IPL did receive her check on 9/28/ The work order should have been written approximately days later but an error occurred and it was not written until 11/1/ All construction jobs average 4-weeks for stadue to other jobs already in the queue; this would have been approximately mid-December.On 12/12/16, Rodney's supervisor spoke with Ms [redacted] that morning to discuss the project and explain IPL's standard construction timelines There was also a site meeting that had previously been scheduled for 12/13/and he invited Ms [redacted] to also attend it.12/13/- Rodney J [redacted] , IPL Engineer, [redacted] and Ms [redacted] met to discuss next project steps [redacted] needs to bore into the underground cable before IPL crews can complete the project However, trenching is weather dependent and it was too cold the week of 12/& also is early in the 12/week; hopefully later in the 12/week According to Rodney, Ms [redacted] was pleased with the answers she was given We think she felt reassured that her job was definitely in progress and was not being ignored.Please advise if other questions.Thank you.Debbie H [redacted] Customer Service [email protected]
Account [redacted] I've reviewed Mr [redacted] s’ concerns I'm very sorry to hear of all his medical challenges I hope he is able to find relief There is no scientific or medical evidence to indicate specifically that smart meters create general public health and/or safety concernsIndianapolis, Power & Light Company (IPL) has utilized Advanced Meter Reading (AMR) since the late 1990s Our communications network allows IPL to utilize AMR and Advanced Metering Infrastructure (AMI) Technology together on one networkAMR is a one-way, wireless, data transmission system The AMR meter collects usage information and transmits it via a radio frequency (RF) wireless network to a receiver, usually mounted on a nearby utility pole The receiver sends the information to a larger base station, which later sends it to IPL to use in billingAMI technology allows real-time two way communication between metering endpoints and IPL The AMI technology creates an RF mesh network, which provides self-healing redirection of data transmission in the event of network equipment failure Highly accurate data, improved billing, higher reliability and improved outage management are just a few customer benefits of AMISafety is our first priority We take the safety of our employees and our customers very seriously Mr [redacted] s had an AMR meter installed on his property until he chose to remove it and replace it with a meter than he purchased on his own We replaced the meter he purchased with an AMI meterIt is necessary for the electric meter installed to be an IPL owned meter for billing, reliability and safety reasons I've attached some additional documentation regarding the safety of smart meters Thank you,Tammy
Revdex.com Case [redacted] Account [redacted] Ms [redacted] service was disconnected on 08/10/at 10:AM due to nonpaymentThe payment was made on 08/10/at 10:and the reconnect order was issued IPL makes every effort to restore the service the same day by 9:PM as long as IPL has safe and clear access to the meter However, the service is not restored the same day IPL has up until 9:PMPM the next business day as long as IPL has safe and clear access.Ms [redacted] service was restored on 8/11/at 2:30, well within these guidelinesI understand that being without power is a frustrating experience and I apologize Ms [redacted] wait However, we do restore all services as quickly as possible.Please let me know if I can be of any further assistance Thank you,Jamie
Revdex.com: 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 Regards, [redacted]
Customer [redacted] had also filed a complaint with IURC and response was sent to them on 1/31/ Here is the information sent to the IURC on 1/31/along with several attachments of information: The home/residence is heated electrically - baseboard heat This is the 1st winter season of bills since IPL’s rates changed 3/31/ I’ve attached a copy of the 1/bill showing the average high & low temperatures for the current period & the previous period; the current period quite a bit lower A copy of the daily readings for the past days; most days showing well over kWh and a few exceeding kWh; I’ve noted the high & low actual temps next to some of the high & low usage days as there is a correlation A copy of the month kWh history for this customer; usage is in line with prior winter periods; in fact, 1/+ 12/kWh less than 1/+ 12/kWh but charges are more due to 3/31/rate change A copy of the actual high & low temperatures taken from the National Weather Service; many days were in low teens or single digits 1/4/– customer payment created $credit balance; however, when her account cycled on 1/12/17, her current cycle charges were $541.35, which were applied to her account balance 1/12/– Customer’s month settle up bill issued – it is attacheda She did have a small credit balance as of the 11/bill – I’ve attached the 10/16-12/bills 1/17/– Customer called to discuss the Budget and actual charges; she said she was contemplating going off the budget; the agent advised her to wait until the temperatures increase 1/26/8:51am – customer attempted to set up a long term payment arrangement through the IVR but was not allowed due to her account being on Budget 1/26/9:05am - customer spoke to agent and requested to be removed from Budget and her request was processed The agent then advised the customer that her being on Budget caused her to not be eligible for a long term payment arrangement but now she would be The agent should have gone ahead & processed her arrangement request; but rather advised her to try to arrange through the IVR I’ve forwarded the agent’s call with the customer to her supervisor for further training There have been no further calls from the customer; however, if the customer wishes to contact our Customer Service, I have noted her account to set her up on a long term arrangement up to months
