Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Sold my House on ************************************************************* *****. On May 7th 2024. May 7th 2024 is the Closing day for that house. I called UNITIL Customer Service on that day to stop my Service, and to put the Second floor Unit to my account. I have Paid them the Last Payment in Full. I did not have an Automatic payment with them. A few days later they made an Unauthorized charge to my Checking account for $499. I called them the Customer Service to tell them about it, they told me that I have made that payment to them. I said no I didn't. Why would I pay them if I don't owed them any money. And for the 2nd floor Unit that I told them to put on my account when I log in to my Online account , I didn't see that final bill charge. They have send that bill to ******************** that I don't live there anymore. and I never received it because I have moved out to live in another Country, and they have send it to A Collection Agency for the amount of $26

  Business Response

  Date: 07/23/2024

  The payment the customer is referring to is not an unauthorized payment.  This payment was made via our website by the customer.  When we were contacted by him, we transferred his payment to his other account which paid off his balance of $26.   We issued a refund back to the customer on 7/9/24 at ******.  Customer should have already received his check.  If he has not, then he should contact us at ************.  Thank you!

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22016110
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

   

   When i was called them since June 2024. I told them about the charged of $499.00   , They said i made a payment to them $499.00  is a lies.  Why would i want to pay them that money for: if i have already paid them in full balance.  they have got my payment information and they just forced themself to charge me. I told them on the phone that i no longer living in the u.s.a.,  I Have moved to ******** Since i sold My House on ************************************************************************************ *****.   I don't have an address in *****************. and they didn't listen to me and they have mail me the check to *************************************************************** *****. That have the New Owner living there. Can you believe them?  After told them on the phone?

  Business Response

  Date: 07/23/2024

  Customer needs to check his bank account.  We send these funds via CFT from our bank to his and did not mail a check to his old Fitchburg address (error made in last communication).  The amount of the transaction was $473.67 on 7/9/24.  Also, we are unable to make a payment on his account via our website and in addition we did not have access to his bank account information in order to complete that transaction.   Therefore, the customer or someone else made that payment on his behalf.  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22016110
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

   

  I have never received their Refund in my Checking Account. They said me or Someone eld made that payment to them is a lies. I live alone . Why would i want to give them free money?  I have paid them the Final bill in full.

   

  Because they have my Account information they were able to do Unauthorized charge to my Checking Account. Right Now i don't live in ******* anymore.  I have moved out since May 12th 2024

  From *****************

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unitil sent me to collections with no prior warning or bill being sent to me! I originally was supposed to move to unit 1 and due to unforeseen circumstances I had to move to unit 2 I called Unitil to notify them and they said they would switch meters and send me a bill for unit 1 and its been 30 days and I haven't received any notifications whatsoever by phone, email or mail. Today I received a notice in the mail from a collection agency for the bill in unit 1 I had no clue about no wonder the reviews for this company are all 1 star

  Business Response

  Date: 11/09/2023

  On August 24th, we received a call from the customer to initiate service at *********************  Customer called us again on September 18th advising us that he needed to move to the 2nd Unit same address.  The representative advised the customer that he would be receiving a small bill for unit #1.  Customer acknowledged this.  The first bill went out on September 20, 2023 for $21.33 for unit 1 and was mailed to Unit 2 which was his new address.   A reminder call was sent to phone number ************ on 10/9/23.  A second reminder call was sent to the same number on 10/24/23.  Since we did not receive payment or a call from the customer the account was sent to collections on 10/30/23.  If the customer wants to call or make payment within the next 7 days, we will put the account from collections.  

  Customer Answer

  Date: 11/09/2023

   
  Complaint:********
  
  I am rejecting this response because:
  I want verification this is going to be resolved via email if it is paid! I have received 0 correspondence from this company since this account has been closed. No phone calls or bills received in mail. Once I have something stating this will not be reported to the credit bureau and its been resolved Ill be more than happy to pay this bill I haven't received

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/14/2023

  Please have customer call us at ************ and speak with Customer Service.  We will be happy to put in writing once this has been paid.  If preferred, he can call me directly at ************ as I am the manager and would be happy to assist.  

