Sacramento Municipal Utility District

Review: In April 2012 my boyfriend's([redacted]) grandmother ([redacted]) passed away,at this time she owned 2 adjacent duplexes. SMUD was notified of her passing it was undecided who would be living in the duplexes since there was no will. My boyfriend whom was living in one of the duplexes put both duplexes electrical services I his name. In early September 2013 my boyfriends uncle ([redacted]) passed away whom had been living at one of the duplexes shortly there after in November 2013 my boyfriend passed away. SMUD was notified and combined both the duplexes bill onto mine. They felt I was responsible for both duplexes since I had been helping with his grandmother until her passing. I truly feel Im not responsible for the bill. Im now a single mom raising the 2 children my boyfriend left behind I could never afford to pay it.Desired Settlement: Would like the $1300 removed from my SMUD bill.

Business

Response:

I had the pleasure in speaking with [redacted] regarding her service. She currently is without power, has an active CVF and a balance due of $2,005.28. I contacted research regarding Mrs. [redacted] account, and it’s been confirmed that the total charges due are all valid charges based on benefit of service. Mrs. [redacted] has lived at both locations where electric charges have been incurred. I have called Mrs. [redacted] back to discuss options to reconnect service. I have left 2 messages and will call back again today. Please let me know if you have any questions or concerns.

Consumer

Response:

2andI am rejecting this response because:

Wantd to get h3 econnecting services.

Review: I rented my Rancho Cordova home to my daughter while she finished Law School. She was over 18 the entire time she lived in this rental. She put the SMUD account in her name and by the end of Law School, the Bar, and the job search, she had a balance due. She was forced to move to Fresno for her first job so she tried to transfer the account to her roommate, intending to pay off her share of the bill later. But when SMUD found out that her mother owned the home they held the account hostage, refusing to transfer it to the current tenant. As a result, my tenant was without power during a heatwave. After forcing us to wait over a week for power, SMUD informed me that they were always going to insist on an inspection prior to transferring the account.Why am I being punished along with my current and future tenants for a balance due owed by a legal adult?Desired Settlement: I want SMUD to state, in writing, that my tenants will be allowed to transfer the account without an "inspection" of the property that will delay any future transfers by weeks. My daughter no longer lives in the home and my tenants should not be subjected to temperature extremes without power simply because SMUG wants to continue their strong arm collection policies.

Business

Response:

One of our Supervisors contacted SMUD customer Ms. Lori [redacted]. while speaking with Ms. [redacted], our Supervisor apologized that the incorrect message was conveyed to her. Our Supervisor assured Ms. [redacted] of our correct policy and procedure around her situation.

Review: Since SMUD has changed over to its newly designed website in the past year they are providing less usage and cost information for the current billing cycle. Keep in mind this information prior to the new website was updated daily and readily available when one logged in to [redacted] I use this information for my monthly budget and my utility cost is a significant part of my monthly expenses. I have emailed them several times but they have not budged on this issue. They say they are working to improve the website but they still will not provide this information in a concise format even though the website has been changed a few times in past months. With their Smart Meter connected to our homes they have access to real time usage and could easily provide this information but chose to wait until you are billed to provide detailed usage and cost information.Desired Settlement: I would like to know why they are not providing this useful information that is readily available to them and used by consumers to maintain their monthly/yearly budgets. And I would like them to provide asap current usage and cost information when we login to our SMUD account for the current billing period updated on a daily basis like was provided before the new website.

Thank you for your time and concern.

Business

Response:

Thank you for referring this customer to us for resolution. We appreciate the time you took to communicate with us and will contact the customer directly to resolve their concerns. Please feel free to contact me directly at ([redacted] should you have any additional questions. Best regards, [redacted].