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, I am [redacted] or [redacted] same person same birthdate and same ssnMy name was changed cause somebody was messing with my account years agoI go by either or, prefer [redacted] but [redacted] is my birth name account [redacted] My bank accounts have [redacted] on them so who's been paying the billsSame person either wayWhen I call I say [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed Ms***'s concern I"m sorry to hear of the frustration she has gone through She is correct that IPL has come out multiple times now as a result of the customer reporting the street light At times, we have found no issue We have changed the bulb and the fuse in an effort to correct any issues not found I drove by there times myself There is a light in the front of the house one behind the house There is also one on the other side of [redacted] and across [redacted] Street All lights have been on in the evenings when I've driven by Additionally, we set the two at [redacted] to stay on to make certain there are no issues This is a temporary test, and we will return to make them come on only in the evening/night hours I would suggest taking a picture or video if she still has trouble with the light staying on She could also call our Trouble dept at 317-261-when she sees the light out The Trouble Dept is open 24/ We've checked each of the lights and they are all in working order at this time Thank you, IPL Customer Services
I understand how frustrating this has been for you and important to have removed from your credit report After reviewing our records I understand the service was set up in your name as well as your husband's name Our credit department then added a marital debt from your husband that was incurred prior to your joint service that had been reported to collections This should have been reported on his credit along with the joint applicant that he was on service with previously and not on your report I requested that our credit department contact our collection agency to have this removed from our credit both with them and the reporting credit bureaus and this was completed on 4/8/ I apologize for any confusion and thank you for your patience while we cleared that matter up
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me I would like to know when I can expect my money back Regards, [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed Ms [redacted] ’s concern and her account A payment of $posted to her IPL account 10/30/ I also see that it was set up and began processing 10/27/ I’m very sorry to hear that she incurred fees from her bank as a result of her payment to IPL I know that fees of any type can be frustrating, especially charges for non-sufficient funds However, our website does indeed advise customers that funds may be removed one bank business day before the payment is due The payment processed as indicated on our siteI see that Ms [redacted] has been making her payments in this manner since September, Notes on her account in April, indicate that she had this issue then as well As a one-time courtesy, an IPL Supervisor mailed a check to cover her returned check fees and explained how the online payments are processedOur customers are given the options of making a payment immediately or scheduling it to post on either the due date or any other date they choose We do offer short term extensions for customers who might need a few extra days to make a payment Longer term extensions are also available to customers who are not on our budget planIn addition to offering payments via our website, we also have agreements with a number of stores such as Walmart and Kroger who can take our payments We also have 24-hour kiosks available at N Illinois Street for customers to make payments Our kiosks accept cash, check or debit/credit card payments We are not able to pay the customer for any insufficient fund charges as a result of the payment she scheduled on our website I'm attaching a screenshot of the verbiage that we have on our websiteIn reviewing her account, I see that Ms [redacted] received a bill 11/13/that has not yet been paid A second bill processed 12/13/ She is on the budget, and her amount due at this time is $ To stay on the budget and avoid a disconnect notice, Ms [redacted] would want to make her payment by her due date of 01/04/ Please let me know if you have any additional questions Thank you, IPL Customer Services
BB Complaint [redacted] [redacted] *** Account [redacted] On 05/22/we noticed that Mr [redacted] meter was readingalmost zero usageThis is very unlikely in an occupied property and a meterinvestigation was order to confirm thisOn 06/08/ our technician confirmed that the meter hadstopped and installed a working meter accordinglyPer IAC 4-1-14Billing we arepermitted to make billing adjustments for up to months prior when an erroris found I understand that it would be frustrating to think that youhad paid your bill in full, only to find there had been an error the nextmonth However, the corrected bill does accuratelyreflect Mr [redacted] usage Please keep in mind that unless there has been a largechange in temperature or occupancy of the home, a drastic drop or hike in usagecan indicate there is something wrong and you may wish contact us for furtherinformationPlease let me know if I can provide any additional information
Good afternoon Mr [redacted] ,We understand how important your power is to you and your family and apologize for the delayed response to your inquiry I reviewed your account and found that on 3/23/our system automatically generated a letter to send to the property address due to unknown usage at this location The previous party had ended service as of 3/14/and our system did not recognize anyone on service to bill, therefore generating the letter that service would be disconnected if there was not a party on service to bill The service was disconnected on 4/13/and I do show that you called at 7:15am on 4/to inquire and get service transferred into your name as of your move in date of 3/14/ Once service has been disconnected we do make every attempt to reconnect the same day, providing we have clear and safe access back to the meter, however we do have through the next business due to workload, weather, etc I show that service was reconnected at 4:20pm on 4/15/ I realize that it is very frustrating to be without power so we do attempt to restore services as quickly as we can If you have any further questions or should need assistance in the future, please do not hesitate to contact our Customer Service Department at or visit our website at www.iplpower.comPlease let us know if there is anything else we can do to assist you at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with response because I should not have to take time out of my busy work week trying to contact the office to schedule an appointment I prefer to be contacted by IPL and need a Saturday appointment for this unless they have someone available during the week that can come out at 6pm? Also I have to turn the temperature on a minimum of just for heat to kick on and sometimes that still won't turn it on Regards, [redacted]
