In review of your concerns regarding the increase in your electric bill, I have reviewed your usage history for your residence Our records indicate service was placed in your name September to present I have attached the usage/charge history for your meter at this location from September to present and the usage is in line with the same time periods for the previous year I show that your residence is has gas heat, therefore the usage would increase in the summer due to air conditioning We have had some pretty extreme weather over the last month which will increase your usage The history will show that from the April Bill through the September billing you average - monthly which is in line with the summer season Your usage will depend on the weather and the temperature you keep your thermostat on, if the thermostat is in the "ON or Auto" position, the use of appliances, etc I would be more than happy to send out a brochure that may provide additional tips on energy conservation and how to decrease usage We suggest keeping your thermostat on 72-and increasing a degree or when you will be gone for long periods of time This should help keep your air conditioning and the room temperature more consistent and will prevent your a/c from running as often and for longer periods of time Your monthly usage is a reading that is transmitted daily and are not estimate readings If you should have any further questions or would like additional information, please contact our Customer Service department at Thank you
Hello,I have read the customer’s concerns I reviewed the account, and I see that the customer has electric heat We had an extremely cold winter, which contributed to substantial usage for the majority of our customers who utilize electricity to heat their homes Even if everything else was unplugged, appliances such as furnaces and refrigerators will still use electricity While we can measure the consumption flowing through the meter, we are unable to determine exactly how that electricity is being used I apologize that the customer was not contacted regarding her meter test IPL’s investigator was onsite 03/19/ He actually installed a new meter at the location and took the existing meter to our shop for testing The meter did pass the tests The results are as follows: Light load: Full load: Reading: The results are within acceptable parameters, meaning that the meter is measuring consumption correctly IPL is authorized to bill deposits once the customer has received either consecutive disconnect notice bills or disconnect notice bill in a month period This customer received disconnect notice bills for the following months: October, November, **We could have billed the deposit at this time December, **We could also have billed the deposit here as this was the 3rd disconnect notice bill within months February, (This bill included a disconnect warning notice letter)--3rd delay in billing the deposit April, (At this point, we did finally bill the deposit.) This customer has been at this address and has been a customer of IPL for several years, which we took into account when we delayed billing the deposit three times At this point, we are unable to waive the deposit fee IPL does understand that a deposit charge can be a financial burden To minimize the impact, we offer extensions for our customers so that they can pay their deposit off over a number of months Those extensions are typically or months long In this particular case, we set up a month extension We delayed billing the deposit three times We allowed an extension that is twice as long as normally provide to assist in paying the extension We’ve gone above and beyond in an effort to assist the customerPlease let me know if you have any additional questions.Thank you,IPL Customer Services
Revdex.com Case ***I've reviewed the customer's response. I do understand that $is a lot of money. That's why we offered a much longer term extension than we normally do.
The purpose of a deposit it to ensure that the final charges are paid should the customer leave IPL or be disconnected for non-payment. When we bill a deposit, the system calculates the deposit based on 1/6th of the customer's usage over the last months. This is roughly, but not exactly months worth of charges. By the time the customer receives a disconnect notice, the customer owes a minimum of months of charges if no payment is made.Deposit amounts vary per account because of the usage. Someone who lives in an square foot home and heats the home with gas will be billed a lower deposit than someone else who lives in a square foot home and heats with electricity. The calculation used is the same calculation for each customer, but the amounts will differ.The more disconnect notices the customer receives, the more likely it is for the customer to be disconnected for non-payment or to end service without paying the final charges. When a customer starts service with us, we perform what is called a soft credit check. This verifies the customer's identity, checks for fraud alerts, and advises us whether or not a deposit is recommended. If we do not bill a deposit up front, the customer's payment history with IPL determines whether or not a deposit is billed for the duration of the customer's service. We recognize that circumstances come up that makes it difficult for a customer to pay in full each and every month. If a customer has one or two occasional (not consecutive) disconnect notices in a month rolling period, we do not bill a deposit. However, if a customer receives consecutive disconnect notices or in a month period, a pattern is created, and our risk increases. If and when a customer who has been billed a deposit pays on time and in full for consecutive months or of months, we refund the deposit in a show of good faith. We also apply the deposit when service ends to any final charges. If there is a credit once the deposit is applied, we mail a refund check to the address we have on file for the customer. Thank you,IPL Customer Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response does not resolve my complaint:
