The William Glesby Centre

I have returned the call from MsD [redacted] on 4/13/Unfortunately, while speaking to her on my lunch break, I was interrupted with a work call and told her I would return her callI did return the call shortly thereafter, however, was forced to leave a message as no one answeredI left my name and phone number in the message, and also explained that unless APS was willing to refund the charge above my bill, I would not want to be bothered with explanationsI did not receive a call back from MsD [redacted] as of the close of business on 4/13/16, and have not received any refund as of that time

Dear Sir or Madam: I have attached a copy of APS’s response to [redacted] ’ concerns for your review Please let me know if you have any questions Thank you, Elizabeth M [redacted] APS Consumer Advocate Sr [redacted]

Dear Sir or Madam: I have attached a copy of APS’s response to Carolina Taylor’s concerns for your review Please let me know if you have any questions Thank you, Elizabeth M [redacted] APS Consumer Advocate Sr [redacted]

[redacted] [redacted] 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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[redacted] In reference to the response of APS Consumer Advocate Traci D [redacted] She did not give me any option but to do financial arrangement into months January, February, and March in addition I have to also pay current bill due for each monthIf I don't agree they will cut off my electric and I have to pay reconnection fee and other chargesI have no choice but to agree since I am afraid they will cut off my electricityI told her from the beginning that I was not aware that there was something wrong with my AC unitThe AC unit was on the whole time in summer.I was waiting for temperature to cool down so I can turn it offIn November, When I turned it off I notice it was still running but has no cold airI immediaitely called technician to check and made some repairsI did not take things for grantedI immediately attended to fix the problem once it was discoveredI was surpirsed when I got the bill of $of Novemeber 23,statementI requested to have the meter tested to check if it was faultyTraci said she will waive the fee to have it tested.She said the technician tested it and found that the meter was not faultyI requested if she can send me the test results from the technician and agreed to send it to me as an emailI got a lettter from her assuring me that the bill was accurate but was not able to furnish methe actual test results nor breakdown of how the energy was usedIt was based of her word but no real proof of how it went up that highI have owned the house for years and never ever had a bill that high $My past bill prior to that was $dated October 25, staementThe most I would pay for an electric bill in summer was about $I never paid more than thatMy electric bill last year for the same time frame dated Nov25,was $My house is only square feetIt is not a huge houseI tried to conserve energy as much as possible.I pleaded with her if she can lower the amount that would be affordable to meBut she refusedThe only option was to do payment arrangements into monthsI can furnish you a copy of past monthes of my electric bill to prove to you my pointI have made a payment of $on January 9,for jan, 10,first payment arrangementI also paid $140.75n on December 30, for December 27, statement due january 10, 2017.I am struggling paying this ridiuclous bills.I was hoping you can assist me to lower my bill.I would like to fax some more supporting documentsCan you kindly furnish me your fax number? I am having difficuly attaching some filesYour help will be greatly appreciatedThank you!

I have received your letter dated August 4, regarding the concerns from Mike [redacted] and appreciate the opportunity to respond.At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.APS is a regulated utility and is bound by rules and regulations set forth by the Arizona Corporation Commission (ACC)Through these rules and regulations, we haveestablished security deposit guidelines, which are uniform and fair to all customersThese regulations state that APS may require a security deposit prior to the customerestablishing electric service.I have investigated Mr***' concerns and have found that he established electric service solely in his name at [redacted] in Phoenix on July 13, APS required a security deposit of $be paid prior to connection of serviceAlthough it is not our practice to make payment arrangements on security deposits, APS agreed to accept an initial payment of $to establish electric service to the residence and advised Mr [redacted] the remaining deposit will be required in approximately two weeksAPS advised him that a letter would be mailed to confirm the due date of the remaining depositOn July 13, 2015, APS mailed Mr [redacted] a letter advising him the remaining deposit was due on July 27, 2015.Mr [redacted] failed to pay the remaining security deposit due so APS delivered a door hanger to the residence on July 29, The door hanger notice stated APS's intent to disconnect service for non-payment if the remaining security deposit was not immediately paidOnce again, no payment was received so APS disconnected the service for non-payment on August 3, Mr [redacted] paid the remaining security deposit of $on August 3, and APS reconnected the service on that same day.As a result of Mr***' compliant to the Revdex.com (Revdex.com) on August 4, regarding the electric service being disconnected for non-payment, I spoke with Mr [redacted] on August 7, to discuss his concernsMr [redacted] provided verbal permission for me to speak with his wife, [redacted] ***, regarding their concernsMrs [redacted] advised me that she was under the impression her husband had paid the deposit in full at the time he requested electric serviceI explained to her that it was not a practice of APS to accept a partial payment on the deposit however, it was agreed with the understanding that the remaining deposit would be paid in two weeks of the initial paymentI advised Mrs [redacted] that APS mailed a letter on July 13, confirming the deposit amount owing as well as the due date to avoid an interruption of serviceMrs [redacted] advised me she was unaware Mr [redacted] had made a partial payment and would discuss the circumstances surrounding the event with himMrs [redacted] advised me has no further concerns with APS and was appreciative of the information I providedAgain thank you for the opportunity to address Mr***' concernsShould you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number ###-###-####