Re: [redacted] 01/04/ [redacted] calls to say a $a payment was made and Mom , ***, is on oxygenHe paid [redacted] ’s account instead of ***’s01/24/Payment for $returned/no such checking account number 02/06/Payment for $returned/listed as unauthorized 02/09/Medical Alert Forms for [redacted] are requested again02/13/Service Interrupted for non-payment/returned checks02/21/IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from using only her account information and not reviewing service address02/21/ [redacted] calls for service He has an outstanding balance of around $from a previous locationHe is also told could start new service if he pays half his outstanding balance This is also without reviewing service address information02/21/Tampering found with the meter at this location After we disconnected the service for non-payment on 02/13/2017, it was turned back on by someone other than an authorized IPL employee02/21/IPL discovered [redacted] passed away 09/12/ Also discovered that [redacted] ***, [redacted] and [redacted] are linked02/23/ [redacted] calls again for serviceOther calls as well with Mr [redacted] demanding service and our requiring payment [redacted] has an outstanding balance [redacted] has an outstanding balance [redacted] may have an outstanding balance [redacted] implied that [redacted] was still alive when she has passed several months back Our credit department has determined the of them have other addresses in common and has determined that at least one party has been living there Multiple returned payments as well among different accounts involvedA representative did order the service on and in ***’s name March 3rd However, she should have insisted on cash, and service will be interrupted if payments come back and aren’t honored with cash I reached out to our metering/disconnect group regarding the family pet I was assured that we do not let dogs out of gates In many cases, we won’t enter a gated yard a dog seems aggressive Instead, service will be interrupted in a place other than the meter I hope their dog is found, but our technicians did not let it out
IPL strives to provide excellent Customer Service While the majority of our customers do see our notice and become aware of the payment process, we appreciate Mr [redacted] ’s feedback and will take his suggestion of a pbox into consideration when evaluating improvements to our website As mentioned, this process was explained to Mr [redacted] by a Supervisor just last year We offer a variety of payment options so that our customers can choose which payment option is most convenient for them I know some options were already mentioned We also offer the option of having the customer call in a check by phone payment If the customer doesn’t want a payment to begin processing the night before, he is welcome to call in the day that the payment is due to start the process We offer a two-day grace period for a payment to post before applying a late feeTo date, I do not see a recent returned check on the customer’s account My guess is that his bank honored the payment even though he didn’t have the money in his account We are not able to pay the insufficient fund fees he was charged His bank may waive the fees When customer payments are not honored by the customer’s bank, IPL is billed a fee just as any other company In addition to the bank fees we are billed, employees must then reverse payments from customer accounts and notify customers, increasing our cost We want to minimize the number of returned payments as much as possible Again, we appreciate his feedback and will certainly consider it as we update our web offeringsThank you, IPL Customer Services
We do realize this was a frustrating situation for you and your family and apologize for the inconvenience the agent's error caused You currently have a credit on your account in the amount of This credit balance includes for the reconnect charge, for the disconnect charge and the late fees that were assessed for July, Aug and September These will appear on your next billing statement Your online account has been fixed and should reflect as it did prior to the error If you have any questions regarding this situation or if you need assistance accessing your online account, please contact our Customer Service Department at
Tell us why here...Revdex.com Case 10959375S [redacted] Account [redacted] I can definitely understand [redacted] confusion when reading the bill However, the information on her bill is correct, a copy of this bill has been attached for your reviewThe message that read, “A payment of $is due immediately to avoid disconnection of you service All services attached to the account may be disconnected without further notice ” Only references [redacted] past due amount that made her eligible for immediate disconnection The due date listed in regards to her current charges, $ This date is important and should be included on the bill because [redacted] could have just paid the amount making her eligible for disconnect and not her current charges If she did that her current charges would have needed to be paid by 11/19/in order to avoid a late feeIt is also important to give the due date because if a customer is disconnected and they pay before their due date of the current bill they can just pay the disconnect amount to be reconnected, but must pay their total account balance if they pay after that due datePlease note that [redacted] had already received notification that she was subject to disconnection without further notice if she did not pay her previous month’s bill by 10/21/2015, this bill has been included for your review.However, with that being said [redacted] did receive a courtesy call telling her that if she