My request is simply to replace the current AMI smart meter with a mechanical analog meter, i.e., Westinghouse model, that is in my possessionNo other digital meter (AMR / AMI) will be deemed acceptable for use on my property and this will not be resolved until the exchange is allowed by IPL for use of the analog meterShould an additional fee be required to pay a "meter reader" for reading the analog meter then this needs to be arranged as soon as possible
Regards,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI do not find it satisfactory! I feel as if I have been blown off once againThe only thing I find to be right is the waiving of the disconnect and reconnect feeThe bills should be made easier to understand and I never was able to find the link to whatever it was that was sent to prove what IPL said
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their reply is unacceptable and they need to review the call between me and the agentI was told by the agent that my readings are done via satellite and that they could not send a technician out to my residence which is unheard ofI have neighbors in my building that have - people in their apartment on a regular basis whose bill is half the amount of mine and there is only people in this apartment that are at work all dayMaybe since the readings are "satellite" or now since they changed it to "cellular based" they're sending me someone else bill
I would like for a someone to come out and test my meter at a time that will not inconvenience my work schedule, and to have my bill adjusted to a decent an acceptable amount instead of price gouging
Regards,
***
Hello,
I apologize for the delay. For tree maintenance, we do pick up limbs and other debris. It can definitely be frustrating to have limbs down in your yard for an extended period of time. We are not always able to pick it up immediately, but we make every effort to have
it picked up within a day or two. Our goal is to have all tree debris picked up within weeks if immediate removal isn't possible. Sometimes inclement weather can delay that. We've had several very cold days this year and quite a bit of rain lately.
I am following up with our Tree Trimming Supervisor to be certain any limbs/debris that have been placed at the residence due to tree trimming maintenance are picked up ASAP if they have not already been removed. As an FYI, IPL does not remove tree trimming debris related to outages
I will follow up with the customer myself by the end of this week to be certain the issue has been cared for
Thank you,
IPL Customer Services
We realize that this is a frustrating situation and will continue to work with you to straighten this out Per our records we show the debt incurred was a marital debt, per our discussion on Thursday a review of the divorce decree will assist our credit department in clearing this matter up
If you could please supply the divorce decree as requested our Credit department can review this document to better assist you in this matter If you have any questions or need the fax number or email to send this document to, please contact our Customer Service department at 317.261.8222. Thank you
We have reviewed your account and realize that there was an error made by a customer service representative when she was enrolling a different customer through our Ebill program The agent typed your account number in by error which is only a digit off from the other customer account
When she realized what she had done she attempted to correct it by deleting the other customer which ended your recurring payment option The agent did not realize this would cause your Ebill and Auto Pay to be ended We have corrected your Ebill account as well as replacing all settings such as auto pay back to it's original set up We do apologize for the error and the inconvenience this has caused you and your family We have removed the late fees that were incurred for July, August and September as well as the fees associated to the disconnect and reconnect This error will not affect your account status with IPL nor would any negative credit reporting come from this situation If you should have any additional questions or would like any additional information, please do not hesitate to contact our Customer Service at to discuss this matter Your account has been thoroughly noted of the situation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate that IPL did initially respond to the outage, their approach is problematic. If the light is cycling and they drive by for a check when it is on they define it as functioning and no repair is required. They request a phone number in their online forms in case their are questions but not effort is every made to contact the person making the report. In the first case of the outage report, the street light was cycle on an off every minutes or so. By the 2nd request it was cycling on and off every minute. By the 3rd request if was not functioning at all. If there had been a response to the request the outage would have been obviousYet no repair was executed and no phone contact made. Also, I was not the only person to report this particular street light. It wasn't until I began to register complaints did I receive any response from IPL. When they did respond the result was two street lights switched to a hour-format and an indication they would correct the issue when warmer weather allowed them to excavate around base. No indication of a target timeline for repair. Also, when they investigated the issue, they damaged the base of the light pole which now requires replacement. A simple phone call and more than one driwould have eliminated all these problems. I would like a timeline for repair and a confirmation that base will be replaced.
