Initial Business Response / [redacted] (1000, 7, 2016/07/05) */ DESCRIPTION: Per CSR information: Placed a call to customer on June 21, at 9:a.m DETAILS: Placed a call to customer at XXX-XXX-XXXX received a fast busy sound a second timeCSR called the secondary number, it was the work number per the officeI asked for [redacted] and was told he was not in at the moment I left a message with my contact information I placed a call to [redacted] Supervisor Fort Wayne Solution Center to see if she could assist with the credit balance refund information on the accountPer supervisor a refund of [redacted] was refunded on June 13, [redacted] refund pre-paid visa) [redacted] said if the customer had requested a check the Solution Center Representative should have refered the cusotmer to [redacted] to request a check, which was doneI will explain the process to [redacted] when she returns the call 7/5/- To date, customer has not returned CSR call
Initial Business Response / [redacted] (1000, 6, 2016/12/06) */ The customer went online 11/through AEP website and scheduled a payment for 11/for [redacted] AEP received that payment on 11/and it posted to the customer's electric account On 12/2, the payment was returned/charged back to AEP for reason of bank code "R10" meaning a "not authorized" or fraudulent payment transactionThis type of return means the actual checking account holder filed a dispute through their bank and completed required written documents stating that they did not make the payment to AEP Customer has blocked AEP from deducting any future payments from her checking account that she prompts online or otherwise In compliance with banking industry regulation, AEP would have to receive written documentation directly from the reporting financial institution for the not authorized return stating that AEP can accept future payments from the customer checking account Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not go online and set up a paymentOn 11/at 5:pm I was standing in line to voteI did not authorize the payment and could not get them to return the paymentThis is not an acceptable solutionI want the return fee removed from my account [redacted] Final Consumer Response / [redacted] (4200, 12, 2016/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no resolution offered Final Business Response / [redacted] (4000, 15, 2016/12/19) */ As the customer (or her delegate) prompted the online payment and then the bank recall, which resulted in the additional charges, we will be unable to offer any type of resolution
Initial Business Response / [redacted] (1000, 5, 2017/05/02) */ Customer payment in question in the amount of [redacted] on 4/was not sent directly to AEP by her bankAEP received the Automated Clearing House (ACH) payment from Fiserv who is a third-party for the customer's bankThis is non-contracted unauthorized payment to AEPThe payment was part of a greater deposit of funds including numerous other customer paymentsAEP has no way to determine who actually made this payment or the checking account used for the transaction ACH payment transactions have up to days to be disputed and returned by the bank account holder and in compliance with banking regulationsThis means they are not guaranteed good funds to the payeeThis is why AEP requests proof of payment from the individual who sent the overpayment and ensures that same individual that made the payment is being refundedAlso, AEP requests proof that the transaction has cleared the customer's bank account and will not be reversed during the allowable time periodAEP will accept either a bank letter or copy of a bank statement showing this needed information Additionally, if an electronic refund of overpayment is requested then AEP would need both the bank routing and checking account numberThis information is requested in writing to ensure accuracy with the electronic refundIf customer does not want to provide their full banking information for security reasons and has provided other requested information then a refund by prepaid card can be mailed to the customer
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX This complaint was resolved previous via letter recvdfrom customer to our COO/PresidentThe resolution is noted as such from our Customer Solution Center Director: He made several calls about the deposit requestIn all the ones that I listened to, the agents and leads were cordial and very helpful but they did not provide what he wantedSome might describe his conversation as condescendingWe also received a commission complaint regarding this issue todayI will respond to the complaint and document the detailsIn summary, I am working with him and will make the due date changeI have put a payment extension on the account for the current bill that is due on January I have also canceled the pending deposit request and I am going to make an effort to get the [redacted] that was posted towards the deposit, applied to his current billI gave him some of the details of our deposit proceduresI assured him that our practices are regulated and they are not unethical or illegalI didn't want him to get a impression that the steps, which are being taken, are some kind of an admission to his accusationsI did apologize for the misunderstanding about our ability to make a permanent change to the due dateMr [redacted] was satisfied with the actions that were taken to resolve the complaint OFFER:
Initial Business Response / [redacted] (1000, 6, 2017/10/20) */ Three relevant phone calls between the customer and our Customer Operations Center have been reviewed on this accountCustomer did call to say that she had a check from the church to apply to her accountThere are no pay stations that are authorized to accept third party checks locallyBill [redacted] could not be an option because customer's account has also been flagged as one that cannot be paid via check due to previous NSF activityWhen customer called the operations center she indicated that she was going to mail the checkShe was given instruction how to ready her home for reconnection upon receipt of the paymentThere was no mention of sending the check by any other meansHad she shared that she intended to overnight the payment she would have been given an alternate address to facilitate that