would need to pay by 11/19/to avoid disconnectionThis was an error on our partI would not be able to refund the payment she made in excess of her disconnect amount as her current charges are now past their due date, but I would be able to waive [redacted] disconnect and reconnect charge totaling $that has been added to her next bill I apologize that [redacted] did not receive courteous service when she contacted our customer service team I will have these calls reviewed for coaching opportunities and make sure that any unprofessional responses are addressedPlease let me know if I can provide any additional informationThank you,Jamie__________________________________Jamie [redacted] Administrative AssistantDesk: [redacted] Cell: [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed the customer’s concern and found the following: IPL did place a deposit of $on the customer’s account 10/11/ This was done after the customer received his 3rd disconnect notice in a month period not connected to an extension The disconnect notices were on the following statements: 10/10/ 07/11/ 06/09/ He also received a disconnect notice with the 04/10/bill when the extension he had in place defaulted as we did not receive the amount due for the extension bill that printed 03/09/ We bill in arrears, which means by the time we send out a bill, the customer has already used a month’s worth of electricity If the customer doesn’t pay the bill in full, a disconnect notice may generate with the 2nd bill By this time, it is possible for the customer to have used full month’s worth of electricity with no payment We are authorized to bill a deposit after the 2nd disconnect notice in a row, which actually happened on Mr [redacted] s account in July, We can also bill a deposit if the customer receives disconnect notices in a month period Instead of billing a deposit in July, we mailed a deposit warning letter to give Mr [redacted] an opportunity to bring and keep his account current When the customer received another disconnect notice which fell within the guidelines of the disconnect notices in a month period, we billed the deposit Because we understand that billing a deposit when our customers already have an outstanding balance can create a financial hardship, we offer long term extensions for our customers Those extensions are normally or months in length In this case, a Manager in Customer Services made an exception, and granted the customer a 12-month extension to help bring his account current on 01/03/ This far exceeds our procedures The deposit that was billed was appropriate for the two services the customer has It was warranted based on payment history We have extended a tremendous courtesy to Mr [redacted] in allowing him a month extension on his deposit and past due charges Mr [redacted] ’s next bill will print 01/10/ It will be $98, plus whatever his usage charges are I would encourage Mr [redacted] to keep this arrangement each month if at all possible as this isn’t an offer we would be able to extend if the customer defaults on this arrangement Please let us know if there are additional questions I have attached the disconnect notice bills for reference IPL Customer Services
Revdex.com Case [redacted] [redacted] ***Account [redacted] Hello, I have reviewed Mr [redacted] ’s concern and his account A payment of $posted to his IPL account 06/08/ I also see that it was set up and began processing 06/07/ I’m very sorry to hear that he incurred fees from his bank as a result of his payment to IPLI know that fees of any type can be frustrating, especially charges for non-sufficient funds However, our website does indeed advise customers that funds may be removed one bank business day before the payment is due The payment processed as indicated on our site.I see that Mr [redacted] has been making his payments in this manner since August, Notes on his account in October, indicate that he had this issue then as well A supervisor explained to Mr [redacted] how online payments are processed.Our customers are given the options of making a payment immediately or scheduling it to post on either the due date or any other date they chooseWe do offer short term extensions for customers who might need a few extra days to make a payment Longer term extensions are also available to customers who are not on our budget plan.In addition to offering payments via our website, we also have agreements with a number of stores such as [redacted] and [redacted] who can take our payments We also have 24-hour kiosks available at N Illinois Street for customers to make payments Our kiosks accept cash, check or debit/credit card paymentsWe are not able to pay the customer for any insufficient fund charges as a result of the payment he scheduled on our website I have attached a screenshot of the verbiage that we have on our website.Please let me know if you have any additional questionsThank you, IPL Customer Services
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I provided the correct documents that IPL and [redacted] askedI have emailed as well as hand deliveredEven when I hand delivered the letter received via email, the person at the counter called someone at the location had them come out looked at the document, and stated that was the last document neededIt contained the rounting and account numberI don't understand and find it ligit or fair that IPL is refusing payment due to one simple error that was out of my countrol that was immediately fixed when notified, denied my payments all togetherEven though I verified and sent verification that my account is valid never was and never has been frozen, with letters from [redacted] bank and [redacted] but yet still isn't good enoughNo income and hard to get transportation to location and they are refusing the only card I have to make payment withI do not have the extra funds to pay additional feesI have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were deniedAlso never was addressed by the individual who disconnected to see if payment was even made or tempted to be made I have contacted IRUC and legal aid on this matter because I feel I am being treated unfairly when I have done EVERYTHING askedOne failed payment and my account is blocked? No second chances? Especially not my fault Regards, [redacted]
