Complaints

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September 2022, I attempted to sign into the online portal to pay my electric bill as normal but found that I no longer had access. Alarmed, I called Pineville Communications immediately. I talked to ***** who helped me discover that another renter in a different building provided incorrect information when they moved in. Instead of their apartment address **** 1D, they provided **** 1D. ***** advised that they figured we had moved out and just didn't turn off the power as that's pretty common. She fixed it and advised payment would resume in November. For September and October, I asked about the refund and how I would pay. ***** told me not to worry about it. And we didn't until I got an email on January 31st, saying the people in **** 1D were "mad" that they paid someone else's bill and if we could pay their bill. I forgot to respond. Then on Feb 28th, *****************, the director, emailed me saying they would set up a payment plan starting in March. This would cover what we didn't pay in September and October. The payment didn't come out in March. I checked my April bill and found $584.50. They completely botched this "payment plan", putting the entire 407$ we apparently accumulated in July/August on one bill. This puts my husband and I at a financial disadvantage. Honestly I don't know if we actually used that much electricity over the missing months since our August bill (for June's ************ was $188.18 and our November (for ************************ bill was $151.15. I wasn't even provided with full invoices by the director. Just screen shots of the supposed bill with a different account number in the bottom corner. Our account number is **********. The account number in these screenshots is **********. So we'd like this matter resolved. We want full invoices for the missing months with our correct account number and accurate kWh. We did not make this mistake. We feel taken advantage of for our honesty.

  Business response

  04/17/2023

  Good Afternoon,

  Attached please find all the correspondence sent to Mrs. ********** I would like to point out I understand her frustration and I acknowledge we had an escalation failure internally which resulted in this matter not reaching me for 6 months.   This is not how we operate and in fact this is the first BBB complaint that has been filed in the 12 years I have been here.  I unfortunately cannot change this situation.   But I certainly want to assist in its resolution.    The full amount due for the September and October 2022 invoices was added to Mrs. *********** account.  Mrs. *** can submit 4 equal payments in addition to her regular monthly payment until the outstanding balance is paid in full after the 4 month payback period.  

  I have not attempted to contact Mrs. *** again because she clearly stated in her email to me dated 4-8-2022 the following:   Just I dont care if youre the director. You would do well to never contact me again in any fashion.  I have attached copies of the invoices for September and October 2022.  I have crossed out the name of the resident who was being billed for the unit that Mrs. *** resided in.  I have also attached a copy of Mrs. ***** invoice as point of reference as it shows the meter number and address.  The meter that is tied to ************* *************************** is 69245069.  I have highlighted on the September and October 2022 invoices that same meter number and the address associated with that meter which is ***************************. I cannot reproduce a new September and October invoice for Mrs. *** that will have her name and account number on it.  I could manually change but the system is unable to recreate an already issued invoice to another customer's name. 

  If any further questions can be answered I would be more than happy to do so.

  Warmest Regards,

  ***********************

  Utility Director-Pineville Electric Company

  Director of Telecommunicaitons -Pineville Communication Systems 

   

   

  Business response

  04/17/2023

  Good Afternoon,

  Attached please find all the correspondence sent to Mrs. ********** I would like to point out I understand her frustration and I acknowledge we had an escalation failure internally which resulted in this matter not reaching me for 6 months.   This is not how we operate and in fact this is the first BBB complaint that has been filed in the 12 years I have been here.  I unfortunately cannot change this situation.   But I certainly want to assist in its resolution.    The full amount due for the September and October 2022 invoices was added to Mrs. *********** account.  Mrs. *** can submit 4 equal payments in addition to her regular monthly payment until the outstanding balance is paid in full after the 4 month payback period.  

  I have not attempted to contact Mrs. *** again because she clearly stated in her email to me dated 4-8-2022 the following:   Just I dont care if youre the director. You would do well to never contact me again in any fashion.  I have attached copies of the invoices for September and October 2022.  I have crossed out the name of the resident who was being billed for the unit that Mrs. *** resided in.  I have also attached a copy of Mrs. ***** invoice as point of reference as it shows the meter number and address.  The meter that is tied to ************* *************************** is 69245069.  I have highlighted on the September and October 2022 invoices that same meter number and the address associated with that meter which is ***************************. I cannot reproduce a new September and October invoice for Mrs. *** that will have her name and account number on it.  I could manually change but the system is unable to recreate an already issued invoice to another customer's name. 

  If any further questions can be answered I would be more than happy to do so.

  Warmest Regards,

  ***********************

  Utility Director-Pineville Electric Company

  Director of Telecommunicaitons -Pineville Communication Systems 

   

   

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