The United Illuminating

Hello, I have requested that all derogatory credit be removed for the two accounts. He had spoken with a supervisor who advised him of this on 6/30. Mr. [redacted] should be all set.

I am sending you an email with an update/resolution. I did not have the option to add to my response on the Revdex.com website.A manager and myself investigated the matter and the...

manager upon resolution, contacted [redacted].The issue stemmed from having both on- bill financing and budget billing  on the account at the same time. We believe that having the loan and the budget concurrently may somehow prevented him from getting his bills for several months. The Billing department is aware of this situation. Meanwhile, [redacted] is being given a $100.00 credit for the inconvenience as well as having the loan removed from his UI electric bill.  Going forward he will only see his electric charges on his UI bill.  [redacted] who services his residential  loan,  will send him a separate statement.He should also just see charges for his electric bill on the UI website once this is completed. He was pleased with the resolution. Thanks,Alison   Alison D[redacted]   MSM MBACompliance Specialist –Business Services[redacted]

Complaint:[redacted]
I am rejecting this response because: you are asking for an account number and I don't have one. I have given the info on the credit report by calling and they tell me it's nothing and I don't know how to resolve it. I know I don't have an account but for years UI has been posting negatively on me. So what do I do?
Sincerely,[redacted]

Good afternoon, I am unable to provide a response to this complaint as it is now under Legal review. Thank you.

Good morning,

8.5pt;">The Company has researched this matter in depth. The website was functioning properly during the time period in question and it has been verified that the electronic bills were being sent to [redacted] on a monthly basis. Also it appears that when customer changes were made to the billing preferences back in December 2015, this cancelled the recurring payment option that was originally set up. The customer may not have realized this change was made and that it impacted the original settings. As a result, no recurring payments were made to account [redacted]. It was verified that as soon as the customer realized that the bills were not being paid, payments were made and the account is now at a zero balance.
In light of the circumstances, the Company will make an exception for good customer courtesy and the derogatory credit information will be expunged.
I hope this has been helpful.
Thanks.
Alison
Tell us why here...

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.
Will UI put their revised policy regarding
payments at an authorized payment center on the bottom of their statements so ALL consumers will be aware of their policy? 
Sincerely,
[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. United Illuminating: Thank you so much for cooperating with me and understanding my situations and request.
Sincerely,
[redacted]

Unfortunately, if an account balance is greater than 90 days it does get reported to the credit bureaus (CB). Payment arrangements and or hardship do not preclude this from occurring.  If there are arrears that are over the 90 day threshold they are reported to the CB's.  Our credit reporting (CB) practices are on the monthly statements and the payment arrangement letters.    Thanks

Hello, I have responded with information that I received from our analyst after he investigated the complaint and could not find the source or reason that your payment attempts were not successful.   I will forward your feedback to the director of customer service and the telephony analyst so they are aware of what you experienced.  If you make the payment and experience the same issue again please call me and it can be looked into real time. My contact # is ###-###-####. Thanks and look forward to trying to resolve the matter with you.   [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.
Sincerely,
[redacted]

Good morning, The Company has researched this matter in depth. The website was functioning properly during the time period in question and it has been verified that the electronic bills were being sent to [redacted] on a monthly basis. Also it appears that when customer changes were made to...

the billing preferences back in December 2015, this cancelled the recurring payment option that was originally set up. The customer may not have realized this change was made and that it impacted the original settings. As a result, no recurring payments were made to account [redacted]. It was verified that as soon as the customer realized that the bills were not being paid, payments were made and the account is now at a zero balance. In light of the circumstances, the Company will make an exception for good customer courtesy and the derogatory credit information will be expunged. I hope this has been helpful. Thanks.Alison Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
the derogatory   credit information is  still showing up in my credit reports 
UI have not expunged this derogatory credit information as they promised  
please see attached document
Sincerely,
[redacted]

I have checked into this matter and I see that a payment was rejected for an account ending in [redacted]. I verified that the routing number was corect for [redacted] so the issue could stem from an expired card (ending in [redacted])- I am only thinking this could be the reason because [redacted] recently sent...

out new cards with chips in them thus rendering the old ones invalid even if they have the same account number on them.  Unfortunately, beyond that I would be unable to verify why her bank is rejecting the payments. Her UI  account is coded so that all forms of payment are acceptable so this should not be the cause. I am requesting that the return check charge be waived due to the circumstances.  I also checked the billis and the last statement 3/22/2016-4/20/2016 was for $108.90.  As another suggestion, she should go in and update the bank information on the website and make sure that the account number/expiration date and crv code on the back are correct.  Hope this helped. Thanks, Alison

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Here was my response sent to individual after email.  It is important to note that UI does not inform customers before setting up payment arrangement that they are reported deliquent proir to April 2016. Therefore relying on the fine print on the bottom of a bill that never says those with payment arrangements who are paying the past bill and current bills will have their credit destroyed before they changed their policy.All that information was already discussed between us the other day. What I am asking your company to do is remove themselves from my credit report for all 3 credit bureaus. Obviously United Illuminating changed its policies in April of 2016 because reporting delinquencies when people are on a payment arrangement is unreasonable.It is also unreasonable that UI reported me 180 days deliquent in January 2017 when I was not. My payment arrangement was over and I missed a current payment. I was not 60 days late I was 30 and payed the entire amount owed that month.When I speak with representatives who think 180 days is 2 months rather then six I see my credit is in the hands of those who lack simple mathematical skills and hide behind the small print on bills rather than admit a mistake and correct it which is fully in your power to do.The fact is UI policies prior to April of 2016 and January 2017 has caused damages to my credit and future. Its not that reporting cant be changed your credit department is refusing to do so. Even though you had stated you would try to help me. I have gotten denied credit and preapproval for a mortgage because of UI and UI alone. Nothing else on my credit report is negative but UI. I will have to speak with an attorney regarding this. As well as the Consumer Financial Protection Bureau. This is me and my family's future that is being messed with at this point and the damage will remain for 7 years!! Thats 7 years I cannot afford nor can my family. This isnt going to go away and I will pursue this as far as I need to.[redacted] 
Sincerely,
Shanell Leidecker

I reviewed his account. I also reviewed the complaint.  As he has several concerns with UI and its processes, I  have requested that a supervisor contact him at the number in the system to discuss and resolve.  Thanks, Alison

The Company has contacted the customer. The Company is researching the complaint and will respond to the customer.

Please be advised that the account has been reviewed by the Company. No documentation or further information is required from the customer. The refund check is being processed to be mailed to the customer by Friday, 9/23/16.

Good morning, 
 
I will have someone who is well versed in solar billing reach out to [redacted]
 
Thanks,
Alison