L & W Asphalt Paving

[redacted] contacted Kentucky Utilities on May 8, This has been handled by LG&E- KU legal department and Underwriters Safety & Claims

[redacted] [redacted]
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[redacted] [redacted] [redacted] Issue: I am a disabled person from age 15 in 1973 with no way of walking again due spinal cord injuries. I can read the electric meter better than the people they hired to do...

so. In the month of January I was over billed for electric usage and now the current bill is more than it should be because of what they say is caused by the production from my home usage making more CO2 and that would be 4210 pounds of carbon for December for the January bill and the February bill with 1130 pounds of carbon which is false and paid from the previous month! I paid a bill in January for the December usage of 2105 KW in the dollar amount of $196.12! With this said my bill for the month of January that was paid in February was $64.79 with usage of 565 KW! That is far more than I should have paid and they changed the rates of per KW on both bills with February being higher! I have my bills and a picture of the meter on 2/2/2016 to show and see what happens by estimating my bill for usage of 554 KW and the reading was actually 454 KW when I read to pay my bill early and have done this for many years except when I was away and my [redacted] (deceased now) was here staying for almost 1 year!  She missed a bill or 2 and my [redacted] took care the bill after she moved out and he could pay it where he lived in [redacted], Ky. Now give the devil his chance and credit I pay my bill before time and can’t do without it and if they can’t be controlled then we need to take the Lakes back and streams and they can build nuclear and get [redacted] for that!! I should not have had to pay that amount when it was already paid from the previous month and I pay online with a surcharge of $2.95 (I think)and on a limited income of SSI only and nothing else makes hard even though it was just a $5 difference! It needs to be adjusted. Another point is the reader was here twice the same day on Jan.7th, 2016 and I have my bills and a picture of the meter on 2/2/2016 for proof of what I state about this.  Customer is requesting a billing adjustment.Background: (See Attached Bills)Resolution:  2/9/16 – [redacted] contacted Mr. [redacted] to discuss his concerns.  Mr. [redacted] stated he had nothing to say to KU and indicated he will wait to hear from the Revdex.com, regarding his complaint.·         01/08/16 – Current Bill Mailed: $196.12 - Includes: $4.94CR Balance + $201.06 (2105 ccf), for actual usage from: 12/7/15 – 1/7/16.  (Due: 02/12/16)·         01/12/16 - $250.00 Payment received·         02/01/16 – Energy Charge Rate changed from: $0.08508 to $0.0887 (See Attached Tariff)·         02/08/16 – Current Bill Mailed: $10.91 – Includes: $53.88CR Balance + $64.79 (565 ccf), for actual usage from: 1/7/16 – 2/5/16.  (Due: 03/14/16)·         There is no record of KU estimating his usage of 554 KW; when the reading was 454 KW.·         KU contracts with Paymentus to offer our customers the option of making payments by credit card, debit card, checking account, or savings account over the phone or online.  (Paymentus charges a fee of $2.25 per transaction.  KU does not receive any portion of this fee.)

Tell us why here...Background:  [redacted] began service at [redacted] on 8/3/2015. [redacted] called saying she wanted to put service in [redacted]’s name.  Ms. [redacted] said she was his wife but did not want service in her name and did not want to be added to...

the account. [redacted] came to the phone and requested service in his name. 9/3/2015- Bill issued for $119.90 due on 9/30/2015.  This bill included the first of six installments of $26.66 for the security deposit requirement of $160.00.10/1/2015- A late payment fee of $2.80 was billed. 10/2/2015 - A disconnect notice was issued for $256.04 which included the defaulted installment plan for the full $160.00 due for the security deposit. Due on 10/15/2015. 10/2/2015- A payment was received for $119.90 on 10/2/2015 from the customer authorizing his bank to pay his bill. (3-5 day delay in LG&E receiving payment from this method.) 10/7/2015- New bill was issued for $76.31 due on 10/30/201510/16/2015- Service was disconnected a 9:57 AM after no payment was received after both the bill and disconnect notice had been issued. 10/16/2015- Payment was made through Paymentus of $212.45. 10/16/2015 - Service was reconnected at 4:30 PM and a $28.00 reconnect fee was billed.Regulation, Policy, Tariff:  PSC Sheet No. 95Resolution: The payment of $119.90 was received on 10/2/2015, two days after his due date of 9/30/2015.  Mr. [redacted] had authorized the payment from his personally banking institution which normally takes up to 3-5 business days. This caused the deposit installment to default making the entire $160.00 deposit due as well as the current bill. When the payment came in it was not enough to satisfy the entire past due balance. A disconnect noticed was mailed and when not paid in full, a disconnect order was issued after the due date. A message was left for Mr. [redacted] to return our call to discuss his complaint. Future payments he authorizes through his bank will need to be authorized 3-5 business days prior to the due date of his LG&E bill due date to make sure they hit his account by the due date.  LG&E has removed the $28.00 reconnection fee this time as a courtesy.  LG&E offers many ways to make payments that provide same day posting.  Mr. [redacted] was informed about our payment options when he applied for service. We will encourage Mr. [redacted] to sign into our web site through “My Account" to make payments or review his account information. We again, will offer paperless billing and receive emails when his bill created. He can sign up for texts as well. Other payment options initially discussed were [redacted]- Phone payments. LG&E looks forward to providing service to [redacted] and hope this information will help when deciding on his payment options in the future.   [redacted] (his wife) who is not listed on the account returned [redacted]’s call. While LG&E is not authorized to discuss the account in full detail with Ms. [redacted], she was informed of the $28.00 reconnect fee waiver this time and the other payment options that provide same day posting to their account. Ms. [redacted] said she did not receive the disconnect notice and was advised to contact the postal office. She also did not believe that her husband had been advised of the payment options when he applied for service but a review of the recorded call has verified that he was informed of various payment options.