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you
Initial Business Response / [redacted] (1000, 7, 2016/03/10) */ 03/07/2016; representative contacted customer regarding removal of marketing mailing information from HomeServeLeft voice message on telephone number of record informing customer that representative has contacted HomeServe requesting their (name/address) be removed from their marketing mailing listProvided customer with representative direct telephone number and AEP I&M Customer Operations Center 1-number for any follconcerns or questionsRepresentative sent email/memo to HomeServe requesting customer (name/address) be removed from their marketing mailing list
Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aep.com This Customer has also issued a complaint with the MPSC Complaint #XXXXXXXXOur response to you is consistant with the one offered to them This comment per I&M employee responsible for commission complaints: I contacted the Customer Operations Center and asked for the call from 04/13/to be reviewedI was able to listen to the callThe customer, [redacted] R [redacted] , identied herselfShe discussed making payment arrangements for the disconnect balanceThe agent explained that she could not make arrangements until the past due balance of [redacted] was paidShe explained to the customer that she'd have to call back after the payment in order to set up the arrangementThe customer said that she'd call back once the payment was madeI am not removing the reconnect charge because the customer was aware that she needed to call back for an arrangement OFFER: None Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not made aware that the disconnect would not be avoided if I did not call back to payMy understanding was that I needed to make the payment in order to prevent disconnectionAt no time did the representative clearly state that payments must he made by telephoneMy intention was to call and make arrangements as I'd planned originally however I was not given a specific instruction that a phone call was the only way to prevent or when it would have to be made Final Business Response / [redacted] (4000, 10, 2015/04/22) */ Contact Name and Title: [redacted] Unfortunetly we will be unable to refund the reconnection fees for customerThe process that she was to follow was made clear to her as reflected in the review of the conversation between her and one of our call center representativesCustomer neglected to follow through with the process described in detail and that she confirmed she understood OFFER: None
Initial Business Response / [redacted] (1000, 14, 2015/09/09) */ A disconnect notice was mailed to the customer 07/09/as well as an electronic copy sent to her email address of [redacted] @YAHOO.COM on the same dayOn 07/23/an automated call was placed and a voicemail was left advising Ms [redacted] to contact AEP/IMService was disconnected for non payment of [redacted] 07/27/Payment was not received and account finaled 08/03/Final account balance was [redacted] Payment of [redacted] was received 08/04/Payment of [redacted] was received 08/10/leaving a [redacted] credit balance Ms [redacted] called to open new service 08/20/A [redacted] deposit plus [redacted] reconnect fee [redacted] were required for new service$payment was received 08/20/Order was not released since requirement was still outstanding$credit was still on previous account [redacted] credit has been transferred to the new account and order has been released to the field Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The point being that I was never contacted via a voice mail per their supervisors admission is still a valid complaintThe house is vacant due to being for sale and I now live with my fiancéMy only form of contact would have been through a failed "mail" copy, and phone contactThe total due on account was for less than [redacted] I certainly would have paid this if I would have know they would shut off service, charge a reconnect fee and new service deposit of [redacted] Final Business Response / [redacted] (4000, 19, 2015/09/14) */ Contact Name and Title: [redacted] In reviewing the conversation between Customer Solution Center Lead and customer (8/3/2015) it is apparent that customer was notified of the impending disconnect on 7/9/via mail and emailShe confirmed that there was a disconnect message on her monthly invoice but that she did not see it as she only looked for the balance and the disconnect notice was "on page 3"She also stated that she did not feel that she would be disconnected because the balance was relatively smallShe said that since it was only [redacted] per month she felt that she could let it goCSS Lead explained that it is based on deliquency rather than balance dueCustomer disagreed but acknowledged that her bill was in excess of days past due when it was disconnectedShe also acknowleged that her last payment was received on 5/27/ OFFER:
Initial Business Response / [redacted] (1000, 8, 2017/02/14) */ I&M received customer concern on 1/30/and had a representative to the residence by the end of that business day to test the meter for accuracyThe meter tested at average accuracy indicating that the billing was correct and no adjustments were warrantedA letter was sent to customer on 1/31/with this infoA CSR also attempted to call the customer at two different numbers to no availHe then emailed the info to him so that he was certain that the issue had been addressed properly
