Customer *** * ***IPL Account # ***Yes, there was an error on the customer's account. Her IPL account was set up to be paid on auto-pay through our 3rd party vendor. Her January bill was issued 1/4/and then on 1/5/she ended her account but her auto pay was still
active. Her final bill amount was also the same as the her 1/4/charge - $137.37. Unfortunately, when both of those transactions occurred day apart, the auto pay function issued payment each transaction into a hold file. When the due dates occurred, both payments were sent to IPL and pulled from the customer's bank account. The customer ended the auto-pay function on 1/27/and a refund check for $was issued on 2/3/17. We extend our apologies that this occurred. Business Analyst - IPL Customer Services
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 me.
Regards,
*** ***
Hello,
I have read the customer’s concerns and will try to answer all his questions. I apologize for the confusion and for the date of the appointment. I have placed a hold on the account for the most recent bill cycle, so the customer’s services under IPL Account *** will
not be disconnected. If our Investigator determines a switched meter situation exists, we will credit the customer who was billed a higher cost incorrectly. We backdate that credit up to months unless it is determined that the switch happened more recently than that
Any time a switched meter situation is suspected, by either IPL or by the customer, our goal is to verify and correct any issues. We want to be sure we are billing the correct party for the usage he or she consumed. I’m sure that is what our customers want as well. To be certain we correct any possible errors, we sometimes need to check multiple meters. I apologize if he wasn’t told that someone would need to be present. Typically, we speak with maintenance at an apartment complex when we arrive, and they provide the access that we need
I will recommend that we provide a reminder to the customer that we’ll need access to multiple units regardless.
I understand that waiting for an investigation such as this is frustrating. Indiana experienced a long stretch of very cold days in December and January. We actually broke some records with our temperatures. Because of the cold temperatures, customers have received higher than bills. Many, many customers are concerned that their meters are not reading the consumption correctly and have requested meter investigations. As such, appointments for meter investigations are being set farther out than the norm. I’ve checked multiple times in hopes of finding a cancellation that I could slip this address into, but I’ve not been able to find one.
IPL will be on the property March to assess the situation. If switched meters are found, we will correct the information in our system and credit the customer who made more than he or she should have paid. We ask that we have access to the units and meters to perform our investigation
Thank you for your recent inquiry regarding the vegetation near the power lines at your property. Our line clearing supervisor did visit the property on Tuesday, April 5, and determined that the branches that are touching to the left of the wire are telecomm lines and not IPL lines.
I have attached a photo of the onsite visit performed on 4/5/although it may be not be very clear to see which lines are indeed touching the trees. On 3/28/our records do show that our emergency dispatch responded to a call regarding wires exposed in a tree, however our field technician reported no repairs were made that the service was found to be ok at that time. Our records do not indicate any other calls/visits regarding this issue dating back to and there were no requests for our line clearing department for this location back to 1999. At this time it is suggested to contact the telecomm provider to address the issue of their lines that are touching the trees to avoid possible cable/internet/phone issues
If you have any further questions or need additional information please feel free to contact our customer service department for assistance at 317.261.8222, Monday - Friday from 7am - 6pm
Thank you
Again, our apologies for the agent misusing the terminology for how the daily readings are gathered. The agent did use the word satellite, which is incorrect and has been referred for additional/training clarification. To set up a time for meter test when Mr*** is available, he will need to call our office at 317-261-and an agreed upon date & time will be arranged
Revdex.com Case ***I'm sorry to hear of the customer's health issues. I'm sure it is difficult to focus on finances when one is dealing with health concerns. Our records indicate that we billed a deposit on this account on 11/29/2017. We are authorized to bill deposits after either
the 2nd consecutive disconnect notice or the 3rd disconnect notice in a month period. In this case, we did not bill a deposit until the 4th disconnect notice in a month period, so we did extend some grace to the customer given the length of time she's had service with us. The disconnect notice bills are as follows:
