconnected for non-paymentThe disconnect notice was mailed 8/14/and advised Ms*** of her disconnect amount and when it would
need to be paidA phone call was also made on 8/21/and a message was left on the answering machineOnce service has been disconnected there is a reconnect charge and a deposit charge that is billed on the accountDue to the payment history of the account those fees will remainReconnect orders are issued for the next dayTechnicians are busy working orders from customers who have called for service the previous dayA payment has been made and her service has now been restored
We have received your request for response to *** ***’s complaint regarding the all-electric rate. The Billing Department manager has been in contact with Mr*** and an agreement was reached regarding the timeframe for the customer’s adjustmentA letter will be mailed to Mr
*** notifying him of the credit amount as part of the back bill