Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me? MrH*** was able to recall the account from MSB and removed any applicable late charges.Sincerely, *** ***
Complaint: ***I am rejecting this response because: Is TPU really this disorganized?? How could they have sent the dispute form to the wrong address on file when they sent us a bill to the only address we are living at?? On top of that, the account was closed with a paid in full bill on OCt by I assume the person who bought our old house? Does no one communicate over there?? This is a perfect example of a lousy company with piss poor management and employees.? Sincerely,*** ***
Thank you for allowing me this opportunity to respond to the customer’s concern.First, I apologize for the long delays Mr*** received in relation to this service charge.? To remain in compliance with varies consumer protection requirements our staff has limited visibility into the
financial data customers enter into the online bill payment system.? However, we were able to confirm that an invalid routing number was entered on 8/17/when Mr*** scheduled his 8/20/payment.? ? ? As this error lead to the payment being rejected we assessed a returned item fee of $to recover the costs associated with returned items.? ? ? This is a common practice at utilities and many other companies to ensure that costs incurred as a result of the customer’s account not being available for payment are passed on to the customer.Second, it appears that we were not clear in our explanation.? Again, I apologize.? To be clear, we did attempt to collect this payment with the banking information supplied by Mr*** and that payment request was declined.? ? ? Finally, the notes indicate that we did offer to waive this fee for Mr*** due to the delay in being able to explain the exact reason it was assessed.? A delay in explanation is not typically considered a valid reason for waiving this fee, however, it was offered and would have therefore been honored.? The only condition for waiver was for the customer to still make the payment.? We accept payments directly over the phone without fee, so Mr*** had the opportunity to make this payment during any one of the referenced phone calls.? As of this response, the payment has not been receivedIf there are any additional questions or concerns please let me know.Sincerely, John H***Customer Services Operations Manager
Thank you for your helpTPU has informed me they will start my account and I have already paid the past due starting from the sale date 12/10/Confirm ***
Please close this
Best***
Thank you Mr*** for providing this paperwork.? I will contact MSB today in regards to this dispute.? I will follow up options after that contact
Thank you again,*** H***Operations ManagerTacoma Public Utilites Customer Services
Good afternoon,
Per your request for clarification:
? 1) On October 7th the power account for *** *** ST S was paid in full.? It was paid through the escrow process? 2) TPU does not consider the charges erroneous and therefore they were quoted and paid as part of the escrow process.? Ms*** (the account holder) voluntarily? signed an owner guarantee on 7/8/2015? in which she? agreed to be accountable for all charges of her tenant.? In exchange, we waived the tenant's deposit (a deposit would have paid off the charges in question.)? I understand that it can be frustrating to pay for meter equipment due to a? third party, but the meter was tampered with and therefore required servicing.? Again, these charges would have been paid by the tenant's deposit, but there was no deposit as Ms*** voluntarily agreed to pay all charges of her tenant.?
These charges have now been paid through the escrow process by the new home owner.? Any requests to dispute these charges would go through the new owner as they would be the one refunded in the event of an error of assessment.? ?
Thank you,John H***Operations ManagerTPU Customer Services
Complaint: ***
I am rejecting this response because: it shouldn't matter if I don't live there anymoreI had records sent to me that proved my electric bill was 2x higher than the lower u it for the three years I lived thereI want an investigation started
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I don’t have a problem with your policyI have a problem with charging someone extra to turn on something We could do ourselvesI have a problem with supervisors lack of customer serviceI have a problem with how I keep hearing the same repeated explanation over and over again with no reasoning or understanding of where I’m coming fromThere is no helping or taking things to a further state of policies changingTPU has an ongoing issue of the same policy and “rules” I am dealing withI have read so many other reviews of this policy being an issue and I think that should be obvious as to how it should be changedI have no problem paying my bill and have fullyThat was never an issueIt was the fact that the letter you speak of that says the dates and informs me that if we miss one our utilities will be shut off, even if on a payment planAnd the fact that is is unreasonable how much the minimum payment plan is$payments is the minimum? My rent is 1,plus your $something bill and you set me up on an unreasonable payment plan and then don’t inform me that if I’m busy out making money to pay that bill and miss it that day that I don’t get a letter or phone call saying “hey reminder, you are on a payment plan.” Many other reasons other than the $reservicing fee that could be discussedAnd I know my payment options, and the automated system doesn’t work so well when trying to pay my bill is not my fault
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:? I was a cosigner for the house originally I told you guys this and sent proof of that also had my landlord do it