02/27/
05/30/
09/28/
11/28/2017A deposit warning letter was sent with the September bill to advise the customer of the possibility of a deposit being billed.Billing a deposit to a customer in arrears is a bit of a double edged sword. We understand that a deposit can be a financial burden for customers who are behind on their bills. At the same time, the more behind someone gets or the more often someone is behind, the more at risk we are of not receiving funds for their final bills if a customer ends service or is disconnected for non payment.To mitigate the financial burden, we offer extension agreements, which allows the customer to pay their current bill, plus a small portion of the deposit on a monthly basis, until the deposit is paid in fullAt the moment, the customer has a balance of $203.86. Of that, $is considered past due. The customer has received an Energy Assistance pledge, so she is not in jeopardy of being disconnected at this time. The moratorium is in place until March 15th. The deposit is warranted, given the payment historyOnce a customer pays in full and on time for consecutive months or out of months, we automatically apply the deposit back to the accountWe also apply it to the account when the customer ends service. We would be happy to place the customer on a month extension if they would like to help pay her balance off over time. This is 2-months longer than the normal long term extension. She would need to contact Customer Services at 317-261-and speak to a person to request such an extension. The account has been noted to allow for the month extension. She would need to make a small, good faith payment to start the extensionPlease let me know if you have any other questions
Thank you,
IPL Customer Services
*** *** *** * *** *** *** ** *** Account *** Hello, I have reviewed Ms***’s concern and her account. A payment of $posted to her account 11/29/2017. I also see that it was set up and began processing 11/28/2017. I’m very
sorry to hear that she incurred fees from her bank as a result of her payment to IPL. I can understand her frustration as $is a substantial amount of money. However, our website does indeed advise customers that funds may be removed one business day before the payment is due. We did initiate the payment on 11/28/so that her payment would post to her account on 11/29/as she set upOur 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 *** and *** 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 website.Please let me know if you have any additional questions 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 would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
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
I continue to feel that their small outline does not warn people that they ARE going to take the money earlier than you requestedThis is suppose to be a service for the people, then why are they taking it upon themselves to choose a day other than the one the customer choseI m a hard working individual and I don't have the time to go to *** or wherever to pay a bill that can be paid onlineAgain the day I choose is the day I choose, if they are going to choose a day other than that there should be a POP UP indicating suchAs the response says this has happen before and the reason is the statement they are referring too is no where near where you set up the paymentI'm not saying its small it is just not a noticeable statement and should be made into a pope up when a future date is selectedThey are already a monopoly, its not like I can get electricity from somewhere else, so there feeling is its my way periodIt is not fare and this time I will not be quiet about it
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 me.
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.The statement made in this response is not correct and my EXPERIAN credit report does not show that my address, SS#, or any other personal information of mine match anything related to an *** *** This tactic by the Indianapolis Power and Light company is just an excuse to tie some random individuals bill to mine! I have provided ( attached) my EXPERIAN credit report that clearly does not reflect what they are saying and these tactics should be investigated.
Regards,
*** ***
After extensive account research, the customer is correct. Due to a program problem we had with the budget billing program, this customer's account was missed & not corrected in the proper manner. Therefore, the budget portion of the account was noted incorrectly on the bill each
month beginning with the May bill through the October bills. The original incorrect bill was mailed and a few days later a corrected bill was sent to the customer, causing the confusion.We will ensure only a correct bill is sent to the customer effective 11/1/16. The customer still owes an amount of $from a prior month but we will be preparing a bill and payment statement and will go over with the customer to ensure complete understanding on her part.Our apologies for the error on our part, which led to this confusion.If any questions or if additional information is needed, please contact us. Debbie H***, IPL Customer Resolution [email protected]
