The William Glesby Centre

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

Please see attached. Attn:   Conciliation & Engagement SpecialistRe:     Complaint ID No. [redacted] Toni H[redacted]Dear Sir or Madam:I have  received  your  letter  dated August 1, 2016  regarding  the  concerns from...

 Toni H[redacted] and appreciate the opportunity to respond.At APS, we care about our customers  and we value our relationship  with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.I have  investigated Ms. H[redacted]'s  concerns  regarding the  power outage  she experienced at her residence located at [redacted] and found the outage began on July 29, 2016 at approximately  9:00pm. The power outage was caused by a powerful monsoon storm that caused significant damage to  APS's infrastructure throughout the  West Valley, particularly in  the Buckeye 
area. ·At the height of the storm,approximately 26,000 customers were without power as the storm caused damage to over 155 power poles.It was certainly  APS's intention to restore service to the impacted customers as quickly
and as safely  as possible. In order to restore service to  Ms. H[redacted] and  her surrounding  neighbors, APS had to replace a broken power pole that had a transformer installed on it with a new steel pole and new  wires. APS completed this work andrestored  the service to Ms. H[redacted] and her neighbors on July 31, 2016 at 4:35am.I called Ms. H[redacted] on August 5, 2016 to discuss her concerns and left a message for her.  At this  time, she has not  returned  my  call. I will be happy  to discuss her concerns if she would like to contact me directly at [redacted].Again, thank you for the opportunity  to address Ms. H[redacted]'s concerns. Should you have any questions or if I may be of further assistance, please feel free to contactme at the telephone  number listed above. Sincerly,Elizabeth M[redacted]

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

Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted]. [redacted]  Dear Dispute Resolution Consultant: I have received your letter dated August 13, 2015 regarding the complaint from [redacted]. [redacted] and appreciate the opportunity to respond. At APS, we...

care about our customers and we value our relationship with them. Being able to the 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 approved by the Arizona Corporation Commission (ACC). Through these rules and regulations, we have established deposit guidelines that are uniform and fair to all customers. These 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 12 month period. It is important to note that residential security deposits are calculated based on two times the average bill in the previous 12 months and returned to customers once the account has had 12 months of service with no more than two late payments. I 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, 2015. Ms. [redacted] was not required to pay a security deposit to establish the service. My 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 months. Unfortunately, APS received another delinquent payment in July 2015. Therefore, a letter was mailed to Ms. [redacted]’s residence on July 9, 2015 informing her that due to another delinquency on her account, a security deposit of $300.00 was required and due  on July 23, 2015. Ms. [redacted] failed to pay the security deposit so APS delivered a door hanger notice to her residence on August 3, 2015. The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment of the deposit on August 6, 2015. 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 service. However 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 service. APS received the partial payment of the security deposit and reconnected the electric service that same day. Ms. [redacted] called APS multiple times to revise her payment arrangements as she was unable to honor the previous payment arrangement. APS extended the payment arrangements for Ms. [redacted] on three different occasions. APS 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 arrangement. In 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, 2015. He advised me that he was satisfied with the payment arrangement he and Ms. [redacted] had been given on by the APS supervisor. I let him know that at APS we value our customers and their needs and are willing to work them by establishing payment arrangements. However, 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 concerns. Again, thank you for opportunity to address Mr. [redacted]’s concerns. Should 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]

September 17, 2015   Revdex.com[redacted]
[redacted]  Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted]  Dear Sir or Madam: I have received your letter dated August 24, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. In an effort to assist Mr. [redacted] and discuss his concerns, I attempted to contact him on September 17, 2015 and left a message for him to return my call. At this time, he has not returned my call. I will be happy to discuss Mr. [redacted]’ concerns and possibly extend his current payment arrangement if he would like to contact me directly at [redacted] Thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at the telephone number listed above. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

November 4, 2015
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
Re: Complaint ID
No. [redacted] / [redacted]
Dear Sir or
Madam:
I have received
your letter dated November 2, 2015 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 Service. Therefore 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,  Please the attached letter for APS's full response. Thank You, Traci D[redacted]APS Consumer Advocate

October 1, 2015
 
 
 
RevDex.com
[redacted]
 
 
Attn:
Dispute Resolution Consultant
 
Re:
Complaint ID No. [redacted]...

