We cannot withdraw money for his account without his authorization, he actually entered the account information in order for the funds to be withdrawn as we do not have his banking information, only he has that as he is not set up on auto pay where we would have the information at our finger tipsWe have explained this to him multiple times including in the local office, however he does not seem to understand that he initated this on his end by trying to make an on-line paymentWe even credited his account the fees for the payment not being made as a one time courtesyNothing was done incorrectly on our end that caused this situationPlease let me know if you have any further questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
1st of all this was not a Friday we didn't get till Monday and then we handled it issuethis business did not process my payment for a whole billing cycle ...2nd of all I removed my phone number from their directory because I have never received a call from this business that was not an auto message call harassing me , and I removed my number at the suggestion of one of their employees who said that would be the only way to stop the auto generated callsif this was a simple fix as they say why then did it take almost the whole billing cycle to fix as well as they sent me a passed due notice, if this was fixed as they said I would not have received a passed due notice on the next months billing cycle as well as an electronic payment sent to them should have processed immediately , did they just wonder where all this money is coming from and really have no idea a billion dollar banking industry like * * *** / *** was sending it on behalf of the customers?? I know all my electronic payments sent from chase bank come with the account number to apply the payment to , so once again why they took a whole billing cycle to fix is ridiculous I would like a written apology from epcor sent to me , they have no problem sending out harassing phone calls and past due notices , a simple apology letter shouldn't be too much to ask , if it makes them feel better it can be a generic apology letter to all their customersexplaining the mix up and apologizing for the inconvenience and billing hassles created
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The issue of unauthorized withdrawaling from my checking account,and( not) sending my monthly statement in Mail which I requested month ago from ebcot,and not getting my refunds back from their mistakes,DOES NOt MAKE THIS issue's resolved, please take a careful &understanding look at this issue &contact me lar,Regards,*** ***
I left a voice mail message for Mr***, as I do show payments in Dec., one was on 12/and the other on 12/and we will listen to the phone call as all of our phone calls are recorded as to the tone of the callWe post payments the same day they are received We did credit the late
fee of $on 1/5/15., which she will see on her next billing statement however she was advised that she would be credited as a courtesy on the late payment charge Once she returns my phone call, I can discuss further with her what her concerns are so we can address them, and get some resolution for her I know that we did have an issue with *** changing their payment methods for on line banking which caused a delay in us receiving payments so I will discuss this possibility when they return my phone callPlease let me know if you have any further questions or concerns.Thank you,***###-###-####
We cannot withdraw money for his account without his authorization, he actually entered the account information in order for the funds to be withdrawn as we do not have his banking information, only he has that as he is not set up on auto pay where we would have the information at our finger tips. We have explained this to him multiple times including in the local office, however he does not seem to understand that he initated this on his end by trying to make an on-line payment. We even credited his account the fees for the payment not being made as a one time courtesy. Nothing was done incorrectly on our end that caused this situation. Please let me know if you have any further questions.
Indeed yes I was called yesterday by EPCOR Water, However just because they called does not mean they have satisfied their debt. Again I have a Credit for the amount of $26.17on my last bill from Global Water,Epcor water has acquired Purchased, assumed the old wayer comoany Global. In speaking to a Mrs French yesterday I was informed thatEPCOR water did acquire Global water as of May 9th 2016 and I was infirmed by the same oerson that while EPCOR did acquire Global water THEY did not assume any LIABILITESin other wirs my credit on my water bill will not be honored ...I was told to call Global water and given a phone number. I did Indeed call Global water, Here is what I was told. "In the umcomming Months we (Global) will be Meeting to discuss what to do about customer refunds that we owe" The typical brush off in my opinionwhen I asked Global ?? When might that meeting be ?? I was infirmed who can say>/ When I asked again One week 3 months six months? I was informed perhaps we will meet in six months ...EPCOR telle me the Refund is not due from Us and Global says we have no idea when we will meet to decide what to do.. Run Around?? Again I am retired living onsocial security the $26.17 credit is 60% of my current water bill which is $40.00 I was not expecting to pay the full water bill as I budgeted for a $14.00 water bill as I am alwaysbelow the minimum usage.Epcor water has a responsibility to the old Global water customers to Honor Globals commitments to their customers This sounds like the Old Coporate shell games prevelant in Phoenix Az in the 80s and 90s.. When o0ne company takes over another to avoid paying their debts.Are EPCOR and Global affiliated in any way?? Is thisanother scam set up to defraud Senior Citizens like my self?? I want my $26.17 credit on my current bill.Waiting for a responce.
We pulled all of our phone records, as all of our calls are recorded and found no record of her calling to cancel the service that she had requested. We even went so far as to contact the owner who stated she would not take responsiblity for the bills however the bill has been paid in full now, we...
cannot confirm who paid the balance off. It is our belief that she did not call to cancel the request to start service which is between her and the owner being the account has been paid in full. Please let us know if you have any further questions.
We have verified the reading to be correct and we are doing a data logger which extracts information from the meter from the past 90 days and provides daily usage. We will receive that information and share with our customer to try and assist where the issue may be. I have left a voice mail message...
an update her phone number as the phone number we had listed on the account was not correct. We are waiting to hear back from Ms. [redacted] so that we can share the information from the data logger however based on what information she has shared, it may have been the irrigation sticking on possibly and not shutting off, and our data logger will help to identify when the high usage occurred.
Only one of the $25 return payment fees was paid. He was billed and credited the 2nd fee on his 4/2 bill, and credited the $25 on his 4/24 billing statement. The customer enters the payment information EPCOR water does not enter the information so he entered the information for the payment,...
incorrectly resulting in it not being paid. He does currently have a $25 credit which appears on his 4/24 statement but that is all he is due and this was a courtesy credit to him. There was not an error made on our part as the payment information was entered by the customer. We do not normally refund the return payment fee due to incorrect information being entered on the part of the customer, however we did agree to do this as a one time courtesy for him. We have explained this to him in multiple conversations. we do not have access to pull anything from his banking institute without his authorization. Please let me know if you have any further questions.
THE RESPONSE FROM EPCOR WATER IS UNACCEPTABLE. I HAVE MADE SEVERAL PAYMENTS WITHOUT INCIDENT AND THE UNJUST ACTION TO CHARGE A FIRST TIME CUSTOMER WITH AN UNWARRANTED FEE OF $25, WHEN THE ERROR WAS IN THEIR COMPUTER SYSTEM...BASED ON THE ACTUAL FACT THAT WHEN I ENTERED MY ACCOUNT INFORMATION IT WAS REPEATED BACK TO ME APPROPRIATELY....AS I HAVE REPEATEDLY STATED TO EPCOR. EPCOR HAS A NETORIOUS REPUTATION WITHIN THE CITY OF SUN CITY, ONLINE AND ALL COMMUNITIES THEY SERVICE. THEY HAVE STOLEN MONEY FROM PEOPLE BY CHARGING THEIR CREDIT CARDS MORE THAN ONCE FOR THE SAME BILL, THEY INTENTIONALLY GOUGE THEIR CUSTOMERS, THEIR CUSTOMER SERVICE IS OBTUSE AND UNREASONABLE ON ALL LEVELS. THEY REFUSE TO WAIVE THE $25 AS A ONE TIME COURTESY EVEN AFTER THEY HAVE RECEIVED THEIR MONTHLY PAYMENTS FROM ME ON TIME AND WITHOUT ISSUE. THIS COMPANY NEEDS TO BE REPRIMANDED BY LEGAL AUTHORITIES FOR THE RIGHTS OF THE CUSTOMER. THIS SITUATION WILL NEVER BE RESOLVED UNTIL EPCOR WAIVES THE $25 FEE AND UNLESS THEY WAIVE IT, IT WILL REMAIN ON THE ACCOUNT INDEFINITELY.
The above complaint was owed a credit refund that was paid to Global Water, and they received the refund 2 days ago from Global Water per the customer. EPCOR Water did not receive the money so that is why we could not refund the money that we did not have. Please let em know if you have any questions, as the customer understands we did not have the money to refund. Thank you,Jeannie F[redacted] ###-###-####This email message, including any attachments, is for the intended recipient(s) only, and contains confidential and proprietary information. Unauthorized distribution, copying or disclosure is strictly prohibited. If you have received this message in error, or are obviously not one of the intended recipients, please immediately notify the sender by reply email and delete this email message, including any attachments. Thank you.
The confirmation number is given to advise you the transaction is attempting to go through, however the transaction was cancelled right away prior to the payment was received so the monies were not paid. The reconnection fee is to assist in covering the cost to return to the...
property and restore the service once disconnected for non-payment. The monies were not paid prior to the service being disconnected as the cancellation was done by the customer right away before the transaction was completed.
The payment information is entered by the customer and not by EPCOR. We have reviewed and she unfortunately entered the incorrect account information so no payment was received or applied. She has entered payments after that, and there have been no issues as the correct information was entered. We have sent her the information showing the payment was not received today for her to see the error, and also the monies were not taken from her account due it being incorrect. We have agreed to waive the unable to locate account fee as a one time courtesy via e-mail. There was no malfunction of the information. Please let me know if you have further questions.