Review: Our electrical power was shut off at around 4pm today. SMUD insists that a my husband called to shut the power off at around 3pm because "he moved out". Take note that my husband was at a [redacted] clinic at 3pm for an appointment. From the clinic front desk he called me at work a little past 3pm to inform and request me to reschedule his appointment because of a clinic scheduling problem. I called SMUD @ [redacted], answered by a rep. who after a few minutes gave me the information stated above as the reason for discontinuance of our electrical service. I am aghast that this can happen that "someone" called and our electricity was discontinued just like that. They asked for my name, my address, my home telephone number, my SMUD account #, as well as our electric meter #. The last two queeries I could not provide an answer since I was at work taking care of my patient in the operating room. I was told they need my husband, the primary account holder on the line. I told them I was at work and my husband was probably between his hospital appointment and wherever else he needed to go and could not get to the phone. I asked for a Supervisor and insisted for the power to be turned back on. The supervisor said, he can only turn the power on under my name. He gave instruction on what to do in the next half hour for the power to turn on. I told him again I was at work and could not perform his instruction until I get hold of someone at home. Luckily, I was able to get hold of our son to do as I was directed.To top it all, we are instructed to go to SMUD @ [redacted] by tomorrow so that the office can verify who we are. It is not funny that SMUD shuts off our electricity by a "someone" who called them, and we, as homeowners to this house, we built and resided continuously since 1990 are obligated despite our work/appointment schedules to verify ourselves as the real account holders. What happened to the history of our payments to the company for the last 24 years? VERY FRUSTRATING, UNACCEPTABLE !!!Desired Settlement: At the outset, I told the SMUD representative that my husband and I were out of the country for a medical mission /vacation for the month of March and could it be possible that it was because we were late in payment but as soon as I realized I sent the payment via e-payment; since I was on e-billing. SMUD stated late payment was not the reason to interrupt service, If so, an inquiry why and how it happened. How can it be prevented. The rationale why after 24 years of paying our account we have..

Business

Response:

A SMUD Representative researched the customer’s concerns and discovered a SMUD error. Our Representative contacted Ms. [redacted] and explained what happened and made the necessary corrections. Thank you for the opportunity to work with our customer owners. Customer service is very important to us.

Review: To Whom it May Concern: We are asking for assistance in resolving a customer service issue for address: [redacted] SMUD Service Notification [redacted]. Approximately September 4th, we called to report a partial power outage at our home. After a few phone calls on our part, we were scheduled for a service call from [redacted] for Monday morning, September 14th. The worker arrived around 2 pm and spent three hours trying to figure out what was wrong. Without asking permission, he began putting holes in the walls in various parts of the house, and taking down the ceiling fan, as a part of his "trouble shooting process". At the end of his visit, nothing was fixed but he said he would be back the next day to replace some wiring. He promised to call by 9 am the next morning (Tues. Sept. 15th). We did not receive a visit from the worker on Tuesday, nor did we receive a phone call. [redacted] called [redacted] at 11 am and was told that the worker would call us no later than 3 pm. He did not. [redacted] then called [redacted] to complain about the holes in the walls and the uncompleted work. [redacted] was told the manager was at lunch and would call us back that afternoon. Again, we did not hear from anyone. [redacted] then called SMUD. The supervisor at SMUD patched us through to [redacted]. At that point, we were told that the worker would be sent out to our house the next day to complete the job. On Wednesday, September 16th, the worker arrived at 1:30 pm and spent four hours replacing wiring in the wall. At 5:30 he packed up his tools and got ready to depart. [redacted] commented that the ceiling fan was still sitting on the floor. The worker said, "you want that back up on the ceiling?". [redacted] responded, "of course I want it back up on the ceiling. I want you to put everything back the way it was before you came." The worker responded that the fan blades were dirty so my husband wiped them down. Customer Service Review: [redacted]Customer Service Review: [redacted] email 9/28/15 Keep this message at the top of your inbox [redacted]To Whom it May Concern: We are asking for assistance in resolving a customer service issue for address: [redacted] SMUD Service Notification [redacted]. Approximately September 4th, we called to report a partial power outage at our home. After a few phone calls on our part, we were scheduled for a service call from [redacted] for Monday morning, September 14th. The worker arrived around 2 pm and spent three hours trying to figure out what was wrong. Without asking permission, he began putting holes in the walls in various parts of the house, and taking down the ceiling fan, as a part of his "trouble shooting process". At the end of his visit, nothing was fixed but he said he would be back the next day to replace some wiring. He promised to call by 9 am the next morning (Tues. Sept. 15th). We did not receive a visit from the worker on Tuesday, nor did we receive a phone call. [redacted] called [redacted] at 11 am and was told that the worker would call us no later than 3 pm. He did not. [redacted] then called [redacted] to complain about the holes in the walls and the uncompleted work. [redacted] was told the manager was at lunch and would call us back that afternoon. Again, we did not hear from anyone. [redacted] then called SMUD. The supervisor at SMUD patched us through to [redacted]. At that point, we were told that the worker would be sent out to our house the next day to complete the job. On Wednesday, September 16th, the worker arrived at 1:30 pm and spent four hours replacing wiring in the wall. At 5:30 he packed up his tools and got ready to depart. [redacted] commented that the ceiling fan was still sitting on the floor. The worker said, "you want that back up on the ceiling?". [redacted] responded, "of course I want it back up on the ceiling. I want you to put everything back the way it was before you came." The worker responded that the fan blades were dirty so my husband wiped them down. Then the worker responded that some of the screws were missing. [redacted] told the worker we had not touched anything. (Not sure how the worker put the fan back up on the ceiling, and suspect all the parts were not reinstalled.) Then, before [redacted] could ask when the worker was coming back to take care of the holes in the walls, the worker pushed a form in front of [redacted] and asked him to sign it. The worker had his hand over a portion of the form and continued to hold the form while asking for [redacted]' signature. When [redacted] asked to take the form and read it, he saw that the worker had written in, "Customer to patch the wall." [redacted] said he would not sign the form with that written on it, and that we had not given permission for the worker to put holes in the walls, and we expected the worker to take care of the holes he had made. The worker crossed out that portion of the report and said he would talk to his boss about it. He also installed two wall plates to cover two of the holes (as noted in the photos included below). The next day, [redacted] called [redacted] and SMUD. We have called several times and have not received any response from [redacted], which is the company that was contracted BY SMUD to come out for the repairs. [redacted] has talked to a supervisor at SMUD and was told that SMUD would "watch to see how things unfolded, but that they do not get involved in the repairs process." To this day, we still have several unsightly, unauthorized holes in our walls, and NO ONE has attempted to return our calls to resolve the matter. Since this repair was directed by SMUD under our residential wiDesired Settlement: Would like walls to be repaired where holes were made

