Dear Mr [redacted] ***: Thank you for your correspondence Gainesville Regional Utilities (GRU) has reviewed complaint number and submitted a response on 8/12/ RESPONSE TO COMPLAINT: On 7/21/at 11:33AM customer, [redacted] *** (GRU Account Number 2000-4939-5401) called our automatic payment arrangement phone line and agreed to pay $on 8/2/ 8/4/at approximately 10:00AM Mr***’s electric utility service was disconnected due to nonpayment because he did not fulfill his agreement by paying $on 8/2/ 8/4/at 10:55AM Mr [redacted] called our customer service call center He advised the GRU Representative that his service was disconnected and he had been trying to get it paid but there was something wrong with his account so he would like to pay it now The GRU Representative advised that his electric service was disconnected for not being paid in the amount of $210.46; that as soon as he pays that amount, his electric service would be reconnected Mr [redacted] asked if it has to be a complete payment because he did not have the whole amount – he only has $and he could pay the rest on 8/6/He said that because he has been having difficulty getting into his GRU account he would have paid a while ago and now since he had to wait he doesn’t have enough money The GRU Representative told Mr [redacted] that he needed to pay the $now and we would hold the remaining $until 8/6/ That once he paid the $he needed to call us back for the reconnection and to secure the additional time on the $ The GRU Representative then recapped the detail that he needed to make the $payment and call us back and then transferred him to Speedpay 8/5/at approximately 1:10PM Mr [redacted] called our call center He advised this GRU Representative that he called yesterday (8/4/2015); was told to pay $and he would be reconnected but did not get reconnected; and that he has paid the $ We confirmed that GRU received payment from Mr [redacted] on 8/4/at approximately 11:04AM The GRU Representative reviewed the summary notes on Mr***’s account, but did not review the actual telephone calls The GRU Representative presupposed from the notes that Mr [redacted] should have been reconnected; and then asked Mr [redacted] if he was advised to call GRU back after he paid $Mr [redacted] replied that he was not advised to do so This GRU Representative incorrectly advised Mr [redacted] that ® He should have been reconnected on 8/4/ ® GRU would rush the reconnection today (8/5/2015) ® GRU would issue a Service Guaranty Credit in the amount of $ 8/6/at approximately 11:06AM Mr [redacted] called the GRU call center to inquire if his account had been credited the $The GRU Representative advised that the request for said credit had been denied as the calls were reviewed and Mr [redacted] was clearly advised to call GRU back once the $was paid in order to have his electric service reconnected and secure the additional time to pay the $ Mr [redacted] protested to this representative that he tried to call us four times after he paid the $ Please remember that during call 8/5/at approximately 1:10PM Mr [redacted] was asked if he was advised to call GRU back and he stated that he was not told to call back; that he was told to pay $and he would be reconnected Shortly after the 8/4/at 10:55AM the request to rush the order and provide credit were presented to me I reviewed the account and the related telephone calls My findings are as such: ® Please note that the customer could have contacted us by phone as he did on 8/4/for assistance in making the payment or could have gone to our online website www.gru.com where a variety of payment options are suggested and explained ® The GRU Representative from call 8/4/at 10:55AM went above and beyond by agreeing to accept $payment to have his service restored since he had broken the original agreement to pay GRU $by 8/2/ Further Mr [redacted] has a history of agreeing to payment arrangements with GRU and failing to pay as promised Ø For example in 2015: CUST MAKES PAs and does not keep them or pays late PA DUE DT & AMT PAID DT & AMT PD 3/ $ NO PAYMENT 4/ $ 4/ $ 5/ $ 5/ $ 6/$ 6/ $ My findings conclude that Mr [redacted] is not entitled to a $Service Guaranty credit because GRU made an error in not reconnecting his service However, I am issuing a $Service Guaranty credit due to the fact that during the call on 8/5/at approximately 1:10PM Mr [redacted] should have been correctly advised that the reason his electric service was not reconnected was because he did not call back after he paid the $as advised and required In reference to Mr [redacted] describing his interaction with GRU Representative, Erica being rude, I reviewed all calls While representatives all have different tones of voice and style, I find all of our representatives to be professional We take a concern such as this very seriously as we have rigorous standards the representatives must meet We regret that Mr [redacted] feels that he has been treated rudely and that would certainly be unacceptable Please know that Mr [redacted] remained professional himself in all of his calls to GRU Regards, [redacted] SrCustomer Service Representative Gainesville Regional Utilities
Dear Revdex.com:Thank you for your correspondence We have reached out to the customer via the email address listed in the complaint and provided all of the details regarding the establishment of any accounts in their name The requests were made by telephone in which the party provided name, date of birth, driver’s license and social security number We verified the provided information with EquifaxIt appears the misspelling of the customer’s name was just a typo on our end and based of the identification information provided, we found the accounts to not be fraudulent However, we previously placed the customer’s unpaid balance of $in “write off” and it was later sent to collections in error We have apologized to the customer for the referral to collections in error and have advised in our correspondence we will be recalling the information from the collection agency Lastly, we advised the customer if they feel any of the information we provided to be inaccurate or that someone may have stolen their identity and pretended to be them to open the mentioned accounts, to please file a police report Also, we advised if they had any questions or needed more information to please contact us by telephone or email.Thank you, [redacted] Customer ServiceGainesville Regional Utilities Thank you,Amber DiTomasoCustomer Service Gainesville Regional Utilities
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would also like to extend my gratitude for your help in this matter Regards, [redacted] ***