This customer has continued to call into the call center and we continue to advise him of the letter we need; the format that is required and he has yet to submit it. Mr*** called IPL 6/9, 6/14, 6/20, 6/27, 6/29, 7/5, 7/7, 7/11, 8/15, 8/& 9/1. The Supervisor of the walk-in
location waited for him on 7/to review the letter to ensure the information included was correct; Mr*** did not bring in the letter as he indicated he would. We spoke with him again on 8/and 9/advising of the same information we had provided him back in June/JulyOn 8/15/16, he had stated to one of our agents that he brought the paperwork to the walk in office but nothing could be located and no record of him checking in with the Receptionist. Due to the numerous calls he has made into the call center, our payment department followed up with *** and *** Payment Tech again on 8/29/16. The response we received directly from our account representative at *** via *** Payment Tech is as follows: Please see below from *** Payment Tech: "Yes, checking account ending in *** with routing#*** is on our Negative File due to RAccount Frozen. We did receive a request on 06/15/to remove this checking account from our Negative File. However, the authorization letter provided was from the consumer (*** ***). We need a bank authorization letter for an RAccount Frozen. If you can provide us with a bank authorization letter, we would be happy to remove this account from our Negative File." Until we receive the required documentation as required by *** in the required format we are not able to assist Mr*** any further with this issue. However, Mr*** can contact our office at 317-261-and request to make a payment using his checking account number and routing number. This type of payment is not made through our website site nor is it an auto pay and goes through a different bank; therefore, we can process his payment with no issue. Please let me know if you have any questions or need additional information
Revdex.com Case ***
Hello Mr***,I'm not able to speak for *** *** or the other companies you mentioned, but no one should be made fun of. I'm very sorry that is happening to you. I do see that you received energy assistance for your IPL billAt this time, you don't have
an amount due
I can provide some insight into why your bill is higher though. There are a couple different things impacting your bill. First of all, no payment was received between 08/04/and 01/03/2018. The last few payments were as follows:01/04/$10.0008/04/$From Energy Assistance07/05/$Though you had continuous service, no payments were made in the months of September, October and November. The payment from Energy Assistance in August gave you a credit for your August bill, but each bill after that had a balance that wasn't paid. By the time your January bill printed, you had months of charges with only one $payment for that entire period.Also, the usage for the 01/11/2018 bill was higher than because of the extreme temperatures. I see that your usage from your 02/09/bill went down quite a bit from your January bill.Please let me know if you have any other questions
Thank you,
IPL Customer Services
Hello, I apologize for the delay in responding. Our legal department is currently reviewing Mr***'s complaint in conjunction with our metering departmentI have requested that we receive a response early next week. Thank you
Hello,
When an Investigator is performing a check for switched meters, there is a process. The first step is to test one of the meters they believe to be switched. Most likely what would have happened is that the Investigator booted the meter and found that the common area lights didn’t go out. That’s the first step in the process. We would need access to the other units to find out for certain what services the meter we bootedThe next step would be to test the other meters to see which lights/apartments go dark when the other meters are booted. That will complete the process from the testing side
Once the Investigator verifies all the meters, the Billing Department will take over and process any necessary adjustment to the customer who was overbilled
I understand that having to make separate appointments is frustrating. I apologize that it happened, and I will be working with the do appropriate Supervisor to address the issue. However, full access is truly needed so that we can be certain to correct any problems
Per Marion County property records, the property changed owners in 2017. I’m not sure if the current owner is a stranger, friend, or relative to the previous owner. However, IPL was made aware that the previous owner did some re-wiring. If the electrician/owner/handyman didn’t remark/correct the meter markings after the re-wiring, that may explain why there was a problem once the meters were replaced. As a Landlord myself, I would want to be certain my all tenants are being correctly as well.