This customer reached out to us today with her concerns as stated in this complaint. This customer is on a cash status with us due to multiple checks returned to us as insufficient funds (NSF) in the past 12 months. However we are responding to the customer informing them they can place...
a money order or cashier’s check in our drop box provided we do not receive a stop payment on these payment methods. We believe this will resolve the issue. If you have further questions or concerns, feel free to reach out to us. [redacted]
We cannot withdraw money for his account without his authorization, he actually entered the account information in order for the funds to be withdrawn as we do not have his banking information, only he has that as he is not set up on auto pay where we would have the information at our finger tipsWe have explained this to him multiple times including in the local office, however he does not seem to understand that he initated this on his end by trying to make an on-line paymentWe even credited his account the fees for the payment not being made as a one time courtesyNothing was done incorrectly on our end that caused this situationPlease let me know if you have any further questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
1st of all this was not a Friday we didn't get till Monday and then we handled it issuethis business did not process my payment for a whole billing cycle ...2nd of all I removed my phone number from their directory because I have never received a call from this business that was not an auto message call harassing me , and I removed my number at the suggestion of one of their employees who said that would be the only way to stop the auto generated callsif this was a simple fix as they say why then did it take almost the whole billing cycle to fix as well as they sent me a passed due notice, if this was fixed as they said I would not have received a passed due notice on the next months billing cycle as well as an electronic payment sent to them should have processed immediately , did they just wonder where all this money is coming from and really have no idea a billion dollar banking industry like * * *** / *** was sending it on behalf of the customers?? I know all my electronic payments sent from chase bank come with the account number to apply the payment to , so once again why they took a whole billing cycle to fix is ridiculous I would like a written apology from epcor sent to me , they have no problem sending out harassing phone calls and past due notices , a simple apology letter shouldn't be too much to ask , if it makes them feel better it can be a generic apology letter to all their customersexplaining the mix up and apologizing for the inconvenience and billing hassles created
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The issue of unauthorized withdrawaling from my checking account,and( not) sending my monthly statement in Mail which I requested month ago from ebcot,and not getting my refunds back from their mistakes,DOES NOt MAKE THIS issue's resolved, please take a careful &understanding look at this issue &contact me lar,Regards,*** ***
I left a voice mail message for Mr***, as I do show payments in Dec., one was on 12/and the other on 12/and we will listen to the phone call as all of our phone calls are recorded as to the tone of the callWe post payments the same day they are received We did credit the late
fee of $on 1/5/15., which she will see on her next billing statement however she was advised that she would be credited as a courtesy on the late payment charge Once she returns my phone call, I can discuss further with her what her concerns are so we can address them, and get some resolution for her I know that we did have an issue with *** changing their payment methods for on line banking which caused a delay in us receiving payments so I will discuss this possibility when they return my phone callPlease let me know if you have any further questions or concerns.Thank you,***###-###-####
We cannot withdraw money for his account without his authorization, he actually entered the account information in order for the funds to be withdrawn as we do not have his banking information, only he has that as he is not set up on auto pay where we would have the information at our finger tips. We have explained this to him multiple times including in the local office, however he does not seem to understand that he initated this on his end by trying to make an on-line payment. We even credited his account the fees for the payment not being made as a one time courtesy. Nothing was done incorrectly on our end that caused this situation. Please let me know if you have any further questions.
Indeed yes I was called yesterday by EPCOR Water, However just because they called does not mean they have satisfied their debt. Again I have a Credit for the amount of $26.17on my last bill from Global Water,Epcor water has acquired Purchased, assumed the old wayer comoany Global. In speaking to a Mrs French yesterday I was informed thatEPCOR water did acquire Global water as of May 9th 2016 and I was infirmed by the same oerson that while EPCOR did acquire Global water THEY did not assume any LIABILITESin other wirs my credit on my water bill will not be honored ...I was told to call Global water and given a phone number. I did Indeed call Global water, Here is what I was told. "In the umcomming Months we (Global) will be Meeting to discuss what to do about customer refunds that we owe" The typical brush off in my opinionwhen I asked Global ?? When might that meeting be ?? I was infirmed who can say>/ When I asked again One week 3 months six months? I was informed perhaps we will meet in six months ...EPCOR telle me the Refund is not due from Us and Global says we have no idea when we will meet to decide what to do.. Run Around?? Again I am retired living onsocial security the $26.17 credit is 60% of my current water bill which is $40.00 I was not expecting to pay the full water bill as I budgeted for a $14.00 water bill as I am alwaysbelow the minimum usage.Epcor water has a responsibility to the old Global water customers to Honor Globals commitments to their customers This sounds like the Old Coporate shell games prevelant in Phoenix Az in the 80s and 90s.. When o0ne company takes over another to avoid paying their debts.Are EPCOR and Global affiliated in any way?? Is thisanother scam set up to defraud Senior Citizens like my self?? I want my $26.17 credit on my current bill.Waiting for a responce.
We pulled all of our phone records, as all of our calls are recorded and found no record of her calling to cancel the service that she had requested. We even went so far as to contact the owner who stated she would not take responsiblity for the bills however the bill has been paid in full now, we...
cannot confirm who paid the balance off. It is our belief that she did not call to cancel the request to start service which is between her and the owner being the account has been paid in full. Please let us know if you have any further questions.
