Issue: I did NOT receive my bill that was due on or about July 7, 2014, therefore I did NOT pay the July billI was billed $for late chargesI called LG& E as soon as I received the bill due August 8,I asked to give the late fee removed since I did not receive the billI was denied that request and told I may have received the bill and may just be telling them that I didn't receive itI then went to the Post Office to discuss tracing the lost billThey told me they ate unable to trace bulk mail such as LG&E billsI think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $chargeThis complaint is NOT about the $that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive [redacted] Customer had a bill for $due on 7/10/ No payment was received and a late payment fee of $was accessed to the account This past due balance was added to her current bill that is due on 8/8/ Per the customer, she did not receive this bill She spoke to a supervisor who would not agree to waive the late payment fee After review of her account, due to her length of service with LG&E and good payment history, [redacted] agreed to remove the late payment fee from her account Resolution: [redacted] contacted Mrs [redacted] to discuss her complaint concerning the late payment fee I advised her I would remove the late payment fee and also would send the information to a Manager in the customer service department over how she was treated on the call Mrs [redacted] was offended by the CSR assuming that she was lying about not getting her bill Mrs [redacted] was satisfied with the outcome Thanks, [redacted] Customer Commitment
Issue: Customer states he was charged a late payment charge, when he paid his bill on time Customer is requesting a refund of the late fee 6/18/– Current Bill Mailed ($140.17) 7/14/– Current Bill Due: $ 7/16/– Disconnect Notice Mailed ($144.53) 7/16/- $Payment Received 7/28/– Disconnect Due: $ 7/18/– Current Bill Mailed ($189.49) 8/12/– Current Bill Due: $– Includes: $Current Charge + $LPC + $5.00CR DSM Credit Resolution: 7/28/- [redacted] called Mr [redacted] and left a message to contact her 7/28/- [redacted] sent Mr [redacted] an e-mail explaining the current bill was due on 7/14/and payment was received on 7/16/ (See Attached) UPDATE: Mr [redacted] has been an exceptional customer for many years, therefore, an exception was made to waived the $late fee, as a one-time courtesy
[redacted] [redacted] [redacted] The details of this matter are as follows: Complaint Involves: Delivery Issues Customer’s Statement of the Problem: LG&E had to turn off my gas while I wasn't home to repair a riserThey left a note saying that they needed someone to be at the house over years of age when they came back to turn the gas back onThey left a pamphlet stating when to make the phone callBecause I have to work during the day a friend came to my house and called LG&E at a.mand was told they would be there sometime between now and p.mbut they couldn't say why when and couldn't give a phone call minutes before getting there like most companies doThis is absolutely unacceptable!!!! It is now 3:p.mon the same day and my friend just now got a call saying they were on their wayBefore we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do businessThe only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!! Complaint Product/Service: Model: Account Number: Order Number: Name of Salesperson: Purchase Price: $ Disputed Amount: $ Desired Outcome: I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policyThey need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on themThey wouldn't even give a hint of when they might arrive!!!!! Desired Settlement: Billing Adjustment LG&E/ [redacted] , replaced the gas riser at [redacted] in [redacted] KY [redacted] , a contractor for LG&E left a door hanger with their contact information to use Monday through Friday AM -PM, for the customer to call when they were going to be home so they could have access to the home, to test the house lines and light the gas appliances The door hanger also provided a number for LG&E if they were calling after PM or on the weekends as LG&E provides hours service 9/25/[redacted] 8:AM- LG&E was notified by [redacted] a friend of [redacted] that he was calling to get the gas appliances turned back onHe gave a phone number to be called minutes prior to LG&E arrivingA service order was created when LG&E employees work as soon as possible 9/25/[redacted] 1:PM - [redacted] called again to try to verify a time LG&E would arrive because he had to leave for work soon Mr [redacted] was informed that if LG&E arrived and no one over the age of was not home, they would have to call again when someone would be home 9/25/[redacted] 3:PM - [redacted] called for time frame to restore gas service While Looking up information, Ms [redacted] either hung up or the call was dropped Resolution: Several messages have been left for [redacted] to contact LG&E to discuss this complaint A letter has been sent to [redacted] to explain and offer an apology for any miscommunication While the door hanger informed Ms [redacted] to contact our contractor weekday’s between AM -9PM and LG&E after 9PM on weekdays and weekends, our representatives did not offer this information again, nor did they confirm that if no one could be home until later we are available 24/to call to restore the gas service As a result of researching this issue we have identified training opportunities that could have eliminated confusion on this issue Thanks, [redacted]
I have reviewed the response made by the business in reference to complaint ID [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]
[redacted] was informed that the previous balance on the bill reflects what was requested by LG&E and due last month The previous month the (2nd) deposit installment plan was still in tact and LG&E requested $due by 7-14- When payment of $was not received, LG&E issued a disconnect notice on 7/16/to warn of the pending disconnection after 7/28/for $ LG&E did receive payment of $on 7/17/from her banking institution which is reflected on her current bill but the remaining past due balance was not paid or acknowledge by Ms [redacted] by the disconnection due date LG&E does not like to disconnect anyone and feel we provided an additional courtesy by setting up the deposit installment a second timeLG&E 's position remains the same