We don’t want you to pay for someone else’s usage. We do need to perform a thorough investigation to make certain we make the correct changes and adjustments
I don’t see a deposit on any of the accounts that I’ve reviewed under the customer’s name. If he would like to provide an account number, I can certain look at it and review the status of the deposit. Thank you,
IPL Customer Services
In review of this account with IPL, some of the information is too old to validate, therefore our credit department has contacted the collection agency to remove this from the individuals credit report I do show that the debt was paid by the account holder in July of and was reported as
paid to the collection agency in August of 2013, but we have requested it be removed from his credit report as a courtesy We have sent this updated information to the collection agency as of today, however we cannot confirm how long it will take the credit bureau to remove this from his report We have also sent a letter to the customer via email as a confirmation that the debt has been paid in full Please let us know if you have further questions or need additional information
Revdex.com Case *** *** ***
*** * ***
*** ** ***
*** *** Hello, I reviewed this concernIPL offers two long term payment extension plans for every month period in addition to a number of short term payment arrangements. We also offer a number
of different payments options. The options include paying a representative via checking account, paying through the phone or online via check, credit card or debit card. Our Customer Service Center at NIllinois accepts cash, checks and money orders. A list of locations and ways to pay may be found at https://www.iplpower.com/Payment_and_Billing_Options/Payment_And_Billing_Options...⇄ Year to Date, our % of abandoned calls is less than 2%. In March, that percentage was less than 1% for the month. Our automated system ensures that none of our customer’s calls are blocked, though a few hang up before a Representative answersThough our system can take up to business days to post payments to the account, we request check funds from banks electronically at midnight on the day of payment. If a customer pays with a check, it is with the understanding that the customer is responsible for making sure the funds are available at the time of payment and until the payment is withdrawn from the bank*** has been on service since August, 2016. She has made valid payments during that time. Because the customer received energy assistance, we did not interrupt the service for non-payment over the winterWhen the customer’s 03/09/bill processed, it processed as a disconnect notice. The customer had until 03/31/to pay $to guarantee service. No payment was made. The service was interrupted for non-payment 04/03/at 11:04a.mA check payment was made through Kubra 04/03/at 12:p.m for $Service was restored essentially immediately 04/03/at 12:27p.mA bill printed 04/10/as a disconnect notice bill. The statement advised the customer had until 05/02/to pay the disconnect amount. However, that same day we were advised that the bank would not honor the payment of $1422.68, the amount that had been paid to restore service. We do not make arrangements on returned checks04/11/We mailed out a notice to the customer advising of the returned check and that reimbursement for the returned check was due immediately to avoid disconnect04/17/2017 No payment was received and service was interrupted for the amount of the returned checkAt a minimum, the $would need to be paid in guaranteed funds to restore service
IPL did receive her check on 9/28/16. The work order should have been written approximately days later but an error occurred and it was not written until 11/1/16. 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*** 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*** to also attend it.12/13/- Rodney J***, IPL Engineer, *** *** and Ms*** met to discuss next project steps. *** *** 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*** 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***Customer Service [email protected]
Customer *** * ***IPL Account # ***Yes, there was an error on the customer's account. Her IPL account was set up to be paid on auto-pay through our 3rd party vendor. Her January bill was issued 1/4/and then on 1/5/she ended her account but her auto pay was still
active. Her final bill amount was also the same as the her 1/4/charge - $137.37. Unfortunately, when both of those transactions occurred day apart, the auto pay function issued payment each transaction into a hold file. When the due dates occurred, both payments were sent to IPL and pulled from the customer's bank account. The customer ended the auto-pay function on 1/27/and a refund check for $was issued on 2/3/17. We extend our apologies that this occurred. Business Analyst - IPL Customer Services
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 me.
Regards,
*** ***
Hello,
I have read the customer’s concerns and will try to answer all his questions. I apologize for the confusion and for the date of the appointment. I have placed a hold on the account for the most recent bill cycle, so the customer’s services under IPL Account *** will
not be disconnected. If our Investigator determines a switched meter situation exists, we will credit the customer who was billed a higher cost incorrectly. We backdate that credit up to months unless it is determined that the switch happened more recently than that
Any time a switched meter situation is suspected, by either IPL or by the customer, our goal is to verify and correct any issues. We want to be sure we are billing the correct party for the usage he or she consumed. I’m sure that is what our customers want as well. To be certain we correct any possible errors, we sometimes need to check multiple meters. I apologize if he wasn’t told that someone would need to be present. Typically, we speak with maintenance at an apartment complex when we arrive, and they provide the access that we need
I will recommend that we provide a reminder to the customer that we’ll need access to multiple units regardless.
I understand that waiting for an investigation such as this is frustrating. Indiana experienced a long stretch of very cold days in December and January. We actually broke some records with our temperatures. Because of the cold temperatures, customers have received higher than bills. Many, many customers are concerned that their meters are not reading the consumption correctly and have requested meter investigations. As such, appointments for meter investigations are being set farther out than the norm. I’ve checked multiple times in hopes of finding a cancellation that I could slip this address into, but I’ve not been able to find one.