We have verified the reading to be correct and we are doing a data logger which extracts information from the meter from the past 90 days and provides daily usage. We will receive that information and share with our customer to try and assist where the issue may be. I have left a voice mail message...
an update her phone number as the phone number we had listed on the account was not correct. We are waiting to hear back from Ms. [redacted] so that we can share the information from the data logger however based on what information she has shared, it may have been the irrigation sticking on possibly and not shutting off, and our data logger will help to identify when the high usage occurred.
Only one of the $25 return payment fees was paid. He was billed and credited the 2nd fee on his 4/2 bill, and credited the $25 on his 4/24 billing statement. The customer enters the payment information EPCOR water does not enter the information so he entered the information for the payment,...
incorrectly resulting in it not being paid. He does currently have a $25 credit which appears on his 4/24 statement but that is all he is due and this was a courtesy credit to him. There was not an error made on our part as the payment information was entered by the customer. We do not normally refund the return payment fee due to incorrect information being entered on the part of the customer, however we did agree to do this as a one time courtesy for him. We have explained this to him in multiple conversations. we do not have access to pull anything from his banking institute without his authorization. Please let me know if you have any further questions.
THE RESPONSE FROM EPCOR WATER IS UNACCEPTABLE. I HAVE MADE SEVERAL PAYMENTS WITHOUT INCIDENT AND THE UNJUST ACTION TO CHARGE A FIRST TIME CUSTOMER WITH AN UNWARRANTED FEE OF $25, WHEN THE ERROR WAS IN THEIR COMPUTER SYSTEM...BASED ON THE ACTUAL FACT THAT WHEN I ENTERED MY ACCOUNT INFORMATION IT WAS REPEATED BACK TO ME APPROPRIATELY....AS I HAVE REPEATEDLY STATED TO EPCOR. EPCOR HAS A NETORIOUS REPUTATION WITHIN THE CITY OF SUN CITY, ONLINE AND ALL COMMUNITIES THEY SERVICE. THEY HAVE STOLEN MONEY FROM PEOPLE BY CHARGING THEIR CREDIT CARDS MORE THAN ONCE FOR THE SAME BILL, THEY INTENTIONALLY GOUGE THEIR CUSTOMERS, THEIR CUSTOMER SERVICE IS OBTUSE AND UNREASONABLE ON ALL LEVELS. THEY REFUSE TO WAIVE THE $25 AS A ONE TIME COURTESY EVEN AFTER THEY HAVE RECEIVED THEIR MONTHLY PAYMENTS FROM ME ON TIME AND WITHOUT ISSUE. THIS COMPANY NEEDS TO BE REPRIMANDED BY LEGAL AUTHORITIES FOR THE RIGHTS OF THE CUSTOMER. THIS SITUATION WILL NEVER BE RESOLVED UNTIL EPCOR WAIVES THE $25 FEE AND UNLESS THEY WAIVE IT, IT WILL REMAIN ON THE ACCOUNT INDEFINITELY.
The above complaint was owed a credit refund that was paid to Global Water, and they received the refund 2 days ago from Global Water per the customer. EPCOR Water did not receive the money so that is why we could not refund the money that we did not have. Please let em know if you have any questions, as the customer understands we did not have the money to refund. Thank you,Jeannie F[redacted] ###-###-####This email message, including any attachments, is for the intended recipient(s) only, and contains confidential and proprietary information. Unauthorized distribution, copying or disclosure is strictly prohibited. If you have received this message in error, or are obviously not one of the intended recipients, please immediately notify the sender by reply email and delete this email message, including any attachments. Thank you.
The confirmation number is given to advise you the transaction is attempting to go through, however the transaction was cancelled right away prior to the payment was received so the monies were not paid. The reconnection fee is to assist in covering the cost to return to the...
property and restore the service once disconnected for non-payment. The monies were not paid prior to the service being disconnected as the cancellation was done by the customer right away before the transaction was completed.
The payment information is entered by the customer and not by EPCOR. We have reviewed and she unfortunately entered the incorrect account information so no payment was received or applied. She has entered payments after that, and there have been no issues as the correct information was entered. We have sent her the information showing the payment was not received today for her to see the error, and also the monies were not taken from her account due it being incorrect. We have agreed to waive the unable to locate account fee as a one time courtesy via e-mail. There was no malfunction of the information. Please let me know if you have further questions.
This customer reached out to us today with her concerns as stated in this complaint. This customer is on a cash status with us due to multiple checks returned to us as insufficient funds (NSF) in the past 12 months. However we are responding to the customer informing them they can place...
a money order or cashier’s check in our drop box provided we do not receive a stop payment on these payment methods. We believe this will resolve the issue. If you have further questions or concerns, feel free to reach out to us. [redacted]