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.
The previous owner of this unit notified LG&E in the meantime and let them know of her move-out date, and that she wished to stop being billed at that time. Per [redacted]'s conversation with me on 04/11/2017, he simply needed the previous owner to call them and take responsibility for that billing cycle, which is exactly what she did when she notified them of the date that she wished her services to be discontinued (Friday 04/07/2017). This is exactly what [redacted] stated that the company needed in order to bill the correct party - rather than billing me for a stranger's consumption.Regards,
[redacted]

Issue: I both this house in June and my first month bill was around 60$ which I paid .... now after a month I received a bill of 173$ .... how some one can receive a bill of 173$ when no one lives over there. I have neighbors who knows I am not there and in one month I visit my house 3 times and that will be weekend. The neighbors can provide with the letter stating the same thing. How can I receive a 173$ bill for a house where no body lives this can go far if not solved I have proof of not being in that house except for those 3 to 4 times I visit and stayed for 4 to 5 hours ..... Background: Mr. [redacted]'s usage at this address is not out of line with prior usage. Resolution: LG&E reread Mr. [redacted]’s meter on 08/17/16. This reading was lower than the original bill. LG&E will be sending Mr. [redacted] a corrected bill with the correct reading. [redacted] called Mr. [redacted] at ###-###-#### and explained this information.Thanks,[redacted]

Is[redacted]:  On 9/29/15 between 9pm and 12am I logged into my account thru LG&E. I clicked on "Pay Bill". I then clicked on use ATM/debit/credit card. I was then told of the $2.25 fee for using this service, then asked to verify my account number with LG&E, then asked to enter in my...

information including my information on the debit card I was using including the amount I was going to be paying. I was then asked to agree to the fee and terms and conditions. I was then taking to a confirmation page and was shown my account info with LG&E as well as the type of payment method I had used and the amount including the fee. I received a letter that my payment has been returned as NSF. I called the bank ([redacted] Federal Credit Union) and was informed that LG&E processed my payment thru as a check. When I contacted LG&E they then told me I never enter in my debit card information on the 29th that I had used the account that was on file. I spoke with a manager by the name of [redacted] and she informed me that there was nothing LG&E could do about this matter and that I was once again responsible to make this payment. I paid $134.00 on 10/13/15 because LG&E informed me that if I did not make this payment my electricity would be shut off. Once I made my payment and was still on the confirmation page for making my payment I once again called LG&E to confirm this payment once again and that I paid with my debit card. I spoke to a lady named [redacted]. She reviewed my account and said that this happens many times where a customer pays with a debit card and because there is an existing bank account in the pay portal system it sometimes registers thru the existing account. [redacted] informed me that she gets at least 5 calls a day on this. I do not feel that this was my nor the banks fault. I clicked on pay with a ATM debit or credit card entered in all my information was shown that I clearly paid using my debit card. I have paid online using my debit card thru LG&E many times before and have never encountered this problem.  I would like for LG&E to credit my account for $124.00 in which I paid on 9/29/15 online. I do not wish for the many back on my card just to show that I did make my payment. I have never not made my payment with the electric company and have never encountered this problem while paying online thru LG&E Background:  09/30/15 - $124.00 Payment Received 10/07/15 - $124.00 Payment Return 10/13/15 - $134.00 Payment Received ($124 + $10 Return Check Fee) 10/13/15 - Customer contacted Customer Service and spoke to CSR, [redacted], and explained she used [redacted] to make her payment, however LG&E processed her payment through [redacted] Credit Union, which resulted in the check returning.  Customer requested the return check fee be waived. 10/13/15 - Customer went online and deleted her old bank information. 10/13/15 - Coach, [redacted], spoke with customer and attempted to explain to customer that funds were not received, to make the $124 payment good. Customer hung up on CSR. 10/13/15 - CSR, [redacted], spoke to [redacted] and explained her payment was made with [redacted]. Customer stated LG&E made an error by submitting her payment to the wrong bank.  In reviewing Ms. [redacted]'s account, we confirmed that she frequently pays her bills on-line, via LG&E's My Account, using an ATM/Debit/Credit Card.  However, on 9/29/15, LG&E records indicate the choice was made to pay the bill, by e-check, using the existing bank information that was on the account at that time. When paying bills through My Account, customers have the option of paying their bills with an e-check.  Customers also have the option of paying with an ATM/Debit/Credit Card, however, these type of payments are processed by [redacted], which is a third party vendor.  Customer’s that choose to pay their bill by e-check, receive an e-mail which confirms the amount of the payment received, when the payment will be applied to the account, the last four digits of the LG&E account number and a confirmation number. Customer’s that choose to pay their bill using an ATM/Debit/Credit Card, receive an e-mail which contains a summary of information including: confirmation number, date payment received, customer’s first and last name, zip code, daytime phone number, e-mail address, LG&E account number, payment method, card type, the last four digits of the customer’s card number, card holder name, amount of payment, and $2.25 processing fee. Resolution:  10/19/15 - [redacted] called customer and left a message that we received complaint she filed with Revdex.com and will review and follow-up with her. 10/21/15 - [redacted] called customer and left a message to return her call to discuss her concerns.  [redacted] will follow-up with the Revdex.com, if/when the customer returns her call.Ms. [redacted] returned [redacted]’s call.  [redacted] advised Ms. [redacted] that she should have received an e-mail confirming her e-check payment.  Ms. [redacted] acknowledged she didn’t receive an e-mail confirmation from [redacted], like she normally receives, and explained she didn’t receive an e-mail at all.  [redacted] advised Ms. [redacted] to check her SPAM mail.  [redacted] advised Ms. [redacted] that she would waive the $10 return check fee, from her LG&E account, as a one-time courtesy.  [redacted] also offered to have a 3-way conversation with her bank, so that she could request the bank waive the $30 fee she was charged.  Ms. [redacted] indicated she would contact the bank and request they waive the $30 fee.  Ms. [redacted] said she would make sure  she receives a confirmation e-mail in the future.   Note: Since Ms. [redacted] deleted her old bank information, the option to pay by e-check, is no longer available.