Business

Response:

Thank you so much for referring this customer's concern to us for resolution. I have contacted the customer directly and will ensure this is resolved quickly to the customer's satisfaction. Please do not hesitate to contact me at [redacted] if you have any additional questions or concerns.

Review: I have been overcharged dramatically. This billing issue has been occurring since September of 2005 and it is "CURRENTLY" happening.

I recently had a conversation with my neighbors and was unaware of the overages in billing to my account and I realized there was something defiantly wrong (I had been paying as much as three of my neighbors combined). And I have done so for the past 9 years "unknowingly". I am shocked and disgusted at their negligence in the billing process.

As a loyal customer I deserve fair treatment and compensation for the mistakes they have made.

This billing issue has been occurring since September of 2005 and it is "CURRENTLY" happening. This is against my rights. I am appalled at the lack of compassion that SMUD has as a company. I have lost confidence in their smart meter as far as efficiency and to lower cost. The reason they came out with the smart meter is for efficiency to lower the cost to the consumer according to the US Department of Energy. http://www.smartgrid.gov/sites/default/files/09-0309-smud-project-description-06...⇄ Settlement: I want a refund for all of the over payments I made.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party. This issue has been resolved with the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They have acted like I am confused about my bill. I am greatly offended by their assumptions. Their has been a longstanding issue regarding how much electricity is used. No one is home most of the time. This issue needs to be taken care of.

Sincerely,

Business

Response:

Thank you for the opportunity to respond. Our customer service department has been trying to have Ms. [redacted] contact them via telephone to discuss her concerns and hopefully resolve them. We would also like to schedule a meter test at her convenience. She was given a direct number to reach our representative here and if he is away from his desk he will call her back at her convenience at her specified time. We are awaiting her telephone call.

Our goal is to ensure her problems are resolved.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I receive electric services, for heating and cooing, housing purposes from SMUD Utility company. I think someone is doing fraud in that company in my name. It seems to be the same person who is doing fraud on my [redacted], my [redacted] products store,and steals mail from my US PO box. And work for my housing office SHRA. I've paid the past due amount, $62.10, and they refuse to clear that amount. They continue to list it as unpaid. My SMUD account , was paid by electronic check #[redacted]. I think the person doesn't read and they are crooked. The confirmation number for SMUD payment is, one-five-six-zero-five-three-four-six-zero-one-=zero-six-one-six. They still show it as past due it is not. The payment is shown, but they didn't subtract that amount. They are trying to steal a extra payment amount.Desired Settlement: I want them to show the $61.10, as paid. I want them to fire the person responsible for this incident, and to put it on their permanent record. I want them to compensate or make it up to me somehow. I have a bad heart, I'm almost 65, and this stress has made me ill.