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/06/22 I was contacted by unitil telling me that my membership in the amp arrears program was ending and then I needed to provide proof that I still qualify for low income services. They told me I could provide proof that I qualify for fuel assistance and that they will give me an extension while I wait for the fuel assistance application to be processed. On November 7th they used my debit card information and withdrew $3200 directly from my bank account without my consent or knowledge.. They discontinued from the amp program and Disallowed me to continue the program even though they told me I would get an extension. They did the opposite of that they said they would do. Now I am unable to get any financial help from unitil And no chance of being continued on the amp program. When my bank opens I will file a claim for a fraudulent transaction since my payment was not authorized. It was my understanding that my card would only be used to pay monthly bills.

  Business Response

  Date: 11/10/2022

  Below is a timeline of events that occurred on the account. 

  5/21/19-Customer enrolled in automatic bank draft. Enrollment was updated on 5/26/22.
  

  7/8/22-Customer re-enrolled in the Arrears Management payment program -and was advised at that time that her low-income documentation (SNAP) was scheduled to expire, and it needed to be renewed. 
  9/29- Low-income documentation was not received so customer was removed from the Arrears Management program.
  10/10/22 reflected that account balance of $3265.53 was scheduled to be drafted on 11/4.
  10/17/22- reminder notice was sent to customer.
  10/28/22- disconnection notice with a disconnection date of 11/2 was sent to customer
  11/2/Customer called us, and she was advised to send proof of low-income and to pay $280 by 11/4 in order to be reinstated on the Arrears Managment Program.
  11/4/22-bank draft for balance $3265.53   

  11/9/22 - bank draft was returned for insufficient funds.  Tried to call customer but voicemail box was full.

  At this time, customer needs to provide low-income documentation and pay the October bill of $280 to be re-enrolled in the program. Since payment was returned by the bank there are no funds to refund at this time. 

   

  Customer Answer

  Date: 11/11/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The claims that are dated on this left do not reflect the conversation that was had between a young woman at Unitil and me on 11/8/22. When I called Unitil on that day, the employee said to me that the reason they sent someone to my house (also not on the list you made) was because my SNAP was ending, but I replied asking how I can get the SNAP continued.

  Unitil employee responded by saying that proof I receive Fuel Assistance is acceptable to continue SNAP. This employee continued by saying Unitil would not shut off my electric because I would be granted an extension. The employee said "I will make a note here that you are reapplying for Fuel Assistance so that you will get an extension."

  Why is there no mention of this? I want Unitil to be accountable for that statement that was made to me. And I want Unitil to admit they were wrong to automatically deduct $3,000+ from any person's account without verbal or written permission.

  My bank has recognized that this was an unauthorized debit and has credited the money back into my account. Seeing that Unitil uses unethical business practices, I want this to be stopped so that it does not happen to other people, especially low income people who have been trying to work with the *** program to manage their utility bills in arrears. If Unitil could be more patient and ethical, my arrears would be paid off in about 10 months. But they appear to be taking advantage of low income people to get their payoff sooner.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/15/2022

  The communication between the customer and Unitil was on 11/2 and not on 11/8 (as that was a different conversation).  I listened to all of the calls and on 11/2 customer called because she had someone from Unitil at the door and said that he told her it was regarding payment.  The customer service representative explained to **** that she was removed from the Arrears Management Program because she did provide documentation to keep her on the program and that a letter was sent to her back in July.  The customer responded that she no longer qualifies for SNAP and wanted to know if fuel assistance was a program that would allow her to qualify for the program and the customer service representative confirmed that it was.  Customer asked what payment was needed to prevent disconnection as she felt that fuel assistance would take a while.  The rep told the customer that she needed to make the $280 payment by the 4th and that she would cancel the disconnection and advise the department that handles the program that she would be making the payment and applying for fuel.  There was no mention of extending the program while she applied.  I think the confusion was that we would cancel the disconnection and extend her service until information was received.  This is a regulated program, and we need to follow specific rules and cannot extend until documentation is received.  The conversation on the 8th was about the automated payment that was taken out of her account which has been returned by the bank.  As of today, we still have not received her payment of $280 or any documentation.  If she wants to be placed back on the program, she now needs to pay the October and November payment and provided the required documentation.