The United Illuminating

Good morning and Happy New Year.I had our Credit Analyst investigate the matter. It was found that there is no money owing at this time and the analyst corrected Mr. Frimpong's account to reflect this.  Also any derogatory credit reporting has been expunged with all three credit...

bureaus. .  I apologize for the inconvenience. Hope this helped. Respectfully,Alison

The Company spoke with the customer on 9/6/16. An installment plan has been agreed upon between the customer and the Company. Customer has agreed to make a payment and the balance will be deferred for 8 months. All dunning, late payment charges and credit reporting will be held during the duration...

of the deferment.

I have looked into this and have requested an update to credit reporting due to
a high true...

up budget. Apparently monthly budget was not enough to cover the
actual monthly usage so a large balance ensued and was reported as an outstanding balance. Please note that that this deletion of negative reporting is being done as an exception due to the circumstances with the budget true up. Going forward it is very important that the budgeted versus actual energy charge amount is reviewed regularly especially during the high usage summer months. This amount can be found at the bottom of the billing statement. A letter has been mailed to Ms [redacted] to affirm the updating of the credit reporting for UI. I hope this helped.  
Thanks, Alison

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

I will have a supervisor contact him today at his daytime telephone # to discuss his concerns about customer service and the website.
 
Thanks,
[redacted]

Good morning,
 
I have reviewed this complaint. Before any further review can take place, a copy of  her credit report is needed. She needs to send only the page where ** is reporting her. Please have her fax it to the attention of [redacted] at [redacted]. She will...

investigate and followup with Ms. [redacted].  Please have her provide her address and contact information on the fax. 
While it may not apply in this case, under normal circumstances it can take up to 30 days for credit reporting investigations to be completed.
Also due to the end of the hardship season, the call volume may be greater at this time.
 
Thanks,
[redacted]

Good morning, Mr. [redacted] had called UI in regards to a water tank not producing hot water back in the late Fall. The water heater was ultimately replaced on 1/12/2017. He contacted the Company again to claim that he still had no hot water. The Company went out again on 1/19/2017 and...

replaced the top and bottom thermostats on the new tank.  Called UI and stated he still had no hot water, so on 1/20/2017 a plumber from [redacted] (whom owns the water heater) went out and identified that the tank was heating but the cold water constantly runs. Mr. [redacted] stated that he would be meeting with the building owner to discuss. This appears to be an internal plumbing issue that needs to be addressed by the property owner. Also meter was tested on 10/10/2016 and tested accurate. New meter installed but daily usage remains fairly high. Customer heats with electric baseboard heaters per Vision Apppraisal. Electric heating is expensive. Also Mr. [redacted] should apply for energy assistance to see if he is qualified. I responded as well to the [redacted] complaint.  Hope this helped.  Thanks,Alison

Good morning,
I reviewed the usage...

particularly for the summer months from 2014 until current. The pattern is that the usage remains high for the warmer months and then once it cools down there is a major drop in monthly consumption. This occurred in 2015 as well as 2016. I verified that on 9/11/16 daily kwhr consumtion was 115. On 11/24 the usage was 52 kwhr. Then on 11/28/2016 the daily usage was only 24 kwhrs. Clearly a 50% in reduction between the two days. Perhaps [redacted] can determine what he may have done different on those days to identify what is using the power.
 
Meter tests
Current meter 11190412 tested on 8/9/2016 and the results were within PURA regulations.
Prior meter[redacted]was tested on 7/7/2015 as well and it too was within PURA regulations.
 
Unfortunately, UI cannot determine what is being used in the home to cause such high usage, the Company can only verify that it’s meters are functioning correctly which it has done on at least two occasions.
Also a Company representative did suggest that he unplug unnecessary things and go room by room to determine what could be drawing the power in his home.
Rates
[redacted] stated this all started when he was switched to Rate RT (On/Off peak), however his account has been on the Time of Use (TOU) RT rate for at least as long as I can view back in our customer database which is 2003.
Net Metering
I talked to our Net Metering group and they analyzed his account as well. Most of his usage is on the off peak time period (8pm to noon the next day) and this is when production is decreased due to lack of daylight. Unless he has battery storage he would be pulling off the grid during those particular hours regardless of what rate he is on.
I hope this has been helpful.
If he has any further questions, ** can call me at ###-###-####.
Thanks,
Alison

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:
I did exactly what was suggested by the Customer server person and NOTHING was found out of the ordinary.  The electrician stated he cannot understand how they could charge me so much.  He feels tha ti am being over changed somehow.
I still feel that it has to do with the programming at UI.  I am not receiving the correct amount of credit for Solar.  I am going to fight this until I get a right answer
Sincerely,
[redacted]

The monthly billing average for previous account at [redacted] for duration of service was $153/month. The billing was against actual usage, not estimated. Usage/billing chart below shows that usage in the summer spiked considerably at [redacted]. The monthly billing average for current account at [redacted] is $105/month. The billing is also against actual usage, not estimated. The usage and corresponding billing for [redacted] is much lower than what was used at [redacted] for same time period as shown in comparison below. No credit or refund is due to the customer. Balance at this time for current account at [redacted] is $133.55; due 10/11/17. This $133.55 is a remaining balance from closed account at [redacted] and transferred to current account at [redacted]. If the $133.55 cannot be paid by 10/11/17, the customer can contact the Company when he receives his next bill to discuss a payment arrangement. [redacted]