LG&E received a request from [redacted] A [redacted] to obtain service at [redacted] in Louisville, KY 40203-to begin on 10/24/LG&E verified the social security number through Accurint and provided service The account ended on 3/27/when a new tenant applied for service Throughout the five months of service many mail returns were received on this account noted as undeliverable by the post office When Mr [redacted] applied for new service in 8/6/2012, LG&E had already turned this over to the collection agency and the LG&E representative did not catch the debt at that time to discuss with him Regulation, Policy, Tariff: PSC Sheet No Resolution: [redacted] contact [redacted] and explained that we cannot deny service to anyone if they provide documentation to support who they are, which in this case was the social security numberMr [redacted] indicated that he thought he knew who did this and that individual had access to his social security numberWe have added a passcode to his account to protect this from happening again As required in all fraud issues, Mr [redacted] reported this to the police and completed a fraud packet for LG&E As a result, LG&E recalled the debt of $under his name and will not hold him responsible going forwardA letter has been sent to Mr [redacted] , explaining this action In reviewing this complaint, we acknowledge that LG&E should have informed Mr [redacted] of this debt when he applied for his current service in August of As a result of this investigation we will use this issue as a training opportunity [redacted] was satisfied with the result of our conversation
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 I do not accept it because I distinctly remember calling to make a payment arrangement Regards, [redacted] ***
*** *** *** ** *** *** *** ** ***
Issue: According to my notes, on the 16th of July, ***, I called LG&E and made a payment arrangement to pay my past due in full on 8/13/**Today, the 12th of August, my power was turned offI called LG&E, eventually speaking
to ***, a supervisor, after multiple calls asking for a supervisor, and they informed me that there was no record of me calling on that date on the phone log or in the computer notes, and that they would not waive the $feeAlthough they claim they are not accusing me of lying, I believe they areI never disregarded a payment arrangement and I don't appreciate being treated in this mannerI believe they do this to a lot of people: make a verbal arrangement, renege, turn off the power, make the person scramble to pay the bill, then take their time turning the power on, meanwhile assessing a $feePeople are trying to conserve; LG&E is trying to make up the shortfall by defrauding the customer*** called me, accused me of not calling LG&E, and refused to refund the $feeIn addition, the check by phone went through that night, days before payday, putting me into overdraft, which will be so difficult to catch up before weeks or so, as I don't make that much moneyIt has caused me to bounce other checks and accrue fees
Background: *** *** has lived at *** *** *** *** ** *** **., since 11/6/***
In the past year Ms*** has made different payment arrangements for her past due balance
The last installment plan and call LG&E has on record was on 5/29/20** for $due on 6/9/20**
Between 5/29/20** and 8/12/20** when the service was disconnected for nonpayment, the only activity on the account was when *** *** used My Account to make payments toward her account
Resolution: *** *** contacted the *** *** *** *** about this issue on 8/13/** and we contacted her back and explained that we show no contact from her before the disconnect to make any payment arrangements. We explained that due to the disconnect of service, we would not be able to waive the $reconnect fee
The $reconnect fee will remain on the accountLG&E also is not responsible for any overdraft fees that Ms*** incurredThis amount is due on her bill that has a due date of 8/28/**
Thanks,
*** ***
Background:
7/13/2007- Service at *** *** *** *** was in the name of *** *** Act Number *** *** *** was listed as a Web user for this accountPayments for this account number normally came directly from the customer’s bank when the ***'s authorized the
bank to pay LG&E This method could take 3-business days to show up on the LG&E account LG&E does not have any control over bank processesA few times the payment was issued by the customer through the LG&E web site which post immediately to the account
3/17/- *** *** requested service to begin in her name at*** *** *** ***NEW Account number *** was issued A security deposit of $was billed over installments.
5/15/2014- Initial bill issued for $due on May 13, which included first installment of the deposit of $ The billing information informed the customer to remain on the installment plan the payment had to be made by the due date If not, the full installment will become due and could be subject to disconnection.
5/13/PM- Deposit Installment plan deactivated due to nonpayment Full deposit became due as well as the late payment charge of $Total due $338.76.
5/15/2014- Disconnect notice was issued for $which included the full deposit $230.00, initial bill $and late payment charge of $
5/19/2014- 2nd bill issued for current charges of $plus previous balance Total due $on 6/12/2014.
5/20/2014- Bank issued payment of $was received on the old account number *** for *** *** *** *** under the name *** *** *** *** did not change the account number with her bank before requesting they send the payment for her current bill This payment set up a credit under the name of *** *** that would have refunded to him after days.
5/23/2014- Automated Outbound call was issued to warn Ms*** about pending disconnection.
5/29/2014- Service Technician was on site to disconnect serviceThe technician left the service on temporarily so Ms*** could contact LG&EMs*** called to have LG&E look for the payment she made for $on *** ***'s account which we found LG&E reset the deposit of $back up in four installments to begin with the bill due in July as a courtesy even though the payment was received after the due date of 5/13/
5/30/2014- Payment of $from 5/20/was on account number *** under the name of *** *** and transferred to *** ***'s account *** *** was informed she needed to change the LG&E account number with her bank before requesting new payments for her account made through the bank
6/18/2014- New bill issued for $due on 7/14/which included the new deposit installment of $ Billing information again stated to remain on the installment plan the payment needed to be paid by the payment date or the entire balance would be due and subject to disconnection.
7/15/2014- 2nd deposit installment plan defaulted due to nonpayment
7/16/2014- Disconnect Notice issued for $was due on 7/28/
7/24/2014- Automated Outbound Credit Call was issued to ward of past due balance.