Initial Business Response / [redacted] (1000, 7, 2016/08/30) */ Customer's telephone in not in working orderI&M Customer Service Representative has gone to residence on 8/26/and 8/30/On the last visit he spoke to the apartment complex managerThey advised that the customer was not home and that the premise was rarely occupied Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are such liars, it is no longer funnyYou can call my phone right now and you will either get me or my voicemailIt has not been cut off or number changed since I got itThat's is firstSecondly, why would I be home and there is no electricity, including air conditioning and it has been plus degrees and unseasonably humid the last several weeks? My landlord denies speaking with anyone regarding meIf it was "rarely occupied" I would not have a leaseI am heavily involved in school and church, so in the daytime hours, if she had said that, it would be trueThird, why now? You made no attempts to contact me BEFORE you cut off my electricity in the middle of the hottest season of the yearWhat is that you have to say, that you have not said via this complaint? I have been checking my mail regularly and the only thing from this company is a bill saying there is a leftover balance from the shutoffDo you see the discrepancies and the games that they play? Final Consumer Response / [redacted] (2000, 13, 2016/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr [redacted] was very accommodating and sincereFor once, I am completely satisfied Final Business Response / [redacted] (4000, 11, 2016/09/09) */ CSR REACHED A RESOLUTION WITH [redacted] BY ALLOWING MS [redacted] TO PAY THE PAST DUE AMOUNT OF [redacted] AND NOT REQUIRING THE RECONNECT FEECUSTOMER IS SATISFIED
Initial Business Response / [redacted] (1000, 5, 2017/09/26) */ /20/and 9/21/- CSR left voice mail messages for customer to return call to discuss concern 9/21/- [redacted] (wife) returned callCSR informed [redacted] of the following: 1- Held disconnect order for one day as courtesy to allow time to review complaint 2- Informed Samatha if payment not received on 9/22/as one day courtesy account will be subject to disconnection on 9/25/Samatha agreed to pay on 9/22/between Noon and PM when she receives work checkSee attachment section confirming customer made promised payment of [redacted] on 9/22/ 3- CSR and Samatha scheduled 9/25/PM call to review EPA letter and phone recordings together so customer will have clearer understanding moving forward of what is expected (i.epayments)Date and time chosen due to customer's work schedule 4- CSR informed Samatha that the disconnection order was for the 8/21/ [redacted] amount that was not part of the payment arrangement; as it was in current balance statusInformed customer it was clearly discussed on 8/21/phone call between Call Center Agent and Samatha which customer did acknowledge understanding and agreeing to the terms of the payment arrangement 5- CSR informed Samatha EPA (Extended Payment Arrangement) letter was for the agreed upon past due prior to the 8/21/current payment due of [redacted]
Initial Business Response / [redacted] (1000, 6, 2016/03/10) */ On 03/08/spoke with customer to discuss her concerns with [redacted] trip chargeShe feels this "trip fee" was for no practical reasonShe called to make a payment arrangement and tried to speak with a supervisor where hard to make ends meetThe call notes on 02/15/was for a request of the balance due with no record of a payment arrangement discussed I reviewed with her the account was opened on 09/25/with no payments received until 12/11/The payment was returned on 12/15/for a insufficient checkThe next payment received was on 01/15/She mentioned did not realize AEP would not accept a check from American Express There was an outbound call to her on 02/10/for a needed payment to avoid any interruption of serviceThen on 02/15/a disconnect notice was left in the morningShe was adamant a payment was made on 02/15/where it did not post to her account until 02/16/She would send an email confirmation of the payment made on 02/15/After review due to the payment being received after 3:p.m(actual payment received 07:27:p.m.CST); the payment did not post to until the next business day 02/16/as shown on bill date 02/25/As a one-time courtesy, the [redacted] trip charge will be adjusted to her account I attached for her review a current bill, Billing & Payment History and Terms & Conditions of Service including the Service and/or Disconnect and Reconnect chargesAlso, included www.indianamichiganpower.com for a complete copy
Initial Business Response /* (1000, 20, 2015/08/25) */
There is no contact number to reach customer, but customer did provide an email addressSent customer an emailI apologized for how her situation was handled and explained that we do allow customers to call in for service without owner or
current account holders requestProvided customer my email address and phone number to address any other concerns or questions she may have
To-date customer has not placed a call or returned the email with additional concerns
Customer contact information:3-19-@ 4:30PM: I called number listed as primary on complaint, no answer so I left a voicemail with my name and number requesting a call back3-19-@ approx 7:30PM: Customer called me back on my office phone, left message at approx 7:30PM requesting I call her
back either during lunch or after she gets off work on 3-3-20-@ 12:50PM: I called customer back during requested lunch break, received voicemail so I gave her my cell number requesting she return a call to me "after hours" when she gets off work3-20-@ 5:50PM: Customer called me back to discuss details of the complaintShe explained that she had called the Customer Operations Center on March 16th in attempt to set payment arrangements up as she knew she was going to be past due/no able to make her entire paymentShe explained that she felt discounted by the COC and was refused payment arrangements with them stating she was already on a pay planMs*** explained that she had NOT called to set up arrangements, going on to explain that one of the persons previously living with her had been given money to make a payment on her account and she only paid a portion, $on 3-1-Ms *** feels that possibly that person was the one that had called usWe went over the