Business

Response:

Thank you so much for referring this to us for resolution. We will contact the customer directly to resolve their concerns and appreciate the time you took to provide this feedback. Please feel free to contact me with any additional questions or concerns at [redacted]. Thank you, [redacted].

Consumer

Response:

Smud did not post my last paymment, so I made arrangements, for installment payments. In resolution, they need to cancel the payment I made by phone since they never posted it. And I have already made arrangements to payment a second time, through installments. They cannot cash or process the cehck for $62.25, because they cause me to pay them twice. Please do NOT use employees who cannot read or process papers. They currently have me listed as paid because of the arrangements. I want them to use different people to process payments. Smud listed the payment on the phone as paid AND past due. They should not use scam workers who are not standard and don't know how to do the work. They have to make sure this doesn't happen again.

Business

Response:

Thank you again for your continued effort in attempting to resolve this matter. We have thoroughly researched the customer's concern with her account and have verified the correctness of the bill. Furthermore, we have emailed the customer a detailed Statement of Account for her records along with additional information related to her electric account.SMUD offers a variety of programs including free in-home energy audits and weatherization services for customers who are interested in reducing their energy bills. I would like to extend these options to Ms. [redacted] to address her concerns and can be reached by phone at [redacted] or by email at [redacted] to share more information.Again, thank you for the time you have taken to reach out to me regarding this matter. We value Ms. [redacted] as a customer and look forward to providing the assistance needed in resolving this matter.Regards,[redacted]

Consumer

Response:

I am a SMUD Sacramento Utility District customer, my account # [redacted]. My bill is way too much it is as if a tenant or other customer plugged into my service. Smud, had several workers up on a pole, being loud dropping equipment hollering loud and disorderly, like they were drunk. I think they may have plugged into my service. This is crazy, something happened the bill went over $300. I recently filed a Revdex.com claim against SMUD and one of their employees knew the Revdex.com employees in West Sacramento and got my other Revdex.com claim dropped. They are in conflict of interest. They are doing something illegal. The man I think his name is [redacted], from SMUD, may be the one plugged into, my electricity. Sacramento Municipal Utility, put an amount of $61,000, on my Revdex.com complain. It was as if they have used those papers, to extort money, perhaps. It was crazy, that amount did not pertain to my case. I have filed, a claim against SMUD headquarters. I'm asking the police and other agencies, to investigate them, they should be charged for fraud. I want a different employee to handle this case, the other SMUD employee did something wrong. In as much, as the bill was WAY too high, and the Sacramento Municipal Utility employees may have broke in my home, and were misbehaving any way, SMUD should have settled. They should have come up with some type of resolution, I'm going to ask that all those parties that went along with this, and be fired, pay fines and investigated for charges. The workers, created havoc, were there when my house was broken into, they either did it or know who did. And they dropped tools mad too much know right in front of peoples doors. I filed a claim, asking for money and resolution, a GOOD company would have done AT LEST the MINIMUM. Sacramento Municipal District,

Review: To whom it may concern. I, [redacted], rent an apartment

with [redacted]. Since September of 2015. At [redacted]. Since I have lived at the present address. I am in

disagreement with the SMUD billing statements for their high charges of their

services for this location as in the past residence I had their services for

three years and had no problems with their charges. At the present location the

billing statements are highly exaggerated in charges for their services. Receiving

billing statements of 139 for the first months, in this month of January, my

bill was for $355.95 for one month of service. Bills that are impossible for me

to pay! In total of $538.33 for past charges. I am going through critical moments

in our lives being a cancer survivor and for having a lesion on my neck that

has me incapacitated. My incoming is very low. I have contacted SMUD and they

have stated that the reason for the increase on the bill is because of the

central heating. I don’t know! If there is something wrong here at this unit

that is altering the services. For that reason I am calling for an inspection

of the residential unit by a professional to determine the reason why the high

charges for electrical services are occurring at this unit. My family and

myself are not using the heating unit due to the high charges and it is causing

problems with our health an pocketbook. I do not know who to turn to in

receiving assistance with this problem. Asking around the neighborhood, my

neighbors who live in apartment #3 as to how long they have rented at this property?

They have been renting for more than 8 years living on the property and paying

their SMUD bills. The lowest bills of $60 monthly and in the winter the highest

bill they have paid is for $110 dollars for using the heater to maintain the

household at comfortable conditions for him and his family. I hope you can

assist me in resolving the matter. [redacted]Desired Settlement: I desire that this situation gets resolved as soon as

possible because I cannot be receiving monthly bills with such high charges. Because

of my medical condition that instead of helping me, I get more tense, and that

is impacting my overall health.

Business

Response:

Thank you so much for referring this customer to us for resolution. We have contacted the customer directly to assisting in resolving their concerns. Please feel free to contact me directly if you have any additional questions. I can be reached at [redacted]. Best regards, [redacted], SMUD Customer Services Supervisor

Review: my bill went from $97.00 a month till $278.00 or more. I told the SMUD people to send someone out to check the meteor.I have special need child who is protected under the ADA Act I need my home to stay warm And lights on.I'm a low income parent having a lot of hardship. I don't know why my bill is so high. When I leave home I unplug everything in my home. I think this house need a new meteor in it, I need this issue resolve as a soon as possible.I don't put all the money on my bill I put what I can affored to keep my lights on.I don't see anything I'm saving in the low income program through smud. thank you for your time.Desired Settlement: have someone come out and check the meteor if need to be fix put in a new meteor if that is the case.and credit my bill if possible. I think this company is getting over on me.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party. This issue has been resolved with the customer.

Review: Smudge will not budge.

On September 3, 2013 My power was shut off. This was without any notice. I also sent the low income sheet in along with the proof needed which Smudge states they gave never received. I sent the low income proffered in twice. Now smudge states they sent me a disconnection bill and I know I sent in the low income form. Yet neither supposedly were received. yet I get no discounts and my power is turned off. Nit only that Smudge needs a deposit plus reconnect fee. Will not apply the discount even knowing I qualify fir low income. I have children. its getting cold and cost is likely to to take my children. I would be able to pay the bill had the discount been applied. I would have payed it regardless had I received the bill. smudge will not work with me nor believe u didn't receive a shut off notice. If they were to go back and view the history smudge knows I have called and made an arrangement if I were in danger of being shut off. This is not Right. especially for Christmas. I can't even put lights on the Christmas tree for the kids. My personal business is not Revdex.com concern. However I find it important to include. If I got this confused I will state it again why Smudge is a fault. 1)They did not send me a shut off notice 2)They did not apply the low income to my account. even though it was sent in twice.Desired Settlement: I want the low income discount applied to my account as well as deposit request and reinstating service fees removed from my bill. I will then pay the tensing balance to restore service. Hopefully before Christmas. God willing.

Consumer

Response:

please excuse the misspelled words. I am using my sisters. phone to do this because I don't have power to use a computer. Really: smudge ofcoarse is SMUD.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party. This issue has been resolved with the customer.

Review: On November 30th. 2015 we change place of residency, we keep the same account with SMUD. At the end of December we received a charge stating $70.32. On January 4th.2016, SMUD withdraw such amount from my checking account; however, during the same week I received another bill for the amount of $180 which included the $70.32 already withdrawn. Thus, at this point, I am paying for more than one month of service.

Furthermore, when we saw the charge and noticed that we are being charged $70.32 again, we called SMUD, and they stated that they will correct the mistake, which we believed. We trusted them, but they did not corrected it and I noticed when the bank sent me a message stating the charges of $180. We called SMUD again, and again, they said that they will send the money or if we preferred it they will accredit the amount to the next bill. We trusted them again, we decided to credited the amount to the next bill, and last week, we received the bill on the amount of $106. However, the bill states that the $70.32 are already accredited to the account, which brings us to the total of $176 and change, for one month of service. That doesn't make sense because the charges for more than one month are $180 which is what they charged my bank account on January 4th. which includes the 70.32 already paid on December 31st.

In addition, SMUD is the only service provider in this area, which makes us slave of whatever they say, because they are right and we are wrong. We have no choice, we have to pay what they are charging us, or we will have to go with no power at all. Their don't even have an excuse to support the increment on the services. I understand that every company is out there for a profit, but that doesn't mean they should be allowed to get rich no matter what.

Thanks for your attention, please let me know if there is more information needed, I will do my best to send it to you.

Have a nice day.Desired Settlement: A review of the bill and a description of the charges because it doesn't make sense that they are charging us more for one month of service, compared to the last bill of $180 which is for a longer period of time. One of things they have stated is that we are paying for a service 10 days shorter. It doesn't make sense.