Attn: Dispute Resolution Consultant Re: Complaint ID No [redacted] / [redacted] * [redacted] Dear Dispute Resolution Consultant: I have received your letter dated August 13, regarding the complaint from [redacted] * [redacted] and appreciate the opportunity to respondAt APS, we care about our customers and we value our relationship with themBeing able to the resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve itAs you may know, APS is a regulated utility and is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC)Through these rules and regulations, we have established deposit guidelines that are uniform and fair to all customersThese regulations state that APS may require a customer to establish or reestablish a security deposit if the account becomes delinquent in the payment of two or more bills within a month periodIt is important to note that residential security deposits are calculated based on two times the average bill in the previous months and returned to customers once the account has had months of service with no more than two late paymentsI have investigated Mr [redacted] ’s concerns and have found that the electric service was established solely in the name of [redacted] at [redacted] in [redacted] on March 27, Ms [redacted] was not required to pay a security deposit to establish the serviceMy investigation found that on June 9, 2015, a letter was mailed to Ms [redacted] ’s residence encouraging her to keep the APS account current in order to avoid the need for a security deposit as she had two delinquent payments in the previous four monthsUnfortunately, APS received another delinquent payment in July Therefore, a letter was mailed to Ms [redacted] ’s residence on July 9, informing her that due to another delinquency on her account, a security deposit of $was required and due on July 23, Ms [redacted] failed to pay the security deposit so APS delivered a door hanger notice to her residence on August 3, The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paidOnce again, no payment was received so APS disconnected the service for non-payment of the deposit on August 6, Later that day, Ms [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance in addition to the security deposit was required to reconnect the serviceHowever in the spirit of customer service, APS agreed to accept a partial payment of the deposit and establish a payment arrangement on the remaining deposit and delinquent balance to reconnect the serviceAPS received the partial payment of the security deposit and reconnected the electric service that same dayMs [redacted] called APS multiple times to revise her payment arrangements as she was unable to honor the previous payment arrangementAPS extended the payment arrangements for Ms [redacted] on three different occasionsAPS then denied her fourth request to extend her payment arrangement further On August 13, 2015, Ms [redacted] and Mr [redacted] contacted APS and spoke with a supervisor to request another extension on their payment arrangementIn the spirit of customer service, the APS supervisor agreed to modify the payment arrangement once more I spoke with Mr [redacted] regarding his concerns with the payment arrangement on August 19, He advised me that he was satisfied with the payment arrangement he and Ms [redacted] had been given on by the APS supervisorI let him know that at APS we value our customers and their needs and are willing to work them by establishing payment arrangementsHowever, it is important that the promised payment arrangement is kept in order to continue providing him and Ms [redacted] payment arrangements in the future Mr [redacted] thanked me for taking the time to call him and listen to his concernsAgain, thank you for opportunity to address Mr [redacted] ’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####Sincerely, [redacted] ***APS Consumer AdvocateCc: [redacted] * [redacted]