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.
Regards,
[redacted] My response to LG&E is as follows, "Their statement to your office is not true and LG&E has provided no supportive evidence of trying to work with me, therefore to support their 31 word response, Ms. [redacted] request that LG&E file proof of the following with the Revdex.com and I wish to be provided with a copy:1) Who contacted me regarding each of the individual damaged properties from 2007 - 2016? 2) When (the date) I was contacted regarding each individual property from 2007 - 2016?3) How I was contacted (via email, fax, letter, home visit) regarding each individual property that was damaged from 2007 - 2016?4) What did LG&E do to resolve the problem and/or replace the property regarding each individual property that was damaged from 2007 - 2016?In closing, Ms. [redacted] is requesting that LG&E not submit a blanket statement as they did in their 31 word response, but file with your office copies of the original letters, emails, faxes etc. proving all of the above in questions 1 - 4, as they did state that they tried to work with me.Sincerely,[redacted]

Mr. [redacted] stated in our conversation that in the stress of moving that he forgot to contact LG&E in regards to the new date of possession for this property.  LG&E started the service on the date Mr. [redacted] requested.  LG&E has encouraged Mr. [redacted] to contact the previous owner to see if they are willing to take responsibility for this usage and Mr. [redacted] stated he is not going to do that. Thanks,[redacted]

Issue:   I recently received a billing statement from LG&E stating the "Corrected" charges from January until June. According to them, the meter was malfunctioning and they are still requiring that I pay the corrected amount from these months. I contacted them and they informed me that...

they sent a notice to me of the malfunction (which I did not receive), regardless, it is their equipment that malfunctioned and I do not believe I am responsible for these charges. When I expressed this to them via email, I was told they could set up a payment plan for them. I find this extremely dishonest. Background:   [redacted] does not believe she should be back billed for gas usage that was not billed due to a faulty gas meter index.     [redacted] has had service at this premise from 11/8/17 - present.   5/19/17 - Investigated gas meter due to no usage registering and found Index was broken, changed Index.   6/29/17 - Billing reversed from January 2017 to June 2017 in order to bill for estimated usage for the time the gas meter index was not registering usage.      6/30/17 - Corrected bill issued for $118.66 due 7/25/17.   Policy, Regulations and Tariff:   LG&E [redacted]   Resolution:  [redacted] has left a message asking for [redacted] to call him back to discuss her complaint. If able to speak with [redacted] please explain that LG&E is a regulated utility and per its tariff is required to bill for all usage. In the event that a meter malfunctions or fails to register usage, the usage must be estimated and billed to the customer. In this case the estimated usage was based on [redacted]’s first full month of actual gas usage (5/23/17 – 6/24/17), after the faulty meter index was replaced.  Please advise [redacted] that LG&E can set up a monthly payment arrangement on the back billed amount if she would like. If [redacted] would like to set up a payment arrangement she can reach [redacted] at [redacted] to do so. [redacted] will send an update to this response if/when he is able to speak with [redacted]. [redacted] has attached the stopped meter worksheet used to estimate the usage for [redacted]’s billing correction. Thanks, [redacted]
[redacted]
[redacted]
[redacted]