[redacted]
 
 
Dear
Sir or Madam:
 
I
have received your letter dated September 25, 2015 regarding the concerns from
[redacted] and appreciate the opportunity to respond.
 
At APS, we care
about our customers and we value our relationship with them. Being able to
resolve customer issues amicably is our goal and when any problem arises, we
work hard to resolve it.
 
I
have investigated Mr. [redacted] concerns and have found that [redacted] and [redacted] jointly established electric service to
their home located at 1010 S. 31st Avenue in Phoenix on April 1,
2015. The service remained on in their name until the service was disconnected
for non-payment on September 21, 2015.
 
My
investigation found that on September 23, 2015, Mr. [redacted] called APS and
requested to establish service at the address referenced above. Based on prior
telephone conversations, APS advised Mr. [redacted] that APS had reason to believe
the previous customers were still residing at the property. Therefore, APS required the previous customer’s delinquent
balance be paid prior to connecting the
service at this address. Mr. [redacted] stated the prior customers had been evicted. APS advise Mr.
[redacted] that he would need to obtain a lease agreement from his Landlord and
provide a copy to APS.
 
Later
that day, Mr. [redacted] provided a lease agreement and his picture identification in the local APS office.
However, the lease agreement was dated with a begin date of October 1, 2015. APS
advised him that since he requested service
prior to the start date of his lease , the delinquent balance from the previous
customers would need to be paid . Mr. [redacted] became very upset and was escorted
from the APS Office by security.
 
I
called Mr. [redacted] on September 25, 2015 to discuss his concerns and left a
message for him. At this time, he has not returned my call. I will be happy to
discuss Mr. [redacted] concerns if he would like to contact me directly at [redacted]
 
I
continued to monitor Mr. [redacted] concerns and found that on September 28, 2015,
[redacted] paid the delinquent balance on her account. Per her
request, APS re-established the electric service in her name later that same day.
 
Again, thank you
for the opportunity to address Mr. [redacted] concerns. Should 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,
 
 
[redacted]
APS
Consumer Advocate
 
 
 
Cc:
Mr. [redacted]

November 4, 2015
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
Attn:  Dispute Resolution Consultant
Re:     Complaint ID No. [redacted] / [redacted]
Dear Sir or
Madam:
I have received
your letter dated October 28, 2015 regarding the concerns from [redacted] and
appreciate the opportunity to respond.
As mentioned in
my first response, APS
is aware of the work that needs to be performed to the transformer providing
service to his residence, including cleaning up the area around the
transformer. APS was a bit behind in performing this work due to the very
active monsoon season in recent months which caused significant damage to APS
equipment.
In effort to assist Mr. [redacted] and provide him
an update on his concerns, I called him and left a message on November 3, 2015.
My message stated that APS will complete the work to the transformer providing
service to his residence, including cleaning up the area around the transformer
by next week.
I will be happy
to discuss Mr. [redacted] concerns if he would like to contact me directly at (602)
250-2280 should he have any further questions or concerns.
Thank
you for the opportunity to address Mr. [redacted] concerns.
Sincerely,
[redacted]
APS Consumer
Advocate
Cc:     [redacted]

[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,
Danielle F[redacted]

October 2, 2015
 
 
 
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
 
Attn:   Dispute Resolution Consultant
 
Re:    ...

Complaint ID No. 10764190 / Marissa P[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated October 26, 2015 regarding the complaint from Marissa P[redacted]
and appreciate the opportunity to respond.
 
At APS, we care
about our customers and we value our relationship with them. Being able to
resolve customer issues amicably is our goal and when any problem arises, we
work hard to resolve it.
 