IPL will be on the property March to assess the situation. If switched meters are found, we will correct the information in our system and credit the customer who made more than he or she should have paid. We ask that we have access to the units and meters to perform our investigation
Thank you for your recent inquiry regarding the vegetation near the power lines at your property. Our line clearing supervisor did visit the property on Tuesday, April 5, and determined that the branches that are touching to the left of the wire are telecomm lines and not IPL lines.
I have attached a photo of the onsite visit performed on 4/5/although it may be not be very clear to see which lines are indeed touching the trees. On 3/28/our records do show that our emergency dispatch responded to a call regarding wires exposed in a tree, however our field technician reported no repairs were made that the service was found to be ok at that time. Our records do not indicate any other calls/visits regarding this issue dating back to and there were no requests for our line clearing department for this location back to 1999. At this time it is suggested to contact the telecomm provider to address the issue of their lines that are touching the trees to avoid possible cable/internet/phone issues
If you have any further questions or need additional information please feel free to contact our customer service department for assistance at 317.261.8222, Monday - Friday from 7am - 6pm
Thank you
Again, our apologies for the agent misusing the terminology for how the daily readings are gathered. The agent did use the word satellite, which is incorrect and has been referred for additional/training clarification. To set up a time for meter test when Mr*** is available, he will need to call our office at 317-261-and an agreed upon date & time will be arranged
Revdex.com Case ***I'm sorry to hear of the customer's health issues. I'm sure it is difficult to focus on finances when one is dealing with health concerns. Our records indicate that we billed a deposit on this account on 11/29/2017. We are authorized to bill deposits after either
the 2nd consecutive disconnect notice or the 3rd disconnect notice in a month period. In this case, we did not bill a deposit until the 4th disconnect notice in a month period, so we did extend some grace to the customer given the length of time she's had service with us. The disconnect notice bills are as follows:
02/27/
05/30/
09/28/
11/28/2017A deposit warning letter was sent with the September bill to advise the customer of the possibility of a deposit being billed.Billing a deposit to a customer in arrears is a bit of a double edged sword. We understand that a deposit can be a financial burden for customers who are behind on their bills. At the same time, the more behind someone gets or the more often someone is behind, the more at risk we are of not receiving funds for their final bills if a customer ends service or is disconnected for non payment.To mitigate the financial burden, we offer extension agreements, which allows the customer to pay their current bill, plus a small portion of the deposit on a monthly basis, until the deposit is paid in fullAt the moment, the customer has a balance of $203.86. Of that, $is considered past due. The customer has received an Energy Assistance pledge, so she is not in jeopardy of being disconnected at this time. The moratorium is in place until March 15th. The deposit is warranted, given the payment historyOnce a customer pays in full and on time for consecutive months or out of months, we automatically apply the deposit back to the accountWe also apply it to the account when the customer ends service. We would be happy to place the customer on a month extension if they would like to help pay her balance off over time. This is 2-months longer than the normal long term extension. She would need to contact Customer Services at 317-261-and speak to a person to request such an extension. The account has been noted to allow for the month extension. She would need to make a small, good faith payment to start the extensionPlease let me know if you have any other questions
Thank you,
IPL Customer Services
Please see attached response. Thank you
*** *** *** * *** *** *** ** *** Account *** Hello, I have reviewed Ms***’s concern and her account. A payment of $posted to her account 11/29/2017. I also see that it was set up and began processing 11/28/2017. I’m very
sorry to hear that she incurred fees from her bank as a result of her payment to IPL. I can understand her frustration as $is a substantial amount of money. However, our website does indeed advise customers that funds may be removed one business day before the payment is due. We did initiate the payment on 11/28/so that her payment would post to her account on 11/29/as she set upOur 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 *** and *** 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 website.Please let me know if you have any additional questions 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 would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
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
I continue to feel that their small outline does not warn people that they ARE going to take the money earlier than you requestedThis is suppose to be a service for the people, then why are they taking it upon themselves to choose a day other than the one the customer choseI m a hard working individual and I don't have the time to go to *** or wherever to pay a bill that can be paid onlineAgain the day I choose is the day I choose, if they are going to choose a day other than that there should be a POP UP indicating suchAs the response says this has happen before and the reason is the statement they are referring too is no where near where you set up the paymentI'm not saying its small it is just not a noticeable statement and should be made into a pope up when a future date is selectedThey are already a monopoly, its not like I can get electricity from somewhere else, so there feeling is its my way periodIt is not fare and this time I will not be quiet about it
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 me.