IPL did receive her check on 9/28/ The work order should have been written approximately days later but an error occurred and it was not written until 11/1/ All construction jobs average 4-weeks for stadue to other jobs already in the queue; this would have been approximately mid-December.On 12/12/16, Rodney's supervisor spoke with Ms [redacted] that morning to discuss the project and explain IPL's standard construction timelines There was also a site meeting that had previously been scheduled for 12/13/and he invited Ms [redacted] to also attend it.12/13/- Rodney J [redacted] , IPL Engineer, [redacted] and Ms [redacted] met to discuss next project steps [redacted] needs to bore into the underground cable before IPL crews can complete the project However, trenching is weather dependent and it was too cold the week of 12/& also is early in the 12/week; hopefully later in the 12/week According to Rodney, Ms [redacted] was pleased with the answers she was given We think she felt reassured that her job was definitely in progress and was not being ignored.Please advise if other questions.Thank you.Debbie H [redacted] Customer Service [email protected]
Account [redacted] I've reviewed Mr [redacted] s’ concerns I'm very sorry to hear of all his medical challenges I hope he is able to find relief There is no scientific or medical evidence to indicate specifically that smart meters create general public health and/or safety concernsIndianapolis, Power & Light Company (IPL) has utilized Advanced Meter Reading (AMR) since the late 1990s Our communications network allows IPL to utilize AMR and Advanced Metering Infrastructure (AMI) Technology together on one networkAMR is a one-way, wireless, data transmission system The AMR meter collects usage information and transmits it via a radio frequency (RF) wireless network to a receiver, usually mounted on a nearby utility pole The receiver sends the information to a larger base station, which later sends it to IPL to use in billingAMI technology allows real-time two way communication between metering endpoints and IPL The AMI technology creates an RF mesh network, which provides self-healing redirection of data transmission in the event of network equipment failure Highly accurate data, improved billing, higher reliability and improved outage management are just a few customer benefits of AMISafety is our first priority We take the safety of our employees and our customers very seriously Mr [redacted] s had an AMR meter installed on his property until he chose to remove it and replace it with a meter than he purchased on his own We replaced the meter he purchased with an AMI meterIt is necessary for the electric meter installed to be an IPL owned meter for billing, reliability and safety reasons I've attached some additional documentation regarding the safety of smart meters Thank you,Tammy
Revdex.com Case [redacted] Account [redacted] Ms [redacted] service was disconnected on 08/10/at 10:AM due to nonpaymentThe payment was made on 08/10/at 10:and the reconnect order was issued IPL makes every effort to restore the service the same day by 9:PM as long as IPL has safe and clear access to the meter However, the service is not restored the same day IPL has up until 9:PMPM the next business day as long as IPL has safe and clear access.Ms [redacted] service was restored on 8/11/at 2:30, well within these guidelinesI understand that being without power is a frustrating experience and I apologize Ms [redacted] wait However, we do restore all services as quickly as possible.Please let me know if I can be of any further assistance Thank you,Jamie
Revdex.com: 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 Regards, [redacted]
Customer [redacted] had also filed a complaint with IURC and response was sent to them on 1/31/ Here is the information sent to the IURC on 1/31/along with several attachments of information: The home/residence is heated electrically - baseboard heat This is the 1st winter season of bills since IPL’s rates changed 3/31/ I’ve attached a copy of the 1/bill showing the average high & low temperatures for the current period & the previous period; the current period quite a bit lower A copy of the daily readings for the past days; most days showing well over kWh and a few exceeding kWh; I’ve noted the high & low actual temps next to some of the high & low usage days as there is a correlation A copy of the month kWh history for this customer; usage is in line with prior winter periods; in fact, 1/+ 12/kWh less than 1/+ 12/kWh but charges are more due to 3/31/rate change A copy of the actual high & low temperatures taken from the National Weather Service; many days were in low teens or single digits 1/4/– customer payment created $credit balance; however, when her account cycled on 1/12/17, her current cycle charges were $541.35, which were applied to her account balance 1/12/– Customer’s month settle up bill issued – it is attacheda She did have a small credit balance as of the 11/bill – I’ve attached the 10/16-12/bills 1/17/– Customer called to discuss the Budget and actual charges; she said she was contemplating going off the budget; the agent advised her to wait until the temperatures increase 1/26/8:51am – customer attempted to set up a long term payment arrangement through the IVR but was not allowed due to her account being on Budget 1/26/9:05am - customer spoke to agent and requested to be removed from Budget and her request was processed The agent then advised the customer that her being on Budget caused her to not be eligible for a long term payment arrangement but now she would be The agent should have gone ahead & processed her arrangement request; but rather advised her to try to arrange through the IVR I’ve forwarded the agent’s call with the customer to her supervisor for further training There have been no further calls from the customer; however, if the customer wishes to contact our Customer Service, I have noted her account to set her up on a long term arrangement up to months