Thanks

Business

Response:

Hello,Thank you so much for referring this customer to us for resolution. We have contacted the customer directly to assist in resolving their concerns. Please feel free to contact me directly if you have any additional questions. I can be reached at [redacted]. Regards,[redacted]Customer Services Assistant

Consumer

Response:

I am rejecting this response because: Because is the same answer as before, they are right and I am wrong. It is their previous answers, actually all of the conversations we had end up in the same thing. The bottom line is that I have to pay whatever the bill says, because that is what I owe. Still, no clear why. However, the person who called me on behalf of SMUD, stated that I will receive a document that shows how to read their meter for the electricity. Hopefully I will be able to understand the charges and I will trust them again. At this point I don't trust them and that is the main reason I asked for your help. I appreciate your time and your help. I only need to know if this information will close the complaint. If so, what would be my next step if I need help with the same issue again. Please and thank you.Sincerely:[redacted]

Consumer

Response:

Here is the requested information, it signed by my wife [redacted], because she is the main name in the account. Even though SMUD, has contacted me directly, I don't want them to say that the process to include my name in the account is not completed and use that excuse to delay any answers to you. If you need to contact us, please feel free to call us at [redacted] Thanks for your time, have a nice day.

Business

Response:

Dear Mr. [redacted],Thank you for giving me the opportunity to address your concerns and I appreciate the time you took to speak with me this morning. We thank you for being a long time customer and apologize for any frustration you experienced when trying to resolve this matter previously. As we discussed, SMUD would be happy to conduct an in-home energy audit at your residence to help identify the source of your energy consumption. For additional information on your daily energy usage, you can also log into your account online at [redacted] If you have any further concerns related to your account, please feel free to contact me directly at [redacted].Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: SMUD's website accepted two payments for one bill a day apart. I waited for my payments to post online and I called SMUD along with my bank. I was informed by SMUD that they don't send a refund for 30 days. I spoke to a supervisor who informed that some people over pay and they apply to next months bill. I asked to have a refund and a Supervisor told me the would process a payment the next day when the second payment posted in their system. I followed up with SMUD a couple days later and was informed that I didn't have a credit anymore because they posted my extra payment to the next's months bill. They told me when the credit was to be entered the next months billing cycle had already hit therefore leaving me with no refund. SMUD can check the dates by their notes on my calls and they are recorded. When I spoke with the person 01/28/2014 he informed that there was a refund set to cut a check on 01/23/2014, my payment posted on 01/21/2014.Desired Settlement: I would like my refund, and I want to make sure that SMUD doesn't over charge with their website and sit on other peoples money. It may be a small amount to some people, albeit I worked and earned that money not them.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party.

Business

Response:

Thank you for the opportunity to respond. This issue has been resolved with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: We have been paying SMUD, at this location, for over 6 years... Most months we pay more than requested. In 7/2014 SMUD shut off our service and said a $599 penalty fee had been added to our bill and that our total SMUD BILL for a 1400 SQ foot TOWN HOME was over $700.! I believe this to be unlawful, excessive fees, theft and fraud... .. The company refuses to adjust the fee even though a payment of $230+ was made... Base Usage 765 Summer kWh @ 0.103300 79.02Base-Plus Usage 720 Summer kWh @ 0.183600 132.19System Infrastructure Fixed Charge* 14.00Solar Surcharge 1,485 kWh @ 0.001500 2.23Sacramento County Tax* 4.56State Surcharge* 0.43A) TOTAL ELECTRIC SERVICE CHARGES/CREDITS $232.43[redacted]OTHER CHARGESDeposit Request 325.00[redacted] Reconnection Fee 25.00LATE FEE 1.90Col ection Fee 15.00B) TOTAL OTHER CHARGES $366.90[redacted]C) TOTAL CURRENT CHARGES (A + B) $599.33[redacted]Desired Settlement: The extra $599.33 "penalty fee" is robbery and needs to be adjusted off of the account. NO warning was received and our power was shut off WITH AN asthmatic child who is dependent on her ELECTRIC defibrillator!!!!!

Business

Response:

Case # [redacted] for [redacted]. SMUD only recieved correspondace via letter through mail from Revdex.com. SMUD has attempted to contact the customer and have left voice mail for her to call us back. SMUD will continue to make several attempts to contact the cusotmer and seek resolution.