Issue:I received a bill that was due on January 17th. The check was not cashed until January 25th resulting in me being disconnected and in order to be reconnected I was forced to pay an additional 219.93 when the bill was already paid and the next bill was not due until February 14th. They said it...

was due to the bill being late that I broke the contract for the deposit. This is unsatisfactory from a business that has a monopoly over the area! They are going to make their money regardless since no one can go to somewhere else for service Background:11/10/16 - [redacted] applied for the service at [redacted] effective 11/18/16.  A credit check was run and a deposit was billed to the account due to the credit check.  LG&E split the deposit into 6 installments beginning with the January bill. 12/20/16 - [redacted] first bill of $152.06 due 01/17/17 was mailed. 01/17/16 - The deposit installment of $260.00 was removed due to non-payment. 01/19/17 - A disconnection notice dated 01/31/17 for $371.99 was mailed to [redacted] 01/25/16 - The payment of $152.06 was posted to [redacted] 02/02/16 - [redacted] service was disconnected for the past due balance of $219.93.  A payment of $219.93 was made via telephone.  [redacted] called back to LG&E to schedule the reconnect order.  [redacted]  [redacted]s service was restored. Resolution:02/07/17 - [redacted] has tried to reach [redacted] on three different occasions and each time has been directed to voice mail.  [redacted] has left 3 messages requesting [redacted] return his call and there has been no call back.   Thanks,[redacted]

[redacted] contacted Kentucky Utilities on May 8,  2015.  This has been handled by LG&E- KU legal department and Underwriters Safety & Claims.

[redacted]
[redacted]
[redacted] Issue:  Customer says that one month ago the rate he has been charged was increased by LG&E. The customer says that the building he owns and lives in also has a small space in it for a...

Pilate’s studio. When he called LG&E regarding the reason his rate jumped he was told it is because of the [redacted] studio. The customer says that this is only about 1/4 of the building and he has no employees. The customer wants LG&E to show him the tariff page that allows his rate to be increased even though most of the building is his residence. Background: 04/29/2008 – Account started as [redacted] LLC. The account was incorrectly billed on a residential rate for 8 years. This customer had previously changed lighting at this location and had applied for the commercial rebate for these changes.  LG&E’s vendor, Matrix, started working with this customer on 07/20/2016.  Matrix installed LED bulbs during this visit. This customer was ineligible for the commercial rebate due to the account being billed on the residential rate. 08/22/2016 – Mr. [redacted] requested a rate check for this address. The technician confirmed the 1st Floor is a business and the 2nd Floor is a living quarters.  The technician spoke with Mr. [redacted] for about an hour discussing the rate for this account and that the rate needed to be changed to the commercial rate.  Resolution:  08/23/2016 – [redacted] spoke with Mr. [redacted] and explained the Rate Check was completed on 08/22/16.  [redacted] explained that since this meter services both the business and the residence, this service is considered a mixed load.  [redacted] explained a mixed load is billed on the general service rate and verbiage in the tariff.   Mr. [redacted] inquired about the section that states such service may include home occupations such as a surgeon or dentist’s office.  [redacted] again advised since this is a mixed load that the rate would remain general service.  Mr. [redacted] stated that nothing had changed in they benefit of service that he is receiving and there should not be a change in the billing rate. [redacted] went on to explain that unfortunately the account had been billed incorrectly when the account was originally set up in the [redacted] name. [redacted] stated that this account should have been billed on a commercial rate all along. [redacted] then confirmed the 2 commercial rebate requests that have been made on the account.  Mr. [redacted] was upset because he stated all that was completed in this process was the lightbulbs were changed out. Mr. [redacted] was not satisfied with LG&E decision to leave the rate at the general service rate.    Thanks, [redacted]

From: [redacted], [redacted] Subject: RE: You have a new message from Louisville KY Revdex.com complaint #[redacted]   Issue:  I was on vacation 2 weeks and my bill almost same amount and my shop was close for 2 weeks. Background:  Mr. [redacted] received a bill due 05/23/16 for $223.90.  That...

bill was for 29 days.  Mr. [redacted] has now received his current bill due 07/22/16 for $204.29.  This bill is for 34 days.  Mr. [redacted] states that during this current billing cycle his business was closed from 06/06/16 - 06/21/16.  There is no record of Mr. [redacted] calling in to LG&E to discuss the high bill issue for this month’s bill. Resolution:  [redacted] called and spoke with Mr. [redacted] in regards to his current bill.  [redacted] explained the current bill is for 34 days compared to last month’s bill which was for 29 days.  [redacted] also explained the temperatures were higher during this billing period compared to last month. [redacted] also explained that the reading was an actual reading not estimated.  Mr. [redacted] explained that his business was closed from June 6-21st because he was out of the country.  [redacted] inquired if Mr. [redacted] had left the air on while the business was closed and Mr. [redacted] said no that he turned it on when he returned.  Mr. [redacted] also stated the first couple of days he was back he was only open a few hours because he was ill.  [redacted] advised Mr. [redacted] that when he returned from vacation and turned his A/C on that his unit would not kick off until it reached the desired the temperature being requested from the thermostat.  Mr. [redacted] said that he was also going to read his meter the next month to compare readings. Thanks, [redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

