The William Glesby Centre

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 Regards, First of all, An APS representative did contact me and left a message on my voicemailWhen I returned her call she had just stepped out of the office and, I believe it may have been her assistant, did in fact inquire as to whether or not I received the check in the mail yetWhen I told her "no I haven't" she took the steps needed to get me the money that very dayFor this I am very gratefulI also inquired of this very nice lady, [redacted] I believe, if steps would be made by the corporate heads to re-address APS policies and possibly even take steps to change themShe did not believe soAlso in the response letter I read from the Revdex.com it states that they do except other forms of payment and not JUST cashIf you walk into the APS store in Downtown Glendale and try to pay with anything but cash, they will refuse youAlso I stated in my first complaint about my past due amount which I did payAnd if you look at my payment history will you see that my bill was payed on time for the majority of the time the account was active (power was on)So since I was a good customer I don't appreciate being attacked in the response letterAt least that's how I felt when I read itCash only at the Downtown Glendale branchThey do however take other forms of payments on line or over the phone but just try to pay with a check or card in person at that branchI pay cash so I don't understand why I was put through this bloody nightmareJust refund me in cashIf I pay with card then put the money back on my cardIf I pay with a check then write me a checkCorrect me if I'm wrong but this is the way businesses are runBut thank you once more to [redacted] Just one more detailI paid $deposit, Not $I understand $was for some kind of one time payment of a turn on fee or something to that nature and [redacted] was kind enough to waive that for meJust get the corporate heads to re-look at they're policies concerning this matterAnd make sure they read my entire first complaint as well as this follow up response both from me and from the company and it won't matter whether or not they change policy, it will be enough to satisfy my complaint just knowing that they looked into itThank you for this opportunity to convey my complaint [redacted]

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 take the delinquency off my credit report, not just state it as paid in full but complete removal and, if it does, will consider this complaint resolved Regards, [redacted]

Tracy from APS called May 9, Spoke to her in great length and detail regarding the accountCould not explain billing discrepancies and even stated during the conversation can not tell if billing amount has been systematically or manually adjusted [redacted] stated she will call me back July 10, to review billing statements againThis is unacceptable after reviewing all the information privided by the APS representative [redacted] the billing amounts have discrepanciesI will contact ***y to see if I can make an appointment in person to discuss the matter and get some resolveThe telephone conversations are not effective

Re: Complaint ID No [redacted] / [redacted] *** Dear Sir or Madam: I have received your letter dated August 23, 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 [redacted] concerns and have found that she established electric service at [redacted] in Chandler on September 19, The service remained on in Ms [redacted] name until August 21, when a new applicant placed the electric service in their nameMy investigation found that on August 6, 2015, APS mailed and emailed Ms [redacted] her August monthly bill for the energy usage from July 8, through August 6, On August 21, 2015, APS issued Ms [redacted] a final bill for the energy usage from August 6, through August 21, Ms [redacted] spoke with APS on August 23, and stated that she was having difficulty cancelling her electric service on the APS website as it advised her that she did not have any active service to disconnectMs [redacted] also stated that she called APS the day prior and was unable to speak with anyone due to a hold time of over minutesAPS explained to Ms [redacted] that the electric service was taken out of her name on August 21, Therefore, the APS website would not allow her to cancel the service as it had already been removed from her nameAdditionally, her initial attempt to contact APS by telephone occurred after the electric service had already been taken out of her name Ms [redacted] then advised APS that she vacated the property on [redacted] on July 10, and requested to be reimbursed for the energy usage billed to her after that dateAPS declined Ms [redacted] request and advised her that she is responsible for the energy usage through August 21, as she had not previously contacted APS to disconnect the serviceMs [redacted] responded by stating she would file a complaint with the Revdex.com (Revdex.com)I called Ms [redacted] on August 27, to discuss her concerns and left a message for herAt this time, she has not returned my callI will be happy to discuss Ms [redacted] concerns if she would like to contact me directly at (602) 250-Again, thank you for the opportunity to address Ms [redacted] concernsShould you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed aboveSincerely, [redacted] APS Consumer Advocate Sr 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, Please see the attached letter for APS's full response the Ms [redacted] 's concernsThank You, Traci D***APS Consumer Advocate

