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 ssn. My name was changed cause somebody was messing with my account years ago. I 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 bills. Same person either way. When I call I say [redacted]
Tell us why here...Revdex.com Case 10959375S[redacted]
[redacted]
[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...
review. The message that read, “A payment of $238.10 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, $73.72. 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 11/19/2015 in order to avoid a late fee. It 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 date. Please 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 11/19/2015 to avoid disconnection. This was an error on our part. I 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 $30.00 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 addressed. Please let me know if I can provide any additional information. Thank you,Jamie__________________________________Jamie [redacted]Administrative AssistantDesk: [redacted]Cell: [redacted]
Revdex.com Case [redacted]Account [redacted]Ms. [redacted] service was disconnected on 08/10/2015 at 10:42 AM due to nonpayment. The payment was made on 08/10/2015 at 10:46 and the reconnect order was issued. IPL makes every...
effort to restore the service the same day by 9:00 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 9:00 PMPM the next business day as long as IPL has safe and clear access.Ms. [redacted] service was restored on 8/11/2015 at 2:30, well within these guidelines. I 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
Account [redacted]
Hello,
I have reviewed Ms. [redacted]'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 3 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 3 lights have been on in the evenings when I've driven by. Additionally, we set the two at [redacted] [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 317-261-8111 when she sees the light out. The Trouble Dept is open 24/7.
We've checked each of the lights and they are all in working order at this time. Thank you,
Our records indicate we received no contact from [redacted] re: disconnecting service at [redacted] until 1/7/16, which was completed at that time. Our records also show she & Mr. [redacted] assumed the electric bill on [redacted] on 11/11/15. As a courtesy, we can...
cancel the charges on [redacted] back to the reading date of 11/19/15; this will result in a credit of $216.57, which can be transferred to the new account number [redacted].If you have any questions or need additional information, please let us know. Debbie H[redacted]Customer Service Support317-261-8413 (office)Debbie.h[redacted]@aes.com
Revdex.com Case [redacted] [redacted] [redacted] Account [redacted] Hello, I have reviewed the case and found the following: This address is owned by L[redacted]. The service was in the name of [redacted] from 06/11/2008 until...
06/21/2011 and then again from 08/18/2014 to 07/12/2017 when it was interrupted for non- payment. From 06/21/2011 to 08/18/2014, service was in the name of [redacted], who authorized [redacted] on her account. Our research indicates that [redacted] is the son of [redacted]. [redacted] authorized [redacted] on her account as her fiancé. Shortly after Ms. [redacted] was disconnected for non-payment, her fiancé contacted us to start service at the same address. Everyone who has been on service at this address since 2008 has been linked. Our Credit Department found the connection and advised that all bills needed to be paid. We did not transfer any balances; we just asked via writing that the accounts be paid to continue service. When the bills remained unpaid, IPL ended service at this address. If Mr. [redacted] has information proving that he lived elsewhere during the time the service was in Ms. [redacted]’s name, we would be happy to review it. At this point, in addition to Ms. [redacted]’s outstanding balance of $724, Mr. [redacted] has an outstanding balance of $167.88. Thank you, IPL Customer Services
Re: [redacted] 01/04/2017 [redacted] calls to say a $10 a payment was made and Mom , [redacted], is on oxygen. He paid [redacted]’s account instead of [redacted]’s. 01/24/2017 Payment for $320.45 returned/no such checking account number 02/06/2017 Payment for $325.00 returned/listed as unauthorized....
02/09/2017 Medical Alert Forms for [redacted] are requested again. 02/13/2017 Service Interrupted for non-payment/returned checks. 02/21/2017 IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from 2014 using only her account information and not reviewing service address. 02/21/2017 [redacted] calls for service. He has an outstanding balance of around $600 from a previous location. He is also told could start new service if he pays half his outstanding balance. This is also without reviewing service address information. 02/21/2017 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 employee. 02/21/2017 IPL discovered [redacted] passed away 09/12/2016. Also discovered that [redacted], [redacted] and [redacted] are linked. 02/23/2017 [redacted] calls again for service. Other 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 3 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 involved. A representative did order the service on and in [redacted]’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.
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]
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 2014 to present. I have attached the usage/charge history for your meter at this location from...