Review: I pay all my bills on time and accurately. I set up an auto-pay with SMUD online portal to use one of my credit cards. This credit card was to replace my different credit card that was already on the SMUD's account. SMUD did not process my request and kept charging my old credit card month after month despite my requests to change the credit cards on auto-pay. When my patients ran out, I just put stop payments on my previous credit card to finally put the end to the wrong card being used. As a result SMUD charged me Stop Payment Fees. I called their customer service to explain the issue of their failure to change my credit card to a different credit card for auto-pay and their subsequent Stop Payment Fees. The customer service representative and her supervisor told me that I am responsible to pay these fees since it was me who requested STOP payments and their policy is to charge for Stop Payments. They also told me that if I do not pay these fees, they will put me on CASH ONLY payment, where I would have to pay my payments by CASH only. What a bulling policy and way of handling their customers.Desired Settlement: I strongly believe that I should not be paying for their failure to change my old credit card to a different credit card. All penalty fees by SMUD should be removed from my bill and the correct credit card should be set up for my auto-pay.

Business

Response:

Thank you referring this customer to us for resolution. We have contacted the customer directly to assist with resolving their concerns. Should you have any additional questions or concerns, please feel free to contact me directly. I can be reached at [redacted]. Best regards, [redacted] SMUD Customer Services Assistant.

Consumer

Response:

I am rejecting this response because: SMUD representative never contacted me to resolve the issue.

Business

Response:

Thank you for following up regarding this customer's concern. We've had the opportunity to reach out to the customer an additional time to resolve their concern. At this time a satisfactory resolution has been reached concerning this matter. Please feel free to contact me for any additional concerns you may have. I can be reached at [redacted]Thank you.Regards,[redacted]Customer Services Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Every month my elertical bill is going up highr.I don't know why I'm being over charged. I'm in the low income energy program but I don't see anything I'm saving on my bill.I'm tried of keep going through the same issue every month.Desired Settlement: Someone come out and check the metor. and see if the metor needs to be replaced smud refund me for over charnging my elertical bill.I want to know some ways to save energy on my bill.

Business

Response:

Thank you for forwarding this customer issue to us. We will be contacting the customer and will provide an update when we have a conclusion.

Thank you,

Review: Smud sent me a bill for over 283 for a 2 month period for a 2 bed room apartment home under 900sq/ft with one adult and 2 children where we are only home 9 hours out of every 24 hours only 5 days a week. When I attempted to pay the bill it went up my 98 dollars. The toatl included a 170 deposit , I agreed to pay the additional fees to restore the service and then they lowered that payment by 50 sayings that they recinded the deposit and would add it to my next bill. Basicly they charged me still for the deposit as it was included in my bill due of 283.00. They stated a bill of 227.00 was the total with the deposit removed but the deposit would be placed on my first months bi following restoration. The agent [redacted] proceeded to tell me that I didnt understand the bill and that it made perfect sense for 283-170 to equal 227. Non of the agents I spoke with would give me thier information ie thier ID number they stated they do not have id numbers. Due to the fact that this company monololizes this city they have have terrible cust servcie and have no problem screwing over the working public. I am a young mother that makes an honest living and being over charged by this company at every turn. The final bill contatined charges for dates that there was no service rendered. If I was on walfare I could get a huge discount and wouldnt be help accountable for any of the following charges. I just dont understand how this is okay. This cmpany needs to be knocked down a notch and taught real customer service skills.

Product_Or_Service: Electricity

Desired Settlement: DesiredSettlementID: Refund

I would like to see them return my second deposit since it was not fair to charce me twice under false pretences.

Business

Response:

Business' Initial Response

We have made numerous attempts to contac the customer and have been unsuccessful. We are awaiting the customer's return call.

Review: Ihad a major spike in my bill the second month of service.so I called to ask why my bill went from $63.00 to $163.00 then I told them I was having problems with some.outlets in my room.they were sparking.burning out chargers.I was told to let my manager no.so they came an fixed.the outlets then I called smud back an asked if that made a difference they said considerably an $80.00 deduction.so I ask if that last bill could be prorated seeing that it was do to electrical problems that were not of my control.an was told that they could tell the day I got the sockets fixed.an that that was the issue.but they could not refund,prorate,or even reimburse me for the malfunction.im disable an on a fixed income an I said I could not afford to pay for mistakes that I didnt cause.I was told nothing could be done to help me.wat can I do to get refunded for being overchargerd.Desired Settlement: I would like my account proated,I would like to be notified if any spike in usages accures,iwould likea hundred dollars returned to me via check,moneyorder,ect.