I have
investigated Marissa P[redacted]’s concerns and have found that she established
electric service to her home located at [redacted] on July
24, 2014. On October 14, 2015, Ms. P[redacted] called APS and requested that James
M[redacted]s be added to her APS account as a joint account holder. APS also spoke
with Mr. M[redacted]s and obtained his verbal authorization to add his name to Ms.
P[redacted]’s account as a joint account holder.
 
APS performed an
internal investigation and found that Mr. M[redacted]s owed an outstanding balance of $589.14
from a previous residence. Therefore, APS mailed a letter to the residence on
October 17, 2015 advising Mr. M[redacted]s and Ms. P[redacted] of the outstanding balance
and that it would be transferred to their active APS account.
 
On October 22,
2015, Ms. P[redacted] contacted APS to discuss the letter she had received Ms.
P[redacted] stated to APS that she wanted to have Mr. M[redacted]s’ name removed from her
account as well as his outstanding balance. She explained to APS that he does
not live at her residence, but stays there sporadically. APS initially declined
Ms. P[redacted]’s request so she requested to escalate to a supervisor.
 
On October 26,
2015, the APS supervisor fully investigated Ms. P[redacted]’s concerns agreed to
remove Mr. M[redacted]s’ name from the account as well as his outstanding balance of
$589.14. APS explained to Ms. P[redacted] that she would no longer be held
responsible for his outstanding balance.
 
I called and
spoke with Ms. P[redacted] on October 28, 2015 regarding her concerns. She stated to
me that APS had been able to resolve her issues. I asked if there was anything
else that I could assist her with and she stated no and thanked me for following
up with her regarding her concerns.
 
Again, thank you
for the opportunity to address Ms. P[redacted]’s concerns. Should you have any
questions or if I may be of further assistance, please feel free to contact me
at [redacted]
 
Sincerely,
 
 
 
 
Traci D[redacted]
APS Consumer
Advocate
 
 
 
Cc:     Marissa P[redacted]

