ComplaintsforDecatur Utilities

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i *************************************************** disability only get food card $280 a month my 84 yr old mother is paying my utility bill of around $200 a month, i have 2 small frigs small freezer and all led lights on 1 at a time and no air conditioning im a tree hugger conservationists $75 of it is water sewage and refuse which i could have gotten for cheaper if i got it or took it on my own why are they charging me so much since they installed this new electric meter when i dont use electricity my home is only 780 square feet less than 30x30 and i live alone with a cat thats not gonna live much longer

  

  Business response

  05/22/2024

  Hello **************,

  I received your complaint with the Better Business Bureau and have reviewed your utility account.  The average bill for the past 12 months is $170.00,   Your current bill is $135.26.  We did change the electric meter in August 2023.  Your average kwh per month since we changed the meter is 431 kwh.  Your average kwh usage per month prior to the meter change was 493 kwh.  The minimum charge for water/sewer is $44.25 per month, that does not include any usage.  The refuse fee is something we bill for the City, those monthly rates are set by the city of Decatur, the current rate for residential accounts is $26.01.  

  I have verified your readings and the usage we have billed you is correct, so, there is no adjustment I can offer at this time.

  We do have assistance programs offered through the ************************ the agency provides utility payment assistance.  Their telephone number is ************.  

  I would like the opportunity to talk with you to review your account in more detail and answer any questions.  Please feel free to call me directly at ************. 

  Sincerely,

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

  Customer Service Manager

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

• Initial Complaint

  02/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is not the first time this has happened. Decatur Utilities frequently sends bills to customers with little or no time to remit payment before the past due date. I have received bills after the past due date for the past three years I've lived here. When I called and inquired, the customer service rep removed late fees and told me they were having billing problems. The representative said the bills were being routed through another state. About February 2, 2022, I received a bill that was close to or after the past due date. On or about February 4, a reasonable time after receiving the bill, I put a check in the mail. Today, February 10, I received a "Final Notice" to remit payment with threats that the company will shut off my gas and water in 4 days, February 14. I sent a second check because my wife and 2 year old are both struggling with COVID and the weather has brought 26 degree temperatures at night. I have always performed my duties of payment to Decatur Utilities in good faith. Decatur Utilities has acted in bad faith by not allowing customers enough time to receive their bills before applying late charges and shutting off the utilities all together. I have lived in many different places and paid many different utility companies but I have never had to pay late charges because my bills came to me on time and went out on time. Decatur Utilities is acting fraudulent because they know about their billing issues and still demand penalty fees and make hostile threats. The worst part of this is that, while I am blessed and have no problems paying my bills, many people in this town struggle. I can't imagine the stress this puts on someone who is less capable of paying a bill plus additional fees in 4 days during 26 degree temperatures and who has had no prior notice.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/15) */ Decatur Utilities' billing schedule allows a minimum of 15 days from the billing date to the due date of a customer's account. Utility services are billed on a regular monthly schedule, providing more than two weeks between the bill date and due date. We consider this is a reasonable amount of time for customers to receive the billing statement and make payments. The account is in billing cycle 2; the billing schedule for this is shown below. Meters Read 3rd - 7th Bill Date Range 8th -12th Due Date - 30th of each month. The day after the due date date, a late charge is added to the account. Late notices are mailed three days after the due date as a reminder our records show the account has an outstanding balance. The notice advises if payment has been made, disregard the notice. A grace period of 14 days from the due date is given prior to any disconnection of services. As an example, if the account is billed on the 12th, this allows 18 days between the bill date and due date. For the billing cycle for January 2022, the bill was generated January 10th for $359.03 with a due date of 1/31/2022. The bill print company has record the bill was printed 1/11/22 and out for delivery on 1/18/2022. A late fee was added 2/1/22, as we had not received the payment. A late notice was mailed 2/4/22, the bill print company has record it was out for delivery 2/11/22. For the billing cycle of February 2022, the bill was generated 2/8/22 for $479.09 with a due date of 3/1/22. We received a payment in our office 2/9/22 for $346.00. We received a payment 2/14/22 through the mail for $359.35, the check was dated 2/10/22. After talking with the customer on 2/14, Decatur Utilities waived the late fee of $13.35. The account balance as of today, 2/14/22, is $119.74. We have offered a solution to the customer to be notified electronically by email/text that a billing statement has been mailed. In addition, we have offered an online account solution to access, view, and make payments for the utility account. Decatur Utilities makes reasonable effort to bill timely for services provided. We understand there may be delays in receiving paper copies of the billing statements. We have accommodated the request to waive the late fees twice in the last 12 months in consideration he did not receive the bill. The late notice mailed to customers is to advise of a potential issue regarding the receipt of their payment. We are available Monday - Friday, 8am-4:30pm by phone and in person to respond to questions or concerns regarding utility service. Account information is available on our website, www.decaturutilities.com or by phone through our automated service, 256-552-1400, option 3. I am glad to discuss the utility account and any further concerns. My direct contact information is 256-552-1424 or [email protected]. Sincerely, Customer Service Supervisor Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I see no indication that any change is being perused with regard to their own billing process and I believe that merely speaking to the company will not invoke any effort for change. There is no interest by the company to do so. I was also told, during a phone call, that the late notice which threatens customers with the denial of service is effectively meaningless and the service would not be shut off by the time stated within. I do not believe this company will change their billing habits. Two days ago, a neighbor divulged to me that he also paid late fees for the same month because he also did not receive a bill on time. He told me it was not the first time he had paid late fees for the same reason. This shows that the company, which knows that physical mail is slow, is actively and knowingly accepting late fees from customers who had no intention of remitting payment late.

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