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, I am [redacted] or [redacted] same person same birthdate and same ssnMy name was changed cause somebody was messing with my account years agoI go by either or, prefer [redacted] but [redacted] is my birth name account [redacted] My bank accounts have [redacted] on them so who's been paying the billsSame person either wayWhen I call I say [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed Ms***'s concern I"m sorry to hear of the frustration she has gone through She is correct that IPL has come out multiple times now as a result of the customer reporting the street light At times, we have found no issue We have changed the bulb and the fuse in an effort to correct any issues not found I drove by there times myself There is a light in the front of the house one behind the house There is also one on the other side of [redacted] and across [redacted] Street All lights have been on in the evenings when I've driven by Additionally, we set the two at [redacted] to stay on to make certain there are no issues This is a temporary test, and we will return to make them come on only in the evening/night hours I would suggest taking a picture or video if she still has trouble with the light staying on She could also call our Trouble dept at 317-261-when she sees the light out The Trouble Dept is open 24/ We've checked each of the lights and they are all in working order at this time Thank you, IPL Customer Services
I understand how frustrating this has been for you and important to have removed from your credit report After reviewing our records I understand the service was set up in your name as well as your husband's name Our credit department then added a marital debt from your husband that was incurred prior to your joint service that had been reported to collections This should have been reported on his credit along with the joint applicant that he was on service with previously and not on your report I requested that our credit department contact our collection agency to have this removed from our credit both with them and the reporting credit bureaus and this was completed on 4/8/ I apologize for any confusion and thank you for your patience while we cleared that matter up
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me I would like to know when I can expect my money back Regards, [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed Ms [redacted] ’s concern and her account A payment of $posted to her IPL account 10/30/ I also see that it was set up and began processing 10/27/ I’m very sorry to hear that she incurred fees from her bank as a result of her payment to IPL I know that fees of any type can be frustrating, especially charges for non-sufficient funds However, our website does indeed advise customers that funds may be removed one bank business day before the payment is due The payment processed as indicated on our siteI see that Ms [redacted] has been making her payments in this manner since September, Notes on her account in April, indicate that she had this issue then as well As a one-time courtesy, an IPL Supervisor mailed a check to cover her returned check fees and explained how the online payments are processedOur customers are given the options of making a payment immediately or scheduling it to post on either the due date or any other date they choose We do offer short term extensions for customers who might need a few extra days to make a payment Longer term extensions are also available to customers who are not on our budget planIn addition to offering payments via our website, we also have agreements with a number of stores such as Walmart and Kroger who can take our payments We also have 24-hour kiosks available at N Illinois Street for customers to make payments Our kiosks accept cash, check or debit/credit card payments We are not able to pay the customer for any insufficient fund charges as a result of the payment she scheduled on our website I'm attaching a screenshot of the verbiage that we have on our websiteIn reviewing her account, I see that Ms [redacted] received a bill 11/13/that has not yet been paid A second bill processed 12/13/ She is on the budget, and her amount due at this time is $ To stay on the budget and avoid a disconnect notice, Ms [redacted] would want to make her payment by her due date of 01/04/ Please let me know if you have any additional questions Thank you, IPL Customer Services
BB Complaint [redacted] [redacted] *** Account [redacted] On 05/22/we noticed that Mr [redacted] meter was readingalmost zero usageThis is very unlikely in an occupied property and a meterinvestigation was order to confirm thisOn 06/08/ our technician confirmed that the meter hadstopped and installed a working meter accordinglyPer IAC 4-1-14Billing we arepermitted to make billing adjustments for up to months prior when an erroris found I understand that it would be frustrating to think that youhad paid your bill in full, only to find there had been an error the nextmonth However, the corrected bill does accuratelyreflect Mr [redacted] usage Please keep in mind that unless there has been a largechange in temperature or occupancy of the home, a drastic drop or hike in usagecan indicate there is something wrong and you may wish contact us for furtherinformationPlease let me know if I can provide any additional information
Good afternoon Mr [redacted] ,We understand how important your power is to you and your family and apologize for the delayed response to your inquiry I reviewed your account and found that on 3/23/our system automatically generated a letter to send to the property address due to unknown usage at this location The previous party had ended service as of 3/14/and our system did not recognize anyone on service to bill, therefore generating the letter that service would be disconnected if there was not a party on service to bill The service was disconnected on 4/13/and I do show that you called at 7:15am on 4/to inquire and get service transferred into your name as of your move in date of 3/14/ Once service has been disconnected we do make every attempt to reconnect the same day, providing we have clear and safe access back to the meter, however we do have through the next business due to workload, weather, etc I show that service was reconnected at 4:20pm on 4/15/ I realize that it is very frustrating to be without power so we do attempt to restore services as quickly as we can If you have any further questions or should need assistance in the future, please do not hesitate to contact our Customer Service Department at or visit our website at www.iplpower.comPlease let us know if there is anything else we can do to assist you at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with response because I should not have to take time out of my busy work week trying to contact the office to schedule an appointment I prefer to be contacted by IPL and need a Saturday appointment for this unless they have someone available during the week that can come out at 6pm? Also I have to turn the temperature on a minimum of just for heat to kick on and sometimes that still won't turn it on Regards, [redacted]