7/29/2014- Service was disconnected for nonpayment for the remaining $that was past due Ms*** called and was advised the amount to reconnect She was also advised at that time that her current bill was for $due on 8/12/and the of the $reconnect fee that would be on her next bill Ms*** disputed the reconnect fee at that time saying it was LG&E's error Ms*** talked with a supervisor over the phone who informed her that the reconnect fee would not be removed since this was not an error.
Resolution: *** *** was contacted on 7/31/to discuss her complaint concerning the $reconnect feeMs*** was informed that LG&E reset the deposit installment back up for her as a courtesy after she defaulted on the initial payment due on 5/13/ The bills clearly state that to remain on the installment plan the payment has to be received by the due date of the bill or the installment plan will default and become eligible for disconnectionHad payment been made prior to the disconnect due date of 7/28/the reconnect fee could have been avoidedMs*** was informed since LG&E did not make an error in disconnecting her account we would not reverse the reconnect fee Ms*** said she would not pay the reconnect fee and started cursing and talked over the LG&E representative Ms*** was informed that the reconnect fee will be on the bill due in August and the account could be eligible for disconnection if not paid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I see they failed in the timeline to mention
7/18/the payment of $was received
7/19/- They sent me a bill STATING BALANCE AS OF 7/18/IS $With the installment payment of $and the current charges for service due on 8/12/Obviously they don't under stand the definition of the words BALANCE and ZEROShe failed to address that after they disconnect notice and after the payment was received they sent me out a bill stating the balance on the account was zeroHAD THEY HAD PUT THE BALANCE AS $AS IT SHOULD HAVE BEEN INSTEAD OF LISTING A BALANE OF ZERO WITH THE CURRENT CHARGES PLUS THE DEPOSIT DUE ON 8/THEY WOULD HAVE GOT PAIDMy bill the prior month was late, and I had no problem paying them the rest of the depositThe lady on the phone was a condescending bh who refused to acknowldge the bill lists a zero balance as of 7/18/2014...stating that is not what that meansI don't care what you think it means ladyWhat is on the bill in my hand states as of 7/18/there was a zero balance on my account and the charges listed were due on 8/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** ***
Never anywhere in my complaint have I said ANYTHING about my bill not being lateIt wasI know thatOR have I complained about being taken of an installment planSo why your going back to may for something that has ABSOLUTELY NOTHING TO DO WITH WHAT THE COMPLAINT IS ABOUT is really quite the mysteryOH trying to show what a great company you are and show that I can't pay my bills??? That first payment was late because it went to the wrong accountSo what is your point? Again, Nothing to do with the complaintMaybe I should write it in crayon and send it as an attachment
AGAIN YOU FAILED TO ATTACH THE MOST RECENT BILL THAT IS THE POINT OF THIS WHOLE THINGYOUR AVOIDING THE ENTIRE TOPIC BY GOING OFF THAT IS COMPLETELY IRRELEVENTSO HERE, I'LL ATTACH A COPY FOR YOU
[redacted] [redacted]
The details of this matter are as follows:
Complaint Involves:
Delivery Issues
Customer’s Statement of the Problem:
LG&E had to turn off my gas while I wasn't home to repair a riser. They left a note saying that they needed someone to be at the house over 18 years of age when they came back to turn the gas back on. They left a pamphlet stating when to make the phone call. Because I have to work during the day a friend came to my house and called LG&E at 8 a.m. and was told they would be there sometime between now and 9 p.m. but they couldn't say why when and couldn't give a phone call 30 minutes before getting there like most companies do. This is absolutely unacceptable!!!! It is now 3:33 p.m. on the same day and my friend just now got a call saying they were on their way. Before we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do business. The only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!!
Complaint Background:
Product/Service:
Model:
Account Number:
Order Number:
Name of Salesperson:
Purchase Price: $0.00
Disputed Amount: $0.00
Desired Outcome:
I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policy. They need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on them. They wouldn't even give a hint of when they might arrive!!!!!
Desired Settlement:
Billing Adjustment
Background:
LG&E/[redacted], replaced the gas riser at [redacted] in [redacted] KY.
[redacted], a contractor for LG&E left a door hanger with their contact information to use Monday through Friday 8 AM -9 PM, for the customer to call when they were going to be home so they could have access to the home, to test the house lines and light the gas appliances. The door hanger also provided a number for LG&E if they were calling after 9 PM or on the weekends as LG&E provides 24 hours service.
9/25/20** 8:05 AM- LG&E was notified by [redacted] a friend of [redacted] that he was calling to get the gas appliances turned back on. He gave a phone number to be called 30 minutes prior to LG&E arriving. A service order was created when LG&E employees work as soon as possible.
9/25/20** 1:40 PM -[redacted] called again to try to verify a time LG&E would arrive because he had to leave for work soon. Mr. [redacted] was informed that if LG&E arrived and no one over the age of 18 was not home, they would have to call again when someone would be home.
9/25/20** 3:26 PM - [redacted] called for time frame to restore gas service.. While Looking up information, Ms. [redacted] either hung up or the call was dropped.