Regards,
*** ***
Revdex.com Complaint #***Mr*** ***Denniston TerraceIndianapolis, IN 46241Account #***Two payments in the amount of $85.96 posted to MrWilliam's account on 7/14/15. Both of these payments were customer initiated ACH payments made on a mobile device; the first payment was
submitted by the customer on 7/13/at 12:AM and the second payment was submitted by the customer on 7/13/at 12:AM. The second payment of $was returned to IPL by the customer's financial institution as non-sufficient funds. Due to this appearing to be a error by the customer when processing their payment, IPL has waived the returned payment fee of $on Mr***' account as a courtesy. However, IPL is unable to reimburse Mr*** for any NSF fees charged by his financial institution due to both of these payments being submitted by the customer minutes apart.Sincerely,David F*Indianapolis Power & Light Company Customer Service
Revdex.com Complaint *** *** ***
*** *** ***
*** ** ***Account ***I am sorry to hear that Mr*** was having difficulties setting up his online account. We have since contacted Mr*** and confirmed his username and issued a temporary password. We
the did a test and he could log into his commercial account. I believe this issue has been resolvedPlease let me know if I can be of any further assistance.*** ***
I understand this is a frustrating situation and you are seeking resolution for an issue with the power line/anchor point at the roof I did review the notes from our emergency service dispatch technician from the 3/30/visit to your home He did advise that the anchor point is pulling
off the house and is attached into a 1/4" trim The anchor point that is attached to your home is the responsibility of the homeowner to repair, this is customer owned equipment IPL is responsible for the pole and wire coming from the pole up to the anchor point IPL can detach the service wire temporarily for the homeowner to safely make the necessary repairs to the anchor point, siding, etcand reattach the service wire once repairs are complete Please call when you are preparing to make these repairs and we can disconnect the wire for you. Please contact our customer service department at if you have any questions or need additional assistance
Good afternoon! I do apologize for the delayed response as I realize how important your service is to you I have contacted a supervisor in our service department to assist with your inquiry I will provide a formal response as soon as the information is provided Should you
have any questions in the mean time, please contact our customer service department at 317-261- Thank you for your patience and understanding while I assist with resolution to your service needs
On 12/2/16, customer called IPL to find out how much due and total account balance to satisfy payment extension. Customer had $Assistance pending; amount due was $and was told $was the amount needed to pay entire account balance. However, $was needed to pay the
entire balance; the agent did not take into consideration the pending $Assistance. On 12/9/16, the customer again called to find out the amount needed to be paid to complete the Payment Extension & to pay the account in full; she was told $165.88. On 12/12/16, customer called to see if still on Payment Extension, was told yes and she also had agent process a payment for $165.88. On 12/13/16, the payment posted and the account balance was zero. The night of 12/13/16, her account cycled and new charges were added to her account $- the bill was mailed on 12/22/16. Customer called on 1/11/and was upset on how her balance could be $- agent tried to explain to customer that these were her new charges, for the period of 11/10/- 12/13/16. Agent also tried to discuss with the customer about her not getting her bill - she would need to contact the Post Office or local carrier - we re-confirmed her mailing info. She was still upset because the agent provided an incorrect balance on 12/2/16; the current agent apologized for the misinformation but the customer stated we were not telling her the truth about not getting her bills and that she was going to report IPL.If additional information is needed, please let us know.IPL Customer Resolution Management
Thank you for your most recent inquiry. After reviewing the information regarding the start date of your service 8/3/16, we found no prior IPL service within the past months to determine creditworthiness; therefore, a soft credit inquiry was requested through Experian. Another soft
inquiry was requested today (8/8/16) and the same information was still present on your report. A deposit waiver letter was also included in the 8/2/bill; if you are able to provide any of the documentation required, the deposit would be waived and refunded. If you have any further questions, please contact our Customer Service Department at 317-261-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
The last payment on this account was made November 8, for $100.00. Since that time, the account has billed times without a payment Date Description Amount Balance 02/10/Bill/Disconnect $02/10/Metered Elec Charge $$02/09/Mtred Elec Coll Call $$02/06/Late Payment Charge $$01/12/Bill/Disconnect $01/12/Metered Elec Charge $$01/05/Late Payment Charge $$12/12/Bill $12/12/Metered Elec Charge $$12/03/Late Payment Charge $$11/09/Bill Ext $$11/09/Metered Elect Charge $$11/08/Payment -$ At this time, the amount due is $1759.16. Of that, $is past due We offer our customers long term payment arrangements in a rolling month period. The customer requested and was approved for long term payment arrangements on 03/31/and then again a 2nd time 11/01/ The customer defaulted on the 2nd payment arrangement I understand the customer applied for EAP in October, 2016. However, it is very important for the customers to try to pay something each month so that the customers don’t end the winter with large outstanding balances. That recommendation is included when an applicant applies for assistance Per the initial inquiry, the customer is able to make $payments each week. As it has been almost months since the last payment, we are unable to accept $to guarantee service. We can make an exception with our long term payment guidelines this time and allow the customer to begin a 3rd long term arrangement. If the customer can pay half of the past due balance, which would work out to $667.00, by March 6, we can place the remaining balance of $on a six month extension. This is 2-months longer than our usual payment arrangements. The customer would then pay whatever the current charges are each month, plus an additional $until the account is brought current. The customer is welcome to make weekly payments while on an extension if this works better for her budget. The customer would just need to make sure that the amount due on the bill is due by the due date. This isn’t a matter of not allowing a normally current account an additional days to make a payment. This account hasn’t been paid in well over months I will note the account authorizing this agreement should the customer choose to accept. To do so, it would be necessary to speak to a representative. The customer can contact IPL at 317-261-8222. The customer can then let the representative know that the account has been noted to advise of the agreement
The customer has been at this address since 1/13/16. His kWh is in line with the 2/winter usage cycle. I have included days of daily readings & kWh and noted actual high and low temperatures by several of the days during the 1/billing cycle. As the temperatures
decreased, the usage increased and as the temperatures rose, the usage declined. I have included the actual high & low temperatures as charted by the National Weather Service/Indianapolis for November-January. Also included is the 1/bill which reflects the average high & low temperatures for the customer's billing cycle as compared to the prior billing cycle; the current billing cycle was quite a few degrees colder than the 12/billing cycle.IPL also was granted a rate increase on 3/31/and this is the first winter season for the new rates. Even if the customer used the same kWh for this winter season as he did in 2016, the charges would be higher due to the new rates.Included is also a month usage history for this customer, reflecting the kWh per month and the actual charge, prior to sales tax.The customer might want to consider going on the Budget Billing Plan for $per month for months and the 12th month is the settmonth. The Budget amount is reviewed at 3, & month periods to ensure the customer's usage has not changed significantly.Please let us know if we can provide any other information.Thank you. IPL Customer Service Business Analyst
In review of your concerns regarding the increase in your electric bill, I have reviewed your usage history for your residence Our records indicate service was placed in your name September to present I have attached the usage/charge history for your meter at this location from September to present and the usage is in line with the same time periods for the previous year I show that your residence is has gas heat, therefore the usage would increase in the summer due to air conditioning We have had some pretty extreme weather over the last month which will increase your usage The history will show that from the April Bill through the September billing you average - monthly which is in line with the summer season Your usage will depend on the weather and the temperature you keep your thermostat on, if the thermostat is in the "ON or Auto" position, the use of appliances, etc I would be more than happy to send out a brochure that may provide additional tips on energy conservation and how to decrease usage We suggest keeping your thermostat on 72-and increasing a degree or when you will be gone for long periods of time This should help keep your air conditioning and the room temperature more consistent and will prevent your a/c from running as often and for longer periods of time Your monthly usage is a reading that is transmitted daily and are not estimate readings If you should have any further questions or would like additional information, please contact our Customer Service department at Thank you
Hello,I have read the customer’s concerns I reviewed the account, and I see that the customer has electric heat We had an extremely cold winter, which contributed to substantial usage for the majority of our customers who utilize electricity to heat their homes Even if everything else was unplugged, appliances such as furnaces and refrigerators will still use electricity While we can measure the consumption flowing through the meter, we are unable to determine exactly how that electricity is being used I apologize that the customer was not contacted regarding her meter test IPL’s investigator was onsite 03/19/ He actually installed a new meter at the location and took the existing meter to our shop for testing The meter did pass the tests The results are as follows: Light load: Full load: Reading: The results are within acceptable parameters, meaning that the meter is measuring consumption correctly IPL is authorized to bill deposits once the customer has received either consecutive disconnect notice bills or disconnect notice bill in a month period This customer received disconnect notice bills for the following months: October, November, **We could have billed the deposit at this time December, **We could also have billed the deposit here as this was the 3rd disconnect notice bill within months February, (This bill included a disconnect warning notice letter)--3rd delay in billing the deposit April, (At this point, we did finally bill the deposit.) This customer has been at this address and has been a customer of IPL for several years, which we took into account when we delayed billing the deposit three times At this point, we are unable to waive the deposit fee IPL does understand that a deposit charge can be a financial burden To minimize the impact, we offer extensions for our customers so that they can pay their deposit off over a number of months Those extensions are typically or months long In this particular case, we set up a month extension We delayed billing the deposit three times We allowed an extension that is twice as long as normally provide to assist in paying the extension We’ve gone above and beyond in an effort to assist the customerPlease let me know if you have any additional questions.Thank you,IPL Customer Services
Revdex.com Case ***I've reviewed the customer's response. I do understand that $is a lot of money. That's why we offered a much longer term extension than we normally do.
The purpose of a deposit it to ensure that the final charges are paid should the customer leave IPL or be disconnected for non-payment. When we bill a deposit, the system calculates the deposit based on 1/6th of the customer's usage over the last months. This is roughly, but not exactly months worth of charges. By the time the customer receives a disconnect notice, the customer owes a minimum of months of charges if no payment is made.Deposit amounts vary per account because of the usage. Someone who lives in an square foot home and heats the home with gas will be billed a lower deposit than someone else who lives in a square foot home and heats with electricity. The calculation used is the same calculation for each customer, but the amounts will differ.The more disconnect notices the customer receives, the more likely it is for the customer to be disconnected for non-payment or to end service without paying the final charges. When a customer starts service with us, we perform what is called a soft credit check. This verifies the customer's identity, checks for fraud alerts, and advises us whether or not a deposit is recommended. If we do not bill a deposit up front, the customer's payment history with IPL determines whether or not a deposit is billed for the duration of the customer's service. We recognize that circumstances come up that makes it difficult for a customer to pay in full each and every month. If a customer has one or two occasional (not consecutive) disconnect notices in a month rolling period, we do not bill a deposit. However, if a customer receives consecutive disconnect notices or in a month period, a pattern is created, and our risk increases. If and when a customer who has been billed a deposit pays on time and in full for consecutive months or of months, we refund the deposit in a show of good faith. We also apply the deposit when service ends to any final charges. If there is a credit once the deposit is applied, we mail a refund check to the address we have on file for the customer. Thank you,IPL Customer Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response does not resolve my complaint:
My request is simply to replace the current AMI smart meter with a mechanical analog meter, i.e., Westinghouse model, that is in my possessionNo other digital meter (AMR / AMI) will be deemed acceptable for use on my property and this will not be resolved until the exchange is allowed by IPL for use of the analog meterShould an additional fee be required to pay a "meter reader" for reading the analog meter then this needs to be arranged as soon as possible
Regards,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI do not find it satisfactory! I feel as if I have been blown off once againThe only thing I find to be right is the waiving of the disconnect and reconnect feeThe bills should be made easier to understand and I never was able to find the link to whatever it was that was sent to prove what IPL said
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their reply is unacceptable and they need to review the call between me and the agentI was told by the agent that my readings are done via satellite and that they could not send a technician out to my residence which is unheard ofI have neighbors in my building that have - people in their apartment on a regular basis whose bill is half the amount of mine and there is only people in this apartment that are at work all dayMaybe since the readings are "satellite" or now since they changed it to "cellular based" they're sending me someone else bill
I would like for a someone to come out and test my meter at a time that will not inconvenience my work schedule, and to have my bill adjusted to a decent an acceptable amount instead of price gouging
Regards,
***
Hello,
I apologize for the delay. For tree maintenance, we do pick up limbs and other debris. It can definitely be frustrating to have limbs down in your yard for an extended period of time. We are not always able to pick it up immediately, but we make every effort to have
it picked up within a day or two. Our goal is to have all tree debris picked up within weeks if immediate removal isn't possible. Sometimes inclement weather can delay that. We've had several very cold days this year and quite a bit of rain lately.