I am going to have someone reach out to him to discuss the credit reporting and his other concerns.
In the meantime, I can speak to the fact that the Company has credit reporting language on its bills, arrangment letters, and the annual "Your Rights" that get sent to every...

customer. This language does state that any balance that is outstanding greater than 60 days may be reported to the credit agencies and such reporting could harm their credit rating (including payment arrangements).  While the credit reporting can be updated to reflect the current state of his accounts,   I can not gaurentee that valid past negative reporting will be changed.  
Thanks,
[redacted]

After careful review of the matter, the Company Review Officer ascertained that the amount in question of $124.32 should be credited to customer's account.    
The matter was satisfactorily resolved with customer...

on 8/6/15.   The Company apologizes for any inconvenience this may have caused our valued customer.   It is our goal and committment to continue to provide quality customer service to all our customers.

1/12/2015 -  The UI Company takes credit reporting matters very seriously and appreciates the cooperation of the customer in providing additional information necessary in order to fully investigate and promptly resolve the matter.  Our records found no match of the name and...

address provided.  Please contact the Company at ###-###-#### and provide the following information:  Account name with UI, address, UI Account#, date reported to the bureaus, and most importantly, a copy of the credit report.   Thank you very much and looking forward to a speedy resolution.

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]

Good morning, I reviewed the usage particularly for the summer months from 2014 until current. The pattern is that the usage remains high for the warmer months and then once it cools down there is a major drop in monthly consumption. This occurred in 2015 as well as 2016. I verified that on...

9/11/16 daily kwhr consumtion was 115. On 11/24 the usage was 52 kwhr. Then on 11/28/2016 the daily usage was only 24 kwhrs. Clearly a 50% in reduction between the two days. Perhaps [redacted] can determine what he may have done different on those days to identify what is using the power.   Meter tests Current meter 11190412 tested on 8/9/2016 and the results were within PURA regulations. Prior meter[redacted]was tested on 7/7/2015 as well and it too was within PURA regulations.   Unfortunately, UI cannot determine what is being used in the home to cause such high usage, the Company can only verify that it’s meters are functioning correctly which it has done on at least two occasions. Also a Company representative did suggest that he unplug unnecessary things and go room by room to determine what could be drawing the power in his home. Rates [redacted] stated this all started when he was switched to Rate RT (On/Off peak), however his account has been on the Time of Use (TOU) RT rate for at least as long as I can view back in our customer database which is 2003. Net Metering I talked to our Net Metering group and they analyzed his account as well. Most of his usage is on the off peak time period (8pm to noon the next day) and this is when production is decreased due to lack of daylight. Unless he has battery storage he would be pulling off the grid during those particular hours regardless of what rate he is on. I hope this has been helpful. If he has any further questions, ** can call me at ###-###-####. Thanks, Alison

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

The Company understands the concerns raised by customer and thoroughly reviewed the matter.  The following are our findings and resolution:On May 18, 2016, customer contacted the Company and spoke with a Customer Care Center Representative regarding account in question being reported...

to the credit bureaus.  Customer also informed the representative that she filed for bankruptcy in 2013.  Our Customer Care Center Representative explained that the Company did not receive notifcation nor was aware of the bankruptcy.  Customer was going to check further and call back.  On September 13, 2016, customer contacted the Company and advised that she will fax the bankruptcy documentation.On October 28, 2016, customer called back to check the status of her account & informed the Company that she mailed (not faxed) the documentation to a PO BOX found in our web.   The Customer Care Center Representative was unable to confirm receipt of the documentation and referred the matter to our Collections Bankruptcy Administrator whom searched an external on-line web access service and was able to confirm the bankruptcy.    On October 28, 2016, the bankruptcy was processed and the amount of $1,184.66 was written off.   Account balance is zero.  On October 31, 2016, all three credit bureaus were updated to reflect the new status of account.  Please be advised that the credit bureaus may take 30-90 days to update their records.  Should customer have any questions and/or further issues of concern regarding this matter, we encourage to please contact the Company at ###-###-####.  Thank you.

Good morning, I have reviewed this complaint. Before any further review can take place, a copy of  her credit report is needed. She needs to send only the page where ** is reporting her. Please have her fax it to the attention of [redacted] at [redacted]. She will investigate and...

followup with Ms. [redacted].  Please have her provide her address and contact information on the fax. While it may not apply in this case, under normal circumstances it can take up to 30 days for credit reporting investigations to be completed. Also due to the end of the hardship season, the call volume may be greater at this time. Thanks,[redacted]

Good morning,
The credit for the returned check will be applied to her UI account not the bank.
Unfortunately I am  unable to determine why the bank would reject her payment. The Company is not privy to that information for security reasons. 
I verified in our [redacted]system that an error was generated on the bank side as "unable to locate account"  I have included the error screen as an attachment.
A ticket will be entered with the vendor.
 
Hope this helped.
Thanks,
Alison