September 2014 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 115.00 - 120.00 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 72-74 and increasing a degree or 2 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 317.261.8222. Thank you
After having reviewed Mr. [redacted] usage, I found where the apartment is heated electrically. I have included the past 60 days of daily kWh so that you can see how it varies due to the weather. I've also included a copy of his 12/16 bill, which shows the average high & low temperatures...
for the current billing period, the prior month and the same period last year. The temperatures were lower which would cause the usage to be higher, unless the thermostat temperature is set lower.If Mr. [redacted] would like his meter to be tested, he can contact our office and that can be set up. However, if the temperatures increase, his usage will decrease so it won't be the exact same setting as his original complaint period.Also, Mr. [redacted] meter is not read via satellite; this is the same meter technology we have used since 1999. It is cellular based and we receive readings daily from his meter.If there are other questions, please let us know.Deborah H[redacted], Customer Service Support IPL
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] asked. I have emailed as well as hand delivered. Even 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 needed. It contained the rounting and account number. I 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 together. Even 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 enough. No income and hard to get transportation to location and they are refusing the only card I have to make payment with. I do not have the extra funds to pay additional fees. I have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were denied. Also 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 asked. One failed payment and my account is blocked? No second chances? Especially not my fault.
Regards,
[redacted]
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 03/19/2018. 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: 100.04
Full load: 99.99
Reading: 21763
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 2 consecutive disconnect notice bills or 3 disconnect notice bill in a 12 month period.
This customer received disconnect notice bills for the following months:
October, 2017
November, 2017
**We could have billed the deposit at this time.
December, 2017
**We could also have billed the deposit here as this was the 3rd disconnect notice bill within 12 months
February, 2018 (This bill included a disconnect warning notice letter)--3rd delay in billing the deposit.
April, 2018 (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 3 or 4 months long. In this particular case, we set up a 6 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 customer. Please let me know if you have any additional questions.Thank you,IPL Customer Services
Revdex.com Complaint [redacted] [redacted]
[redacted] [redacted]
[redacted] Account [redacted] Hello, I have reviewed Mr. [redacted]s complaint and account. Mr. [redacted] ended service with us 11/10/2017, and has an outstanding bill of $154.84 with IPL at this...
time. I found that Mr. [redacted] has made two payments to us that have been returned. The first was a payment of $124.54 that posted to his account 08/08/2017. The bank advised us that the payment made 08/08/2017 was made through a non-transaction account and would not honor the payment. The second payment posted to his account 09/15/2017 for $195.21. It was returned by the bank 09/21/2017. The reason the bank listed was non-sufficient funds. Each time the payments were not honored, IPL mailed out a notice advising the customer of the returned payment and advised that immediate payment to cover the returned payment was needed to avoid disconnection. When payment hadn’t posted by midnight 09/26/2017, a disconnect order was created in our system and worked around 11:00 a.m. 09/27/2017. A payment of $195.21 was processed on 09/27/2017 at 4:54p.m. to cover the returned payment. At that time, the system processed a reconnect order. It is our goal to restore service as soon as possible, and our Field Technicians work until 9:00p.m. in an effort to restore as many people as possible the same day. At times, that isn’t possible. If we are unable to restore the service the same day, that customer is made a priority for the following day and service is restored assuming we have safe access to the meter. Service for Mr. [redacted] was restored the following afternoon (09/28/2017). Not having power overnight is definitely frustrating, so I can understand why he was upset. Both payments were initiated and processed by the customer, so there is no question of an error on the part of an IPL employee. It is possible that the customer transposed a digit or gave old checking account number. The bank may have made an error. I’m not certain what exactly happened, but I do know that the bank did indeed notify us that Mr. [redacted]s payment would not be honored due to non-sufficient funds. Please let me know if you have any other questions. Thank you, IPL Customer Services
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 pop-up box 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 fee. To 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 offerings. Thank you, IPL Customer Services
I have reviewed the customer’s account and found the following:
Our records indicate the customer has an electric heat source.
Our records indicate the customer has been on service here...
since March, 2017. As such, the customer doesn’t yet have an established pattern of usage at this address, especially during the winter months.
Indianapolis experienced many, many extremely cold days over the winter. We’re still experiencing cooler than normal temperatures.
We read the meter to every night electronically around midnight. There is no indication, based on the readings, that there is a problem with the meter. We have safeguards in place notify us of possible errors on a daily and monthly basis. We also have a team of people who manually review bills that are significantly higher or lower than either the month before or the year before.
There has been only one month where charges before taxes have been $200 or more. The two highest bills I see are the 01/17/2018 and 02/14/2018 bills, which makes sense as they were the coldest months. The 01/17/2018 bill was actually for 34 days and included some of the coldest temperatures Indianapolis had over the winter.