Re: [redacted] 01/04/ [redacted] calls to say a $a payment was made and Mom , ***, is on oxygenHe paid [redacted] ’s account instead of ***’s01/24/Payment for $returned/no such checking account number 02/06/Payment for $returned/listed as unauthorized 02/09/Medical Alert Forms for [redacted] are requested again02/13/Service Interrupted for non-payment/returned checks02/21/IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from using only her account information and not reviewing service address02/21/ [redacted] calls for service He has an outstanding balance of around $from a previous locationHe is also told could start new service if he pays half his outstanding balance This is also without reviewing service address information02/21/Tampering found with the meter at this location After we disconnected the service for non-payment on 02/13/2017, it was turned back on by someone other than an authorized IPL employee02/21/IPL discovered [redacted] passed away 09/12/ Also discovered that [redacted] ***, [redacted] and [redacted] are linked02/23/ [redacted] calls again for serviceOther calls as well with Mr [redacted] demanding service and our requiring payment [redacted] has an outstanding balance [redacted] has an outstanding balance [redacted] may have an outstanding balance [redacted] implied that [redacted] was still alive when she has passed several months back Our credit department has determined the of them have other addresses in common and has determined that at least one party has been living there Multiple returned payments as well among different accounts involvedA representative did order the service on and in ***’s name March 3rd However, she should have insisted on cash, and service will be interrupted if payments come back and aren’t honored with cash I reached out to our metering/disconnect group regarding the family pet I was assured that we do not let dogs out of gates In many cases, we won’t enter a gated yard a dog seems aggressive Instead, service will be interrupted in a place other than the meter I hope their dog is found, but our technicians did not let it out
IPL strives to provide excellent Customer Service While the majority of our customers do see our notice and become aware of the payment process, we appreciate Mr [redacted] ’s feedback and will take his suggestion of a pbox into consideration when evaluating improvements to our website As mentioned, this process was explained to Mr [redacted] by a Supervisor just last year We offer a variety of payment options so that our customers can choose which payment option is most convenient for them I know some options were already mentioned We also offer the option of having the customer call in a check by phone payment If the customer doesn’t want a payment to begin processing the night before, he is welcome to call in the day that the payment is due to start the process We offer a two-day grace period for a payment to post before applying a late feeTo date, I do not see a recent returned check on the customer’s account My guess is that his bank honored the payment even though he didn’t have the money in his account We are not able to pay the insufficient fund fees he was charged His bank may waive the fees When customer payments are not honored by the customer’s bank, IPL is billed a fee just as any other company In addition to the bank fees we are billed, employees must then reverse payments from customer accounts and notify customers, increasing our cost We want to minimize the number of returned payments as much as possible Again, we appreciate his feedback and will certainly consider it as we update our web offeringsThank you, IPL Customer Services
We do realize this was a frustrating situation for you and your family and apologize for the inconvenience the agent's error caused You currently have a credit on your account in the amount of This credit balance includes for the reconnect charge, for the disconnect charge and the late fees that were assessed for July, Aug and September These will appear on your next billing statement Your online account has been fixed and should reflect as it did prior to the error If you have any questions regarding this situation or if you need assistance accessing your online account, please contact our Customer Service Department at
Tell us why here...Revdex.com Case 10959375S [redacted] Account [redacted] I can definitely understand [redacted] confusion when reading the bill However, the information on her bill is correct, a copy of this bill has been attached for your reviewThe message that read, “A payment of $is due immediately to avoid disconnection of you service All services attached to the account may be disconnected without further notice ” Only references [redacted] past due amount that made her eligible for immediate disconnection The due date listed in regards to her current charges, $ This date is important and should be included on the bill because [redacted] could have just paid the amount making her eligible for disconnect and not her current charges If she did that her current charges would have needed to be paid by 11/19/in order to avoid a late feeIt is also important to give the due date because if a customer is disconnected and they pay before their due date of the current bill they can just pay the disconnect amount to be reconnected, but must pay their total account balance if they pay after that due datePlease note that [redacted] had already received notification that she was subject to disconnection without further notice if she did not pay her previous month’s bill by 10/21/2015, this bill has been included for your review.However, with that being said [redacted] did receive a courtesy call telling her that if she would need to pay by 11/19/to avoid disconnectionThis was an error on our partI would not be able to refund the payment she made in excess of her disconnect amount as her current charges are now past their due date, but I would be able to waive [redacted] disconnect and reconnect charge totaling $that has been added to her next bill I apologize that [redacted] did not receive courteous service when she contacted our customer service team I will have these calls reviewed for coaching opportunities and make sure that any unprofessional responses are addressedPlease let me know if I can provide any additional informationThank you,Jamie__________________________________Jamie [redacted] Administrative AssistantDesk: [redacted] Cell: [redacted]