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me? MrH*** was able to recall the account from MSB and removed any applicable late charges.Sincerely, *** ***
Complaint: ***I am rejecting this response because: Is TPU really this disorganized?? How could they have sent the dispute form to the wrong address on file when they sent us a bill to the only address we are living at?? On top of that, the account was closed with a paid in full bill on OCt by I assume the person who bought our old house? Does no one communicate over there?? This is a perfect example of a lousy company with piss poor management and employees.? Sincerely,*** ***
Thank you for allowing me this opportunity to respond to the customer’s concern.First, I apologize for the long delays Mr*** received in relation to this service charge.? To remain in compliance with varies consumer protection requirements our staff has limited visibility into the
financial data customers enter into the online bill payment system.? However, we were able to confirm that an invalid routing number was entered on 8/17/when Mr*** scheduled his 8/20/payment.? ? ? As this error lead to the payment being rejected we assessed a returned item fee of $to recover the costs associated with returned items.? ? ? This is a common practice at utilities and many other companies to ensure that costs incurred as a result of the customer’s account not being available for payment are passed on to the customer.Second, it appears that we were not clear in our explanation.? Again, I apologize.? To be clear, we did attempt to collect this payment with the banking information supplied by Mr*** and that payment request was declined.? ? ? Finally, the notes indicate that we did offer to waive this fee for Mr*** due to the delay in being able to explain the exact reason it was assessed.? A delay in explanation is not typically considered a valid reason for waiving this fee, however, it was offered and would have therefore been honored.? The only condition for waiver was for the customer to still make the payment.? We accept payments directly over the phone without fee, so Mr*** had the opportunity to make this payment during any one of the referenced phone calls.? As of this response, the payment has not been receivedIf there are any additional questions or concerns please let me know.Sincerely, John H***Customer Services Operations Manager
Thank you for your helpTPU has informed me they will start my account and I have already paid the past due starting from the sale date 12/10/Confirm ***
Please close this
Best***
Thank you Mr*** for providing this paperwork.? I will contact MSB today in regards to this dispute.? I will follow up options after that contact
Thank you again,*** H***Operations ManagerTacoma Public Utilites Customer Services
Good afternoon,
Per your request for clarification:
? 1) On October 7th the power account for *** *** ST S was paid in full.? It was paid through the escrow process? 2) TPU does not consider the charges erroneous and therefore they were quoted and paid as part of the escrow process.? Ms*** (the account holder) voluntarily? signed an owner guarantee on 7/8/2015? in which she? agreed to be accountable for all charges of her tenant.? In exchange, we waived the tenant's deposit (a deposit would have paid off the charges in question.)? I understand that it can be frustrating to pay for meter equipment due to a? third party, but the meter was tampered with and therefore required servicing.? Again, these charges would have been paid by the tenant's deposit, but there was no deposit as Ms*** voluntarily agreed to pay all charges of her tenant.?
These charges have now been paid through the escrow process by the new home owner.? Any requests to dispute these charges would go through the new owner as they would be the one refunded in the event of an error of assessment.? ?
Thank you,John H***Operations ManagerTPU Customer Services
Complaint: ***
I am rejecting this response because: it shouldn't matter if I don't live there anymoreI had records sent to me that proved my electric bill was 2x higher than the lower u it for the three years I lived thereI want an investigation started
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I don’t have a problem with your policyI have a problem with charging someone extra to turn on something We could do ourselvesI have a problem with supervisors lack of customer serviceI have a problem with how I keep hearing the same repeated explanation over and over again with no reasoning or understanding of where I’m coming fromThere is no helping or taking things to a further state of policies changingTPU has an ongoing issue of the same policy and “rules” I am dealing withI have read so many other reviews of this policy being an issue and I think that should be obvious as to how it should be changedI have no problem paying my bill and have fullyThat was never an issueIt was the fact that the letter you speak of that says the dates and informs me that if we miss one our utilities will be shut off, even if on a payment planAnd the fact that is is unreasonable how much the minimum payment plan is$payments is the minimum? My rent is 1,plus your $something bill and you set me up on an unreasonable payment plan and then don’t inform me that if I’m busy out making money to pay that bill and miss it that day that I don’t get a letter or phone call saying “hey reminder, you are on a payment plan.” Many other reasons other than the $reservicing fee that could be discussedAnd I know my payment options, and the automated system doesn’t work so well when trying to pay my bill is not my fault
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:? I was a cosigner for the house originally I told you guys this and sent proof of that also had my landlord do it
Sincerely,
*** ***