From: [redacted] Sent: Tuesday, April 19, 2016 12:11 PMSubject: [redacted] [redacted] Issue:  Last month my services were disconnected due to LG&E having made a mistake and supposedly switching the meters of me and my neighbor. It took LG&E about 30...

hours to come back to my home and restore my service even though they had made a mistake. So this month I call LG&E to make a payment and was informed that they have been trying to reach me. I was then informed that due to the error that LG&E had made that I was being incorrectly billed and that my bill for the past nine months was higher than every bill that they had originally sent me. They informed me at that [redacted]e that my new balance was $892.89, $649.31 of that bill being money that I now owe for the incorrect/ miss bill for the past ten months. I asked the customer service rep how could this be and is it possible that the tech that went out and made the claim that I had been billed incorrectly made a mistake. Because I am never home and there is a possibility that me and my neighbor were still paying our correct bills but they had just swapped the meters or the new reading on the past 10 months is incorrect and could they send out a new tech. The rep informed me that they could not send out a new tech and that LG&E has done that once and they will not do that again. So I asked to speak to a sup and was denied a sup was forced to make a payment arrangement for the bill or be subject to a disconnection.  I would like a credit on my bill. I always make my payments and now due to LG&E’s mistake they are basically informing me that I owe $649.31 due to them mis-billing me for a whole year. I asked for a tech to come back out and check because this bill makes no sense they refuse to do another check and are now informing me that they did not make a mistake. Also I would like a refund of the food that I lost approximately $163 worth due to the [redacted]e it took for them to restore my service due to the error.Background: [redacted]Ms. [redacted]’s service was not off for 30 hours – The service was restored, while the Service Tech was still on her property.[redacted]3/16/16 @ 2:10 PM - Ms. [redacted] contacted Customer Service and explained an LG&E Service Tech cut her service off.  Ms. [redacted] spoke with the Tech and explained her service should not be turned off.   The CSR and Service Tech verified that Ms. [redacted]’s service should not be turned off, therefore the Tech restored Ms. [redacted]’s service, while he was still there.  The CSR advised Ms. [redacted] that he would transfer her call to someone that could discuss the billing.  Ms. [redacted] stated, her service was back on and that everything was “ok,” then she ended the call.3/16/16 @ 2:31 PM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained that a Service Tech just cut off her service and she found out that her neighbor’s meter should have been turned off.  CSR explained, if she had been billed incorrectly, LG&E will send her a corrected bill and it will take some [redacted]e to receive the corrected bill.  Ms. [redacted] states she wants a credit on her bill right away, since an error was made, and asked to speak to a supervisor.  CSR advised, she would make a request for a supervisor to contact her.3/16/16 @ 3:14 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/16/16 @ 4:08 PM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained her service was disconnected, earlier in the day, when her neighbor’s service should have been disconnected. (Service Tech turned Ms. [redacted]’s service back on, when he realized she was entitled to service.)  Ms. [redacted] shared her concern that LG&E had not been back to disconnect the correct account ([redacted] [redacted]) and she was afraid that LG&E would disconnect her service, in error, again on 3/17/16.  CSR explained, an order has been created to send a Service Tech out to ensure the correct meters are supplying service to the correct units.  In the same conversation, Ms. [redacted] stated that her service was off and asked how quickly someone was going to come out to turn her service back on and disconnect her neighbor’s service.  The CSR advised LG&E would be out ASAP.  Ms. [redacted] asked that a supervisor call her.3/16/16 @ 5:50 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/17/16 @ 9:38 AM – Ms. [redacted] contacted Customer Service and spoke with CSR, [redacted], and explained her service was disconnected on 3/16/16, in error, and she was still without power.  CSR transferred Ms. [redacted] to Customer Service.3/17/16 @ 9:41 AM – Ms. [redacted] spoke with CSR, [redacted], and explained her service was disconnected, in error, and her service is still off.  CSR explained LG&E records indicate her service was turned back on and suggested she check her breakers.  