current pay plan she was on, that I could remove her and set her up on a PACE that she agreed on with the first payment being made on Friday, March 30thLastly, Ms *** is insisting that to start the payment plan and prior to any payment being made that we wave the additional $deposit requestThere is already a $deposit on her account and occupancy has changed as previously she had other people living with herThose individuals have now moved out and her bills should go downThey were home every day, all day, while she was away at workCurrently her 12month average usage is $119, therefore it appears that we may have sufficient security at this timeI have requested via my supervisor that the deposit be wavedHolding for notification of waver or rejection at this time3-21-@ 12:15PM: Called Ms *** to advise that I have put in the request to wave the additional deposit, holding on management/credit approva
Initial Business Response /* (1000, 6, 2016/10/19) */
On 09/12/16, when *** ** *** was the sole account holder at *** *** ** in Fort Wayne, AEP emailed *** a disconnect notice advising that the electric service would be disconnected for on or after 09/27/unless a payment of at
least *** was received prior to this dateRather than paying the amount required to ensure service would be continued, *** applied for service in both her and ***'s names, designating *** as the primary account holder and herself as the secondary
As per the disconnect notice mailed, service was interrupted on 09/28/when the required payment had not been madeThe request to open the joint account was approved by Direct Collections on 10/12/Once the debt requirement of *** is paid, we will move forward with restoring the powerThe debt requirement in question is an obligation that *** has had with AEP since February 2015, when the customer's previous account was closed
At this point, the onus for resolution is on the customers, as their obligations must be metThe fact that we have approved the new joint account worked out in the applicants' favor in the short term, as they are able to avoid immediate payment of the amount on the disconnect notice, which exceeds the amount of ***'s debt coupled with the required depositThe balance previously incurred under solely under ***'s name will still have to be paid, but we are allowing those monies to be billed on the new joint account rather than requiring it to be paid in advance of service connection
Initial Consumer Rebuttal /* (3000, 8, 2016/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I no longer live in Fort Wayne and have moved to Goshen, IndianaThe ONLY reason I am on ***'s account is due to him needing help with the billing questions and issues that come alongHe does not have the patients to deal with these kinds of issues or issues with customer servicePlease see the move out letter that I sent to the landlord
I understand he owes a past due amount and he does too but I do NOT understand why, when I called and spoke to the representative on 10/04/2016, I was only told that *** owed the deposit of *** and online the balance owed was *** Please see the attachment
Final Business Response /* (4000, 16, 2016/11/21) */
11/07/
Direct Collections advises that this order has been cancelledThere has been a new order received at this address for a new applicantIt has been verified by the owner that *** *** and *** *** are no longer at this addressForwarded this information to Revdex.com
Initial Business Response /* (1000, 10, 2016/02/11) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Per Notes 1/18/
I had last spoke with Miss*** on 1/6/@ 12:36pm letting her know that I had released the job She stated they had started construction on
the garage located next to the homeSo the sooner we could get to it the betterAt this time the home owner seemed to be ok with the information that was given
At this time the OH portion of the job has been completed, I made a site visit yesterday 1/14/
OFFER:
Initial Consumer Rebuttal /* (2000, 12, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 16, 2015/10/22) */
9/2/- CSR called and left a voice mail with customer that the additonal billing resulted from a stopped meter process and that her stopped meter bill could not be alteredCSR also offered a payment plan to remedy the situation and left
his cell phone number for customer to return callWhen she returned the call and the CSR identified himself upon answering, the customer hung up without any conversation taking place
9/18/- Customer called in to the Customer Operations Center and was granted the month extended payment plan that she requested
Initial Consumer Rebuttal /* (3000, 18, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I set up the payment schedule to prevent my electric from being shut off, I didn't settle on that because I thought it was fairIf anyone should be held accountable it should be the company or the rental property for not keeping up with the maintenance of the metersThis should in no way shape or form fall back on the customer
Final Business Response /* (4000, 20, 2015/11/03) */
Contact Name and Title: *** *** Adm Asst Senior
11/3/- Once again the area Customer Service Rep has called customer to discuss and customer has not returned callNo further adjustment is warranted
OFFER:
Initial Business Response /* (1000, 6, 2016/11/18) */
Response by SB, COC, 11/17/16: Reviewed call recordings (dates listed below)*** *** and *** *** were given consistent correct information each time they calledI did not hear any agent responding rudely to the customersOn the
original Open order, the agent advised twice that the deposit was due days 'from today'(Calls: 10/28/6:PM, 11/8/12:PM, 12:PM PM, 11/15/9:PM, 11/16/XX X:XX PM, 4:P
Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Initial Customer Contact - 12/23/
DETAILS:
Unable to leave a voice mail message on provided phone number of XXX-XXX-XXXX due to mailbox is fullSent free form letter
requesting customer to contact CSR to discuss Revdex.com complaint
Holding on customer response
OFFER:
Initial Business Response / [redacted] (1000, 7, 2016/07/05) */ DESCRIPTION: Per CSR information: Placed a call to customer on June 21, at 9:a.m DETAILS: Placed a call to customer at XXX-XXX-XXXX received a fast busy sound a second timeCSR called the secondary number, it was the work number per the officeI asked for [redacted] and was told he was not in at the moment I left a message with my contact information I placed a call to [redacted] Supervisor Fort Wayne Solution Center to see if she could assist with the credit balance refund information on the accountPer supervisor a refund of [redacted] was refunded on June 13, [redacted] refund pre-paid visa) [redacted] said if the customer had requested a check the Solution Center Representative should have refered the cusotmer to [redacted] to request a check, which was doneI will explain the process to [redacted] when she returns the call 7/5/- To date, customer has not returned CSR call
Initial Business Response / [redacted] (1000, 6, 2016/12/06) */ The customer went online 11/through AEP website and scheduled a payment for 11/for [redacted] AEP received that payment on 11/and it posted to the customer's electric account On 12/2, the payment was returned/charged back to AEP for reason of bank code "R10" meaning a "not authorized" or fraudulent payment transactionThis type of return means the actual checking account holder filed a dispute through their bank and completed required written documents stating that they did not make the payment to AEP Customer has blocked AEP from deducting any future payments from her checking account that she prompts online or otherwise In compliance with banking industry regulation, AEP would have to receive written documentation directly from the reporting financial institution for the not authorized return stating that AEP can accept future payments from the customer checking account Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not go online and set up a paymentOn 11/at 5:pm I was standing in line to voteI did not authorize the payment and could not get them to return the paymentThis is not an acceptable solutionI want the return fee removed from my account [redacted] Final Consumer Response / [redacted] (4200, 12, 2016/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no resolution offered Final Business Response / [redacted] (4000, 15, 2016/12/19) */ As the customer (or her delegate) prompted the online payment and then the bank recall, which resulted in the additional charges, we will be unable to offer any type of resolution
Initial Business Response / [redacted] (1000, 5, 2017/05/02) */ Customer payment in question in the amount of [redacted] on 4/was not sent directly to AEP by her bankAEP received the Automated Clearing House (ACH) payment from Fiserv who is a third-party for the customer's bankThis is non-contracted unauthorized payment to AEPThe payment was part of a greater deposit of funds including numerous other customer paymentsAEP has no way to determine who actually made this payment or the checking account used for the transaction ACH payment transactions have up to days to be disputed and returned by the bank account holder and in compliance with banking regulationsThis means they are not guaranteed good funds to the payeeThis is why AEP requests proof of payment from the individual who sent the overpayment and ensures that same individual that made the payment is being refundedAlso, AEP requests proof that the transaction has cleared the customer's bank account and will not be reversed during the allowable time periodAEP will accept either a bank letter or copy of a bank statement showing this needed information Additionally, if an electronic refund of overpayment is requested then AEP would need both the bank routing and checking account numberThis information is requested in writing to ensure accuracy with the electronic refundIf customer does not want to provide their full banking information for security reasons and has provided other requested information then a refund by prepaid card can be mailed to the customer
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX This complaint was resolved previous via letter recvdfrom customer to our COO/PresidentThe resolution is noted as such from our Customer Solution Center Director: He made several calls about the deposit requestIn all the ones that I listened to, the agents and leads were cordial and very helpful but they did not provide what he wantedSome might describe his conversation as condescendingWe also received a commission complaint regarding this issue todayI will respond to the complaint and document the detailsIn summary, I am working with him and will make the due date changeI have put a payment extension on the account for the current bill that is due on January I have also canceled the pending deposit request and I am going to make an effort to get the [redacted] that was posted towards the deposit, applied to his current billI gave him some of the details of our deposit proceduresI assured him that our practices are regulated and they are not unethical or illegalI didn't want him to get a impression that the steps, which are being taken, are some kind of an admission to his accusationsI did apologize for the misunderstanding about our ability to make a permanent change to the due dateMr [redacted] was satisfied with the actions that were taken to resolve the complaint OFFER:
Initial Business Response / [redacted] (1000, 6, 2017/10/20) */ Three relevant phone calls between the customer and our Customer Operations Center have been reviewed on this accountCustomer did call to say that she had a check from the church to apply to her accountThere are no pay stations that are authorized to accept third party checks locallyBill [redacted] could not be an option because customer's account has also been flagged as one that cannot be paid via check due to previous NSF activityWhen customer called the operations center she indicated that she was going to mail the checkShe was given instruction how to ready her home for reconnection upon receipt of the paymentThere was no mention of sending the check by any other meansHad she shared that she intended to overnight the payment she would have been given an alternate address to facilitate that