The customer’s service was also disconnected for non-payment April 6, 2018. Disconnect and reconnect fees are no insignificant and play a role in increasing the bills that customers receive. I would urge Skyler to review due dates closely, and especially those due dates on disconnect notice bills. In reviewing the account, I see multiple disconnects for non-payment. IPL offers both short and long term extensions to assist customers who need additional time to make payments. We hope that our customers utilize those extensions that we offer. The customer has carried an outstanding balance with us since beginning service. Late fees are assessed each month for any outstanding balances owed. Those add up quickly as well. Paying the bill on time in and full will save the customer a substantial amount of money over time.
I have attached the customer’s account summary, which shows charges, payments and balance information. I have also attached the customer’s 90-day usage history as well to show what the customer uses on a daily basis. The customer can also utilize Powerview at IPLPower.com to view daily usage. Also attached is information about our most recent December and January.
I hope this information is useful.
I have reviewed the account and found the following: Revdex.com Concern [redacted]Account #[redacted]Meter # [redacted] The customer’s heat source is electric. This is the first winter season since IPL’s rate change effective March 31, 2016. The usage is in line with...
previous winters. In fact, the usage for February, 2017 is significantly lower than previous winters. Although the January 2017 usage is considerably higher than February’s usage, it is still lower than or comparable to many of the past winter months at this address. The meter reading is not estimated. The meter is read every night around midnight via cellular technology. Heat is a huge part of one’s utility consumption. I’ve attached a 60 day kwh history along with the daily temperatures for those days. You’ll see a direct correlation between usage and temperature. The colder it is, the more the customer uses. My daily records go back just 60 days, so I wasn’t able to capture the daily usage for several of the days in the January billing cycle. However, there were some very cold days during that time, so I’ve copied the daily temperatures into the spreadsheet as well for reference.The customer could consider going on budget to stabilize her bill if she chooses. At this point, her budget amount would be $172 a month. We do review budgets on a quarterly basis to verify accuracy.Please let me know if you have any additional questions. TammyIPL Business Analyst
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 4/8/16. I apologize for any confusion and thank you for your patience while we cleared that matter up.
Good afternoon Mr. [redacted],I have reviewed the document you provided from Experian, however this document would not be a valid confirmation as it does not contain your social security number, middle name and/or middle initial or a dob to confirm identification. I have attached the social security card and photo id, redacted for your security, that you provided in our office. This documentation is invalid as due to the middle name is not a match between the two pieces of identification. We would need a valid government issued photo id along with a valid social security card to confirm your full name and date of birth, a birth certificate would be an added piece of documentation to confirm your identity. Thank you
BB Complaint [redacted] [redacted] [redacted] Account [redacted] On 05/22/2015 we noticed that Mr. [redacted] meter was readingalmost zero usage. This is very unlikely in an occupied property and a meterinvestigation was order to confirm this. On 06/08/2015...
our technician confirmed that the meter hadstopped and installed a working meter accordingly. Per 170 IAC 4-1-14Billing we arepermitted to make billing adjustments for up to 12 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 furtherinformation. Please let me know if I can provide any additional information.
Customer [redacted] [redacted] had also filed a complaint with IURC and response was sent to them on 1/31/17. Here is the information sent to the IURC on 1/31/17 along with several attachments of information:1. The home/residence is heated electrically -...
baseboard heat 2. This is the 1st winter season of bills since IPL’s rates changed 3/31/16 3. I’ve attached a copy of the 1/17 bill showing the average high & low temperatures for the current period & the previous period; the current period quite a bit lower 4. A copy of the daily readings for the past 60 days; most days showing well over 100 kWh and a few exceeding 300 kWh; I’ve noted the high & low actual temps next to some of the high & low usage days as there is a correlation 5. A copy of the 36 month kWh history for this customer; usage is in line with prior winter periods; in fact, 1/17 + 12/16 kWh less than 1/15 + 12/14 kWh but charges are more due to 3/31/16 rate change. 6. A copy of the actual high & low temperatures taken from the National Weather Service; many days were in low teens or single digits 7. 1/4/17 – customer payment created $186.15 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 8. 1/12/17 – Customer’s 12 month settle up bill issued – it is attached. a. She did have a small credit balance as of the 11/16 bill – I’ve attached the 10/16-12/16 bills. 9. 1/17/17 – 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. 10. 1/26/17 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 11. 1/26/17 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. 12. 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 6 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 ssn. My name was changed cause somebody was messing with my account years ago. I 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 bills. Same person either way. When I call I say [redacted]
Tell us why here...Revdex.com Case 10959375S[redacted]
[redacted]
[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...