Ms. [redacted] asked to speak with a supervisor.3/17/16 @ 2:30 PM – Supervisor, [redacted], returned a call to Ms. [redacted] and left a message to call back to discuss her concerns.3/22/16 @ 10:08 AM – Service Tech verified the meter bases 1F and 2F units was marked incorrectly, which resulted in the meters being crossed.  The Billing Department was notified to correct the billing.4/07/16 @ 9:53 AM – Billing Integrity Analysis, [redacted], called customer and left a voicemail message to explain her crossed meter billing. 4/08/16 @ 9:29 AM – Ms. [redacted] contacted Customer Service and explained to CSR, [redacted], that she had missed a call from LG&E on 4/7/16.  CSR explained someone tried to reach her regarding her metering being crossed with her neighbors.  CSR explained, she had been paying for the wrong meter, since July 2015, when she moved to the current address.  CSR explained, she would be receiving a corrected bill, in the amount of $649.31.  CSR offered to set up IP, however, Ms. [redacted] stated there was no way the bill could be correct and asked to speak with a supervisor. 4/08/16 @ 4:50 PM – [redacted], Ms. [redacted]’s grandmother, contacted Customer Service to discuss account.  CSR, [redacted], advised she couldn’t discuss account, without [redacted]’s permission.4/08/16 @ 4:56 PM – Ms. [redacted] contacted Customer Service and spoke to CSR, [redacted], and gave permission to discuss her account with her grandmother, [redacted].  CSR, explained corrected the bill to [redacted] and suggested that payment arrangements could be made, so the entire bill would not have to be paid at once.  [redacted] indicated she was going to pay the bill for her granddaughter and wanted to set up payment arrangements.  CSR set up a 6/month installment plan.  ($108.21/month) on the $649.31 balance.  CSR explained the current bill had to be paid, in full and on-[redacted]e, to ensure the installment plan does not default.4/08/16 @ 5:16 PM – [redacted], called Customer Service and spoke to CSR, [redacted], and explained call was dropped, while speaking to previous CSR.  CSR advised she would connect her with the Billing Department.4/11/16 @ 12:24 PM – Ms. [redacted] contacted Customer Service and spoke to CSR, [redacted], and explained she had been billed incorrectly for 10 months.  Customer advised that she cut off the main breaker to her unit, and found her service went off, as well as her neighbor’s service.  Ms. [redacted] feels she is continuing to pay for service to her neighbor’s unit and thinks there is a problem with her meter.  CSR, advised customer that she would create an order to send a Service Tech to ensure the meters at [redacted] [redacted] are supplying service to the correct units.4/13/16 @ 9:37 AM – Ms. [redacted] contacted Customer Service and explained to CSR, [redacted], that she is being billed for crossed meters and she requested a different Service Tech come out to ensure she is being billed for the correct meter.  CSR advised Ms. [redacted] she would contact the Service Department and would follow-up with her to confirm, when a different Service Tech would be able to meet her.Resolution: 4/13/16 - [redacted] spoke to Ms. [redacted] and explained an order has been created to have an LG&E Service Tech confirm the meters at [redacted] are supplying service to the correct units.  [redacted] explained she will follow-up with her.4/13/16 - Service Tech called Ms. [redacted], when he arrived at her premise, and advised he needed to get into her unit to trace the meter.  Ms. [redacted] would not allow the Tech access to her unit. 4/14/16 @ 11:27 [redacted] spoke with Ms. [redacted] and explained LG&E Service Tech was there on 4/13/16 and she would not allow access to her meter. Ms. [redacted] stated she didn't want to provide the Service Tech access to her home.  (The call was disconnected.) [redacted] called back and left a message to contact her and suggested she call to set up an appointment to meet a Service Tech.4/14/16 @ 1:54 PM - Ms. [redacted] called [redacted] and said she wants to set up an appointment.  [redacted] provided the direct phone number to contact the Service Department, at 7:00 AM on 4/15/16, to schedule an appointment.4/15/16 @ 2:01 PM – Ms. [redacted]’s mother allowed LG&E Service Techs to her unit and they were able to confirm that her meter was crossed with the 2nd floor unit.4/18/16 @ 2:20 PM – [redacted], Manager, Customer Commitment, contacted Ms. [redacted] and confirmed that her meter was crossed, as a result of the meter bases being marked incorrectly.  [redacted] agreed to extend the 6/month installment plan to 12/months and advised LG&E would send her a breakdown of the 10 months billing.  (See Attachment)