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, Phillip P***

Dear Sir or Madam:I apologize for any confusion in regards to my response to MrEades complaint As I was unable to provide my complete response via this application on January 6, due to the character limit, I sent a copy of my complete response to MrEades through the U.SPostal Service Thank you for the opportunity to address MrEades concernsShould you have any questions or if I may be of further assistance, please feel free to contact me directly at (602) 250-Sincerely, Traci DeanAPS Consumer Advocate

I am greatly troubled by the fact that APS cannot even determine that I actually established electric service with them in December when I purchased my homeSeriously folks?I also don't see how my sizable credit balance was factored into my "Budget Billing Program" since the over-payment balance represents approximately 80% of my total annual electrical usage Moreover, although I have a significant credit balance on my account, I was still billed for December usage and also deemed to have been seriously delinquent as well I have since paid the December statement so now I have an even larger credit balance than what APS has suggested in their initial response.I will again repeat my reasonable resolution of this unfortunate matter by reiterating that I would like to have the full credit balance on my account returned to me immediately and without any conditions I do not want to participate in the Budget Billing Program any further and would rather pay my billed statement balances on a month-to-month basis moving forward.I am trying to exercise patience and hope we can easily resolve this matter, but I am resolved and prepared to seek a legal remedy as necessary to recover any misappropriated funds on my account from APS

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,Jenna N*** Consumer Advocate [redacted]

Dear Sir or Madam, Please see the attached letter for APS's full responseThank You, Traci D [redacted] APS consumer Advocate

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

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

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

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

June 23, 2015 Revdex.comN12th StreetPhoenix, AZ 85014-4585 Attn: Dispute Resolution Consultant Re: Complaint ID No*** / *** *** Dear Sir or Madam: I have received your letter dated June 18,
regarding the complaint from *** *** and appreciate the opportunity to respond. At ***, 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 Mr*** concerns and have found that on June 13, 2015, two payments of $each were submitted via the *** website towards Mr*** accountAs June 13, was a Saturday, the two payments posted to Mr*** *** account on Monday the 15th On June 17, 2015, Mr*** daughter contacted *** and stated she was calling on behalf of her father due to the duplicate payment that was debited from their bank accountMr*** daughter requested *** electronically refund the additional payment of $directly into their bank account*** did not provide her any of her father’s account information as she is not listed on the *** account as a joint account holderHowever, *** advised her that an electronic refund could not be made but that a refund check could be issued and mailed to her fatherMr*** daughter responded by stating she will contact their bank and have them not authorize the second payment. On June 22, 2015, *** received a notification from Mr*** financial institution stating that the bank did not authorize one of the payments in the amount of $175.00. I called Mr*** on June 23, to discuss his concerns and left a message for himAt this time, he has not returned my callI will be happy to discuss his concerns if he would like to contact me at ###-###-####. Again, 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 listed above. Sincerely, *** ***APS Consumer Advocate Cc: *** ***