August 18, 2015Revdex.com [redacted] Attn: Dispute Resolution Consultant Re: Complaint ID No [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated August 12, regarding the complaint from [redacted] and appreciate the opportunity to respondAt APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve itI have investigated [redacted] ’ concerns and have found that Stacie [redacted] established electric service solely in her name at [redacted] on December 14, On July 30, 2015, Mrs [redacted] called APS to verify the amount to reconnect the electric service to her home as it was just disconnected for non-payment for the delinquent balance of $Mrs [redacted] also provided APS permission to speak with her husband [redacted] on her behalf regarding their APS accountAPS documented her account with this information and agreed to accept a payment of $prior to reconnecting the service and a payment of $the next day July 31, APS advised Mr [redacted] to call APS with the confirmation number after the $payment is paid towards the accountMs [redacted] called APS on July 30, and provided confirmation for her $payment she paid towards her accountAPS performed an internal investigation and found that her husband owed an outstanding balance of $1,from a previous residenceAPS explained to Ms [redacted] that in order to establish the service Mr [redacted] unpaid balance will need to be paid prior to reconnecting the electric serviceMr [redacted] then asked APS if they would reconnect the service and then discuss the unpaid balanceAPS advised him that they have the option of paying the unpaid balance or they can add Mr [redacted] to Mrs [redacted] APS account and see what payment arrangements may be availableTherefore, APS received Mr [redacted] and Mrs [redacted] consent to add him to the account as a joint account holderAPS mailed a letter on July 31, to Mr [redacted] and Mrs [redacted] residence, explaining to them adding Mr [redacted] to the account makes them both equally responsible for the total amount of the current and future APS billsAn APS Credit Agreement letter was mailed to Mr [redacted] and Mrs [redacted] residence on August 1, confirming the payment arrangementTotal agreement amount: $2,Due Date Amount Due Date Amount Due Date Amount08/03/ $ 08/17/ $ 09/01/ $387.0009/15/ $ 10/01/ $ 10/15/ $212.0011/02/ $I spoke with Mr [redacted] briefly on August 18, to discuss his concernsMr [redacted] advised he was unavailable to discuss any concerns at this timeI provided Mr [redacted] my direct telephone number for him to contact me at his earliest convenienceThank you for the opportunity to address Mrs [redacted] concernsShould you have any questions or if I may be of further assistance, please feel free to contact me at ( [redacted] Sincerely, [redacted] APS Consumer AdvocateCc: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below and in the attached word document I have attached a word document in response to APS response, I will be calling them I have not had time to deal with this due to work matters.In the mean time, I have address their comments in the document attached and I will summarize below:APS in their response offered no resolution, no compromise to help our situation They have the ability to setup different payment arrangements and refuse.They have no interest in helping us directly, they keep pointing us to other companies that are willing to help people that make a particular income in whichwe do not fall within the guidelines We are asking "APS" to resolve this issue, not another company This is APS's unethical practice, not other decent companies.It is apparent by APS response that they are not willing to help their customers in any way, there was not one sentence in their response that was an attempt to resolvethis issue, and there was about 50% truth in the words typed as to what happened during the transaction which led to my complaint

TO Whom It May Concern,Yes I understand APS reasoning on why they perform these business practices of adding additional amounts due to customers bill paymentsIt would be very understandable if my service had been shut off several times or even once in the last months that you would require another depositBut again, it has never been shut offI know my payments has been late several times this year and I state that to APS and the Revdex.com, but my services were never shut offI am having financial struggles due to taking care of my elderly grandmotherIf you look at our payment records prior to this last year we were always within the due date and we were even on the equalizer program which requires payments to be made on time for year strait and then we were on it for a few yearsThere's no understanding or compassion from APS or their customer serviceI am not sure what number was called to contact me but my number has also been the same for yearsThe customer service department needs a refresher on customer service, and so does APSUnfortunatly I will pay the deposit because it is something my child and grandmother need especially with summer coming, but these regulations and practices are not right!