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you
Initial Business Response / [redacted] (1000, 7, 2016/03/10) */ 03/07/2016; representative contacted customer regarding removal of marketing mailing information from HomeServeLeft voice message on telephone number of record informing customer that representative has contacted HomeServe requesting their (name/address) be removed from their marketing mailing listProvided customer with representative direct telephone number and AEP I&M Customer Operations Center 1-number for any follconcerns or questionsRepresentative sent email/memo to HomeServe requesting customer (name/address) be removed from their marketing mailing list
Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aep.com This Customer has also issued a complaint with the MPSC Complaint #XXXXXXXXOur response to you is consistant with the one offered to them This comment per I&M employee responsible for commission complaints: I contacted the Customer Operations Center and asked for the call from 04/13/to be reviewedI was able to listen to the callThe customer, [redacted] R [redacted] , identied herselfShe discussed making payment arrangements for the disconnect balanceThe agent explained that she could not make arrangements until the past due balance of [redacted] was paidShe explained to the customer that she'd have to call back after the payment in order to set up the arrangementThe customer said that she'd call back once the payment was madeI am not removing the reconnect charge because the customer was aware that she needed to call back for an arrangement OFFER: None Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not made aware that the disconnect would not be avoided if I did not call back to payMy understanding was that I needed to make the payment in order to prevent disconnectionAt no time did the representative clearly state that payments must he made by telephoneMy intention was to call and make arrangements as I'd planned originally however I was not given a specific instruction that a phone call was the only way to prevent or when it would have to be made Final Business Response / [redacted] (4000, 10, 2015/04/22) */ Contact Name and Title: [redacted] Unfortunetly we will be unable to refund the reconnection fees for customerThe process that she was to follow was made clear to her as reflected in the review of the conversation between her and one of our call center representativesCustomer neglected to follow through with the process described in detail and that she confirmed she understood OFFER: None
Initial Business Response / [redacted] (1000, 14, 2015/09/09) */ A disconnect notice was mailed to the customer 07/09/as well as an electronic copy sent to her email address of [redacted] @YAHOO.COM on the same dayOn 07/23/an automated call was placed and a voicemail was left advising Ms [redacted] to contact AEP/IMService was disconnected for non payment of [redacted] 07/27/Payment was not received and account finaled 08/03/Final account balance was [redacted] Payment of [redacted] was received 08/04/Payment of [redacted] was received 08/10/leaving a [redacted] credit balance Ms [redacted] called to open new service 08/20/A [redacted] deposit plus [redacted] reconnect fee [redacted] were required for new service$payment was received 08/20/Order was not released since requirement was still outstanding$credit was still on previous account [redacted] credit has been transferred to the new account and order has been released to the field Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The point being that I was never contacted via a voice mail per their supervisors admission is still a valid complaintThe house is vacant due to being for sale and I now live with my fiancéMy only form of contact would have been through a failed "mail" copy, and phone contactThe total due on account was for less than [redacted] I certainly would have paid this if I would have know they would shut off service, charge a reconnect fee and new service deposit of [redacted] Final Business Response / [redacted] (4000, 19, 2015/09/14) */ Contact Name and Title: [redacted] In reviewing the conversation between Customer Solution Center Lead and customer (8/3/2015) it is apparent that customer was notified of the impending disconnect on 7/9/via mail and emailShe confirmed that there was a disconnect message on her monthly invoice but that she did not see it as she only looked for the balance and the disconnect notice was "on page 3"She also stated that she did not feel that she would be disconnected because the balance was relatively smallShe said that since it was only [redacted] per month she felt that she could let it goCSS Lead explained that it is based on deliquency rather than balance dueCustomer disagreed but acknowledged that her bill was in excess of days past due when it was disconnectedShe also acknowleged that her last payment was received on 5/27/ OFFER:
Initial Business Response / [redacted] (1000, 8, 2017/02/14) */ I&M received customer concern on 1/30/and had a representative to the residence by the end of that business day to test the meter for accuracyThe meter tested at average accuracy indicating that the billing was correct and no adjustments were warrantedA letter was sent to customer on 1/31/with this infoA CSR also attempted to call the customer at two different numbers to no availHe then emailed the info to him so that he was certain that the issue had been addressed properly