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.The statement made in this response is not correct and my EXPERIAN credit report does not show that my address, SS#, or any other personal information of mine match anything related to an *** *** This tactic by the Indianapolis Power and Light company is just an excuse to tie some random individuals bill to mine! I have provided ( attached) my EXPERIAN credit report that clearly does not reflect what they are saying and these tactics should be investigated.
Regards,
*** ***
After extensive account research, the customer is correct. Due to a program problem we had with the budget billing program, this customer's account was missed & not corrected in the proper manner. Therefore, the budget portion of the account was noted incorrectly on the bill each
month beginning with the May bill through the October bills. The original incorrect bill was mailed and a few days later a corrected bill was sent to the customer, causing the confusion.We will ensure only a correct bill is sent to the customer effective 11/1/16. The customer still owes an amount of $from a prior month but we will be preparing a bill and payment statement and will go over with the customer to ensure complete understanding on her part.Our apologies for the error on our part, which led to this confusion.If any questions or if additional information is needed, please contact us. Debbie H***, IPL Customer Resolution [email protected]
This customer has continued to call into the call center and we continue to advise him of the letter we need; the format that is required and he has yet to submit it. Mr*** called IPL 6/9, 6/14, 6/20, 6/27, 6/29, 7/5, 7/7, 7/11, 8/15, 8/& 9/1. The Supervisor of the walk-in
location waited for him on 7/to review the letter to ensure the information included was correct; Mr*** did not bring in the letter as he indicated he would. We spoke with him again on 8/and 9/advising of the same information we had provided him back in June/JulyOn 8/15/16, he had stated to one of our agents that he brought the paperwork to the walk in office but nothing could be located and no record of him checking in with the Receptionist. Due to the numerous calls he has made into the call center, our payment department followed up with *** and *** Payment Tech again on 8/29/16. The response we received directly from our account representative at *** via *** Payment Tech is as follows: Please see below from *** Payment Tech: "Yes, checking account ending in *** with routing#*** is on our Negative File due to RAccount Frozen. We did receive a request on 06/15/to remove this checking account from our Negative File. However, the authorization letter provided was from the consumer (*** ***). We need a bank authorization letter for an RAccount Frozen. If you can provide us with a bank authorization letter, we would be happy to remove this account from our Negative File." Until we receive the required documentation as required by *** in the required format we are not able to assist Mr*** any further with this issue. However, Mr*** can contact our office at 317-261-and request to make a payment using his checking account number and routing number. This type of payment is not made through our website site nor is it an auto pay and goes through a different bank; therefore, we can process his payment with no issue. Please let me know if you have any questions or need additional information
Revdex.com Case ***
Hello Mr***,I'm not able to speak for *** *** or the other companies you mentioned, but no one should be made fun of. I'm very sorry that is happening to you. I do see that you received energy assistance for your IPL billAt this time, you don't have
an amount due
I can provide some insight into why your bill is higher though. There are a couple different things impacting your bill. First of all, no payment was received between 08/04/and 01/03/2018. The last few payments were as follows:01/04/$10.0008/04/$From Energy Assistance07/05/$Though you had continuous service, no payments were made in the months of September, October and November. The payment from Energy Assistance in August gave you a credit for your August bill, but each bill after that had a balance that wasn't paid. By the time your January bill printed, you had months of charges with only one $payment for that entire period.Also, the usage for the 01/11/2018 bill was higher than because of the extreme temperatures. I see that your usage from your 02/09/bill went down quite a bit from your January bill.Please let me know if you have any other questions
Thank you,
IPL Customer Services
Hello, I apologize for the delay in responding. Our legal department is currently reviewing Mr***'s complaint in conjunction with our metering departmentI have requested that we receive a response early next week. Thank you
Hello,
When an Investigator is performing a check for switched meters, there is a process. The first step is to test one of the meters they believe to be switched. Most likely what would have happened is that the Investigator booted the meter and found that the common area lights didn’t go out. That’s the first step in the process. We would need access to the other units to find out for certain what services the meter we bootedThe next step would be to test the other meters to see which lights/apartments go dark when the other meters are booted. That will complete the process from the testing side
Once the Investigator verifies all the meters, the Billing Department will take over and process any necessary adjustment to the customer who was overbilled
I understand that having to make separate appointments is frustrating. I apologize that it happened, and I will be working with the do appropriate Supervisor to address the issue. However, full access is truly needed so that we can be certain to correct any problems
Per Marion County property records, the property changed owners in 2017. I’m not sure if the current owner is a stranger, friend, or relative to the previous owner. However, IPL was made aware that the previous owner did some re-wiring. If the electrician/owner/handyman didn’t remark/correct the meter markings after the re-wiring, that may explain why there was a problem once the meters were replaced. As a Landlord myself, I would want to be certain my all tenants are being correctly as well.
