Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a disconnect notice for my electric bill and was told I had to pay $***** deposit to be able to keep my lights on. The agreement was to pay my past due amount and the ***** deposit would be returned to.me after one year of on time payments. I paid off my balance and moved to a new residence last year. I requested my deposit back since I no longer had a balance and had to establish service at my new residence. I asked for the deposit back and they refused saying I had to make payments on time for a year. The original date I paid the deposit has been 5 years ago. I don't believe they should be able to hold my deposit since my balance has been paid off and I established new residence.

  Business response

  06/11/2024

  Dear **************,

  Please see the attached letter as Shawano Municipal Utilities response to complaint ID ********.

  Sincerely,

  *******************, PE

  General Manager

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  I thought I understood the agreement to be if I moved and closed the account I would get my deposit back.  Since I closed that account which is a totally different account number, I believe I should be entitled to return of my deposit.  

  
  Regards,
  
  ***************

  Business response

  06/18/2024

  Dear BBB representative,

  This message is in response to the customer issue with their deposit.  I have attached the Utility Customer Bill of Rights brochure from the ************************* (***).  The *** governs municipal utilities in **********  The proper approach for the customer is to log a complaint with the *** as described in the brochure.  They have a dispute resolution process.  The brochure also explains about deposits.

  A customer who moves from one address in our service territory to another address in our service territory is still our customer.  The deposit is transferred to their current account.  To receive refund of the deposit the customer needs to move out of our service territory - for example to ********* - then the deposit and accrued interest will be refunded to the customer.  

  I also explained previously how they can be refunded the deposit if they make 12 months of consecutive on time payments.  The customer has not met that requirement.

  We are governed by the *** and we are required to abide by state statutes on deposits. 

  Sincerely,

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

  General Manager

*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. ↩