Initial Business Response / [redacted] (1000, 7, 2016/08/30) */ Customer's telephone in not in working orderI&M Customer Service Representative has gone to residence on 8/26/and 8/30/On the last visit he spoke to the apartment complex managerThey advised that the customer was not home and that the premise was rarely occupied Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are such liars, it is no longer funnyYou can call my phone right now and you will either get me or my voicemailIt has not been cut off or number changed since I got itThat's is firstSecondly, why would I be home and there is no electricity, including air conditioning and it has been plus degrees and unseasonably humid the last several weeks? My landlord denies speaking with anyone regarding meIf it was "rarely occupied" I would not have a leaseI am heavily involved in school and church, so in the daytime hours, if she had said that, it would be trueThird, why now? You made no attempts to contact me BEFORE you cut off my electricity in the middle of the hottest season of the yearWhat is that you have to say, that you have not said via this complaint? I have been checking my mail regularly and the only thing from this company is a bill saying there is a leftover balance from the shutoffDo you see the discrepancies and the games that they play? Final Consumer Response / [redacted] (2000, 13, 2016/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr [redacted] was very accommodating and sincereFor once, I am completely satisfied Final Business Response / [redacted] (4000, 11, 2016/09/09) */ CSR REACHED A RESOLUTION WITH [redacted] BY ALLOWING MS [redacted] TO PAY THE PAST DUE AMOUNT OF [redacted] AND NOT REQUIRING THE RECONNECT FEECUSTOMER IS SATISFIED
Initial Business Response / [redacted] (1000, 5, 2017/09/26) */ /20/and 9/21/- CSR left voice mail messages for customer to return call to discuss concern 9/21/- [redacted] (wife) returned callCSR informed [redacted] of the following: 1- Held disconnect order for one day as courtesy to allow time to review complaint 2- Informed Samatha if payment not received on 9/22/as one day courtesy account will be subject to disconnection on 9/25/Samatha agreed to pay on 9/22/between Noon and PM when she receives work checkSee attachment section confirming customer made promised payment of [redacted] on 9/22/ 3- CSR and Samatha scheduled 9/25/PM call to review EPA letter and phone recordings together so customer will have clearer understanding moving forward of what is expected (i.epayments)Date and time chosen due to customer's work schedule 4- CSR informed Samatha that the disconnection order was for the 8/21/ [redacted] amount that was not part of the payment arrangement; as it was in current balance statusInformed customer it was clearly discussed on 8/21/phone call between Call Center Agent and Samatha which customer did acknowledge understanding and agreeing to the terms of the payment arrangement 5- CSR informed Samatha EPA (Extended Payment Arrangement) letter was for the agreed upon past due prior to the 8/21/current payment due of [redacted]
Initial Business Response / [redacted] (1000, 6, 2016/03/10) */ On 03/08/spoke with customer to discuss her concerns with [redacted] trip chargeShe feels this "trip fee" was for no practical reasonShe called to make a payment arrangement and tried to speak with a supervisor where hard to make ends meetThe call notes on 02/15/was for a request of the balance due with no record of a payment arrangement discussed I reviewed with her the account was opened on 09/25/with no payments received until 12/11/The payment was returned on 12/15/for a insufficient checkThe next payment received was on 01/15/She mentioned did not realize AEP would not accept a check from American Express There was an outbound call to her on 02/10/for a needed payment to avoid any interruption of serviceThen on 02/15/a disconnect notice was left in the morningShe was adamant a payment was made on 02/15/where it did not post to her account until 02/16/She would send an email confirmation of the payment made on 02/15/After review due to the payment being received after 3:p.m(actual payment received 07:27:p.m.CST); the payment did not post to until the next business day 02/16/as shown on bill date 02/25/As a one-time courtesy, the [redacted] trip charge will be adjusted to her account I attached for her review a current bill, Billing & Payment History and Terms & Conditions of Service including the Service and/or Disconnect and Reconnect chargesAlso, included www.indianamichiganpower.com for a complete copy
Initial Business Response /* (1000, 20, 2015/08/25) */
There is no contact number to reach customer, but customer did provide an email addressSent customer an emailI apologized for how her situation was handled and explained that we do allow customers to call in for service without owner or
current account holders requestProvided customer my email address and phone number to address any other concerns or questions she may have
To-date customer has not placed a call or returned the email with additional concerns
Customer contact information:3-19-@ 4:30PM: I called number listed as primary on complaint, no answer so I left a voicemail with my name and number requesting a call back3-19-@ approx 7:30PM: Customer called me back on my office phone, left message at approx 7:30PM requesting I call her
back either during lunch or after she gets off work on 3-3-20-@ 12:50PM: I called customer back during requested lunch break, received voicemail so I gave her my cell number requesting she return a call to me "after hours" when she gets off work3-20-@ 5:50PM: Customer called me back to discuss details of the complaintShe explained that she had called the Customer Operations Center on March 16th in attempt to set payment arrangements up as she knew she was going to be past due/no able to make her entire paymentShe explained that she felt discounted by the COC and was refused payment arrangements with them stating she was already on a pay planMs*** explained that she had NOT called to set up arrangements, going on to explain that one of the persons previously living with her had been given money to make a payment on her account and she only paid a portion, $on 3-1-Ms *** feels that possibly that person was the one that had called usWe went over the