Resolution:
Several messages have been left for [redacted] to contact LG&E to discuss this complaint. A letter has been sent to [redacted] to explain and offer an apology for any miscommunication. While the door hanger informed Ms. [redacted] to contact our contractor weekday’s between 8 AM -9PM and LG&E after 9PM on weekdays and weekends, our representatives did not offer this information again, nor did they confirm that if no one could be home until later we are available 24/7 to call to restore the gas service. As a result of researching this issue we have identified training opportunities that could have eliminated confusion on this issue.
[redacted] was informed that the previous balance on the bill reflects what was requested by LG&E and due last month. The previous month the (2nd) deposit installment plan was still in tact and LG&E requested $189.81 due by 7-14-2014. When payment of $189.81 was not received, LG&E issued a disconnect notice on 7/16/2014 to warn of the pending disconnection after 7/28/2014 for $366.28. LG&E did receive payment of $189.81 on 7/17/2014 from her banking institution which is reflected on her current bill but the remaining past due balance was not paid or acknowledge by Ms. [redacted] by the disconnection due date. LG&E does not like to disconnect anyone and feel we provided an additional courtesy by setting up the deposit installment a second time. LG&E 's position remains the same.
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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.
I do not accept it because I distinctly remember calling to make a payment arrangement.
Regards,
[redacted]
Issue: I did NOT receive my bill that was due on or about July 7, 2014, therefore I did NOT pay the July bill. I was billed $3.50 for late charges. I called LG& E as soon as I received the bill due August 8,2014. I asked to give the late fee removed since I did not receive the bill. I was...
denied that request and told I may have received the bill and may just be telling them that I didn't receive it. I then went to the Post Office to discuss tracing the lost bill. They told me they ate unable to trace bulk mail such as LG&E bills. I think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $3.50 charge. This complaint is NOT about the $3.50 that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive. [redacted]
Background: Customer had a bill for $116.32 due on 7/10/14. No payment was received and a late payment fee of $3.50 was accessed to the account. This past due balance was added to her current bill that is due on 8/8/14.
Per the customer, she did not receive this bill. She spoke to a supervisor who would not agree to waive the late payment fee. After review of her account, due to her length of service with LG&E and good payment history, [redacted] agreed to remove the late payment fee from her account.
Resolution: [redacted] contacted Mrs. [redacted] to discuss her complaint concerning the late payment fee. I advised her I would remove the late payment fee and also would send the information to a Manager in the customer service department over how she was treated on the call. Mrs. [redacted] was offended by the CSR assuming that she was lying about not getting her bill. Mrs. [redacted] was satisfied with the outcome.
Background: LG&E received a request from [redacted] A [redacted] to obtain service at [redacted] in Louisville, KY 40203-2400 to begin on 10/24/2011. LG&E verified the social security number through Accurint and provided service. The account ended on 3/27/2012 when a new...
tenant applied for service. Throughout the five months of service many mail returns were received on this account noted as undeliverable by the post office. When Mr. [redacted] applied for new service in 8/6/2012, LG&E had already turned this over to the collection agency and the LG&E representative did not catch the debt at that time to discuss with him.
Regulation, Policy, Tariff: PSC Sheet No. 95
Resolution: [redacted] contact [redacted] and explained that we cannot deny service to anyone if they provide documentation to support who they are, which in this case was the social security number. Mr. [redacted] indicated that he thought he knew who did this and that individual had access to his social security number. We have added a passcode to his account to protect this from happening again. As required in all fraud issues, Mr. [redacted] reported this to the police and completed a fraud packet for LG&E. As a result, LG&E recalled the debt of $386.22 under his name and will not hold him responsible going forward. A letter has been sent to Mr. [redacted], explaining this action. In reviewing this complaint, we acknowledge that LG&E should have informed Mr. [redacted] of this debt when he applied for his current service in August of 2012. As a result of this investigation we will use this issue as a training opportunity. [redacted] was satisfied with the result of our conversation.
Issue: Customer states he was charged a late payment charge, when he paid his bill on time. Customer is requesting a refund of the late fee.
Background:
6/18/14 – Current Bill Mailed ($140.17)
7/14/14 – Current Bill Due: $140.17
7/16/14 – Disconnect Notice...
Mailed ($144.53)
7/16/14 - $140.17 Payment Received
7/28/14 – Disconnect Due: $144.53
7/18/14 – Current Bill Mailed ($189.49)
8/12/14 – Current Bill Due: $189.49 – Includes: $190.13 Current Charge + $4.36 LPC + $5.00CR DSM Credit
Resolution: 7/28/14 - [redacted] called Mr. [redacted] and left a message to contact her.
7/28/14 - [redacted] sent Mr. [redacted] an e-mail explaining the current bill was due on 7/14/14 and payment was received on 7/16/14. (See Attached)
UPDATE: Mr. [redacted] has been an exceptional customer for many years, therefore, an exception was made to waived the $4.36 late fee, as a one-time courtesy.
The statement below was on the initial bill and on the bill due on 7/14/2014 after the 2nd installment plan was provided. We also provided a disconnect notice due on 7/28/2014. No further notice was required prior to disconnection. LG&E's position remains the same and the $28.00 reconnect fee will remain on the account.