review. The message that read, “A payment of $238.10 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, $73.72. 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 11/19/2015 in order to avoid a late fee. It 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 date. Please 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 11/19/2015 to avoid disconnection. This was an error on our part. I 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 $30.00 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 addressed. Please let me know if I can provide any additional information. Thank you,Jamie__________________________________Jamie [redacted]Administrative AssistantDesk: [redacted]Cell: [redacted]
Revdex.com Case [redacted]Account [redacted]Ms. [redacted] service was disconnected on 08/10/2015 at 10:42 AM due to nonpayment. The payment was made on 08/10/2015 at 10:46 and the reconnect order was issued. IPL makes every...
effort to restore the service the same day by 9:00 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 9:00 PMPM the next business day as long as IPL has safe and clear access.Ms. [redacted] service was restored on 8/11/2015 at 2:30, well within these guidelines. I 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 Case [redacted]
[redacted] [redacted]
Account [redacted]
Hello,
I have reviewed Ms. [redacted]'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 3 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 3 lights have been on in the evenings when I've driven by. Additionally, we set the two at [redacted] [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 317-261-8111 when she sees the light out. The Trouble Dept is open 24/7.
We've checked each of the lights and they are all in working order at this time. Thank you,
IPL Customer Services
Our records indicate we received no contact from [redacted] re: disconnecting service at [redacted] until 1/7/16, which was completed at that time. Our records also show she & Mr. [redacted] assumed the electric bill on [redacted] on 11/11/15. As a courtesy, we can...
cancel the charges on [redacted] back to the reading date of 11/19/15; this will result in a credit of $216.57, which can be transferred to the new account number [redacted].If you have any questions or need additional information, please let us know. Debbie H[redacted]Customer Service Support317-261-8413 (office)Debbie.h[redacted]@aes.com
Revdex.com Case [redacted] [redacted] [redacted] Account [redacted] Hello, I have reviewed the case and found the following: This address is owned by L[redacted]. The service was in the name of [redacted] from 06/11/2008 until...
06/21/2011 and then again from 08/18/2014 to 07/12/2017 when it was interrupted for non- payment. From 06/21/2011 to 08/18/2014, service was in the name of [redacted], who authorized [redacted] on her account. Our research indicates that [redacted] is the son of [redacted]. [redacted] authorized [redacted] on her account as her fiancé. Shortly after Ms. [redacted] was disconnected for non-payment, her fiancé contacted us to start service at the same address. Everyone who has been on service at this address since 2008 has been linked. Our Credit Department found the connection and advised that all bills needed to be paid. We did not transfer any balances; we just asked via writing that the accounts be paid to continue service. When the bills remained unpaid, IPL ended service at this address. If Mr. [redacted] has information proving that he lived elsewhere during the time the service was in Ms. [redacted]’s name, we would be happy to review it. At this point, in addition to Ms. [redacted]’s outstanding balance of $724, Mr. [redacted] has an outstanding balance of $167.88. Thank you, IPL Customer Services
Re: [redacted] 01/04/2017 [redacted] calls to say a $10 a payment was made and Mom , [redacted], is on oxygen. He paid [redacted]’s account instead of [redacted]’s. 01/24/2017 Payment for $320.45 returned/no such checking account number 02/06/2017 Payment for $325.00 returned/listed as unauthorized....
02/09/2017 Medical Alert Forms for [redacted] are requested again. 02/13/2017 Service Interrupted for non-payment/returned checks. 02/21/2017 IPL advised that [redacted] could start new service if she paid half her outstanding balance (approximately $220) from 2014 using only her account information and not reviewing service address. 02/21/2017 [redacted] calls for service. He has an outstanding balance of around $600 from a previous location. He is also told could start new service if he pays half his outstanding balance. This is also without reviewing service address information. 02/21/2017 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 employee. 02/21/2017 IPL discovered [redacted] passed away 09/12/2016. Also discovered that [redacted], [redacted] and [redacted] are linked. 02/23/2017 [redacted] calls again for service. Other 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 3 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 involved. A representative did order the service on and in [redacted]’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.
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]
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 2014 to present. I have attached the usage/charge history for your meter at this location from...