current pay plan she was on, that I could remove her and set her up on a PACE that she agreed on with the first payment being made on Friday, March 30thLastly, Ms *** is insisting that to start the payment plan and prior to any payment being made that we wave the additional $deposit requestThere is already a $deposit on her account and occupancy has changed as previously she had other people living with herThose individuals have now moved out and her bills should go downThey were home every day, all day, while she was away at workCurrently her 12month average usage is $119, therefore it appears that we may have sufficient security at this timeI have requested via my supervisor that the deposit be wavedHolding for notification of waver or rejection at this time3-21-@ 12:15PM: Called Ms *** to advise that I have put in the request to wave the additional deposit, holding on management/credit approva
Initial Business Response /* (1000, 6, 2016/10/19) */
On 09/12/16, when *** ** *** was the sole account holder at *** *** ** in Fort Wayne, AEP emailed *** a disconnect notice advising that the electric service would be disconnected for on or after 09/27/unless a payment of at
least *** was received prior to this dateRather than paying the amount required to ensure service would be continued, *** applied for service in both her and ***'s names, designating *** as the primary account holder and herself as the secondary
As per the disconnect notice mailed, service was interrupted on 09/28/when the required payment had not been madeThe request to open the joint account was approved by Direct Collections on 10/12/Once the debt requirement of *** is paid, we will move forward with restoring the powerThe debt requirement in question is an obligation that *** has had with AEP since February 2015, when the customer's previous account was closed
At this point, the onus for resolution is on the customers, as their obligations must be metThe fact that we have approved the new joint account worked out in the applicants' favor in the short term, as they are able to avoid immediate payment of the amount on the disconnect notice, which exceeds the amount of ***'s debt coupled with the required depositThe balance previously incurred under solely under ***'s name will still have to be paid, but we are allowing those monies to be billed on the new joint account rather than requiring it to be paid in advance of service connection
Initial Consumer Rebuttal /* (3000, 8, 2016/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I no longer live in Fort Wayne and have moved to Goshen, IndianaThe ONLY reason I am on ***'s account is due to him needing help with the billing questions and issues that come alongHe does not have the patients to deal with these kinds of issues or issues with customer servicePlease see the move out letter that I sent to the landlord
I understand he owes a past due amount and he does too but I do NOT understand why, when I called and spoke to the representative on 10/04/2016, I was only told that *** owed the deposit of *** and online the balance owed was *** Please see the attachment
Final Business Response /* (4000, 16, 2016/11/21) */
11/07/
Direct Collections advises that this order has been cancelledThere has been a new order received at this address for a new applicantIt has been verified by the owner that *** *** and *** *** are no longer at this addressForwarded this information to Revdex.com
Initial Business Response /* (1000, 10, 2016/02/11) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Per Notes 1/18/
I had last spoke with Miss*** on 1/6/@ 12:36pm letting her know that I had released the job She stated they had started construction on
the garage located next to the homeSo the sooner we could get to it the betterAt this time the home owner seemed to be ok with the information that was given
At this time the OH portion of the job has been completed, I made a site visit yesterday 1/14/
OFFER:
Initial Consumer Rebuttal /* (2000, 12, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 16, 2015/10/22) */
9/2/- CSR called and left a voice mail with customer that the additonal billing resulted from a stopped meter process and that her stopped meter bill could not be alteredCSR also offered a payment plan to remedy the situation and left
his cell phone number for customer to return callWhen she returned the call and the CSR identified himself upon answering, the customer hung up without any conversation taking place
9/18/- Customer called in to the Customer Operations Center and was granted the month extended payment plan that she requested
Initial Consumer Rebuttal /* (3000, 18, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I set up the payment schedule to prevent my electric from being shut off, I didn't settle on that because I thought it was fairIf anyone should be held accountable it should be the company or the rental property for not keeping up with the maintenance of the metersThis should in no way shape or form fall back on the customer
Final Business Response /* (4000, 20, 2015/11/03) */
Contact Name and Title: *** *** Adm Asst Senior
11/3/- Once again the area Customer Service Rep has called customer to discuss and customer has not returned callNo further adjustment is warranted
OFFER:
Initial Business Response /* (1000, 6, 2016/11/18) */
Response by SB, COC, 11/17/16: Reviewed call recordings (dates listed below)*** *** and *** *** were given consistent correct information each time they calledI did not hear any agent responding rudely to the customersOn the
original Open order, the agent advised twice that the deposit was due days 'from today'(Calls: 10/28/6:PM, 11/8/12:PM, 12:PM PM, 11/15/9:PM, 11/16/XX X:XX PM, 4:P
Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Initial Customer Contact - 12/23/
DETAILS:
Unable to leave a voice mail message on provided phone number of XXX-XXX-XXXX due to mailbox is fullSent free form letter
requesting customer to contact CSR to discuss Revdex.com complaint
Holding on customer response
OFFER: