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Third Taxing District Electric Department

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Third Taxing District Electric Department Reviews (1)

Review: Utility shuts off power with no advance notice. If bill is paid accidentally less than full amount.

They seem to have no system in place to inform customers other than sending a bill and shutting off power immediately if not paid in full. There is no other utility option so they know customers have no recourse. They have no ability to take payments after hours so if your power is shut off in they are endangering the public.Desired Settlement: Change in business practice.

Business

Response:

Business Response /* (1000, 5, 2013/03/28) */

Thank you for the opportunity to address the complainant's case.

After reviewing this case we have determined that the customer made a payment in December of 2012 for a bill that was due in November of that same year. They neglected to also pay the full amount of the current charges. When we billed again in January of 2013 the customer now owed for 2 months, the now delinquent charge from the December billing and the current billing. We were only requesting the minimum payment, the balance in arrears. No payment had been made in January until after the power was shut-off.

A shut-off notice is prominently displayed on all customer bills with a delinquency. The notice informs the customer that the account is delinquent and scheduled for termination. It gives a last day to pay and the day that the power would be shut-off. By law we are required to give 13 days notice for service terminations for non-payment and can shut-off up until the next billing cycle. In this case we gave 17 days notice.

Our policy as of this response is that we collect payments after business hours during the week that we are conducting shut-offs, starting Monday and ending Thursday evening between the hours of 4:30 PM and 9:00 PM for a nominal fee. As we do not staff our office 24 hours a day, we are limited to only accepting payment either in cash (with a receipt given to the customer) or by personal check or money order during these times. We go to the home to collect the payment and restore the service at that time. The complainant did pay after hours and their power was duly restored.

We do not like to shut people off. In the past we have gone to great lengths to avoid this. Our office staff spent at least two hours a day during our shut-off weeks making friendly reminder calls to every customer who appeared on our delinquent list and had a valid contact number. That only stopped because some people found it to be more harassment than the friendly reminder that it was. So now we simply expect customers to review their bills monthly, be aware of what they owe and when it is due to be paid, and to initiate contact with us if they cannot pay by the due date. We gladly make payment arrangements with our customers who have requested them and continue to make them with customers who have exhibited an ability to keep them.

Having said that, our technicians who do the shut-offs have opted to call the customers on the day they are to be terminated as a last ditch effort to collect the payment, which they also attempt to do at the door before the final step of service disconnection.

I hope this response is found to be satisfactory in answering the complainant's charges.

Thank you again for the opportunity.

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Description: Electric Companies

Address: 2 Second St., Norwalk, Connecticut, United States, 06855

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