Simple Bills Corporation

Mr. [redacted], I apologize for your frustration regarding your service with SimpleBills. We strive for each one of our customers to have an excellent experience with SimpleBills. It looks like last summer, your daughter [redacted] did not renew her account with SimpleBills, causing her to go inactive...

in our system. On September 16th, [redacted]'s mom called in twice to discuss renewing [redacted]'s account and how to go about doing that. Since we do not allow renewals to happen over the phone, [redacted]'s mom renewed her account online at [redacted] and place her start date as 9/16/2016 and her end date as 8/30/2016. Since electricity is set up through SimpleBills, we continued her service to her apartment until the business day following her end date with SimpleBills, per our Terms of Service. Unfortunately, if [redacted] moved out 6/1/2016 and failed to inform SimpleBills of her move out date, then she is responsible for utilities through her end date, which was updated when you called in to be 8/1/2016. Your daughter's account has not been locked, you are free to view her account at anytime. We value transparency and openness, and in no way are we trying to "cover our tracks". If you or [redacted] do not know the password you can click "Forgot Password" and a password reset email will be sent to you. We can only operate based on the information provided to SimpleBills and that information stated [redacted]'s last day in the apartment was going to be 8/30/2016, which would make [redacted] responsible for the utility bills until we were notified otherwise, which was 8/1/2016. Since there is personal information on her renewal application and on the recorded phone calls of which there are three, we would be more than happy to send you those privately, since this is a public forum.

Hi [redacted], We had our Customer Service Manager reach out to you. He was unable to reach you by phone but left you a voicemail. He was reaching out to you with a solution and we will have him reach out to you again on Monday morning. We are open Monday-Friday 8am-5pm CST. We would recommend...

calling early in the morning before our phones get too busy. This is our peak season and we are doing our best to ensure we connect with every customer. We appreciate your patience! The SimpleBills Team

We have given you the option to "true up" your estimated final bills. The decision is yours on what you would like to do.

The agreement that you signed with SimpleBills per our Terms of Service clearly explains the process in which a resident can be released from utility responsibility upon moving out. In our Terms of Service, it also clearly explains that when a payment is past due, that you have authorized us to attempt to collect payment from the payment method listed on file. This is in lieu of a deposit with SimpleBills. The agreement that you signed with SimpleBills is a contract between you and SimpleBills as well. There will be no further changes made to your account. We regret that you are frustrated.

We do apologize for your frustration. We will have a manager reach out to you directly to explain your daughter's invoices to you today.

[redacted],  We apologize that your frustrated. Your daughter was invoiced accurately and it was not 3x the normal bill as you claim. You received the following bills on your final invoice from SimpleBills :- An electric bill for 4/27-5/25 which is 28 days for 27.55 and that was split...

among the three residents in the unit. This is an actual bill and estimated. - An electric bill for 5/25-6/27 which is 33 days for 33.96 and that was split among the three residents in the unit. This is an actual bill and estimated. - An estimated bill for 6/27-7/31 which is 34 days for $46.04 which is the hottest month historically on record for NC. This bill was also split among the three residents in the unit. - Two trash bills where included in this invoice, however trash is a flat fee directed by your lease agreement. -An estimated water bill from 4/28-7/31 which is 94 days for $27.53 which is completely in line with actual history for your unit. (The previous invoice had a water bill for 30 days that was $11.42) If you look at the number of days included in that estimate that water bill is fair.  However, if you would like to your estimated bills reconciled to actual bills you can. You will need to go to http://[redacted] and fill out this form which will allow your invoice to be reconciled.  The SimpleBills Team

Revdex.com:all I wanted was for my account to be taken off and not be charged anymore that solves my problem as long as I don't receive another email saying I'm being charged again. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You do not have all of the facts.Please discuss with [redacted] for correct information regarding this issue.
Regards,
[redacted]

We will handle the calculations and provide you with the pdf copy of the bill if you fill out the form via the link provided. That credit will remain on the account until we finish the true up process. That way, if we need to send you a refund, we will send it in one check.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I had rejected the last one because at that point they had not contacted me but about an hour or so after rejecting the last one they got in contact with me and gave me a refund. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I thank you for the extension but would like to modify it to be extended until end of Feb 2018. I hope by then to have received my spring FASFA allotment and can then pay that bill in full. It is my understanding that the government does not pay student loans until at least a month after a semester stars. It could be earlier but it’s the government. If this is agreeable to you then I would consider the matter closed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They refuse to provide copies of the actual bills to justify their "estimated bills".  This is not only unfair, it is deceptive and perhaps even illegal.  If their methodology is so accurate why not  provide the actual utility bill in question.  They claim to only be estimating for the "future" but it is not true. They have the actual bills for the month of June and refuse to provide them.  They have not made a good faith effort to justify their estimate or to provide full disclosure.  This is unsatisfactory.  Apologizing for my frustration is not doing anything to resolve the actual problem.  Using the actual bills to calculate the share due is the only acceptable resolution.
Regards,
[redacted]

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

We are not calling you a liar just stating the facts in order to provide clarity. We apologize that you were offended, that was not our intent.