We don’t want you to pay for someone else’s usage. We do need to perform a thorough investigation to make certain we make the correct changes and adjustments
I don’t see a deposit on any of the accounts that I’ve reviewed under the customer’s name. If he would like to provide an account number, I can certain look at it and review the status of the deposit. Thank you,
IPL Customer Services
In review of this account with IPL, some of the information is too old to validate, therefore our credit department has contacted the collection agency to remove this from the individuals credit report I do show that the debt was paid by the account holder in July of and was reported as
paid to the collection agency in August of 2013, but we have requested it be removed from his credit report as a courtesy We have sent this updated information to the collection agency as of today, however we cannot confirm how long it will take the credit bureau to remove this from his report We have also sent a letter to the customer via email as a confirmation that the debt has been paid in full Please let us know if you have further questions or need additional information
Revdex.com Case *** *** ***
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*** *** Hello, I reviewed this concernIPL offers two long term payment extension plans for every month period in addition to a number of short term payment arrangements. We also offer a number
of different payments options. The options include paying a representative via checking account, paying through the phone or online via check, credit card or debit card. Our Customer Service Center at NIllinois accepts cash, checks and money orders. A list of locations and ways to pay may be found at https://www.iplpower.com/Payment_and_Billing_Options/Payment_And_Billing_Options...⇄ Year to Date, our % of abandoned calls is less than 2%. In March, that percentage was less than 1% for the month. Our automated system ensures that none of our customer’s calls are blocked, though a few hang up before a Representative answersThough our system can take up to business days to post payments to the account, we request check funds from banks electronically at midnight on the day of payment. If a customer pays with a check, it is with the understanding that the customer is responsible for making sure the funds are available at the time of payment and until the payment is withdrawn from the bank*** has been on service since August, 2016. She has made valid payments during that time. Because the customer received energy assistance, we did not interrupt the service for non-payment over the winterWhen the customer’s 03/09/bill processed, it processed as a disconnect notice. The customer had until 03/31/to pay $to guarantee service. No payment was made. The service was interrupted for non-payment 04/03/at 11:04a.mA check payment was made through Kubra 04/03/at 12:p.m for $Service was restored essentially immediately 04/03/at 12:27p.mA bill printed 04/10/as a disconnect notice bill. The statement advised the customer had until 05/02/to pay the disconnect amount. However, that same day we were advised that the bank would not honor the payment of $1422.68, the amount that had been paid to restore service. We do not make arrangements on returned checks04/11/We mailed out a notice to the customer advising of the returned check and that reimbursement for the returned check was due immediately to avoid disconnect04/17/2017 No payment was received and service was interrupted for the amount of the returned checkAt a minimum, the $would need to be paid in guaranteed funds to restore service
IPL did receive her check on 9/28/16. The work order should have been written approximately days later but an error occurred and it was not written until 11/1/16. 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*** 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*** to also attend it.12/13/- Rodney J***, IPL Engineer, *** *** and Ms*** met to discuss next project steps. *** *** 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*** 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***Customer Service [email protected]