Dear Mr [redacted] ***: Thank you for your correspondence Gainesville Regional Utilities (GRU) has reviewed complaint number and submitted a response on 8/12/ RESPONSE TO COMPLAINT: On 7/21/at 11:33AM customer, [redacted] *** (GRU Account Number 2000-4939-5401) called our automatic payment arrangement phone line and agreed to pay $on 8/2/ 8/4/at approximately 10:00AM Mr***’s electric utility service was disconnected due to nonpayment because he did not fulfill his agreement by paying $on 8/2/ 8/4/at 10:55AM Mr [redacted] called our customer service call center He advised the GRU Representative that his service was disconnected and he had been trying to get it paid but there was something wrong with his account so he would like to pay it now The GRU Representative advised that his electric service was disconnected for not being paid in the amount of $210.46; that as soon as he pays that amount, his electric service would be reconnected Mr [redacted] asked if it has to be a complete payment because he did not have the whole amount – he only has $and he could pay the rest on 8/6/He said that because he has been having difficulty getting into his GRU account he would have paid a while ago and now since he had to wait he doesn’t have enough money The GRU Representative told Mr [redacted] that he needed to pay the $now and we would hold the remaining $until 8/6/ That once he paid the $he needed to call us back for the reconnection and to secure the additional time on the $ The GRU Representative then recapped the detail that he needed to make the $payment and call us back and then transferred him to Speedpay 8/5/at approximately 1:10PM Mr [redacted] called our call center He advised this GRU Representative that he called yesterday (8/4/2015); was told to pay $and he would be reconnected but did not get reconnected; and that he has paid the $ We confirmed that GRU received payment from Mr [redacted] on 8/4/at approximately 11:04AM The GRU Representative reviewed the summary notes on Mr***’s account, but did not review the actual telephone calls The GRU Representative presupposed from the notes that Mr [redacted] should have been reconnected; and then asked Mr [redacted] if he was advised to call GRU back after he paid $Mr [redacted] replied that he was not advised to do so This GRU Representative incorrectly advised Mr [redacted] that ® He should have been reconnected on 8/4/ ® GRU would rush the reconnection today (8/5/2015) ® GRU would issue a Service Guaranty Credit in the amount of $ 8/6/at approximately 11:06AM Mr [redacted] called the GRU call center to inquire if his account had been credited the $The GRU Representative advised that the request for said credit had been denied as the calls were reviewed and Mr [redacted] was clearly advised to call GRU back once the $was paid in order to have his electric service reconnected and secure the additional time to pay the $ Mr [redacted] protested to this representative that he tried to call us four times after he paid the $ Please remember that during call 8/5/at approximately 1:10PM Mr [redacted] was asked if he was advised to call GRU back and he stated that he was not told to call back; that he was told to pay $and he would be reconnected Shortly after the 8/4/at 10:55AM the request to rush the order and provide credit were presented to me I reviewed the account and the related telephone calls My findings are as such: ® Please note that the customer could have contacted us by phone as he did on 8/4/for assistance in making the payment or could have gone to our online website www.gru.com where a variety of payment options are suggested and explained ® The GRU Representative from call 8/4/at 10:55AM went above and beyond by agreeing to accept $payment to have his service restored since he had broken the original agreement to pay GRU $by 8/2/ Further Mr [redacted] has a history of agreeing to payment arrangements with GRU and failing to pay as promised Ø For example in 2015: CUST MAKES PAs and does not keep them or pays late PA DUE DT & AMT PAID DT & AMT PD 3/ $ NO PAYMENT 4/ $ 4/ $ 5/ $ 5/ $ 6/$ 6/ $ My findings conclude that Mr [redacted] is not entitled to a $Service Guaranty credit because GRU made an error in not reconnecting his service However, I am issuing a $Service Guaranty credit due to the fact that during the call on 8/5/at approximately 1:10PM Mr [redacted] should have been correctly advised that the reason his electric service was not reconnected was because he did not call back after he paid the $as advised and required In reference to Mr [redacted] describing his interaction with GRU Representative, Erica being rude, I reviewed all calls While representatives all have different tones of voice and style, I find all of our representatives to be professional We take a concern such as this very seriously as we have rigorous standards the representatives must meet We regret that Mr [redacted] feels that he has been treated rudely and that would certainly be unacceptable Please know that Mr [redacted] remained professional himself in all of his calls to GRU Regards, [redacted] SrCustomer Service Representative Gainesville Regional Utilities
Dear Revdex.com:Thank you for your correspondence We have reached out to the customer via the email address listed in the complaint and provided all of the details regarding the establishment of any accounts in their name The requests were made by telephone in which the party provided name, date of birth, driver’s license and social security number We verified the provided information with EquifaxIt appears the misspelling of the customer’s name was just a typo on our end and based of the identification information provided, we found the accounts to not be fraudulent However, we previously placed the customer’s unpaid balance of $in “write off” and it was later sent to collections in error We have apologized to the customer for the referral to collections in error and have advised in our correspondence we will be recalling the information from the collection agency Lastly, we advised the customer if they feel any of the information we provided to be inaccurate or that someone may have stolen their identity and pretended to be them to open the mentioned accounts, to please file a police report Also, we advised if they had any questions or needed more information to please contact us by telephone or email.Thank you, [redacted] Customer ServiceGainesville Regional Utilities Thank you,Amber DiTomasoCustomer Service Gainesville Regional Utilities
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would also like to extend my gratitude for your help in this matter Regards, [redacted] ***