September 2014 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 115.00 - 120.00 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 72-74 and increasing a degree or 2 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 317.261.8222. Thank you
After having reviewed Mr. [redacted] usage, I found where the apartment is heated electrically. I have included the past 60 days of daily kWh so that you can see how it varies due to the weather. I've also included a copy of his 12/16 bill, which shows the average high & low temperatures...
for the current billing period, the prior month and the same period last year. The temperatures were lower which would cause the usage to be higher, unless the thermostat temperature is set lower.If Mr. [redacted] would like his meter to be tested, he can contact our office and that can be set up. However, if the temperatures increase, his usage will decrease so it won't be the exact same setting as his original complaint period.Also, Mr. [redacted] meter is not read via satellite; this is the same meter technology we have used since 1999. It is cellular based and we receive readings daily from his meter.If there are other questions, please let us know.Deborah H[redacted], Customer Service Support IPL
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] asked. I have emailed as well as hand delivered. Even 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 needed. It contained the rounting and account number. I 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 together. Even 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 enough. No income and hard to get transportation to location and they are refusing the only card I have to make payment with. I do not have the extra funds to pay additional fees. I have been disconnected once without recieving proper notice, after several attempts to make payments but were later told they were denied. Also 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 asked. One failed payment and my account is blocked? No second chances? Especially not my fault.
Regards,
[redacted]
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 03/19/2018. 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: 100.04
Full load: 99.99
Reading: 21763
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 2 consecutive disconnect notice bills or 3 disconnect notice bill in a 12 month period.
This customer received disconnect notice bills for the following months:
October, 2017
November, 2017
**We could have billed the deposit at this time.
December, 2017
**We could also have billed the deposit here as this was the 3rd disconnect notice bill within 12 months
February, 2018 (This bill included a disconnect warning notice letter)--3rd delay in billing the deposit.
April, 2018 (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 3 or 4 months long. In this particular case, we set up a 6 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 customer. Please let me know if you have any additional questions.Thank you,IPL Customer Services
Revdex.com Complaint [redacted] [redacted]
[redacted] [redacted]
[redacted] Account [redacted] Hello, I have reviewed Mr. [redacted]s complaint and account. Mr. [redacted] ended service with us 11/10/2017, and has an outstanding bill of $154.84 with IPL at this...
time. I found that Mr. [redacted] has made two payments to us that have been returned. The first was a payment of $124.54 that posted to his account 08/08/2017. The bank advised us that the payment made 08/08/2017 was made through a non-transaction account and would not honor the payment. The second payment posted to his account 09/15/2017 for $195.21. It was returned by the bank 09/21/2017. The reason the bank listed was non-sufficient funds. Each time the payments were not honored, IPL mailed out a notice advising the customer of the returned payment and advised that immediate payment to cover the returned payment was needed to avoid disconnection. When payment hadn’t posted by midnight 09/26/2017, a disconnect order was created in our system and worked around 11:00 a.m. 09/27/2017. A payment of $195.21 was processed on 09/27/2017 at 4:54p.m. to cover the returned payment. At that time, the system processed a reconnect order. It is our goal to restore service as soon as possible, and our Field Technicians work until 9:00p.m. in an effort to restore as many people as possible the same day. At times, that isn’t possible. If we are unable to restore the service the same day, that customer is made a priority for the following day and service is restored assuming we have safe access to the meter. Service for Mr. [redacted] was restored the following afternoon (09/28/2017). Not having power overnight is definitely frustrating, so I can understand why he was upset. Both payments were initiated and processed by the customer, so there is no question of an error on the part of an IPL employee. It is possible that the customer transposed a digit or gave old checking account number. The bank may have made an error. I’m not certain what exactly happened, but I do know that the bank did indeed notify us that Mr. [redacted]s payment would not be honored due to non-sufficient funds. Please let me know if you have any other questions. Thank you, IPL Customer Services
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 pop-up box 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 fee. To 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 offerings. Thank you, IPL Customer Services
Revdex.com Case [redacted]
[redacted]
I have reviewed the customer’s account and found the following:
Our records indicate the customer has an electric heat source.
Our records indicate the customer has been on service here...
since March, 2017. As such, the customer doesn’t yet have an established pattern of usage at this address, especially during the winter months.
Indianapolis experienced many, many extremely cold days over the winter. We’re still experiencing cooler than normal temperatures.
We read the meter to every night electronically around midnight. There is no indication, based on the readings, that there is a problem with the meter. We have safeguards in place notify us of possible errors on a daily and monthly basis. We also have a team of people who manually review bills that are significantly higher or lower than either the month before or the year before.
There has been only one month where charges before taxes have been $200 or more. The two highest bills I see are the 01/17/2018 and 02/14/2018 bills, which makes sense as they were the coldest months. The 01/17/2018 bill was actually for 34 days and included some of the coldest temperatures Indianapolis had over the winter.
