Ketchikan Public Utilities / KPU Telecommunications

From: KPU Customer ServiceRE: [redacted] General Information:-All calls made to and from KPU are recorded and have been reviewed for thiscorrespondence-It is standard practice in the Telecommunications industry to bill services a month inadvance, with the exception of long distance minutes, Which are billed the month after thecalls are made, or rented movies and events, which are billed the month after they arewatched-During Temp Suspend status, services are temporarily !not available but are notcompletely disconnectedcalls can still be madeTemp suspend does notautomatically pro-rate credit for the time that the account is temp suspendedIf theaccount is permanently disconnected and closed for non-payment, credits will pro-rateback to the Temp suspend dateCustomers ordinarily pay immediately upon TempSuspensionA delay in payment is unusual-KPU Telecommunications bills are always due on the 25th of the month, with past-dueamounts due on the 15thBackground and Resolution:11/16/2015- Last payment date for this account in Payment was made for the lateOctober bill.11/25/2015-November Telecommunications due date bill was not paid.12/02/2015- December billing was processed and the still unpaid November charges werelisted as past·due, with a due date of 12/15/to avoid disconnect.12/14/2015-An automated call placed asking the account holder to contact KPUregarding the phone accountThere is confirmation that a message was left on the homeanswering machine requesting the customer call into KPU regarding their account priorto December 15thDue to privacy requirements, the phone numbers called will not belisted in this document1215/2015-Personal phone call was placed to the account holder's cell phone to let themknow that they needed to call or visit KPU to make paymentThe phone had novoicemail There is a written record of the call.12/16/2016-The account was temporarily suspended for non-payment Once suspended, policy requires that both past due as well as current charges are due, aswell as a reconnect fee of $and deposits1/04/2016-Customer called and was quoted the total dollars for the past-due Novemberand past-due December balances, plus the reconnect fee and depositsActual dollaramounts are not listed here, since that is proprietary customer information.1/14/2016-Customer paid for November and December:past due plus the reconnect feeand the depositsServices were reconnectedl/25/2016-Due date for January charges-bill was not paid.1/29/16-Customer called to state that she did not want to pay for the time period whenservices were not in serviceThis was an unusual situation, in that most customers do notwait this long to reconnect, but the manager approved the Customer receiving a credit fortwo weeks of service from DecemberCredit was not given for movies, late charges orPPV events that were rented and appeared on the billCustomer was told that the creditsissued would appear on the next billing cycle2/1/2016-Customer spoke with Credit department and asked to be given credits for timeservice was not in useCustomer was told there was two weeks credit already given.2/2/2016-Division Manager approved additional two weeks of credit, for the two weeksin January the service was suspended and credit was applied to the bill, for a total of 4weeks of servicesMovies, late charges and PPV events rented were not credited.Additionally, HBO package was removed with an effective date of l/29/per thecustomer request2/5/2016-Customer disconnected internet and TV serviceDeposits for those services,plus interest, will be refunded and will appear on the next bill, as well as weeks creditspreviously writtenHowever, January charges were not: paid and any movies or PPVevents rented from January through February will still be charged to the cableaccount

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI did notice that no monetary amounts were actually mentionedNot happy with that part.Sincerely, [redacted]

RE: ***General Information:-All calls made to and from KPU are recorded and have been reviewed for thiscorrespondence
-It is standard practice in the Telecommunications industry to bill services a month inadvance, with the exception of long distance minutes, which are billed the month after
thecalls are made, or rented movies, which are billed the month after they are watched
-KPU Electric and KPU Telecommunications operate on two separate accounting andbilling systemsThere is no cross reference or link between the twoThe customer repmust rely on the customer to state which account they want to payKPU always asks ifthey wish to pay phone and/or electric_ Not all customers have both types of accounts.-KPU Telecommunications bills are always due on the 25th of the month, with past-dueamounts due on the 15th
Background arid Resolution:11/6/2015-last payment date for this account in payment was made for the lateOctober bill and current November bill.
12/2/2015- December bill mailed but bill was not paid by due date of December 25.12/28/2015-January billing was processed arid the still Unpaid December charges werelisted as past-due in red ink on the front page of the January bill, with a due date of11/15/to avoid disconnect
1/12/2016-An automated call placed asking the account holder to contact KPU regardingthe phone accountThere is confirmation that a message was left on the home answeringmachine requesting the customer call into KPU regarding their account prior to January 15thDue to privacy requirements, the phone numbers called will not be listed in January this document.
1113/16-Customer' s husband paid electric/utility account but did not ask about or payTelecom account.
1/20/2016-Personal phone calls were placed to both account holders' cell phones to letthem know that they needed to call or visit KPU to make paymentOne phone hadvoicemail set up arid a message was left The other had no voicemail, but two calls weremade, several hours apart to try to reach the customerThere is a written record of thecalls.
1/21/2016-The account was temporarily suspended for non-paymentThis means thatservices do not work, except for calls- it is not completely disconnected
Once suspended, policy requires that both past due and! current month charges are due, aswell as a reconnect fee of$and deposits
1/21/16-Customer called and was quoted the total dollars for the past -due, currentJanuary, the reconnect fee and depositsActual dollar amounts are not listed here, sincethat is proprietary customer information.
1/25/2016-Due date for January billing
1/26/16-February billing processed.
1/27/2016-Customer told the front counter rep that she wanted to pay all that was due onthe phone accountSince February billing had just been processed, the front counter repquoted the total amount on the computer screen which included February charges, inaddition to December and JanuaryThis was not correctThe February charges shouldnot have been quoted, since the statement had not yet been mailed, and the charges werein advance of useThe customer paid the quoted amount via credit card and signed theslip, but did not pay the deposits or the reconnect fee.
l/28/16-The customer called back to ask why the amount she paid on the 27th and theamount she was quoted on the 21st were differentCustomer was told that she had paidthe February chargesThe customer stated that she didn't want to pay the Februaryamount and requested a refund
1/29/2016-Customer called in again to request a refund and was told that a request wouldbe made to management, but would not be promised the division manager agreed withthe customer and an emergency check was produced to' refund the February chargesThedeposits and reconnect fee were waived and the account was reconnected on 1/29/2016.Multiple calls were made to the customer's cell phone by both customer reps and thecredit department to let her know that the services were reconnected and that a check wasbeing mailedThe customer did not answer the phone find her voicemail had never beenactivated, so message could not be left on the cell numberAdditionally, a credit forservices was applied back to the account for the days'that the customer was out ofservice and will be reflected on the next (final) bill
2/1/2016-Customer brought equipment back and requested to disconnectService orderwas entered to permanently disconnect services effective 211/Customer was toldthat check was being mailed for February dollars incorrectly quoted and paid

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did notice that no monetary amounts were actually mentioned. Not happy with that part.Sincerely, [redacted]