Thank
you for your correspondence. Gainesville
Regional Utilities (GRU) has reviewed complaint number 10754499 and submitted a
response on 8/12/2015.
RESPONSE TO COMPLAINT:
On
7/21/2015 at 11:33AM customer, [redacted]...
(GRU Account Number
2000-4939-5401) called our
automatic payment arrangement phone line and agreed to pay $210.46 on 8/2/2015.
8/4/2015 at approximately 10:00AM Mr. [redacted]’s electric
utility service was disconnected due to nonpayment because he did not fulfill
his agreement by paying $210.46 on 8/2/2015.
8/4/2015 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 $180.00 and he could pay the rest on
8/6/2015. 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 $180.00 now and we would
hold the remaining $30.46 until 8/6/15.
That once he paid the $180.00 he needed to call us back for the
reconnection and to secure the additional time on the $30.46. The GRU Representative then recapped the
detail that he needed to make the $180.00 payment and call us back and then
transferred him to Speedpay.
8/5/2015 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 $180.00 and
he would be reconnected but did not get reconnected; and that he has paid the
$180.00.
We
confirmed that GRU received payment from Mr. [redacted] on 8/4/2015 at approximately
11:04AM.
The GRU
Representative reviewed the summary notes on Mr. [redacted]’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 $180.00. 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 8/4/2015
® GRU would rush the
reconnection today (8/5/2015)
® GRU would issue a
Service Guaranty Credit in the amount of $20.00
8/6/2015 at approximately 11:06AM Mr. [redacted] called the GRU
call center to inquire if his account had been credited the $20.00 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
$180.00 was paid in order to have his electric service reconnected and secure
the additional time to pay the $30.46.
Mr.
[redacted] protested to this representative that he tried to call us four times after
he paid the $180.00.
Please
remember that during call 8/5/2015 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 $180.00 and he would be reconnected.
Shortly
after the 8/4/2015 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 8/4/2015 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 8/4/2015 at
10:55AM went above and beyond by
agreeing to accept $180 payment to have his service restored since he had
broken the original agreement to pay GRU $210.46 by 8/2/15. 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
.
3/4
$96.41 NO
PAYMENT
.
4/5
$202.45 4/10 $202.44
.
5/3
$68.69 5/19 $100.00
.
6/2 $86.10 6/3 $95.00
My
findings conclude that Mr. [redacted] is not entitled to a $20 Service Guaranty
credit because GRU made an error in not reconnecting his service.
However,
I am issuing a $20.00 Service Guaranty credit due to the fact that during the
call on 8/5/2015 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
$180.00 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]
Sr. Customer Service Representative
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 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 Equifax. It 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 $468.94 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
Dear
Mr. [redacted]:
Thank
you for your correspondence. Gainesville
Regional Utilities (GRU) has reviewed complaint number 10754499 and submitted a
response on 8/12/2015.
RESPONSE TO COMPLAINT:
On
7/21/2015 at 11:33AM customer, [redacted]...
(GRU Account Number
2000-4939-5401) called our
automatic payment arrangement phone line and agreed to pay $210.46 on 8/2/2015.
8/4/2015 at approximately 10:00AM Mr. [redacted]’s electric
utility service was disconnected due to nonpayment because he did not fulfill
his agreement by paying $210.46 on 8/2/2015.
8/4/2015 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 $180.00 and he could pay the rest on
8/6/2015. 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 $180.00 now and we would
hold the remaining $30.46 until 8/6/15.
That once he paid the $180.00 he needed to call us back for the
reconnection and to secure the additional time on the $30.46. The GRU Representative then recapped the
detail that he needed to make the $180.00 payment and call us back and then
transferred him to Speedpay.
8/5/2015 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 $180.00 and
he would be reconnected but did not get reconnected; and that he has paid the
$180.00.
We
confirmed that GRU received payment from Mr. [redacted] on 8/4/2015 at approximately
11:04AM.
The GRU
Representative reviewed the summary notes on Mr. [redacted]’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 $180.00. 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 8/4/2015
® GRU would rush the
reconnection today (8/5/2015)
® GRU would issue a
Service Guaranty Credit in the amount of $20.00
8/6/2015 at approximately 11:06AM Mr. [redacted] called the GRU
call center to inquire if his account had been credited the $20.00 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
$180.00 was paid in order to have his electric service reconnected and secure
the additional time to pay the $30.46.
Mr.
[redacted] protested to this representative that he tried to call us four times after
he paid the $180.00.
Please
remember that during call 8/5/2015 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 $180.00 and he would be reconnected.
Shortly
after the 8/4/2015 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 8/4/2015 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 8/4/2015 at
10:55AM went above and beyond by
agreeing to accept $180 payment to have his service restored since he had
broken the original agreement to pay GRU $210.46 by 8/2/15. 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
.
3/4
$96.41 NO
PAYMENT
.
4/5
$202.45 4/10 $202.44
.
5/3
$68.69 5/19 $100.00
.
6/2 $86.10 6/3 $95.00
My
findings conclude that Mr. [redacted] is not entitled to a $20 Service Guaranty
credit because GRU made an error in not reconnecting his service.
However,
I am issuing a $20.00 Service Guaranty credit due to the fact that during the
call on 8/5/2015 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
$180.00 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]
Sr. Customer Service Representative
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 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 Equifax. It 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 $468.94 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