The customer’s service was also disconnected for non-payment April 6, 2018. Disconnect and reconnect fees are no insignificant and play a role in increasing the bills that customers receive. I would urge Skyler to review due dates closely, and especially those due dates on disconnect notice bills. In reviewing the account, I see multiple disconnects for non-payment. IPL offers both short and long term extensions to assist customers who need additional time to make payments. We hope that our customers utilize those extensions that we offer. The customer has carried an outstanding balance with us since beginning service. Late fees are assessed each month for any outstanding balances owed. Those add up quickly as well. Paying the bill on time in and full will save the customer a substantial amount of money over time.
I have attached the customer’s account summary, which shows charges, payments and balance information. I have also attached the customer’s 90-day usage history as well to show what the customer uses on a daily basis. The customer can also utilize Powerview at IPLPower.com to view daily usage. Also attached is information about our most recent December and January.
I hope this information is useful.
Thank you,
IPL Customer Services
I have reviewed the account and found the following: Revdex.com Concern [redacted]Account #[redacted]Meter # [redacted] The customer’s heat source is electric. This is the first winter season since IPL’s rate change effective March 31, 2016. The usage is in line with...
previous winters. In fact, the usage for February, 2017 is significantly lower than previous winters. Although the January 2017 usage is considerably higher than February’s usage, it is still lower than or comparable to many of the past winter months at this address. The meter reading is not estimated. The meter is read every night around midnight via cellular technology. Heat is a huge part of one’s utility consumption. I’ve attached a 60 day kwh history along with the daily temperatures for those days. You’ll see a direct correlation between usage and temperature. The colder it is, the more the customer uses. My daily records go back just 60 days, so I wasn’t able to capture the daily usage for several of the days in the January billing cycle. However, there were some very cold days during that time, so I’ve copied the daily temperatures into the spreadsheet as well for reference.The customer could consider going on budget to stabilize her bill if she chooses. At this point, her budget amount would be $172 a month. We do review budgets on a quarterly basis to verify accuracy.Please let me know if you have any additional questions. TammyIPL Business Analyst
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 4/8/16. I apologize for any confusion and thank you for your patience while we cleared that matter up.
Good afternoon Mr. [redacted],I have reviewed the document you provided from Experian, however this document would not be a valid confirmation as it does not contain your social security number, middle name and/or middle initial or a dob to confirm identification. I have attached the social security card and photo id, redacted for your security, that you provided in our office. This documentation is invalid as due to the middle name is not a match between the two pieces of identification. We would need a valid government issued photo id along with a valid social security card to confirm your full name and date of birth, a birth certificate would be an added piece of documentation to confirm your identity. Thank you
BB Complaint [redacted] [redacted] [redacted] Account [redacted] On 05/22/2015 we noticed that Mr. [redacted] meter was readingalmost zero usage. This is very unlikely in an occupied property and a meterinvestigation was order to confirm this. On 06/08/2015...
our technician confirmed that the meter hadstopped and installed a working meter accordingly. Per 170 IAC 4-1-14Billing we arepermitted to make billing adjustments for up to 12 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 furtherinformation. Please let me know if I can provide any additional information.
Customer [redacted] [redacted] had also filed a complaint with IURC and response was sent to them on 1/31/17. Here is the information sent to the IURC on 1/31/17 along with several attachments of information:1. The home/residence is heated electrically -...
baseboard heat 2. This is the 1st winter season of bills since IPL’s rates changed 3/31/16 3. I’ve attached a copy of the 1/17 bill showing the average high & low temperatures for the current period & the previous period; the current period quite a bit lower 4. A copy of the daily readings for the past 60 days; most days showing well over 100 kWh and a few exceeding 300 kWh; I’ve noted the high & low actual temps next to some of the high & low usage days as there is a correlation 5. A copy of the 36 month kWh history for this customer; usage is in line with prior winter periods; in fact, 1/17 + 12/16 kWh less than 1/15 + 12/14 kWh but charges are more due to 3/31/16 rate change. 6. A copy of the actual high & low temperatures taken from the National Weather Service; many days were in low teens or single digits 7. 1/4/17 – customer payment created $186.15 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 8. 1/12/17 – Customer’s 12 month settle up bill issued – it is attached. a. She did have a small credit balance as of the 11/16 bill – I’ve attached the 10/16-12/16 bills. 9. 1/17/17 – 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. 10. 1/26/17 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 11. 1/26/17 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. 12. 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 6 months