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Shayla C[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]  August 22, 2016RevDex.com1010 E. MissouriAvenuePhoenix, AZ 85014Attn:    Dispute Resolution ConsultantRe:     Complaint  ID No. [redacted] Shayla C[redacted]Dear Sir or Madam:I have received your letter  dated  August 15, 2016 regarding  the concerns from  ShaylaC[redacted] and appreciate  the opportunity to respond.At APS, we care about  our  customers  and we value  our relationship  with  them.  Being ableto 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 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 customers.  These regulations state that  APSmay  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 12 month period. It is important to note that residential security deposits are calculated based on two times the average bill in the previous 12 months.I have investigated Shayla C[redacted]'s concerns and have found that she established electric service to her home located at [redacted] March 28, 2016. My investigation found that in June 2016, Ms. C[redacted] had two late payments  in the previous three months.  Therefore, on June 22, 2016 APS mailed a security deposit warning letter to Ms. C[redacted]'s residence. The letter advised her that her account had two or more delinquencies and if another occurred then she would be
subject to pay a security  deposit. Unfortunately, APS received another delinquent
payment  on the account in July 2016. As such, a letter was mailed to Ms. C[redacted]'s
residence on July 22, 2016 informing him that due to another delinquency on his account, a security deposit of $820.00 was required  and due on August 5, 2016.No response or payment was received towards the security deposit so APS delivered a
door hanger notice to Ms. C[redacted]'s residence  on August 8, 2016. The door hanger stated APS's intent  to disconnect the service if a payment was not immediately made.Once again, no response or deposit payment was received so APS disconnected  the service for non-payment on August 10, 2016.Ms. C[redacted]  called  APS on August  10,  2016  to  question why her electricity had been disconnected and APS advised her it was due to non-payment of the  security  deposit. Prior to the service being disconnected for non-payment of the security deposit,  Ms. C[redacted]  had  participated in APS's Equalizer Program.  The Equalizer Program allows customers  to pay about  the same amount   each month.   The monthly payment is typically based on the average of the previous 12 electric bills, plus or minus any amortized  amount.  Ms. C[redacted]'s  Equalizer payment was $199.00 a month which was significantly lower than her actual energy usage. Therefore as of August10, 2016, Ms. C[redacted]'s debit Equalizer balance was $1,526.75 which meant  she consumed  $1,526.75
of electricity that had not yet been paid for.It is APS's practice  to remove  an account  from  the EqualizerProgram once an account has been disconnected for non-payment and require the debit Equalizer balance be paid to reconnect the service.  However, in the spirit of customer service  APS agreed to reconnect the service with a partial payment of $175.00 towards the security deposit and allow  Ms.  C[redacted]  until September   10,  2016  to  pay  the  remaining   deposit  of $580.00.  Additionally, APS agreed to re-enroll Ms. C[redacted] into  the  Equalizer  Programand transfer the  balance of $1,526.75 towards the debit Equalizer balance again. However,  Ms. C[redacted]'s  Equalizer  payment  would be increased to $506.00 a month to reflect a payment closer to the average monthly bill and to begin paying down the debit Equalizer balance. APS then reconnected the service that same day.I spoke with Ms. C[redacted] on August 19, 2016 and she explained to me her frustration of
the  process she went through in having   the electricity reconnected after it was disconnected  for non-payment of the security deposit. She stated she has since learned that  if she enrolled in APS's Energy Support Program, the remaining security deposit requirement could be waived.The APS Energy Support  Program allows customers who meet income requirements up to a 65%  discount on their monthly electric  bill.  Additionally, this program allows the security deposit requirement to be waived for these customers.  Ms.C[redacted]  indicated
she had not yet received the application for this program by mail so I directed her on how to obtain the application via the APS's website.  I encouraged her to submit this application as soon as possible and I offered to apply the deposit payment recently made of  $175.00 towards her account once APS has received and approved her application to participate in the program.  Ms. C[redacted] was appreciative of my offer and the information I provided. She stated she will submit this application to APS as soon as possible.Again,  thank  you  for  the  opportunity to  address  Ms. C[redacted]'s  concerns.  Should  you have any questions  or if I may be of further  assistance, please feel free to contact  me directly  at [redacted]  [redacted]. Elizabeth M[redacted]APS Consumer AdvocateSr.

[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]

Attn:  Dispute  Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam:  I have received your letter dated July 17, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care...

about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.  I have investigated Ms. [redacted]’s concerns and have found that she established electric service solely in her name at [redacted] in [redacted] on May 24, 2013. On August 30, 2013, Ms. [redacted] provided APS permission to add [redacted], her mother, to her account as a joint account holder. APS documented her account with this information and advised her that her mother would need to contact APS and request to be added to her account.  APS received a call from [redacted] on September 3, 2013 requesting to be added to her daughter’s APS account as a joint account holder. APS mailed [redacted] and [redacted] a letter on September 6, 2013 confirming that [redacted] was added to the account as a joint account holder. The letter explained to them that adding [redacted] to the account makes them both equally responsible for the amount of the current and future APS bills.   On June 26, 2014, [redacted] called APS and requested to have the electric service at their residence disconnected on June 30, 2014. I had the opportunity to review the telephone call between [redacted] and APS and found that she advised APS to mail the final bill to the same address of [redacted] in [redacted]. As requested, APS mailed [redacted] and [redacted]‘s final bill on June 30, 2015 in the amount of $230.15 to the address on Paradise Lane in [redacted].  [redacted] called APS on July 11, 2015 to cancel the Surepay Program and stated that she will make a payment of $230.15 on August 15, 2014. The Surepay Program is an option for customers to have their payments automatically withdrawn from their checking or savings account each month. In July 2014, APS received a notification from the US Postal Service to update the mailing address for [redacted] and [redacted] to [redacted] in [redacted].  On July 16, 2014 and on August 14, 2014, APS mailed a letter to [redacted] and her mother to the mailing address in Prescott Valley to remind them of the unpaid final balance. The letter encouraged them to pay the final balance to avoid future collection activity. The outstanding balance remained unpaid and was reported to the credit bureaus as such.  On December 11, 2014, APS received a call from [redacted] questioning the unpaid balance as it was listed on her credit report. Ms. [redacted] advised APS she did not receive any correspondence or a final bill from APS and it was her belief that the account was paid in full as she was under the assumption it was still on Surepay. Ms. [redacted] explained to APS that her mother passed away unexpectedly at the end of July and requested APS remove the entry from her credit report. APS agreed to send a request to remove the entry from her credit report once the outstanding balance was paid in full. Ms. [redacted] agreed and made the payment of $230.15 that same day. APS issued a letter on December 11, 2014 to notify the credit bureaus that the amount was paid in full.  I called Ms. [redacted] on July 23, 2015 to discuss her concerns and left a message for her to return my call. At this time, she has not contacted me. Although I have not spoken with her, I will ensure that the entry is removed from her credit report as agreed upon in December 2014.  Thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