Ms. [redacted], Thanks for reaching out. On your son's invoice the "100%" refers to your son's own 90 day prior usage, this is 100% of your son's estimated bill, not 100% of the unit's estimated bill. This should be the same as his roommates, we are not collecting 500% of the bill nor are we...

pocketing the money. We have purposely estimated lower that what we expect the bills to be based on the prior 90 days and historical usage at your son's unit. We also account for historical weather patterns which can affect electricity prices. With all of these variables, the algorithm that we have come up with is proprietary knowledge, rather than just a flat average which does not equate for July being the hottest month of the year. After your son has moved is when we will receive the actual bills from the provider however, since they are in the property's name, they will be given to the property rather than residents. The property will end up paying the difference between the actual and the estimation. This is not just some arbitrary calculation but done with the utmost precision and caution The information that you have requested we are unable to provide you at this time. Thank you. The SimpleBills Team

We will have a supervisor reach out to you to discuss your payment plan options. Thank you!  The SimpleBills Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they have reached out to me and...

advised they are working on a resolution.  As of this date, they have not responded with their final review, which I understand takes some time.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The business basically told me to go away.  That is not solving any problems.  Its really magical thinking to say WE TOLD YOU GO AWAY and expect that to be a satisfactory response.  Yesterday your customer service people told me that they really did mistakenly bill these 11 transactions as Cash Advances.  But because you were unaware of this, even though I called a few times, it's not your fault.  First you blamed a company call [redacted] who you said you later fired.  If [redacted] worked for Simple Bills this is again your responsibility.  Then you told me that VISA made a secret agreement with someone so it's Visas fault, not yours.  Apparently by "explaining this" to me I was to understand that you are washing your hands of this.  I am also told because I did not make a PORTAL of some kind I am at fault because I should not expect a BILLING company to competently BILL people, I need to be checking. I also wanted you to share the email address that you said you sent a notification to but that was never done.  May 2016 my credit card was billed as a Cash Advance.  There is a $10 fee plus interest from [redacted].  Your company at that time said that's [redacted]s problem not yours.  You told me it was fixed.  It was billed normally in June and July, in August the Cash Advance fees started again.  They continued until I called again in April.  You told me yesterday that you had fixed the problem in January 2017 but the charges were still hitting me and probably many others until April when I switched to a card that doesn't allow cash advances AND you hit that card two times as a cash advance so they tell me.  I tried to attach a copy of your terms of payment and there is nothing in there about these credit card charges being billed as cash advances and that I would be responsible for about $10.51 additional fees each month but this form won't let me attach it.  Its on your website, feel free to read it there.   Nothing on your website as of June 16, 2017 states that you have the right to charge my credit card as a cash advance.  Western Union does this but is very proactive in making you aware before the transaction.  The fundamental problem in your company right now is that I have no avenue to bypass your customer service department who, from your response, have essentially "washed their hands of me".  Your billing company made a mistake which you clearly admit in many conversations but your billing mistake cost me over $115.  I am asking for $115 to cover these fees.  Customers should be aware of billing mistakes from this vendor, you cannot speak to a supervisor, they will only email.  They say WE ARE VERY SORRY sucks you are out $115 not our problem.  I would also like to know who will reimburse these fees, Visa? [redacted]? Simple Bills?  My customer service agent at [redacted] is more than willing to talk to you to explain how these transactions were sent in as cash advances for over a year.  They will not refund these fees because YOU BILLED THESE AS CASH ADVANCES.  I cannot believe at this juncture that you will take ZERO responsibility for this.  You are a BILLING COMPANY.  Don't you see the irony here?  You cannot bill my credit card as cash advance and expect me to suck up that $10 plus interest fee.  I do not CARE that that money didn't go to you so you don't feel obligated to return it to me.  YOU ADMIT that your billing errors caused these fees yet your response is basically STOP CONTACTING US.  Yikes.  This is just crazy.  No haha wait you are basically saying we TOLD you how we screwed this up NOW GO AWAY AND LEAVE US ALONE.  Please return $115.  I will be more than happy to provide the billing documents.  Also, I think if you take this a little higher up beyond trapping me in customer service other people in your company might be willing to listen. I especially liked your phone response yesterday that managers don't SPEAK with customers will only email.  Thats really not a good way to run a customer service department.  To summarize, I don't know about a portal, I have an autopay set up.  You willingly admit to misbilling causing over $115 in fees.  I would like $115 credit.
Regards,
[redacted]

[redacted], We worked in conjunction with your property regarding your estimated final bills. We apologize that you feel our invoice email reminders and text messages were harassing. When you signed up with SimpleBills, you agreed to let us reach out to you regarding your invoices with SimpleBills....

In reference to your frustration regarding cash advance fees, that was completely out of our control and was an decision made by VISA. We were just as upset as you regarding cash advance fees. We have settled your account and removed your email and phone number from our system. Have a great day! The SimpleBills Team

Complaint: [redacted]
I am rejecting this response because:The link you provided was not clear--it was not easy to access [redacted]'s estimation of her true-up. Therefore we cannot calculate what the final bill actually was for [redacted]'s usage. Also, have you refunded the $5.50 you owe her? As stated before, we do not recommend SimpleBills.
Regards,
[redacted]