"Installment Plan:
the deposit will be due immediately and your service may be subject to disconnection."
receive each payment by the payment due date. If a payment is not received by the payment due date, the entire balance of
Your deposit is being billed in installments. For your deposit to remain on an installment plan, we must
Issue: I did NOT receive my bill that was due on or about July 7, 2014, therefore I did NOT pay the July billI was billed $for late chargesI called LG& E as soon as I received the bill due August 8,I asked to give the late fee removed since I did not receive the billI was denied that request and told I may have received the bill and may just be telling them that I didn't receive itI then went to the Post Office to discuss tracing the lost billThey told me they ate unable to trace bulk mail such as LG&E billsI think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $chargeThis complaint is NOT about the $that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive [redacted] Customer had a bill for $due on 7/10/ No payment was received and a late payment fee of $was accessed to the account This past due balance was added to her current bill that is due on 8/8/ Per the customer, she did not receive this bill She spoke to a supervisor who would not agree to waive the late payment fee After review of her account, due to her length of service with LG&E and good payment history, [redacted] agreed to remove the late payment fee from her account Resolution: [redacted] contacted Mrs [redacted] to discuss her complaint concerning the late payment fee I advised her I would remove the late payment fee and also would send the information to a Manager in the customer service department over how she was treated on the call Mrs [redacted] was offended by the CSR assuming that she was lying about not getting her bill Mrs [redacted] was satisfied with the outcome Thanks, [redacted] Customer Commitment
Issue: Customer states he was charged a late payment charge, when he paid his bill on time Customer is requesting a refund of the late fee 6/18/– Current Bill Mailed ($140.17) 7/14/– Current Bill Due: $ 7/16/– Disconnect Notice Mailed ($144.53) 7/16/- $Payment Received 7/28/– Disconnect Due: $ 7/18/– Current Bill Mailed ($189.49) 8/12/– Current Bill Due: $– Includes: $Current Charge + $LPC + $5.00CR DSM Credit Resolution: 7/28/- [redacted] called Mr [redacted] and left a message to contact her 7/28/- [redacted] sent Mr [redacted] an e-mail explaining the current bill was due on 7/14/and payment was received on 7/16/ (See Attached) UPDATE: Mr [redacted] has been an exceptional customer for many years, therefore, an exception was made to waived the $late fee, as a one-time courtesy
[redacted] [redacted] [redacted] The details of this matter are as follows: Complaint Involves: Delivery Issues Customer’s Statement of the Problem: LG&E had to turn off my gas while I wasn't home to repair a riserThey left a note saying that they needed someone to be at the house over years of age when they came back to turn the gas back onThey left a pamphlet stating when to make the phone callBecause I have to work during the day a friend came to my house and called LG&E at a.mand was told they would be there sometime between now and p.mbut they couldn't say why when and couldn't give a phone call minutes before getting there like most companies doThis is absolutely unacceptable!!!! It is now 3:p.mon the same day and my friend just now got a call saying they were on their wayBefore we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do businessThe only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!! Complaint Product/Service: Model: Account Number: Order Number: Name of Salesperson: Purchase Price: $ Disputed Amount: $ Desired Outcome: I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policyThey need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on themThey wouldn't even give a hint of when they might arrive!!!!! Desired Settlement: Billing Adjustment LG&E/ [redacted] , replaced the gas riser at [redacted] in [redacted] KY [redacted] , a contractor for LG&E left a door hanger with their contact information to use Monday through Friday AM -PM, for the customer to call when they were going to be home so they could have access to the home, to test the house lines and light the gas appliances The door hanger also provided a number for LG&E if they were calling after PM or on the weekends as LG&E provides hours service 9/25/[redacted] 8:AM- LG&E was notified by [redacted] a friend of [redacted] that he was calling to get the gas appliances turned back onHe gave a phone number to be called minutes prior to LG&E arrivingA service order was created when LG&E employees work as soon as possible 9/25/[redacted] 1:PM - [redacted] called again to try to verify a time LG&E would arrive because he had to leave for work soon Mr [redacted] was informed that if LG&E arrived and no one over the age of was not home, they would have to call again when someone would be home 9/25/[redacted] 3:PM - [redacted] called for time frame to restore gas service While Looking up information, Ms [redacted] either hung up or the call was dropped Resolution: Several messages have been left for [redacted] to contact LG&E to discuss this complaint A letter has been sent to [redacted] to explain and offer an apology for any miscommunication While the door hanger informed Ms [redacted] to contact our contractor weekday’s between AM -9PM and LG&E after 9PM on weekdays and weekends, our representatives did not offer this information again, nor did they confirm that if no one could be home until later we are available 24/to call to restore the gas service As a result of researching this issue we have identified training opportunities that could have eliminated confusion on this issue Thanks, [redacted]
I have reviewed the response made by the business in reference to complaint ID [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]
[redacted] was informed that the previous balance on the bill reflects what was requested by LG&E and due last month The previous month the (2nd) deposit installment plan was still in tact and LG&E requested $due by 7-14- When payment of $was not received, LG&E issued a disconnect notice on 7/16/to warn of the pending disconnection after 7/28/for $ LG&E did receive payment of $on 7/17/from her banking institution which is reflected on her current bill but the remaining past due balance was not paid or acknowledge by Ms [redacted] by the disconnection due date LG&E does not like to disconnect anyone and feel we provided an additional courtesy by setting up the deposit installment a second timeLG&E 's position remains the same
