Utility Services-City of Edmond

I am responding to the complaint numberlisted above from [redacted] S [redacted] at [redacted] Drive, Edmond, OK, [redacted] , regarding her utility serviceswith the Cityof Edmond.OnJanuary 10,our records indicatewe received a call, which is recorded, from the customerrequesting her account Info rmationIn order to registerfor our paperless billing, called eCity, Registering for eClty Is not something we can complete for a customer due to priva(y restrictionsWe are not awar e of what the customer's email address is nor do we want to be responsible for the login name and the password on a customer's eCity accounteCity allowscustomers to view and pay their s*ements on line.The customer's first s*ement dated 12/16/was malled to her home address Whenshe called in to make payment for this s*ement she requested Information on how to regist er the account onlineThe customer accountand premise account numbers were provided to her so she could registeronline.When a customer elects to participate in eCity, s*ements are no longer mailed to the customer's homeUpon registration an email is sent to advise customers of their account activat ion , Then notification Is sent monthly when s*ements are available to be viewed to the email address the customer designated when the set up was activat edWe have confirmed emails were sent to [redacted] @yahoo .com on January 19, and February 16, for the s*ements dated the same datesrespectively.On March 2, the customer requested to be removed from eCityWe also emailed a copy of the most recent s*ement dated February 16, 2017, due on March 10, 2017.We removed the customer fromthe eCity program and beganto mail the s*ements to her designated malllng address of [redacted] Dr, Edmond OK ***The s*ements for April and May were malled to her designated mailing address.We are showing the customer registered again for eClty per our audit logs on May 27, at 10:03am,D' ata Changes, TableNarne= WEB- Link Enr ollment, FieldName - C_SIGNUPUSERID - Signed Up by User, Rec ord Key= [redacted] On June 29, the customer inqu ired why she has not received a s*ementIt was explained she was registered for eCity so her s*ements are on the eCity siteWe verified the email address where she requested the notification on s*ements be sent and it was confirmed as [redacted] @yahoo.comWealso show an emailnotification was sent tothis same email address on June 16, Thiss***ement was due on July 10, 2017.We also mailed a copy of the June th s*ement to her mailingaddress provided of [redacted] Dr, Edmond OK ***She request ed to be removed from eCity which we did so she could receive her s*ements in the mail.The customer called in on September 25, to say she has not received any st at ement sWe confirmed in our bill print flle s*ements were malled Julyth, August th andSept em b er th , Welet her know we have a set process in place when s*ements are returned to us by the US Post OfficeWe log the account as to thereason why and attemptcontact the customerby phone or emailWe do not show any s*ements have been returned to our office and suggested she speak with the Post Offi e to determine If there was a problem on their end.During the phone call withthe customer in Sept embe r wedid explain our collection and disconnect processWe provide a 2nds***ement with the disconnect Information noted st at in g the amount past due and the date the services would be disconnectedIfthe amount past due is not paidby the disconnect date shown on the s*ement the account goes intoour coHection process.If the amount past due Is not paid by the thbuslness day after the due datethe customer receives a courtesy phone callthrough our autom at ed system The customerhas the next business day to pay and t hen the 2nd business day after the phone callifthe past due amount is not paid the services are scheduled for disconnect after 8:30am

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@edmondok.com
What I am seeing on your account is that you are not paying your bill until you receive you next month bill which shows you are in
collection statusFor example your June bill was mailed out 6/4/in which you owed $current charges with a past due of balance from May of $totaling $On 6/you paid $leaving you owing $Then your July bill goes our 7/7/with a current charge of $and your past due of $left from your 6/17/billOn the July bill it showed your cut-off notice for the $from your June bill and that you would go into collections process on the night of 7/with a call to your primary phone number to contact usYou paid $covering your past due amount which took you out of collectionsThis is how our statements work with collectionsI would be more than willing to sit down with you and go over your account line by line if needed to verify charges on your accountMy name is *** *** and I am the supervisor over collections and new accountsYou can give me a call on my direct phone line of XXX-XXXX to not have to go through the delay with our large volume of calls right now

I am responding to the complaint numberlisted above from [redacted]S [redacted] at [redacted] Drive, Edmond, OK, [redacted] , regarding her utility serviceswith the Cityof Edmond.OnJanuary 10,2017 our records indicatewe received a call, which is recorded, from the customerrequesting her account Info...

rmationIn order to registerfor our paperless billing, called eCity, Registering for eClty Is not
something we can complete for a customer due to priva(y restrictions. We are not awar e of what
the customer's email address is nor do we want
to be responsible for the login name and the
password on a customer's eCity account. eCity allowscustomers to view and pay their s[redacted]ements on line.The customer's first s[redacted]ement dated 12/16/2016 was malled to her home address . Whenshe called in to make payment for this s[redacted]ement
she requested Information on how to regist er the account online. The customer accountand premise account numbers were provided to her so she could registeronline.When a customer elects to participate  in
eCity, s[redacted]ements are no  longer mailed to  the  customer's home. Upon registration an email is sent to advise
customers of their account activat ion , Then
notification Is sent monthly when s[redacted]ements are available to be viewed to the email address the  customer designated when the set up was
activat ed. We have confirmed emails were sent to [redacted]@yahoo .com on January 19, 2017 and February 16, 2017 for the s[redacted]ements dated the same datesrespectively.On March 2, 2017 the customer requested to be removed from eCity. We also emailed a copy of the most recent s[redacted]ement dated February 16, 2017, due on March 10, 2017.We removed the customer fromthe eCity program and beganto mail the s[redacted]ements to her designated malllng address of [redacted] Dr, Edmond OK [redacted]. The s[redacted]ements for April and May
were malled to her designated mailing address.We are showing the customer registered again for eClty per
our audit logs on May 27, 2017
at 10:03am,D' ata Changes, TableNarne= WEB003 - Link Enr ollment, FieldName - C_SIGNUPUSERID - Signed Up by User, Rec ord Key= [redacted]On June 29, 2017 the customer inqu ired why she has not received a s[redacted]ement. It was explained she was registered for eCity so her s[redacted]ements are on the eCity site. We
verified the email address where she requested the
notification on s[redacted]ements be sent and it was
confirmed as [redacted]@yahoo.com. We. also show an emailnotification was sent tothis same email address on June 16, 2017. Thiss[redacted]ement was due on
July 10, 2017.We also mailed a copy of the
June 16 th s[redacted]ement to her mailingaddress provided of [redacted] Dr, Edmond OK [redacted]. She request ed to be removed
from eCity which we did so she could receive her s[redacted]ements in the mail.The customer called in on
September 25, 2017 to say she has not received any st at ement s. We confirmed in our bill print flle s[redacted]ements were malled July19 th, August 16 th andSept em b er 19 th , Welet her know we have a set process in place when
s[redacted]ements are returned to us by the US Post Office. We log the
account as to thereason why and attemptcontact the customerby phone or email. We do not show any s[redacted]ements have been
returned to our office and suggested she speak with the Post Offi e to
determine If there was a problem on their end.During the phone call withthe customer in Sept embe r wedid explain our collection and disconnect process. We provide a 2nds[redacted]ement with the disconnect Information noted st at in g the amount past due and the date
the services would be disconnected. Ifthe amount past due is not paidby the disconnect date shown on the
s[redacted]ement the account goes intoour coHection process.If the amount past due Is not paid by the 12 thbuslness day after the due datethe customer receives a courtesy phone callthrough our autom at ed system . The customerhas the next business day to
pay and t hen the 2nd business day after the phone callifthe past due amount is not paid the services are scheduled for disconnect after 8:30am.