I am following up with our Tree Trimming Supervisor to be certain any limbs/debris that have been placed at the residence due to tree trimming maintenance are picked up ASAP if they have not already been removed. As an FYI, IPL does not remove tree trimming debris related to outages
I will follow up with the customer myself by the end of this week to be certain the issue has been cared for
Thank you,
IPL Customer Services
We realize that this is a frustrating situation and will continue to work with you to straighten this out Per our records we show the debt incurred was a marital debt, per our discussion on Thursday a review of the divorce decree will assist our credit department in clearing this matter up
If you could please supply the divorce decree as requested our Credit department can review this document to better assist you in this matter If you have any questions or need the fax number or email to send this document to, please contact our Customer Service department at 317.261.8222. Thank you
We have reviewed your account and realize that there was an error made by a customer service representative when she was enrolling a different customer through our Ebill program The agent typed your account number in by error which is only a digit off from the other customer account
When she realized what she had done she attempted to correct it by deleting the other customer which ended your recurring payment option The agent did not realize this would cause your Ebill and Auto Pay to be ended We have corrected your Ebill account as well as replacing all settings such as auto pay back to it's original set up We do apologize for the error and the inconvenience this has caused you and your family We have removed the late fees that were incurred for July, August and September as well as the fees associated to the disconnect and reconnect This error will not affect your account status with IPL nor would any negative credit reporting come from this situation If you should have any additional questions or would like any additional information, please do not hesitate to contact our Customer Service at to discuss this matter Your account has been thoroughly noted of the situation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate that IPL did initially respond to the outage, their approach is problematic. If the light is cycling and they drive by for a check when it is on they define it as functioning and no repair is required. They request a phone number in their online forms in case their are questions but not effort is every made to contact the person making the report. In the first case of the outage report, the street light was cycle on an off every minutes or so. By the 2nd request it was cycling on and off every minute. By the 3rd request if was not functioning at all. If there had been a response to the request the outage would have been obviousYet no repair was executed and no phone contact made. Also, I was not the only person to report this particular street light. It wasn't until I began to register complaints did I receive any response from IPL. When they did respond the result was two street lights switched to a hour-format and an indication they would correct the issue when warmer weather allowed them to excavate around base. No indication of a target timeline for repair. Also, when they investigated the issue, they damaged the base of the light pole which now requires replacement. A simple phone call and more than one driwould have eliminated all these problems. I would like a timeline for repair and a confirmation that base will be replaced.
Regards,
*** ***
Revdex.com Complaint #***Mr*** ***Denniston TerraceIndianapolis, IN 46241Account #***Two payments in the amount of $85.96 posted to MrWilliam's account on 7/14/15. Both of these payments were customer initiated ACH payments made on a mobile device; the first payment was
*Indianapolis Power & Light Company Customer Service
submitted by the customer on 7/13/at 12:AM and the second payment was submitted by the customer on 7/13/at 12:AM. The second payment of $was returned to IPL by the customer's financial institution as non-sufficient funds. Due to this appearing to be a error by the customer when processing their payment, IPL has waived the returned payment fee of $on Mr***' account as a courtesy. However, IPL is unable to reimburse Mr*** for any NSF fees charged by his financial institution due to both of these payments being submitted by the customer minutes apart.Sincerely,David F
Revdex.com Complaint *** *** ***
*** *** ***
*** ** ***Account ***I am sorry to hear that Mr*** was having difficulties setting up his online account. We have since contacted Mr*** and confirmed his username and issued a temporary password. We
the did a test and he could log into his commercial account. I believe this issue has been resolvedPlease let me know if I can be of any further assistance.*** ***
I understand this is a frustrating situation and you are seeking resolution for an issue with the power line/anchor point at the roof I did review the notes from our emergency service dispatch technician from the 3/30/visit to your home He did advise that the anchor point is pulling
off the house and is attached into a 1/4" trim The anchor point that is attached to your home is the responsibility of the homeowner to repair, this is customer owned equipment IPL is responsible for the pole and wire coming from the pole up to the anchor point IPL can detach the service wire temporarily for the homeowner to safely make the necessary repairs to the anchor point, siding, etcand reattach the service wire once repairs are complete Please call when you are preparing to make these repairs and we can disconnect the wire for you. Please contact our customer service department at if you have any questions or need additional assistance
Revdex.com:
IPL restored power to my house on Tuesday, April 19, with no cost to me I now consider this complaint closed
Regards,
*** ***
Good afternoon! I do apologize for the delayed response as I realize how important your service is to you I have contacted a supervisor in our service department to assist with your inquiry I will provide a formal response as soon as the information is provided Should you