LG&E received a request from [redacted] A [redacted] to obtain service at [redacted] in Louisville, KY 40203-to begin on 10/24/LG&E verified the social security number through Accurint and provided service The account ended on 3/27/when a new tenant applied for service Throughout the five months of service many mail returns were received on this account noted as undeliverable by the post office When Mr [redacted] applied for new service in 8/6/2012, LG&E had already turned this over to the collection agency and the LG&E representative did not catch the debt at that time to discuss with him Regulation, Policy, Tariff: PSC Sheet No Resolution: [redacted] contact [redacted] and explained that we cannot deny service to anyone if they provide documentation to support who they are, which in this case was the social security numberMr [redacted] indicated that he thought he knew who did this and that individual had access to his social security numberWe have added a passcode to his account to protect this from happening again As required in all fraud issues, Mr [redacted] reported this to the police and completed a fraud packet for LG&E As a result, LG&E recalled the debt of $under his name and will not hold him responsible going forwardA letter has been sent to Mr [redacted] , explaining this action In reviewing this complaint, we acknowledge that LG&E should have informed Mr [redacted] of this debt when he applied for his current service in August of As a result of this investigation we will use this issue as a training opportunity [redacted] was satisfied with the result of our conversation
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 I do not accept it because I distinctly remember calling to make a payment arrangement Regards, [redacted] ***
*** *** *** ** *** *** *** ** ***
Issue: According to my notes, on the 16th of July, ***, I called LG&E and made a payment arrangement to pay my past due in full on 8/13/**Today, the 12th of August, my power was turned offI called LG&E, eventually speaking
to ***, a supervisor, after multiple calls asking for a supervisor, and they informed me that there was no record of me calling on that date on the phone log or in the computer notes, and that they would not waive the $feeAlthough they claim they are not accusing me of lying, I believe they areI never disregarded a payment arrangement and I don't appreciate being treated in this mannerI believe they do this to a lot of people: make a verbal arrangement, renege, turn off the power, make the person scramble to pay the bill, then take their time turning the power on, meanwhile assessing a $feePeople are trying to conserve; LG&E is trying to make up the shortfall by defrauding the customer*** called me, accused me of not calling LG&E, and refused to refund the $feeIn addition, the check by phone went through that night, days before payday, putting me into overdraft, which will be so difficult to catch up before weeks or so, as I don't make that much moneyIt has caused me to bounce other checks and accrue fees
Background: *** *** has lived at *** *** *** *** ** *** **., since 11/6/***
In the past year Ms*** has made different payment arrangements for her past due balance
The last installment plan and call LG&E has on record was on 5/29/20** for $due on 6/9/20**
Between 5/29/20** and 8/12/20** when the service was disconnected for nonpayment, the only activity on the account was when *** *** used My Account to make payments toward her account
Resolution: *** *** contacted the *** *** *** *** about this issue on 8/13/** and we contacted her back and explained that we show no contact from her before the disconnect to make any payment arrangements. We explained that due to the disconnect of service, we would not be able to waive the $reconnect fee
The $reconnect fee will remain on the accountLG&E also is not responsible for any overdraft fees that Ms*** incurredThis amount is due on her bill that has a due date of 8/28/**
Thanks,
*** ***
Background:
7/13/2007- Service at *** *** *** *** was in the name of *** *** Act Number *** *** *** was listed as a Web user for this accountPayments for this account number normally came directly from the customer’s bank when the ***'s authorized the
bank to pay LG&E This method could take 3-business days to show up on the LG&E account LG&E does not have any control over bank processesA few times the payment was issued by the customer through the LG&E web site which post immediately to the account
3/17/- *** *** requested service to begin in her name at*** *** *** ***NEW Account number *** was issued A security deposit of $was billed over installments.
5/15/2014- Initial bill issued for $due on May 13, which included first installment of the deposit of $ The billing information informed the customer to remain on the installment plan the payment had to be made by the due date If not, the full installment will become due and could be subject to disconnection.
5/13/PM- Deposit Installment plan deactivated due to nonpayment Full deposit became due as well as the late payment charge of $Total due $338.76.
5/15/2014- Disconnect notice was issued for $which included the full deposit $230.00, initial bill $and late payment charge of $
5/19/2014- 2nd bill issued for current charges of $plus previous balance Total due $on 6/12/2014.
5/20/2014- Bank issued payment of $was received on the old account number *** for *** *** *** *** under the name *** *** *** *** did not change the account number with her bank before requesting they send the payment for her current bill This payment set up a credit under the name of *** *** that would have refunded to him after days.
5/23/2014- Automated Outbound call was issued to warn Ms*** about pending disconnection.
5/29/2014- Service Technician was on site to disconnect serviceThe technician left the service on temporarily so Ms*** could contact LG&EMs*** called to have LG&E look for the payment she made for $on *** ***'s account which we found LG&E reset the deposit of $back up in four installments to begin with the bill due in July as a courtesy even though the payment was received after the due date of 5/13/
5/30/2014- Payment of $from 5/20/was on account number *** under the name of *** *** and transferred to *** ***'s account *** *** was informed she needed to change the LG&E account number with her bank before requesting new payments for her account made through the bank
6/18/2014- New bill issued for $due on 7/14/which included the new deposit installment of $ Billing information again stated to remain on the installment plan the payment needed to be paid by the payment date or the entire balance would be due and subject to disconnection.
7/15/2014- 2nd deposit installment plan defaulted due to nonpayment
7/16/2014- Disconnect Notice issued for $was due on 7/28/
7/24/2014- Automated Outbound Credit Call was issued to ward of past due balance.