From: [redacted] Sent: Tuesday, October 18, 2016 3:53 PM Subject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted]   Issue:  I was told by a lg&e employee that I could make payment arrangements online about 4 months ago so I wouldn't have to call in an my...

payment would automatically be taking off my card. So that's how I been making my arrangements online an would get an email letting me know my arrangement went through and would get another one when my payment was taken out.But on Oct 18 they turn my power off when I made the arrangement for Oct 27 on Oct 8.They're saying I didn't make an arrangement when I told them I have an email confirmation saying I did.Now they saying I should of emailed them are called letting them know I set the arrangement up but I never had to with the other arrangements so I don't understand why this is different   Background:   10/09/15 - Ms. [redacted] called to confirm if there was a past due balance on her account.  The representative advised past due of 132.06 and made an arrangement to 10/28/16.  The representative advised Ms. [redacted] of my account and advised can view bill online and pay online.  Also advised of text alerts for bills.  The representative advised of fees of paying online with debit/credit card. 05/09/16 - Ms. [redacted] called to make an arrangement for the past due balance on the account. An arrangement of $134.21 for 05/26/16.  The representative inquired how Ms. [redacted] makes payments each month and she said over the phone.  The representative gave the option to pay online and advised of fees.  06/09/16 - 3:25 pm. - Ms. [redacted] called to make payment arrangement on past due balance.  The representative agreed to extend time to 06/27/16 for the past due of $104.29.  Ms. [redacted] stated would pay over the phone.  5:26 pm. - [redacted] (mother) called to make a payment arrangement for account and representative verified [redacted] had already set payment arrangement with due due date of 06/27/16 for $104.29. 06/27/16 - Ms. [redacted] called to confirm charge for paying with paymentus over the phone and requested account number.  The representative advised of fee is paid with debit/credit card and no charge if paid with check.   Gave the account number and transferred to paymentus.  10/18/16 - Ms. [redacted] called to inquire why service has been disconnected today when she set up a payment arrangement online.  The representative inquired how she was doing this online and Ms. [redacted] stated she was logging online and setting a postdated payment which was for 10/27/16.   The representative advised the postdated payment is still showing online for 10/27/16 but that was not a payment arrangement.  The representative advised Ms. [redacted] that to make a payment arrangement she would either need to call and speak with someone or send an email to complete the arrangement.  The representative asked if Ms. [redacted] wants to cancel the pending dated 10/27/16 so she can make now to have service restored?  Advised if she waits until 10/27/16 for pending payment to post then service would not be restored until the posting of that pending payment.  Resolution:  10/18/16 - [redacted] called and spoke with Ms. [redacted] about her account.  Advised $184.33 to restore service.  Advised postdated payments are not a payment arrangement and does not change the due date on the disconnect notice.  [redacted] also advised that when Ms. [redacted] logs in to online account to pay she receives a message stating past due balance must be paid by brown bill due date or service will be disconnected.  The due date on the payment page is also in read and notifies customer payment must be posted by the due date the service is in danger of disconnection.  Ms. [redacted] does not think that is fair since she made a postdated payment.  [redacted] asked if Ms. [redacted] wanted the postdated payment  removed since she will be paying on 10-21-16 and she said yes.  [redacted] is having pending payment removed. Thanks, [redacted]

Issue:    Ms. [redacted] is upset that she has not received the rebate check for a dishwasher that she purchased. Ms. [redacted] states she has filled out all required paperwork and wants LG&E to send her the $50.00 rebate she qualified for. Background:   Ms. [redacted] states that she submitted a rebate request for a dishwasher she purchased and has not received the $50.00 rebate that she applied for.   LG&E’s Energy Efficiency department contacted EFI, the company that processes rebates for LG&E, it was determined that there was confusion as to whether or not Mr. and Mrs. [redacted]’s dishwasher qualified for the rebate program. This is why their application was previously denied. LG&E’s Energy Efficiency department notified EFI, that the dishwasher did in fact qualify and supplied supporting documentation. EFI acknowledged their error and processed the rebate. A $50.00 rebate check was mailed today, 2/1/18. LG&E is addressing this error with our business partner.  Policy, Regulations and Tariff:   LG&E PSC Sheet Number ** Resolution:   [redacted] contacted Mr. [redacted] to discuss his findings after researching his complaint. [redacted] explained to Mr. [redacted] that it was discovered that our business partner that processes our rebates denied their application in error. [redacted] apologized for the error and the frustration that he and Mrs. [redacted] have experienced> [redacted] advised Mr. [redacted] that he has confirmed that the rebate check was mailed today, 2/1/18. [redacted] explained that LG&E is addressing this error with EFI. [redacted] advised Mr. [redacted] that this should not have happened and in an effort to compensate for their frustration, LG&E is also sending them a $50.00 VISA gift card. Mr. [redacted] was very pleased to hear the rebate check was on its way and thanked [redacted] for the gesture of sending the Visa gift card. Mr. [redacted] was satisfied with this outcome.  Update 2/15/18LG&E followed up with our vendor that was supposed to have mailed Mr. and Mrs. [redacted]s rebate check on 2/1/18 and was advised that the check was sent by overnight mail on 2/12/18. The check was delivered to Mr. and Mrs. [redacted] at 9:37 am on 2/13/18. Mr. [redacted] left a voice message on 2/14/18, confirming that he has received the rebate check.  Thanks,  [redacted] Customer Relations Specialist | Customer Commitment | LG&E and KU[redacted] [redacted]

Issue:   Such a wonderful company to want to shut off my electric when I have a baby and am pregnant. The back store. My Father passed away In April and when he did I called the electric company and let them know and asked for the bill to be changed to me name. They said they are not able to...