[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,
Courtney D[redacted]

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:
 
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]

Attn:   Dispute Resolution ConsultantRe:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated July 31, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers...

and we value our relationship with them. Being 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 have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit prior to the customer establishing electric service. I have investigated Ms. [redacted] concerns and have found that Ms. [redacted] established electric service solely in her name at [redacted] in Phoenix on July 10, 2015. APS required a security deposit of $205.00 be paid prior to connection of service. Although it is not our practice to make payment arrangements on security deposits, APS established a made payment arrangement with Ms. [redacted] on July 9, 2015. APS agreed to accept an initial payment of $67.00 to establish electric service to the residence and split the remaining deposit into two monthly installments. A letter confirming the payment arrangement was mailed to Ms. [redacted] residence on July 15, 2015.  The payment arrangement was not kept and the electric service was disconnected for non- payment on July 29, 2015 leaving an account balance of $200.29 in addition to the $138.00 remaining deposit. APS agreed to reconnect service for the payment of the security deposit. The electric service was reconnected that same day upon Ms. [redacted] request. I spoke with Ms. [redacted] on August 5, 2015 and discussed her concerns. She expressed her belief that APS was not willing to work with her in regards to her security deposit. She also expressed her belief that she should not have to pay a service establishment charge if she has to pay a security deposit. I explained to Ms. [redacted] that APS established a payment arrangement on the deposit to assist her in establishing her electric service although it is not a practice to do as such. I further explained that the service establishment charge will be assessed each time APS is requested to establish, reconnect or re-establish electric service to the customer’s residence. Ms. [redacted] went on to question the cost of the July 20, 2015 and July 29, 2015 bill. I explained to Ms. [redacted] that the July 20, 2015 bill her from her for the energy consumption from the day of connect, which included her service establishment charge. The final bill that produced on July 29, 2015 was generated due to the electric service being disconnected for non-payment of the deposit. I reviewed Ms. [redacted] rate with her and provided her some additional tips to assist her in reducing her monthly bills. I also took this opportunity to recommend Ms. [redacted] to participate in APS’s Energy Support Program. This program offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. Ms. [redacted] advised me based on the income requirements she believes she will qualify. I advised Ms. [redacted] that this program also promotes energy conservation and will provide a higher discount to customers who use less energy. Ms. [redacted] was pleased to know she may qualify for the program. Again, thank you for the opportunity to address Ms. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,    [redacted]APS Consumer Advocate   Cc:       [redacted]

Tracy from APS called May 9, 2017. Spoke to her in great length and detail regarding the account. Could 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, 2017 to review billing statements again. This is unacceptable  after reviewing all the information privided by the APS representative [redacted] the billing amounts have discrepancies. I will contact [redacted]y to see if I can make an appointment in person to discuss the matter and get some resolve. The telephone conversations are not effective.

See uploaded business response in library.