7/29/2014- Service was disconnected for nonpayment for the remaining $that was past due Ms*** called and was advised the amount to reconnect She was also advised at that time that her current bill was for $due on 8/12/and the of the $reconnect fee that would be on her next bill Ms*** disputed the reconnect fee at that time saying it was LG&E's error Ms*** talked with a supervisor over the phone who informed her that the reconnect fee would not be removed since this was not an error.
Resolution: *** *** was contacted on 7/31/to discuss her complaint concerning the $reconnect feeMs*** was informed that LG&E reset the deposit installment back up for her as a courtesy after she defaulted on the initial payment due on 5/13/ The bills clearly state that to remain on the installment plan the payment has to be received by the due date of the bill or the installment plan will default and become eligible for disconnectionHad payment been made prior to the disconnect due date of 7/28/the reconnect fee could have been avoidedMs*** was informed since LG&E did not make an error in disconnecting her account we would not reverse the reconnect fee Ms*** said she would not pay the reconnect fee and started cursing and talked over the LG&E representative Ms*** was informed that the reconnect fee will be on the bill due in August and the account could be eligible for disconnection if not paid
Revdex.com:
h who refused to acknowldge the bill lists a zero balance as of 7/18/2014...stating that is not what that meansI don't care what you think it means ladyWhat is on the bill in my hand states as of 7/18/there was a zero balance on my account and the charges listed were due on 8/
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I see they failed in the timeline to mention
7/18/the payment of $was received
7/19/- They sent me a bill STATING BALANCE AS OF 7/18/IS $With the installment payment of $and the current charges for service due on 8/12/Obviously they don't under stand the definition of the words BALANCE and ZEROShe failed to address that after they disconnect notice and after the payment was received they sent me out a bill stating the balance on the account was zeroHAD THEY HAD PUT THE BALANCE AS $AS IT SHOULD HAVE BEEN INSTEAD OF LISTING A BALANE OF ZERO WITH THE CURRENT CHARGES PLUS THE DEPOSIT DUE ON 8/THEY WOULD HAVE GOT PAIDMy bill the prior month was late, and I had no problem paying them the rest of the depositThe lady on the phone was a condescending b
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** ***
Never anywhere in my complaint have I said ANYTHING about my bill not being lateIt wasI know thatOR have I complained about being taken of an installment planSo why your going back to may for something that has ABSOLUTELY NOTHING TO DO WITH WHAT THE COMPLAINT IS ABOUT is really quite the mysteryOH trying to show what a great company you are and show that I can't pay my bills??? That first payment was late because it went to the wrong accountSo what is your point? Again, Nothing to do with the complaintMaybe I should write it in crayon and send it as an attachment
AGAIN YOU FAILED TO ATTACH THE MOST RECENT BILL THAT IS THE POINT OF THIS WHOLE THINGYOUR AVOIDING THE ENTIRE TOPIC BY GOING OFF THAT IS COMPLETELY IRRELEVENTSO HERE, I'LL ATTACH A COPY FOR YOU
[redacted] [redacted]
[redacted]...
[redacted] [redacted]
The details of this matter are as follows:
Complaint Involves:
Delivery Issues
Customer’s Statement of the Problem:
LG&E had to turn off my gas while I wasn't home to repair a riser. They left a note saying that they needed someone to be at the house over 18 years of age when they came back to turn the gas back on. They left a pamphlet stating when to make the phone call. Because I have to work during the day a friend came to my house and called LG&E at 8 a.m. and was told they would be there sometime between now and 9 p.m. but they couldn't say why when and couldn't give a phone call 30 minutes before getting there like most companies do. This is absolutely unacceptable!!!! It is now 3:33 p.m. on the same day and my friend just now got a call saying they were on their way. Before we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do business. The only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!!
Complaint Background:
Product/Service:
Model:
Account Number:
Order Number:
Name of Salesperson:
Purchase Price: $0.00
Disputed Amount: $0.00
Desired Outcome:
I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policy. They need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on them. They wouldn't even give a hint of when they might arrive!!!!!
Desired Settlement:
Billing Adjustment
Background:
LG&E/[redacted], replaced the gas riser at [redacted] in [redacted] KY.
[redacted], a contractor for LG&E left a door hanger with their contact information to use Monday through Friday 8 AM -9 PM, for the customer to call when they were going to be home so they could have access to the home, to test the house lines and light the gas appliances. The door hanger also provided a number for LG&E if they were calling after 9 PM or on the weekends as LG&E provides 24 hours service.
9/25/20** 8:05 AM- LG&E was notified by [redacted] a friend of [redacted] that he was calling to get the gas appliances turned back on. He gave a phone number to be called 30 minutes prior to LG&E arriving. A service order was created when LG&E employees work as soon as possible.
9/25/20** 1:40 PM -[redacted] called again to try to verify a time LG&E would arrive because he had to leave for work soon. Mr. [redacted] was informed that if LG&E arrived and no one over the age of 18 was not home, they would have to call again when someone would be home.
9/25/20** 3:26 PM - [redacted] called for time frame to restore gas service.. While Looking up information, Ms. [redacted] either hung up or the call was dropped.