Revdex.com Case [redacted] [redacted] Account [redacted] Hello, I have reviewed the customer’s concern and found the following: IPL did place a deposit of $on the customer’s account 10/11/ This was done after the customer received his 3rd disconnect notice in a month period not connected to an extension The disconnect notices were on the following statements: 10/10/ 07/11/ 06/09/ He also received a disconnect notice with the 04/10/bill when the extension he had in place defaulted as we did not receive the amount due for the extension bill that printed 03/09/ We bill in arrears, which means by the time we send out a bill, the customer has already used a month’s worth of electricity If the customer doesn’t pay the bill in full, a disconnect notice may generate with the 2nd bill By this time, it is possible for the customer to have used full month’s worth of electricity with no payment We are authorized to bill a deposit after the 2nd disconnect notice in a row, which actually happened on Mr [redacted] s account in July, We can also bill a deposit if the customer receives disconnect notices in a month period Instead of billing a deposit in July, we mailed a deposit warning letter to give Mr [redacted] an opportunity to bring and keep his account current When the customer received another disconnect notice which fell within the guidelines of the disconnect notices in a month period, we billed the deposit Because we understand that billing a deposit when our customers already have an outstanding balance can create a financial hardship, we offer long term extensions for our customers Those extensions are normally or months in length In this case, a Manager in Customer Services made an exception, and granted the customer a 12-month extension to help bring his account current on 01/03/ This far exceeds our procedures The deposit that was billed was appropriate for the two services the customer has It was warranted based on payment history We have extended a tremendous courtesy to Mr [redacted] in allowing him a month extension on his deposit and past due charges Mr [redacted] ’s next bill will print 01/10/ It will be $98, plus whatever his usage charges are I would encourage Mr [redacted] to keep this arrangement each month if at all possible as this isn’t an offer we would be able to extend if the customer defaults on this arrangement Please let us know if there are additional questions I have attached the disconnect notice bills for reference IPL Customer Services
Revdex.com Case [redacted] [redacted] ***Account [redacted] Hello, I have reviewed Mr [redacted] ’s concern and his account A payment of $posted to his IPL account 06/08/ I also see that it was set up and began processing 06/07/ I’m very sorry to hear that he incurred fees from his bank as a result of his payment to IPLI know that fees of any type can be frustrating, especially charges for non-sufficient funds However, our website does indeed advise customers that funds may be removed one bank business day before the payment is due The payment processed as indicated on our site.I see that Mr [redacted] has been making his payments in this manner since August, Notes on his account in October, indicate that he had this issue then as well A supervisor explained to Mr [redacted] how online payments are processed.Our customers are given the options of making a payment immediately or scheduling it to post on either the due date or any other date they chooseWe do offer short term extensions for customers who might need a few extra days to make a payment Longer term extensions are also available to customers who are not on our budget plan.In addition to offering payments via our website, we also have agreements with a number of stores such as [redacted] and [redacted] who can take our payments We also have 24-hour kiosks available at N Illinois Street for customers to make payments Our kiosks accept cash, check or debit/credit card paymentsWe are not able to pay the customer for any insufficient fund charges as a result of the payment he scheduled on our website I have attached a screenshot of the verbiage that we have on our website.Please let me know if you have any additional questionsThank you, IPL Customer Services
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I provided the correct documents that IPL and [redacted] askedI have emailed as well as hand deliveredEven when I hand delivered the letter received via email, the person at the counter called someone at the location had them come out looked at the document, and stated that was the last document neededIt contained the rounting and account numberI don't understand and find it ligit or fair that IPL is refusing payment due to one simple error that was out of my countrol that was immediately fixed when notified, denied my payments all togetherEven though I verified and sent verification that my account is valid never was and never has been frozen, with letters from [redacted] bank and [redacted] but yet still isn't good enoughNo income and hard to get transportation to location and they are refusing the only card I have to make payment withI do not have the extra funds to pay additional feesI have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were deniedAlso never was addressed by the individual who disconnected to see if payment was even made or tempted to be made I have contacted IRUC and legal aid on this matter because I feel I am being treated unfairly when I have done EVERYTHING askedOne failed payment and my account is blocked? No second chances? Especially not my fault Regards, [redacted]