have any questions in the mean time, please contact our customer service department at 317-261- Thank you for your patience and understanding while I assist with resolution to your service needs
On 12/2/16, customer called IPL to find out how much due and total account balance to satisfy payment extension. Customer had $Assistance pending; amount due was $and was told $was the amount needed to pay entire account balance. However, $was needed to pay the
entire balance; the agent did not take into consideration the pending $Assistance. On 12/9/16, the customer again called to find out the amount needed to be paid to complete the Payment Extension & to pay the account in full; she was told $165.88. On 12/12/16, customer called to see if still on Payment Extension, was told yes and she also had agent process a payment for $165.88. On 12/13/16, the payment posted and the account balance was zero. The night of 12/13/16, her account cycled and new charges were added to her account $- the bill was mailed on 12/22/16. Customer called on 1/11/and was upset on how her balance could be $- agent tried to explain to customer that these were her new charges, for the period of 11/10/- 12/13/16. Agent also tried to discuss with the customer about her not getting her bill - she would need to contact the Post Office or local carrier - we re-confirmed her mailing info. She was still upset because the agent provided an incorrect balance on 12/2/16; the current agent apologized for the misinformation but the customer stated we were not telling her the truth about not getting her bills and that she was going to report IPL.If additional information is needed, please let us know.IPL Customer Resolution Management
Thank you for your most recent inquiry. After reviewing the information regarding the start date of your service 8/3/16, we found no prior IPL service within the past months to determine creditworthiness; therefore, a soft credit inquiry was requested through Experian. Another soft
inquiry was requested today (8/8/16) and the same information was still present on your report. A deposit waiver letter was also included in the 8/2/bill; if you are able to provide any of the documentation required, the deposit would be waived and refunded. If you have any further questions, please contact our Customer Service Department at 317-261-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
The last payment on this account was made November 8, for $100.00. Since that time, the account has billed times without a payment Date Description Amount Balance 02/10/Bill/Disconnect $02/10/Metered Elec Charge $$02/09/Mtred Elec Coll Call $$02/06/Late Payment Charge $$01/12/Bill/Disconnect $01/12/Metered Elec Charge $$01/05/Late Payment Charge $$12/12/Bill $12/12/Metered Elec Charge $$12/03/Late Payment Charge $$11/09/Bill Ext $$11/09/Metered Elect Charge $$11/08/Payment -$ At this time, the amount due is $1759.16. Of that, $is past due We offer our customers long term payment arrangements in a rolling month period. The customer requested and was approved for long term payment arrangements on 03/31/and then again a 2nd time 11/01/ The customer defaulted on the 2nd payment arrangement I understand the customer applied for EAP in October, 2016. However, it is very important for the customers to try to pay something each month so that the customers don’t end the winter with large outstanding balances. That recommendation is included when an applicant applies for assistance Per the initial inquiry, the customer is able to make $payments each week. As it has been almost months since the last payment, we are unable to accept $to guarantee service. We can make an exception with our long term payment guidelines this time and allow the customer to begin a 3rd long term arrangement. If the customer can pay half of the past due balance, which would work out to $667.00, by March 6, we can place the remaining balance of $on a six month extension. This is 2-months longer than our usual payment arrangements. The customer would then pay whatever the current charges are each month, plus an additional $until the account is brought current. The customer is welcome to make weekly payments while on an extension if this works better for her budget. The customer would just need to make sure that the amount due on the bill is due by the due date. This isn’t a matter of not allowing a normally current account an additional days to make a payment. This account hasn’t been paid in well over months I will note the account authorizing this agreement should the customer choose to accept. To do so, it would be necessary to speak to a representative. The customer can contact IPL at 317-261-8222. The customer can then let the representative know that the account has been noted to advise of the agreement
The customer has been at this address since 1/13/16. His kWh is in line with the 2/winter usage cycle. I have included days of daily readings & kWh and noted actual high and low temperatures by several of the days during the 1/billing cycle. As the temperatures
decreased, the usage increased and as the temperatures rose, the usage declined. I have included the actual high & low temperatures as charted by the National Weather Service/Indianapolis for November-January. Also included is the 1/bill which reflects the average high & low temperatures for the customer's billing cycle as compared to the prior billing cycle; the current billing cycle was quite a few degrees colder than the 12/billing cycle.IPL also was granted a rate increase on 3/31/and this is the first winter season for the new rates. Even if the customer used the same kWh for this winter season as he did in 2016, the charges would be higher due to the new rates.Included is also a month usage history for this customer, reflecting the kWh per month and the actual charge, prior to sales tax.The customer might want to consider going on the Budget Billing Plan for $per month for months and the 12th month is the settmonth. The Budget amount is reviewed at 3, & month periods to ensure the customer's usage has not changed significantly.Please let us know if we can provide any other information.Thank you. IPL Customer Service Business Analyst