Resolution:
Several messages have been left for [redacted] to contact LG&E to discuss this complaint. A letter has been sent to [redacted] to explain and offer an apology for any miscommunication. While the door hanger informed Ms. [redacted] to contact our contractor weekday’s between 8 AM -9PM and LG&E after 9PM on weekdays and weekends, our representatives did not offer this information again, nor did they confirm that if no one could be home until later we are available 24/7 to call to restore the gas service. As a result of researching this issue we have identified training opportunities that could have eliminated confusion on this issue.
Thanks,
[redacted]
[redacted] was informed that the previous balance on the bill reflects what was requested by LG&E and due last month. The previous month the (2nd) deposit installment plan was still in tact and LG&E requested $189.81 due by 7-14-2014. When payment of $189.81 was not received, LG&E issued a disconnect notice on 7/16/2014 to warn of the pending disconnection after 7/28/2014 for $366.28. LG&E did receive payment of $189.81 on 7/17/2014 from her banking institution which is reflected on her current bill but the remaining past due balance was not paid or acknowledge by Ms. [redacted] by the disconnection due date. LG&E does not like to disconnect anyone and feel we provided an additional courtesy by setting up the deposit installment a second time. LG&E 's position remains the same.
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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.
I do not accept it because I distinctly remember calling to make a payment arrangement.
Regards,
[redacted]
Issue: I did NOT receive my bill that was due on or about July 7, 2014, therefore I did NOT pay the July bill. I was billed $3.50 for late charges. I called LG& E as soon as I received the bill due August 8,2014. I asked to give the late fee removed since I did not receive the bill. I was...
denied that request and told I may have received the bill and may just be telling them that I didn't receive it. I then went to the Post Office to discuss tracing the lost bill. They told me they ate unable to trace bulk mail such as LG&E bills. I think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $3.50 charge. This complaint is NOT about the $3.50 that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive. [redacted]
Background: Customer had a bill for $116.32 due on 7/10/14. No payment was received and a late payment fee of $3.50 was accessed to the account. This past due balance was added to her current bill that is due on 8/8/14.
Per the customer, she did not receive this bill. She spoke to a supervisor who would not agree to waive the late payment fee. After review of her account, due to her length of service with LG&E and good payment history, [redacted] agreed to remove the late payment fee from her account.
Resolution: [redacted] contacted Mrs. [redacted] to discuss her complaint concerning the late payment fee. I advised her I would remove the late payment fee and also would send the information to a Manager in the customer service department over how she was treated on the call. Mrs. [redacted] was offended by the CSR assuming that she was lying about not getting her bill. Mrs. [redacted] was satisfied with the outcome.
Thanks,
[redacted]
Customer Commitment
Background: LG&E received a request from [redacted] A [redacted] to obtain service at [redacted] in Louisville, KY 40203-2400 to begin on 10/24/2011. LG&E verified the social security number through Accurint and provided service. The account ended on 3/27/2012 when a new...
tenant applied for service. Throughout the five months of service many mail returns were received on this account noted as undeliverable by the post office. When Mr. [redacted] applied for new service in 8/6/2012, LG&E had already turned this over to the collection agency and the LG&E representative did not catch the debt at that time to discuss with him.
Regulation, Policy, Tariff: PSC Sheet No. 95
Resolution: [redacted] contact [redacted] and explained that we cannot deny service to anyone if they provide documentation to support who they are, which in this case was the social security number. Mr. [redacted] indicated that he thought he knew who did this and that individual had access to his social security number. We have added a passcode to his account to protect this from happening again. As required in all fraud issues, Mr. [redacted] reported this to the police and completed a fraud packet for LG&E. As a result, LG&E recalled the debt of $386.22 under his name and will not hold him responsible going forward. A letter has been sent to Mr. [redacted], explaining this action. In reviewing this complaint, we acknowledge that LG&E should have informed Mr. [redacted] of this debt when he applied for his current service in August of 2012. As a result of this investigation we will use this issue as a training opportunity. [redacted] was satisfied with the result of our conversation.
Issue: Customer states he was charged a late payment charge, when he paid his bill on time. Customer is requesting a refund of the late fee.
Background:
6/18/14 – Current Bill Mailed ($140.17)
7/14/14 – Current Bill Due: $140.17
7/16/14 – Disconnect Notice...
Mailed ($144.53)
7/16/14 - $140.17 Payment Received
7/28/14 – Disconnect Due: $144.53
7/18/14 – Current Bill Mailed ($189.49)
8/12/14 – Current Bill Due: $189.49 – Includes: $190.13 Current Charge + $4.36 LPC + $5.00CR DSM Credit
Resolution: 7/28/14 - [redacted] called Mr. [redacted] and left a message to contact her.
7/28/14 - [redacted] sent Mr. [redacted] an e-mail explaining the current bill was due on 7/14/14 and payment was received on 7/16/14. (See Attached)
UPDATE: Mr. [redacted] has been an exceptional customer for many years, therefore, an exception was made to waived the $4.36 late fee, as a one-time courtesy.
The statement below was on the initial bill and on the bill due on 7/14/2014 after the 2nd installment plan was provided. We also provided a disconnect notice due on 7/28/2014. No further notice was required prior to disconnection. LG&E's position remains the same and the $28.00 reconnect fee will remain on the account.
"Installment Plan:
the deposit will be due immediately and your service may be subject to disconnection."
receive each payment by the payment due date. If a payment is not received by the payment due date, the entire balance of
Your deposit is being billed in installments. For your deposit to remain on an installment plan, we must