November 30, Revdex.com N12th Street Phoenix, AZ 85014-Attn: Dispute Resolution Consultant Re: Complaint ID No*** / *** *** Dear Sir or Madam: I have received your letter dated November 23,
regarding the concerns from *** *** 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 itAs you 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 security deposit guidelines, which are uniform and fair to all customersThese regulations state that APS may require a customer to establish or re-establish 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 monthsI have investigated Mr*** concerns and have found that he established electric service to his home located at *** ** *** *** *** *** ** *** May 1, My investigation found that in August 2015, Mr*** had two late payments in the previous three monthsTherefore, on August 21, APS mailed a security deposit warning letter to Mr*** residenceThe letter advised him that his account had two or more delinquencies and if another occurred then he would be subject to pay a security depositUnfortunately, APS received another delinquent payment on the account in October 22, As such, a letter was mailed to Mr*** residence on October 22, informing him that due to another delinquency on his account, a security deposit of $was required and due on November 5, 2015.Additionally, APS mailed a shut off warning notice to Mr*** residence on October 29, The notice advised him that the delinquent balance of $needed to be paid by November 9, or the electricity would be disconnected for non-paymentMr*** called APS on November 4, and requested to establish a payment arrangement on the account balance of $APS agreed to accept an immediate payment of $and then established a payment arrangement allowing the remaining balance of $to be paid in three installmentsThe first installment of $due on November 6, 2015, the second installment due on November 30, and the final installment due on December 15, APS mailed an APS Credit Agreement letter to Mr*** residence on November 5, confirming the payment arrangementHowever, Mr*** did not establish a payment arrangement on the security deposit nor did he make a payment towards the deposit so APS delivered a door hanger notice to his residence on November 9, The door hanger stated APS's intent to disconnect the service if the security deposit was not immediately paidAPS did not receive a payment towards Mr*** security deposit so APS disconnected the service at the residence on November 16, Mr*** called APS that same day to question why the service was disconnectedAPS explained to him that the service was disconnected due to non-payment of the security depositAPS inquired if he received the letters that were mailed to his residence in August and October pertaining to the depositHe stated that he had not received any letter pertaining to a security depositIn the spirit of customer service, APS agreed to waive his security deposit as a onetime courtesy with his commitment that he have no further late payments on his accountMr*** agreedAPS then requested he pay the r delinquent balance on his account of $to reconnect the serviceAPS received an immediate payment and the service was reconnected that same day at Mr*** residenceI called Mr*** and left a message for him on November 30, I advised him of my schedule and that I would like to have an opportunity to discuss his concernsAt this time, he has not returned my callI will be happy to discuss his concerns if he would like to contact me directly at (*** ***Again, 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 listed aboveSincerely, MOM' (UutX Traci D*** APS Consumer Advocate Cc: Mr*** ***

aps January 5, Revdex.com N12th Street Phoenix, AZ 85014-Attn: Dispute Resolution Consultant Re: Complaint ID No*** * *** *** Dear Dispute Resolution Consultant: I have received your letter dated December 29, regarding the complaint from *** *** 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 itI have investigated Mr***' concerns and have found that he established electric service to his home located at *** ** *** *** in Surprise on October 28, My investigation found that on December 14, 2015, *** *** called APS inquiring on the account of Mr***APS advised Ms* *** that permission would need to be provided by Mr*** to speak with her on behalf of his APS account as she is not listed on the accountShe then placed Mr*** on the telephone and he gave APS permission to speak with her and add Ms* *** to his account as a joint account holderAPS obtained Ms* ***'s personal information and found that she owned an outstanding balance from a prior residenceUpon learning of her outstanding balance, she requested not to be added to the account as a joint account holderOn December 16, 2015, APS mailed a letter to Mr*** and Ms* *** advising them that APS had reason to believe that Mr.Hauser was residing at the residence and was benefitting from the electric service while owing an outstanding balanceAPSencouraged them to contact APS to pay the balance or establish a payment arrangementAdditionally, the letter advised them that this matter needed to be resolved by December 24, to avoid interruption of serviceOn December 21, 2015, Mr*** called APS and confirmed he had received the letter regarding the outstanding balance for Mr* ***He stated he hired her to pay his bills for him when he is out of town, however, she did not reside with himAPS advised him that there was still reason to believe she was residing with him and continued to request her outstanding balance be paidAs there was no payment received or payment arrangement_established, APS disconnected the electric service for non- payment on December 28, Mr*** called APS to reconnect the service and stated that he would take responsibility for Ms* ***'s outstanding balanceIn the spirit of customer service, APS extended a payment arrangement to Mr*** to pay the outstanding balance over the next seven months and reconnected the electric service that same dayI called and spoke with Mr*** on January 4, regarding his concernsHe stated that Ms* *** was someone he had employed to assist him with his bills and children while he travels for workI advised him that if he can provide APS with a lease or credible documentation of where Ms* *** is residing then, APS can direct her outstanding balance to no longer reflect against his residenceHe stated to me that he would be able to fax this to me the following dayAs of today, I have not received any documentation from Mr***Again, 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 directly at *** *** Sincerely Traci D*** APS Consumer Advocate Cc: *** ***

