ComplaintsforFayetteville Public Utilities

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live by myself no I'm not a slob. I take a shower maybe once a week, so I don't use my water that much and I only do laundry maybe once a month because I have enough clothes to keep changing I went to to try to help me pay bills can only help me so many times or at certain times when they have the budget so they can't always help me. They can only help me when they can. It's a human resource thing basically a charity that helps you. So I don't even know how I'm going to pay this bill this month. But please read this whole entire message. I live practically in the dark where I make sure that my electric bills are not that high because I can't afford to do that as a matter of fact I have had to go to human resources to have them pay the bills. This company has approached me about a fence that is actually on their property that is falling apart and deteriorating and asked me if I want to go halves on it they're a rich utility company they shouldn't be going and approaching a resident they need to fix their fence as a matter of fact it's still falling apart and it's crumbling.They also one time they charge me $400 for a water bill after I did have a leak and I had proof that I had to fix through a plumber that charged me $700 to fix that leak they wouldn't prorate it or do anything to help me and said they couldn't do anything. They also try to tell me how they are not crooked I had to call them last month about this kind of thing. Explain to me 1 person who is frugal because they are a poor person and is a very responsible person could have a bill that is that high my bills never all together went over about maybe $190 or even as high as $220 but never went over that. no the weather all their excuses doesn't change the use because there's nobody else here but me alone. Something is very crooked about this. And yeah I also think that because they know that I had to go to human resources to have them help pay the bill that they might even be trying to rip them off.

  

  Business response

  02/15/2023

  FPU has reached out to the customer.  We attempted to explain his monthly billing and the various aspects that factor into why the bill has increased, including usage, rates, TVA monthly fuel cost, heating sources, thermostat temperature, insulation of the home, etc.  We will physically check all meters at the residence to make sure there are no mechanical failures/defects and verify the readings.  We have emailed him a list of organizations that offer assistance and suggested he contact some of these, especially ***********************************.

  The deteriorating fence mentioned in the customer's complaint is owned by FPU and on FPU property.  We have surveyed and are looking at options as to whether to repair or remove the fence.  Whatever is decided would all be an FPU expense.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to the address above on April 1, 2022. Before moving, I paid $153.95 up front to FPU to start service. I did not start receiving mail right away, but I did receive a bill shortly before its due date of May 3, 2022. I mailed a check on May 3, and was charged a late fee because FPU did not receive my payment according to their due date. I have NEVER been charged a late fee by ANY UTILITY in any of the 12 regions of 8 states that I have lived in when a payment is received within a week of its due date. There is always a grace period on utility bills. I am very concerned that a MONOPOLY that I must use if I want electricity is allowed to treat its customers this way.

  

  Business response

  05/25/2022

  Business Response /* (1000, 10, 2022/05/23) */ The customer paid $153.95 on 3/29/22 when he applied for service. This payment was for the $150 deposit required to establish service and a $3.95 convenience fee because he chose to make his payment by phone. FPU's residential deposits are based on the applicant's credit risk. New service applicants who pose no credit risk will be charged no security deposit for electric service. New service applicants who pose minimal credit risk will be charged a security deposit of $150 for electric service. New service applicants who pose substantial credit risk will be charged $300 for electric service. The security deposit remains in effect for the life of the account. FPU's billing and collection/payment guidelines are stated on the customer's monthly bill as follows: "Payments are accepted at our office located at 408 College Street West and at most local banks. When mailing your payment, please allow ample time for delivery of your payment before the due date. A late fee will be assessed if the amount due is not paid in full by normal close of the business on the due date. Failure to receive the bill does not void penalties for the late payment and service disconnection, nor does this release customer from payment obligation. A service fee will be charged for all returned checks. If bill is not paid within five (5) days after due date, service *** be disconnected without further notice. Once a utility service is disconnected for non-payment, service will not be reconnected except during regular FPU office hours and after payment of the bill and reconnection fees are paid. You must also understand and agree that if it becomes necessary for FPU to commence legal proceedings to recover payment for utilities and/or telecommunications services and equipment, you are liable for all expenses incurred, including but not limited to, collection expense, attorney's fees, court costs and cost of equipment. You have the right to contest this bill. A schedule of applicable rates and regulations are available at any utility office." Information pertaining to this is also available on the application signed when applying for service and at FPU's website (www.fpu-tn.com) under FPU's Schedule of Rules and Regulations (10) and FPU's Billing and Collection Policy. The complainant's bill was generated and mailed out on 4/19/22 with a due date of 5/3/22. When payment was not received by close of business on the due date, a penalty was assessed. FPU received the customer's payment on 5/6/22. Therefore, the late fee (penalty) is due and payable according to the guidelines set forth by Fayetteville Public Utilities. Fayetteville Public Utilities' Non-Discrimination Statement is also available at our website, www.fpu-tn.com. Consumer Response /* (3000, 12, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, This MONOPOLY must be flexible on payment due dates, especially when a new account is established. As there was no way of assuring that the mail sent was received in time to make the payment, I feel that at least this first billed payment should have the penalty removed/refunded. Business Response /* (4000, 14, 2022/05/24) */ To resolve this issue, based on the fact that the customer stated he did not receive his bill until the due date of 5/3/22 and this being his first bill, FPU will waive the penalty as a one- time courtesy only. His account will be notated accordingly. For future reference, the bill is always due on the 3rd of each month with a grace period through the 9th of each month. If payment is not received by the 9th of the month, the account is subject for disconnect. Failure to receive the bill does not void penalties for the late payment and service disconnection, nor does this release customer from payment obligation. If the customer does not receive the bill, he can call our office at XXX-XXX-XXXX or X-XXX-XXX-XXXX. He can also call Secure Pay at X-XXX-XXX-XXXX or access his account through the Smart Hub app. Consumer Response /* (4200, 16, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept this as soon as I see a credit for the disputed late fee.

*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. ↩