Business

Response:

Thank you for your inquiry. SMUD will investigate the issue, contact the customer and seek resolution. Customer service is very important to us. A SMUD Representative will contact the cusotmer within 24 hours.

Review: My husband and I purchased a new home in a new development in November 2005. I called to establish new utility services with SMUD. I was told that they did not show services being needed for the address I provided ([redacted]). Since we were new to Elk Grove and SMUD indicated no services, it was believed that the only services were needed by [redacted]. All other utilities were established (water/sewer/garbage and gas). We sold our home in 2008, but rented it back from the new owners until moving out in May 2012. We never received a bill from SMUD, was never contacted, nor was our electric service ever interrupted due to lack of payment from 2005 through 2012. My husband and I separated in 2012 and I moved into a new home. I called SMUD to establish service at my new home ([redacted])in May 2012 with no problems. I moved again in February 2014, transferring SMUD services with no problems. On July 30, 2014 I received a "closing bill" for prior SMUD services at [redacted] in the amount of $9,583.39. After a discussion in August 2014 regarding payment arrangements for that service, the $9,583.39 bill was mentioned and payment arrangements could only be made if I agreed to make arrangements for that bill. SMUD was able to delay that prior billing until my concerns were addressed. I received a bill on 9/2/14 showing that amount "reversed." I thought the matter had been resolved until I received the subsequent month's bill on 10/1/14 now showing $4,838.27 as "Transfer final invoice." When I called for an explanation, no one could explain the first reversal, then the transfer of a new amount onto my bill. SMUD tells me that I must pay that amount or my current services will be interrupted.Desired Settlement: I am requesting that the prior billing be written off completely. SMUD never acknowledged billing for the entire 7 year period. SMUD could not explain what happened or why I was billed after the fact. No one could explain the reversal one month, then addition of a new amount the subsequent month. I am being threatened with an interruption to my services unless I agree to pay this amount.

Business

Response:

One of SMUD's subject matter experts has contacted the customer and explained that an error had occured. This matter has been resolved. Thank you.

Review: I applied for SMUDs EAPR program three months ago. I received a letter a month after I first applied informing me that my application was denied because I was over income. I called SMUD because I knew that the income they stated on the denial letter was not true. They informed me that they had used the unemployment income my wife had earned in 2013, which was on my income tax return as income. I informed them that I only submitted my tax return because it was listed as income verification on the application and not because that was income we were receiving. The customer service rep informed me that I should have been approved but that I would still have to re-apply. I told him I was not happy that he could clearly see that I should have been approved but was still requiring me to re-apply. I re-applied and am still waiting. Its been three months and have since received two of the highest bills of the year. I called SMUD to check on my most recent application status and they told me it hasn't been processed yet. The customer service reps Ive spoke with were both very non empathetic and made no effort to accommodate my situation. I appreciate SMUDs EAPR program as it has helped me in times of financial hardship before but I have been very disappointed with SMUDs handling of this situation.Desired Settlement: I am not requesting that SMUD offer any type of refund only that they retroactively apply the EAPR discount. The SMUD EAPR application suggests in bullets that both pay stubs and tax returns are required, however they deny you if you provide too much information. The only thing I did different with my second application was avoid providing the tax return. I would like SMUD to acknowledge that their application needs to be more clear that only current info is needed.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party. We will be contacting the customer.

Review: For six months SMUD has been saying they will change our due date so our family won't be charged the 170 dollar deposit, 1.08 late fee, and other fees by changing our due date as requested (as our bill would be on time and those fees wouldn't be assesd to our account) A month ago Smud threatend to shut us off with 4 hours warning demanding those fees. They also never updated our address as requested, so the past charges besides the deposit and late fees are not known. We called a representative at Smud, she said she would erase all those fees. Now I have a bill with all those fees on it, plus more, and the representative was either mis informed or dis honest.Desired Settlement: The fees be erased, a honest bill, polite customer service, our address be updated, and our due date be changed to after the first.

Business

Response:

Thank you for the opportunity to respond. In order to protect customer privacy we cannot discuss customer complaints with a third party. We will work directly with the customer.

Thank you,

Consumer

Response:

Consumer states that company has contacted him and his issues have been resolved.