October 26, 2015
Revdex.com
N12th Street
Phoenix, AZ 85014-
Attn: Dispute Resolution Consultant
Re:
Complaint ID No***/ *** ***
Dear
Sir or Madam:
I
have
received your letter dated October 20, regarding the concerns from *** *** 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 Mr*** concerns and have found that on December 24,
2014, he visited a local APS office to
establish electric service at his residence located at *** EGarden Drive in
PhoenixHe advised APS that his girlfriend, *** ***, would be
residing at the residence alsoAPS informed Mr*** that Ms*** owed an outstanding balance from
a previous serviceAPS advised Mr
*** that her outstanding balance would need to be paid in full to establish
electric service to the residenceAs an alternative, APS offered to add her to
his account as a joint account holderAPS stated that if he added Ms*** to the account then APS would be
able to establish a payment arrangement on the outstanding balanceAt this
point, Mr*** became very loud and threatening in the APS customer lobbyTherefore,
APS security was called in to handle the
situationMr*** did not pay his security deposit nor was Ms***’
outstanding balance paid at that time so
the service was not placed in his name
On
December 30, 2014, Mr*** was served with a lawful order not to trespass onto the APS office located at *** EBell
Road in PhoenixThis order was in effect for one year from the date it was
served
On
February 5, 2015, Mr*** visited the APS office located in Glendale to
establish serviceAgain, Mr*** became loud and irate, however he paid
the security deposit and Ms***’ outstanding balance to establish the electric service in his name
APS Security was notified that Mr*** had been in the office and of his
behavior
My
investigation also found that Mr*** electric service was disconnected
for non-payment of a delinquent balance on October 5, At this time, he
has not made a payment towards his account and the service remains off
I
called Mr*** on October 23, to discuss his concerns and left a
message for himAt this time, he has not returned my callI will be happy to
discuss Mr*** concerns if he would like to contact me directly at ###-###-####
Again, 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 listed above
Sincerely,
*** ***
APS Consumer
Advocate
Cc: *** ***

Attn: Dispute Resolution Consultant Re: Complaint ID No*** / *** *** Dear Sir or Madam: I have received your letter dated August 13, regarding the complaint from *** *** 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. As you may know, APS is a regulated utility and is bound by the rules and regulations set forth by the Arizona Corporation Commission (ACC)Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customersThese regulations state that APS may require a security deposit from a customer to establish service in their name based on their payment historyAdditionally and in accordance with our rules and regulations, residential security deposits are returned to customers after consecutive months of service with no more than two late payments or after they terminate all services with APS. I have investigated Mr*** concerns and have found that on August 3, 2015, he called APS to establish electric service in his name at *** ** *** *** in ***APS advised Mr*** that in order to establish the electric service in his name, a security deposit in the amount of $was required along with payment of his outstanding balance from a previous residenceMr*** visited an APS Office and satisfied the outstanding balance as well as the security depositContrary to Mr*** complaint, APS did not require these payments to be made in cash. As requested, the electric service was connected at Mr*** residence on August 3, APS then received a call from Mr*** the following day requesting to disconnect the electric service and for his security deposit to be refunded to him immediatelyAPS disconnected the electric service in Mr*** name on August 4, and applied his security deposit towards the final billAPS then issued a request to have a refund check mailed to Mr*** which is the standard practice for closed accounts. Mr*** contacted APS several times to check the status of his refund checkAPS advised Mr*** that the refund check in the amount of $was mailed to him on August 10, 2015. Mr*** returned my call and spoke with my colleague, *** ***, on August 18, to discuss his concernsMr*** advised her that he has yet to receive the refund checkMy colleague reviewed Mr*** concerns and in the spirit of customer service, agreed to adjust off the service establishment charge from his account and arranged for Mr*** to pick up his refund check in the amount of $in an APS OfficeMr*** was appreciative of APS’s offer and pleased to hear that he could pick up the refund check in an office immediately. Again, 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 directly at ###-###-####. Sincerely, *** ***APS Consumer Advocate Cc: *** ***