aps January 6, Revdex.com N12th Street Phoenix, AZ 85014-Attn: Dispute Resolution Consultant Re: Complaint ID No [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated October 26, regarding the complaint from Mr [redacted] and appreciate the opportunity to respondAt APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve itAPS differs from many other businesses in that our product is consumed before it is purchasedIt is important, in an effort to keep operating costs to a minimum, that payment is received as quickly as possibleAlthough the bill provides a past due date that is roughly days after receipt, the bill is not considered delinquent until days after the bill producesOnce a bill passes the 25th day without payment, we begin the collection process and late charges are assessedIf the account bills the following month with a delinquent balance still owing, a shut off notice prints on the billThe shut off notice advises the customer that the delinquent balance must be paid by the shut off date or the service will be subject to disconnection for non-paymentThis notice also encourages customers to contact APS and establish a payment arrangement if additional time is needed to pay to avoid disconnectionI have investigated Mr [redacted] concerns and have found that he established electric service to his home located at [redacted] on March 25, On December 1, 2015, APS mailed Mr [redacted] his December monthly bill in the amount of $The bill included a shut off notice advising him the delinquent balance of $needed to be paid by December 10, or the electricity would be disconnected for non-paymentMr [redacted] called APS on December 10, and established a payment arrangement to pay the delinquent balance on December 28, APS did not receive a payment as previously promised and the electric service was disconnected for non-payment on December 30, Mr [redacted] called APS that day to have his service reconnectedAPS advised him that once the delinquent balance was paid then his service would be reconnectedAt that time, Mr [redacted] requested that APS waive his service re-establishment chargeAPS declined his request and advised him that the charge will be billed as it is a valid fee approved by the Arizona Corporation CommissionMr [redacted] paid the delinquent balance and his service was reconnected that same dayI called Mr [redacted] on January 6, and left a message to please call me to further discuss his concernsI will be happy to discuss Mr [redacted] concerns if he would like to contact me at [redacted] Again, thank you for the opportunity to address Mr [redacted] concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at the telephone number listed aboveSincerely, Traci D [redacted] APS Consumer Advocate Cc: [redacted]

Dear Sir or Madam, Please the attached letter for APS's full responseThank You, Traci D***APS Consumer Advocate

January 25, 2017Revdex.comEMissouri Avenue Phoenix, AZ 85014-4585Attn: Dispute Resolution ConsultantRe: Complaint ID No/ Rosalie Sabate Dear Sir or Madam: I have received your letter dated January 19, regarding the concerns from [redacted] and appreciate the opportunity to respond.As mentioned in my previous letter, APS visited [redacted] residence and tested the meter providing service to her home on December 22, APS found the meter was accurately recording the energy; however, the meter cannot discern which appliance in the home is consuming the energyBased on my conversation(s) with [redacted] , it is reasonable to identify her malfunctioning air conditioning (AC) unit as the cause of the higher energy usage as it occurred during the same time the AC unit malfunctionedAPS understands that this energy usage was not intentional by [redacted] , however, APS must bill each customer for the energy they consumedAlthough I am unable to reduce the amount of [redacted] bill as she was correctly billed based on her energy usage, I established an extended payment arrangement with her in an effort to assist herAgain, thank you for the opportunity to address [redacted] concernsShould youhave any questions or if I can be of further assistance, please feel free to contact medirectly at [redacted] .Sincerely,Traci D*** APS Consumer AdvocateCc: [redacted]

November 4, Better Business Bureau N12th Street Phoenix, AZ 85014- Re: Complaint ID No [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated November 2, regarding the complaint from [redacted] and appreciate the opportunity to respond As a result of my original response to Mr [redacted] complaint, I received correspondence directly from him via the US Postal ServiceTherefore and per his request, I will communicate directly with him in writing to further address his concerns Thank you for the opportunity to address Mr [redacted] concerns Sincerely, [redacted] APS Consumer Advocate Cc: [redacted]

Dear Sir or Madam: I have attached a copy of APS’s response to [redacted] ***’s concerns for your review Please let me know if you have any questions Thank you, Elizabeth M [redacted] APS Consumer Advocate Sr [redacted]

Dear Sir or Madam: I have attached a copy of APS’s response to Shayla C [redacted] concerns for your review Please let me know if you have any questions Thank you, Elizabeth M [redacted] APS Consumer Advocate Sr ###-###-####