because I owed a balance. I paid some but not all. As I am not able to work, my father left me this house before he died. Fast forward to a month later I get a notice on my door saying I have 10 days to get the electric in my name or it will be shut off. Then they say my credit has to be run that I am not able to be considered a new customer. I am speechless and do not know what to say, you’re going to turn off my electric. If this does not get resolved I will be getting a lawyer. I had to get the house in my name and the mortgage company was very helpful. The internet company did not give me any issues. Even the car that my father got me that his name was on the title the dmv did not give me any issues. This is messed up. Electric is not a privilege it’s a necessity . This needs to be taken care of this action you are trying to take is in humane.  Background:   [redacted] is upset that her father's account will be closed due to him being deceased. [redacted] owes money on previous billing and cannot get the service in her name until she pays the past due balance.  5/4/17 - [redacted] called to have service put into her name at [redacted] advised that she has been living here while service was in Harry Moore's name and that [redacted] is now deceased. [redacted] was advised that the past due balance must be paid before service could be put into her name.  5/4/17 - CSR enters case to verify if [redacted] is deceased. 5/5/17 - Verified that [redacted] is deceased and bereavement letter is issued advising that service must be registered into another responsible individual or registered in [redacted]  5/24/17 - Order created to place hang tag at [redacted] advising the service will be disconnected if not taken out of the deceased party's name.  5/25/17 - Hang tag placed on door. 5/25/17 – [redacted] contacts LG&E to ask when she needs to have service in her name.  Policy, Regulations and Tariff:   LG&E PSC Sheet Number ** Resolution:   [redacted] spoke with [redacted] to advise his findings after researching her complaint. [redacted] explained to [redacted] that when she originally called to request the service be put in her name on 5/5/17 there was a past due balance of $238.68. [redacted] explained that it is required to pay all past due balances before new service can be established. [redacted] advised that after making the payment of $238.68 on 5/14/17 all the past due balance had been paid and service could have been put in her name. When [redacted] called on 5/25/17 she only inquired about the notice that was left on her door advising that the service would be turned off in ten days if not taken out of the name of the deceased party. She never mentioned wanting to put the service in her name. [redacted] apologized for the confusion and advised [redacted] that she can now request to put the service in her name. [redacted] advised [redacted] to contact LG&E Customer Service to get the service in her name. [redacted] explained the deposit process to [redacted]. [redacted] explained that there is a deposit required, however with her permission a soft credit check could be run to see if it was possible to waive the security deposit. [redacted] advised that this credit check does not impact her credit score and that even if the security deposit is required she does not have to pay it up front. It can be place on a monthly payment arrangement for up to six months if she prefers.  [redacted] understood and excepted [redacted]’s explanation and thanked him for researching the matter. [redacted] stated that she will contact LG&E Customer Service to have the service put in her name.   Thanks,  [redacted] Martin [redacted]

From: Customer Commitment Sent: Wednesday, August 17, 2016 1:40 PMSubject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted]Issue:  I both this house in June and my first month bill was around 60$ which I paid .... now after a month I received a bill of 173$ .... how some...

one can receive a bill of 173$ when no one lives over there. I have neighbors who knows I am not there and in one month I visit my house 3 times and that will be weekend. The neighbors can provide with the letter stating the same thing. How can I receive a 173$ bill for a house where no body lives this can go far if not solved I have proof of not being in that house except for those 3 to 4 times I visit and stayed for 4 to 5 hours ..... Background:   Mr. [redacted]'s usage at this address is not out of line with prior usage. Resolution:  LG&E reread Mr. [redacted]’s meter on 08/17/16.  This reading was lower than the original bill.  LG&E will be sending Mr. [redacted] a corrected bill with the correct reading.  [redacted] called Mr. [redacted] at [redacted] and explained this information.Thanks,[redacted]

From: [redacted] Sent: Tuesday, November 01, 2016 9:13 AM Subject: FW: You have a new message from Louisville KY Revdex.com complaint #[redacted] Issue:  I have been paying my lge for several years and usually you all just attach my balance to the next bill. Why this time did you decide to cut...

my electric off? It's not like I never pay the bill or I am constantly wing reconnected. I work every day to pay my bills with no assistance from any services even through it seems like my bill is getting higher and higher every month. I can't tell you the last time my bill was under $200.00 except for my bill for October. This is the way Background:  In the past 12 months Ms. [redacted] has had 7 late notices but has not called to make a payment arrangement.  Ms. [redacted] has always paid her past due balance on or before the cut-off date for the previous 7 late notices. 10/06/16 - Bill of $304.28 was due.  A payment of $150.41 was received 10/08/16 leaving a balance of $163.00 remaining.  A disconnect notice was mailed for the balance of $163.00 due 10/21/16.  No arrangement or payment was made on the account. 10/27/16 - The service was disconnected for non-payment of the $163.00  Ms. [redacted] was upset because she would need to call back once the payment was made to enter the reconnect order.   Ms.  [redacted] paid $163.00 and the services were restored.  A $28 reconnect fee and additional $30 deposit were billed at the time of the reconnection. Resolution:  [redacted] has called several times and left messages for Ms. [redacted] to return my call to discuss her billing issues.  Ms. [redacted] has never returned any of the calls.  [redacted] has mailed a letter to Ms. [redacted] asking her to call if she wishes to discuss her issues.