November 10, RevDex.com N12th Street Phoenix, AZ 85014- Attn: Dispute Resolution Consultant Re: Complaint ID No [redacted] / Darion W [redacted] Dear Sir or Madam: I have received your letter dated November 4, regarding the concerns from Darion W [redacted] and appreciate the opportunity to respond At APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it I have investigated MrW***’s concerns and have found that he established electric service at [redacted] in [redacted] on December 12, The service remained on in MrW***’s name until February 10, when the service was disconnected for non-payment and a final balance of $was left on the account On February 11, 2015, MrW [redacted] called APS and stated he had moved out of the residence on January 28, APS advised MrW [redacted] that he had not contacted APS to request to disconnect the serviceTherefore, the service remained in his name until the account was disconnected on February 10, for non-paymentAPS further explained to him that there was a final balance owing of $on his accountMrW [redacted] disputed the charges stating he had called APS on January 26, to disconnect the electric serviceAPS advised him there was no record of his callAPS offered to establish a payment arrangement with MrW [redacted] on his final balanceMrW [redacted] refused and stated he would call APS back with proof that he had called APS and requested his electric service to be disconnected in January MrW [redacted] did not contact APSagainThe final balance remained unpaid and was reported to the [redacted] s as such I attempted to speak with MrW [redacted] on November 10, and he was not availableTherefore and per his request in his complaint, I spoke with his aunt; Chantel B***Ms B [redacted] questioned the validity of her nephew’s outstanding balance in the amount of $I advised her that the charges were validI stated that APS had not received a payment towards his account the entire time MrW [redacted] had service in his nameShe inquired if his [redacted] report would be updated once the outstanding balance was paid in fullI advis her that his [redacted] report would be updated once his account was paid in fullShe then asked if the APS entry could be removed from his [redacted] report entirelyDuring the process of me verifying this, the call was disconnectedI called her back and left a message advising her that APS would be willing to remove the APS entry from her nephew’s [redacted] reort once the outstanding balance was paid in the spirit of customer service At APS, we do not wish to affect our customers’ [redacted] rating unjustly and we do not wish to be punitive in our [redacted] reporting Again, thank you for the opportunity to address MrW***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at [redacted] Sincerely, Traci D [redacted] APS Consumer Advocate Cc: Mr Darion W***

See uploaded business response in library

Dear Sir or Madam: I have attached a copy of APS’s response to Alexis Patterson’s concerns for your review Please let me know if you have any questions Thank you, Elizabeth M [redacted] APS Consumer Advocate Sr [redacted]

Dear Sir or Madam: I have received your letter dated July 14, regarding the concerns from [redacted] and appreciate the opportunity to respondAt APS, we care about our customers and we value our relationship with themBeing able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve itI have investigated Ms***’s concerns and have found that Mr [redacted] established electric service solely in his name at [redacted] ***in Phoenix on September 27, 2014.On June 20, 2015, Mr [redacted] called APS to verify his account balance and to provide APS permission to add [redacted] to his account as a joint account holderAPS documented his account with this information and advised him that Ms [redacted] would need to contact APS and request to be added to his account APS received a call from Ms [redacted] on June 22, requesting to be added to Mr [redacted] APS account as a joint account holderAPS mailed Mr [redacted] and Ms [redacted] a letter on June 23, confirming that Ms [redacted] was added to the account as a joint account holderThe letter explained to them that adding Ms [redacted] to the account makes them both equally responsible for the total amount of the current and future APS bills APS performed an internal investigation and found that Ms [redacted] owed an outstanding balance of $from a previous residenceTherefore, on June 29, 2015, APS mailed Mr [redacted] and Ms***’s a letter advising them Ms***’s outstanding balanceThe letter further explained that the outstanding balance of $had been transferred to their current APS account and would appear on the next billThe letter encouraged the Mr [redacted] and Ms [redacted] to call if they had any questions or concerns APS received a call from Ms [redacted] on July 13, to question the reason her outstanding balance was transferred to the new accountAPS explained to her that any unpaid balances are transferred to active accountsMs [redacted] requested to establish a payment arrangement and APS agreed allowing her until November to pay the outstanding balance An APS Credit Agreement letter was mailed to Ms***’s residence on July 14, confirming the payment arrangement I spoke with Ms [redacted] on July 20, to discuss her concernsMs [redacted] stated that she felt APS should have informed her upfront that she would have to pay her outstanding balanceShe stated had she known she was still required to pay the outstanding balance of $$453.36, she would never had agreed to be added to Mr [redacted] accountI explained to Ms [redacted] that once she became an APS customer again, her information went through APS’s data base to determine if there are any outstanding balancesIf a collectible outstanding balance is found, as in her case, APS mails the customer a letter informing them an outstanding balance has been found and is due for paymentI explained to Ms [redacted] that I was happy to see that APS worked with her and established a payment arrangement on her outstanding balanceThank you for the opportunity to address Ms***’s concernsShould you have any questions or if I may be of further assistance, please feel free to contact me at ###-###-####Sincerely, [redacted] APS Consumer AdvocateCc: [redacted] ***